Summary
Overview
Work History
Education
Skills
Timeline
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Ebonie Peyton

Moore,OK

Summary

Experienced customer-focused sales professional with a proven track record of delivering exceptional service, surpassing sales targets, and cultivating long-lasting client relationships. Seeking to leverage strong communication, problem-solving, and sales skills to make a meaningful contribution in customer service, sales, or the pharmaceutical industry. As a Customer Service Representative, brings top-notch oral and written communication skills, active listening abilities, and analytical problem-solving capabilities. Consistently enhances customer experiences by adopting a service-oriented approach, understanding their desires, and offering tailored solutions that foster loyalty.

Overview

12
12
years of professional experience

Work History

Customer Service Retention Specialist

Cox Communications
10.2022 - Current
  • Take calls from customers who are considering downgrading or disconnecting, listening to their concerns and steering them toward solutions so that we can turn the corner on their experience with us
  • Have transparent conversations to help customers understand the value of existing Cox products and services while uncovering the need to add additional products and services
  • Solidify the why Cox products and services satisfy their needs
  • Upsell, cross-sell, and work to retain every customer with whom you interact
  • Negotiate pricing and identify new opportunities while actively engaging in conversation about our competitors and the value Cox provides (following company guidelines, of course).
  • Participated in ongoing professional development and training sessions to stay current on industry trends and best practices for customer retention strategies.
  • Negotiated mutually beneficial solutions for both the company and its clients when handling cancellations or refunds requests.

Escalation Support Coordinator

Enterprise Rent-A-Car Communications
11.2020 - 10.2022
  • Answer incoming calls for reservations, rate quotes, general questions and answers, provide information and resolution for customers, other branches, and other vendors
  • Provide superior, efficient customer service by understanding and communicating rental terms and conditions, vehicle features, and other services
  • Continuously build knowledge and skills, pursue on-the-job training and development opportunities and any company-sponsored classroom training
  • Resolve customer issues independently, minimizing the need for supervisor intervention and maintaining a high level of satisfaction
  • Consistently exceed performance targets, delivering exceptional customer service and meeting company expectations
  • Receive recognition and awards for outstanding service, perfect attendance, and key contributions to team success.

Patient Care Advocate

Express Scripts
06.2012 - 02.2014
  • Engage, consult, and educate members based upon the member's unique needs, preferences, and understanding of their health plan's prescription benefits
  • Anticipate customer needs and provide the customer with related information to answer the unasked questions
  • Document and track contacts with members, providers, and plan sponsors
  • Guide the member through their member's plan of benefits.
  • Performs review of member claim history to ensure accurate tracking of benefit maximums and/or coinsurance/deductible
  • Maintained confidentiality of patient data and condition to safeguard health information.
  • Demonstrated empathy toward diverse patient populations, building trust through compassionate interactions.
  • Actively participated in ongoing professional development opportunities to stay current on best practices and emerging trends in patient care advocacy.

Education

Medical Assistant

Dickenson Warren Business College
Concord, CA
10-1997

Skills

Sales Expertise: Demonstrated ability to consistently exceed sales targets through personalized customer engagement and product recommendations

  • Customer-Centric Approach: Strong focus on understanding and meeting customer needs, leading to high satisfaction and repeat business
  • Effective Communication: Excellent verbal and written communication skills for customer interactions, issue resolution, and team collaboration
  • Call center experience
  • Email Etiquette
  • CRM software proficiency
  • Telephone Manner
  • Teamwork and Collaboration
  • Problem-solving abilities
  • Time Management
  • Multitasking
  • Attention to Detail
  • Organizational Skills
  • Adaptability and Flexibility
  • Self Motivation

Timeline

Customer Service Retention Specialist

Cox Communications
10.2022 - Current

Escalation Support Coordinator

Enterprise Rent-A-Car Communications
11.2020 - 10.2022

Patient Care Advocate

Express Scripts
06.2012 - 02.2014

Medical Assistant

Dickenson Warren Business College

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Ebonie Peyton