Desiree Forest
Phoenix
Summary
Delivered proactive service and support to maintain high customer satisfaction ratings over a 15-year period.
Implemented best practices to optimize customer engagement strategies, driving team efficiency and effectiveness.
Enhanced industry knowledge to identify and pursue new growth opportunities.
Overview
20
20
years of professional experience
Work History
Customer Service Representative
Maximus Federal Services
Phoenix, AZ
08.2021 - Current
- Managed high-volume inbound calls, delivering prompt assistance and effectively addressing account-related issues.
- Facilitated effective resolution of consumer issues, prioritizing customer satisfaction and maintaining a professional demeanor.
- Optimized first call resolution processes to enhance customer satisfaction by ensuring rapid identification of issues and effective solution delivery.
- Documented customer interactions meticulously and facilitated timely updates to account details, optimizing operational efficiency.
- Integrated Microsoft Outlook, Microsoft Teams, and internal systems to enhance collaborative efforts and refine workflow methodologies.
- Streamlined customer interactions by applying company protocols and customized communication approaches to boost satisfaction levels.
- Evaluated call time quality and implemented enhancements to boost overall customer satisfaction.
- Analyzed challenges and applied problem-solving strategies to facilitate positive outcomes and improve overall experiences.
SVO PROGRAM COORDINATOR
COMTRANS
Phoenix, AZ
12.2017 - 06.2020
- Collected and documented SVO referrals from DCS to ensure comprehensive data management.
- Coordinated outreach to all participants in court-mandated supervised visitations to ensure compliance.
- Facilitated the transmission of requests as directed by DCS specialists for effective case management.
- Compiled comprehensive documentation of all interactions and details shared by involved parties in each case.
- Addressed urgent problems during crises to maintain safety and communicated updates to management.
- Facilitated assignment of DCS cases to specialists to ensure thorough review and approval.
- Arranged and confirmed visitations at pre-approved sites to facilitate case management processes.
- Facilitated secure documentation by ensuring precise case information transfer.
- Collaborated with field case aides to identify and implement effective solutions for special request changes during site visits.
SUPERVISED VISIT CASE AIDE
COMTRANS
Phoenix, AZ
07.2015 - 12.2017
- Ensured comprehensive documentation of visit notes, submitted promptly to maintain operational efficiency.
- Developed and implemented strategies to enhance parent-child engagement while fostering parental accountability in child care. Championed child safety initiatives to maintain a secure environment at all times.
- Communicated visitation plans and outlined guidelines, limitations, and responsibilities to all involved parties.
- Oversaw a minimum of 5 active cases daily, ensuring vehicle safety through regular inspections before commencing shifts.
- Reported all case-related issues to DCS specialists to ensure accurate documentation and resolution in company systems.
- Engaged with management in quarterly meetings to ensure clear communication of current safety protocols and updates mandated by the state department.
KIDS PROGRAM DRIVER
COMTRANS
Phoenix, AZ
07.2014 - 07.2015
- Oversaw logistics of transporting children from various locations, prioritizing their safety and well-being during transit.
- Recorded and verified entries in a scheduled transportation log, maintaining accuracy across both written and electronic records.
- Monitored adherence to safety guidelines, ensuring a safe atmosphere for kids.
- Monitored and executed scheduled routes, optimizing travel time and adherence to timelines.
- Documented detailed findings from daily inspections of bus performance and maintenance requirements.
Customer Service / Shipping & Receiving
Maximus Federal Services
Phoenix, AZ
01.2006 - 01.2010
Education
HS Diploma - undefined
East Valley High School
Gilbert, AZ01-2001
Skills
- Utilized Microsoft Office Suite to facilitate task management and promote effective collaboration among team members
- Facilitated management of high-volume incoming calls and performed accurate data entry tasks to maintain operational effectiveness
- Addressed customer needs and resolved challenges to foster satisfaction and loyalty through proactive service
- Applied strong organizational communication skills to systematically address and resolve multifaceted challenges
- Showcased consistent dedication and work ethic, ensuring excellence in every task undertaken
Timeline
Customer Service Representative
Maximus Federal Services
08.2021 - Current
SVO PROGRAM COORDINATOR
COMTRANS
12.2017 - 06.2020
SUPERVISED VISIT CASE AIDE
COMTRANS
07.2015 - 12.2017
KIDS PROGRAM DRIVER
COMTRANS
07.2014 - 07.2015
Customer Service / Shipping & Receiving
Maximus Federal Services
01.2006 - 01.2010
HS Diploma - undefined
East Valley High School