Diamond Smith
Phenix City,AL
Summary
Dedicated Customer Service Representative with 8 years of experience in customer-facing roles, currently enhancing customer satisfaction at Everise. Proficient in CRM software, including E-Clinical Works, Epic, and Athena Health, with a strong track record in data management and sales. Seeking to leverage expertise in customer retention and technical support in a new Customer Service Representative position.
Overview
9
9
years of professional experience
Work History
Patient Support Specialist
Everise
04.2023 - Current
- Address customer inquiries related to assisting with patient registration, scheduling appointments, and ensuring a comfortable experience.
- Provide technical assistance for customers using online pharmacy platforms.
- Ensure prompt resolution of customer issues to foster ongoing business relationships.
- Recognize each customer interaction as a chance to establish a lasting rapport.
- Utilize electronic medical record systems including E-Clinical Works, Epic, and Athena Health proficiently.
- Maintain rigorous compliance with HIPAA regulations to protect patient privacy and data security.
Retention Specialist
Spectrum
04.2022 - 04.2023
- Supported customer experience enhancement initiatives through diligent and effective service provision.
- Maintained high levels of customer satisfaction and professionalism in all interactions.
- Achieved weekly and monthly retention targets through effective telephone engagement strategies.
- Handled inbound retention calls promptly, adhering to call handling metrics including time management and post-call tasks.
- Addressed customer billing inquiries, clarified pricing and product packages, and resolved service complaints.
- Mastered order processing systems for account management, new sales entries, and account inquiries.
- Demonstrated comprehensive knowledge of products and services to effectively re-sell and retain existing customers.
Data Entry Specialist
Alivi
09.2018 - 03.2022
- Entered and updated information in multiple databases, ensuring high accuracy and attention to detail.
- Verified the completeness and correctness of data prior to entry, maintaining rigorous quality control standards.
- Managed both physical and electronic filing systems to facilitate efficient information retrieval.
- Compiled data from various sources to assist in report generation, supporting organizational decision-making processes.
- Collaborated with colleagues to identify and rectify data discrepancies or entry issues, enhancing team efficiency.
Sales Associate (Part-Time)
Forever 21
06.2016 - 12.2018
- Demonstrated comprehensive product knowledge to enhance customer interactions.
- Maintained a welcoming atmosphere, greeting customers upon entry and exit.
- Addressed customer inquiries promptly, ensuring a responsive service experience.
- Actively pursued opportunities to provide exceptional customer service.
- Assisted customers with product selection and availability inquiries.
- Communicated current sales, promotions, and brand initiatives to build customer loyalty.
- Adhered to the Customer FIRST model for superior customer engagement.
- Processed transactions, returns, and exchanges with accountability and courtesy.
- Upheld visual merchandising standards across the sales floor and displays.
- Collaborated with team members to contribute to a customer-centric store environment.
Education
Bachelor of Education - undefined
Columbus State University
Columbus, GA05.2028
High School Diploma - undefined
Coffee County High School
Douglas, GA05.2017
Skills
- Communication Skills
- Problem-Solving
- Customer Relationship Management (CRM)
- Active Listening
- Time Management
- Conflict Resolution
- Empathy
- Technical Proficiency
- Data Entry
- Multitasking
- Analytical Thinking
Timeline
Patient Support Specialist
Everise
04.2023 - Current
Retention Specialist
Spectrum
04.2022 - 04.2023
Data Entry Specialist
Alivi
09.2018 - 03.2022
Sales Associate (Part-Time)
Forever 21
06.2016 - 12.2018
Bachelor of Education - undefined
Columbus State University
High School Diploma - undefined
Coffee County High School
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