Diamond Starks
Macon,GA
Summary
Experienced customer-oriented professional with strong multi-tasking skills and ability to efficiently prioritize task. Looking to obtain the position of a Customer Service Ambassador. Coming with active listening skills and sound knowledge of CSR systems and practices. Team player,I will bring my unique visioning ability to any company , I am experienced in many areas related to company's current goals,including expanding international jobs. Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Customer Service Order Support
VXI Global Solutions
Macon, GA
07.2023 - Current
- Receive and fulfill orders in a timely, efficient manner
- Track all orders via delivery software
- Note inventory levels and alert supervisors to potential issues
- Answer phone calls, process returns, and provide online customer service.
- Collaborated with other departments to resolve complex customer issues.
- Developed positive relationships with customers through courteous communication.
- Maintained up-to-date knowledge of product features and services offered by the company.
- Resolved customer complaints in a timely manner.
- Participated in team meetings and training sessions as required.
- Updated customer information within database systems as needed.
- Evaluated customer needs and identified appropriate solutions in a timely manner.
- Promptly addressed customer issues related to billing or service problems.
- Performed data entry tasks as required.
- Processed orders, returns, exchanges, refunds, and cancellations accurately and efficiently.
- Resolved customer issues in a timely manner, ensuring customer satisfaction.
Enrollment Specialist
Health IQ
Macon, GA
10.2022 - 12.2022
- Take inbound and outbound calls from customers and ask appropriate questions regarding patient's benefits
- Complete data entry and appropriate forms to document patient's benefits coverage
- Work with patients and their healthcare providers to complete enrollment activities
- Perform reimbursement related activities such as benefit investigations, prior authorizations, appeals, etc
- Manage case load depending on the parameters of the program
- Coordinate distribution of educational materials, answer basic clinical and program inquiries
- Work in a support capacity for the department.
- Handled new enrollments by entering customers' data and reviewing information.
- Prepared reports on enrollment statistics and discussed how to improve enrollment procedures during team meetings.
- Reviewed applications for accuracy before submitting them for approval.
Provider Service Advocate
Sykes Work from Home
Coral Springs, FL
02.2022 - 12.2022
- Provide assistance to providers
- Answer phone and assist providers with changes
- Maintain up-to-date knowledge of members accounts
- Explain benefits and eligibility
- Confirm payments, refunds, etc
- Resolve payment and order disputes
- Provide excellent technical support
- Operate the live chat.
- Developed strategies for improving overall efficiency of the department's workflow.
Customer Service Representative
Teleperformance
Boca Raton, FL
08.2020 - 09.2021
- Provide technical support troubleshooting home devices
- Onboard activate new accounts
- Answer calls as a customer service representative
- Fulfill orders and process returns via chat, phone, and email
- Review or make changes to customer accounts
- Compile reports on overall customer satisfaction
- Resolve customers' service or billing complaints
- Assist customers with a warm and professional attitude
- Process orders, customer transactions, and exchanges
- Handle emails, inbound calls, and outbound calls
- Keep records of customer complaints
- Interact with customers through email
- Assist customers with questions
- Manage customer accounts
- Assist with technical support duties
- Handle billing issues and order inquiries
- Warm transfers
- Send out replacement orders.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Educated customers on special pricing opportunities and company offerings.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Managed high volume of inbound customer calls with professionalism.
Customer Service Manager
Walmart
Davie, FL
11.2014 - 12.2019
- Improve customer service experience, create engaged customers, and facilitate organic growth
- Take ownership of customers' issues and follow problems through to resolution
- Set a clear mission and deploy strategies focused towards that mission
- Review reports to establish baseline customer satisfaction levels
- Contact customers who have complained and work with them to resolve their issues
- Promote a positive work environment for employees and lead by example
- Manage staffing levels for the customer service counter and other key areas
- Ensure associates are adequately trained and up to date on current procedures
- Oversee cashiers, fill and switch up cash registers, schedule cashiers' breaks, assign associates to a cashier role when the store is too busy
- Various other front end operations
- Money services: cash customers' paychecks, bill payment, money transfers.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Led team engagement to assist cross-functional departments and achieve goals.
Customer Service Representative
Loahmanns
Aventura, FL
10.2013 - 01.2014
- Assist customers by phone to detect technical problems
- Follow customer service on company policies and regulations
- Deal with client problems and complaints keeping cordial and helpful
- Explain clients the terms of warranties
- Anticipate customers' needs and recommend products
- Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills
- Cancel and upgrade accounts
- Contact customers to respond to inquiries or notify them of claim investigation results and any planned adjustments
- Handle changes in policies and renewals
- Greet customers warmly and ascertain problem or reason for calling
- Work with the customer service manager to ensure proper customer service is being delivered
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
Housekeeper
JW Marriott
Miami Beach, FL
09.2008 - 06.2010
- Perform a variety of cleaning activities such as sweeping, mopping, dusting, and polishing
- Ensure all rooms are cared for and inspected according to standards
- Protect equipment and make sure there are no inadequacies
- Notify superiors of any damages, deficits, and disturbances
- Deal with reasonable complaints/requests with professionalism and patience
- Check stocking levels of all consumables and replace when appropriate
- Adhere strictly to rules regarding health and safety and be aware of any company-related practices.
Education
High school diploma or GED -
Miami Northwestern Senior High School
Skills
- Customer Experience
- Customer Service
- Front Desk
- Store Management Experience
- Live Chat
- Technical Support
- Employee Orientation
- Cold Calling
- Help Desk
- Computer Networking
- Troubleshooting
- Network Support
- Microsoft Word (10 years)
- Microsoft Powerpoint (10 years)
- Technical Support (3 years)
- Computer literacy
- Typing
- Microsoft Office
- Desktop Support
- Remote Access Software
- Microsoft Windows Server
- Salesforce (1 year)
- Housekeeping management (2 years)
- Warm calling (4 years)
- Technical support
- Customer service
- Cold calling
- Inside sales
- Order fulfillment
- Desktop support
- Software troubleshooting
- Remote access software
- Account management
- Salesforce
- Windows
- IOS
- Mac OS
- Computer networking
- Network support
- Databases
- HIPAA
- Telemarketing
- Outbound sales
- Live chat
- Cash handling
- Cash register
- Order entry
- Leadership
- VPN
- Sales
- Computer skills
- Communication skills
- Outbound calling
- Negotiation
- English
- Guest services
- Hospitality
- Data entry
- Healthcare management
- Upselling
- Supervising experience
- CRM software
- Microsoft Excel
- Customer support
- Microsoft Word
- Microsoft Powerpoint
- HubSpot
- Call center
- Microsoft Outlook
- Medical scheduling
- Order management system
- Time management
- B2B sales
- Phone etiquette
- Smartsheet
- Complaint Handling
- Social Media
- Technical Troubleshooting
- Call Management
- Online Chat Support
- Problem-solving abilities
- Self Motivation
- Active Listening
- Goal Setting
- Microsoft Windows and Office
Certification
Security License
Timeline
Customer Service Order Support
VXI Global Solutions
07.2023 - Current
Enrollment Specialist
Health IQ
10.2022 - 12.2022
Provider Service Advocate
Sykes Work from Home
02.2022 - 12.2022
Customer Service Representative
Teleperformance
08.2020 - 09.2021
Customer Service Manager
Walmart
11.2014 - 12.2019
Customer Service Representative
Loahmanns
10.2013 - 01.2014
Housekeeper
JW Marriott
09.2008 - 06.2010
High school diploma or GED -
Miami Northwestern Senior High School
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