DORIS HEITCHA
Houston,TX
Summary
Dynamic Customer Service Advocate with extensive experience at Centene Corp, excelling in complaint resolution and fostering customer loyalty. Proven ability to enhance satisfaction through empathetic communication and effective problem-solving. Skilled in call center operations and CRM software, consistently achieving high first-call resolution rates while supporting team training initiatives.
Developed strong communication and problem-solving skills in customer-focused environment, seeking to transition into new field. Effectively managed customer interactions and resolved issues while maintaining positive relationship. Eager to apply these transferrable skills to contribute value in fresh, challenging role.
Overview
2
2
years of professional experience
1
1
Certification
Work History
CUSTOMER SERVICE ADVOCATE III
AT CENTENE CORP
03.2024 - Current
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Managed high call volume during peak hours, prioritizing urgent cases while maintaining attention to detail.
- Maintained a positive work environment, fostering team collaboration and continuous improvement.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Enhanced customer satisfaction by promptly addressing and resolving inquiries and issues.
- Supported call center associates by taking on escalated calls, handling complex concerns and achieving customer satisfaction targets.
- Completed opening and closing functions to meet operational needs.
- Implemented new strategies to reduce average call handling time while maintaining high-quality service.
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account, and service information.
- Adapted quickly to changes in company policies or systems, ensuring minimal disruption in service delivery during transitions.
- Developed comprehensive knowledge of company products and services to provide accurate information to customers.
- Increased customer retention by offering personalized solutions and building rapport through empathetic listening.
- Utilized CRM software to track customer interactions, ensuring seamless handoff between support agents when needed.
- Collaborated with cross-functional teams to address complex customer issues and improve overall experience.
Customer Service Advocate III
ALINE Staffing Agency
11.2023 - 03.2024
- Participated in regular performance evaluations, consistently exceeding expectations in key metrics such as first-call resolution rate.
- Conducted regular training sessions for new hires to ensure consistent service delivery across the team.
- Responded to customer requests for products, services, and company information.
- Maintained up-to-date knowledge of product and service changes.
Education
Bachelor of Science -
UNIVERSITY OF YAOUNDÉ 2
YAOUNDE, CAMEROONSkills
- Call center experience
- Data entry
- Administrative support
- Complaint handling
- Data collection
- Computer proficiency
- Complaint resolution
- Appointment setting
- Technical support
- Microsoft outlook
- Technical troubleshooting
- Account management
- Live chat support
- Multi-line phone talent
- Escalation management
- Typing speed
- Order fulfillment
- Professional telephone demeanor
- Clerical support
- Call center operations
Certification
- Sales Manager Certificate
- ACE - Adobe Certified Expert, Photoshop
- [Area of certification], [Company Name] - [Timeframe]
- Licensed [Job Title] - [Timeframe]
- [Area of certification] Training - [Timeframe]
Languages
English
Full Professional
French
Full Professional
Spanish
Elementary
Timeline
CUSTOMER SERVICE ADVOCATE III
AT CENTENE CORP
03.2024 - Current
Customer Service Advocate III
ALINE Staffing Agency
11.2023 - 03.2024
Bachelor of Science -
UNIVERSITY OF YAOUNDÉ 2
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