Diamond de Terville

• Responsible for completing service requests and equipment research tickets.
• Identified opportunities for process automation initiatives.
• Performed basic troubleshooting steps to resolve customer problems quickly.
• Investigated complex cases that require additional research or escalation to higher level support staff members.
• Maintained confidentiality of sensitive information obtained during interactions with customers.
• Trained new customer support staff members on proper use of software, systems, and customer service protocols.

• Managed customer accounts by providing assistance with enrollment, authentication, identity verification.
• Investigated and verified the authenticity of customers' documents for identity verification purposes.
• Investigated queries from customers regarding their account status or identity verification process.
• Implemented anti-fraud measures such as identity verification protocols and real-time alerts on high-risk transactions.
• Verified identity of customers through government issued identification documents or other forms of verification in comparison to live video sessions
• Conducted periodic audits on completed documents associated with identity verifications.

WFH contract employee*

• Claims processor for the COVID 19 Pandemic Unemployment Assistance program
• Utilized various software applications to enter, update, verify, and retrieve data efficiently.
• Validated customer information, such as addresses and contact numbers.
• Organized files, updated customer information, and generated reports as requested.
• Verified entries made in the database against original paper documents to ensure accuracy.
• Entered large volumes of data quickly with a high degree of accuracy.
• Identified errors in the data entry process and corrected them promptly.
• Inputted data into computer system to ensure accuracy and completeness of records.
• Updated existing records with new or revised information as needed.
• Utilized specialized software applications related to the job role.

WFH Tier 3 customer service representative; escalations*

• Generated reports on customer feedback data to inform product development decisions.
• Analyzed customer feedback data to identify areas of improvement in the customer experience.
• Answered customer inquiries via telephone, email, live chat and social media platforms.
• Resolved customer complaints through attentive listening and creative problem-solving techniques.
• Maintained detailed records of all interactions with customers using CRM software tools.
• Provided technical support for online purchases and troubleshooting any issues that arose during the process.
• Maintained high satisfaction rating with customers by providing exceptional service and support.
• Exceeded company productivity standards on consistent basis.

• Ensured compliance with HIPAA regulations regarding privacy of patient information.
• Participated in team meetings to discuss new initiatives or changes in processes.
• Operated computer systems to enter customer orders into the system.
• Facilitated communications between healthcare providers and pharmacists to meet customers' needs.
• Participated in training sessions to enhance skills and knowledge.
• Working with insurance companies, healthcare providers and/or internal teams to screen, identify, resolve and defer orders with accounts receivable and/or clinical issues
• Analyzed customer needs based on interactions through phone or email correspondence.
• Processed incoming and outgoing calls regarding prescription refills, adverse reactions to medications, or medical problems related to drugs.
• Performed data entry tasks for pharmacy records management system.
• Maintained patient profiles, including demographics, insurance coverage, and medication history.
• Provided excellent customer service to patients and healthcare providers while answering inquiries, resolving complaints, and processing orders.

• Career Break for Maternity Leave

• Addressed customer inquiries, concerns, and objections professionally.
• Gathered customer feedback for product development purposes.
• Coordinated with internal teams to ensure all tasks related to brand ambassador duties were completed accurately.
• Maintained an up-to-date knowledge base on current industry developments.
• Provided customer service support during promotional events or when needed.
• Promoted positive company image through superior customer service experiences.
• Recommended, selected and helped locate merchandise based on guest needs and desires.

• Provided quick and accurate captions for client's telephone conversations using voice recognition applications (hear audio, voice what was heard, proof-read and develop captions - all simultaneously)
• Proofread and edited existing transcripts for accuracy, grammar, and punctuation.
• Maintained the quality standards for accuracy and speed
• Troubleshot technical issues related to the capture and delivery of captions.
• Developed effective workflows for efficient captioning processes.
• Worked closely with production teams to develop captioning strategies.

• Guaranteed guest satisfaction and positive experience through genuine, enthusiastic and friendly interactions
• Maintained high standards of customer service during high-volume work shifts and fast-paced operations.
• Cross-trained in multiple positions within the restaurant including hostess, server and bartender duties.
• Monitored guest behavior for signs of intoxication or disruptive behavior and took appropriate action when necessary.
• Conducted regular inventory checks to ensure adequate supplies are available.
• Handled various cleaning duties to keep common areas neat and organized.
• Opened and closed establishment on time with proper setup and procedure.
• Provided support to junior staff during peak periods of workloads.
• Trained new staff in relevant processes and procedures.

• Automated office operations while managing record tracking and data communications
• Formatted and finalized Last Wills & Testaments for clients
• Organized and maintained filing systems for physical and electronic documents, ensuring accuracy and confidentiality of records.
• Scheduled appointments between clients and customers and internal staff members.
• Processed incoming mail and distributed to appropriate personnel.
• Proofread documents for accuracy prior to distribution or printing.
• Provided administrative support for multiple departments within the organization.
• Typed letters, memos, emails, reports using Microsoft Office Suite products.
• Provided administrative support to staff members, including copying and scanning documents, filing paperwork, and ordering supplies.