Desiree Plummer
Charlotte,NC
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.
Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance.
Overview
28
28
years of professional experience
Work History
Access Management Agent III
ATI Physical Therapy
02.2024 - Current
- Informed clients of policies and procedures.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Responded to customer requests for products, services, and company information.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Implemented and developed customer service training processes.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Trained staff on operating procedures and company services.
- Increased efficiency and team productivity by promoting operational best practices.
- Responded proactively and positively to rapid change.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Delivered prompt service to prioritize customer needs.
- Educated customers about billing, payment processing and support policies and procedures.
- Trained new personnel regarding company operations, policies and services.
- Investigated and resolved customer inquiries and complaints quickly.
- Identified and resolved discrepancies and errors in customer accounts.
- Promptly responded to inquiries and requests from prospective customers.
Travel Counselor
American Express
08.2022 - Current
- Responded immediately to clients' questions, issues and complaints and found effective solutions when required.
- Took payments via credit and debit cards and handled sensitive information with professionalism and discretion.
- Asked open-ended questions to best understand client needs and determine best travel offerings.
- Offered exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
- Researched hotels and airfare options to best meet client needs and expectations.
- Addressed client inquiries and resolved issues and complaints regarding various travel arrangements.
- Helped clients purchase flight tickets, arrange car rentals and locate other forms of transportation.
- Sustained operational efficiencies, coordinating domestic/international customer travel accommodations while managing airfare, hotel bookings and rental car reservations.
- Participated in travel seminars and remained up-to-date on market trends.
- Mitigated financial discrepancies, accurately collecting customer fees, managing refunds and providing accurate travel documentation.
Customer Care Advocate
Excellus BlueCross BlueShield
04.2021 - 08.2022
- Conducted complex research, review and analysis of medical records, treatment plans and claim information.
- Delivered customer support to high call load each shift.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
- Kept customer and system account information accurate and current to support timely resolutions for concerns.
- Educated customers where applicable to alleviate need for future contact.
- Researched resolutions, contacted necessary departments and responded to customer by phone, mail or fax as follow-up.
- Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Promptly responded to customer inquiries and resolved complaints to promote loyalty.
- Maintained high satisfaction score by consistently resolving first-call issues.
Regional Operations Specialist
SPECTRUM CHARTER COMMUNICATION
01.2018 - 04.2021
- Troubleshoot network and production issues and perform root-cause analysis
- Technical assistance resolving major and minor telecommunication and cable issues
- Performed routine and scheduled maintenance services.
- Dedicated job seeker with excellent communication, time management and computer skills
- Aiming to leverage my abilities to successfully fill the vacancy at your company
- Frequently praised as hardworking by my peers, I can be relied upon to help your company achieve its goals
- Provided efficient and courteous service to customers at all times.
- Adhered to quality and service standards to support operational goals.
Travel Consultant
World Travel Holdings
10.2015 - 11.2019
- Used company tools and systems to complete requests.
- Searched and confirmed travel reservations for customers.
- Reserved hotel rooms for business travelers based on individual preferences, schedules and budgets.
- Helped clients achieve lowest fairs fares and minimize risks of penalties.
- Communicated travel policies to clients and collaborated with preferred vendors to maximize company profit.
- Processed credit and debit payments and handled confidential information with discretion.
- Explained benefits of purchasing travel insurance with clients.
- Created travel itineraries and made adjustments to meet client specifications.
- Took payments via credit and debit cards and handled sensitive information with professionalism and discretion.
- Asked open-ended questions to best understand client needs and determine best travel offerings.
- Researched hotels and airfare options to best meet client needs and expectations.
- Participated in travel seminars and remained up-to-date on market trends.
- Addressed client inquiries and resolved issues and complaints regarding various travel arrangements.
- Responded immediately to clients' questions, issues and complaints and found effective solutions when required.
- Helped clients purchase flight tickets, arrange car rentals and locate other forms of transportation.
Trouble Resolutions Specialist II
EarthLink Telecommunications
09.2013 - 02.2016
- Telecommunications maintenance of various networks
Central Office Technician
Verizon
07.1997 - 09.2013
- Telecommunications maintenance of the wholesale market networks
- Special services delivery and resolution of major system issues
- Monitoring and dispatching field services to complete field work
- Tested circuits and components of malfunctioning telecommunications equipment to isolate sources of malfunctions
- Adjusted and modified equipment to enhance equipment performance and to respond to customer requests
- Requested support from technical service centers when on-site procedures failed to solve installation or maintenance problems
- Maintained computer and manual records pertaining to facilities and equipment.
- Performed database verifications using computers.
- Collaborated with other workers to locate and correct malfunctions.
- Entered codes needed to correct electronic switching system programming.
- Noted differences in wire and cable colors so that work can be performed correctly.
- Adhered to security procedures and followed safety regulations.
- Repaired and maintained circuits, cables and equipment for uninterrupted service.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Understood and followed oral and written directions.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Education
Real Estate
New York University
New York, NY06.2005
Electrical Engineering
NYC College of Technology
New York, NY06.1998
Skills
- High Volume Environment
- Complaint resolution
- Account updating
- Technical support
- Staff training
- Scheduling
- Call management
- Conflict resolution
- Staff education and training
- Documentation
- Computer proficiency
- Call center procedures
References
References available upon request
Timeline
Access Management Agent III
ATI Physical Therapy
02.2024 - Current
Travel Counselor
American Express
08.2022 - Current
Customer Care Advocate
Excellus BlueCross BlueShield
04.2021 - 08.2022
Regional Operations Specialist
SPECTRUM CHARTER COMMUNICATION
01.2018 - 04.2021
Travel Consultant
World Travel Holdings
10.2015 - 11.2019
Trouble Resolutions Specialist II
EarthLink Telecommunications
09.2013 - 02.2016
Central Office Technician
Verizon
07.1997 - 09.2013
Real Estate
New York University
Electrical Engineering
NYC College of Technology
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