Summary
Overview
Work History
Education
Skills
Certification
Timeline
Hi, I’m

Eboni Clark

Houston,TX

Summary

Dedicated Customer care professional dedicated to consistently surpassing service goals with unparalleled support for Customer care professional dedicated to consistently surpassing service goals with unparalleled support for Customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers.

Overview

11
years of professional experience
2
Certification

Work History

Alight Solutions

Senior Customer Care Representative
06.2019 - Current

Job overview

  • Train and mentor 10+ new and existing colleagues on client specific health and welfare, spending accounts, and dependent verification to deescalate call handling for employees and team metrics.
  • Delegate hardship withdrawal requests from employees 401k retirement and savings to consistently meet hardship deadlines. Investigate supporting documents to confirm that documents meet hardship requirements.
  • Daily data preparation and control to ensure employees accounts are updated and accurate with interactions and transactions.
  • Respond to customer inquiries such as 401k retirement and savings and health and welfare, resulting in positive customer feedback, reduced escalations, and increase team efficiency.
  • Assist with processing 401k retirement and savings transactions as withdrawals, distributions, loans and rollovers requests.

U.S. Legal Support Corporation

Expediter/ Clerk
07.2017 - 06.2019

Job overview

  • Improved client satisfaction by promptly addressing inquiries and resolving issues related to order status of records and delivery in a timely manner.
  • Responded to providers and medical facilities inquiries to ensure record retrievals were received by subpoena deadline.
  • Trained 10+ new expeditors on record retrieval using company plan provisions, client management relationships, and advanced knowledge using company systems and tools to increase retrieval of records before deadline.
  • Retrieved data as requested, keeping it confidential and verifying accuracy of data entered.
  • Improved services by 30-50% completing high priority subpoena requests in West, Midwest, and Southwest Regions on Emergency Project Team
  • Maintained filling subpoenas, record retrievals, and correspond with providers for accurate updated statuses.

Jimmy Johns Gourmet Sandwiches Independent Franchise

Driver/ Weekend Manager
05.2015 - 07.2017

Job overview

  • Monitored inventory levels closely, ordering supplies as needed to avoid stockouts or excess waste
  • Enhanced team performance with regular training sessions 5+ focusing on customer service and product knowledge
  • Collaborated effectively with dispatchers, ensuring efficient communication for route planning and adjustments
  • Improved customer satisfaction by maintaining punctuality and adhering to strict delivery schedules
  • Maintained high standards of cleanliness throughout facility, ensuring pleasant atmosphere for guests
  • Reduced operational costs through comprehensive process improvement initiatives and resource management

Executive Security Systems

Security Guard
08.2014 - 10.2014

Job overview

  • Enhanced overall security by conducting thorough patrols and monitoring premises
  • Improved response time to incidents by maintaining clear communication channels with team members
  • Prevented unauthorized access to sensitive areas by verifying credentials and enforcing strict entrance policies
  • Maintained safe environment for staff and visitors through proactive surveillance and communication

NCO Call Center/ APAC Corporation

Customer Service Representative/ Sales/ Dispatcher
11.2012 - 08.2014

Job overview

  • Streamlined call center processes for improved efficiency and reduced wait times.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Improved response times by efficiently prioritizing and dispatching emergency calls.

Education

North Forest High School
Houston, TX

Diploma
01.2010

Skills

  • Project Management
  • Data Control
  • Adaptability
  • Methodical
  • Microsoft Proficient
  • Exceptional Communication
  • Complaint Handling
  • Meeting Facilitation
  • Human Resources
  • Process Streamline
  • Time Management
  • Problem Resolution

Certification

  • State of Texas Insurance Adjuster License
  • State Farm Property Certification
  • State Farm Auto Certification

Timeline

Senior Customer Care Representative

Alight Solutions
06.2019 - Current

Expediter/ Clerk

U.S. Legal Support Corporation
07.2017 - 06.2019

Driver/ Weekend Manager

Jimmy Johns Gourmet Sandwiches Independent Franchise
05.2015 - 07.2017

Security Guard

Executive Security Systems
08.2014 - 10.2014

Customer Service Representative/ Sales/ Dispatcher

NCO Call Center/ APAC Corporation
11.2012 - 08.2014

North Forest High School

Diploma

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Eboni Clark