Ebony Connor
Charlotte,NC
Summary
Personable and dedicated Customer Service Representative with extensive experience. Solid team player with an upbeat, positive attitude and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed, and process optimization. Articulate, enthusiastic, and results-oriented with a demonstrated passion for building relationships, cultivating partnerships, and growing businesses. Determined and ambitious dedicated to continuously exceeding sales expectations. Pursues every opportunity with an organized, targeted, and tenacious mentality centered on acquiring customers and closing sales. Successful sales professional focused on continuous prospecting and relationship development. Delivers strong sales results by consistently seeking out opportunities and building connections with target customers.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Medicaid
Remote
03.2023 - 01.2024
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
Sales Development Associate
Medicare
Kansas City
01.2022 - 03.2023
- Medicare benefits reviews, Sales, Customer service, Help progress opportunities as needed, Qualify and respond to daily marketing leads
Customer Service Representative
Aetna Insurance
Charlotte, NC
01.2018 - 03.2022
- Educated customers on special pricing opportunities and company offerings, Delivered high level of service and support to each customer, Escalated customer concerns, store issues and inventory requirements to supervisors, Cultivated impactful relationships with customers and drove business development by delivering product knowledge, Reviewed account and service histories to identify trends and issues, Evaluated customer account information to assess current issues and determine potential solutions, Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations, Worked with managers to develop service improvement initiatives, Documented conversations with customers to track requests, problems and solutions, Consulted with customers to determine best methods to resolve service and billing issues, Created and implemented process improvements to reduce workloads and bolster callback efficiency, Informed customers about billing procedures, processed payments and provided payment option setup assistance, Asked probing questions to determine service needs and accurately input information into electronic systems, Set up and activated customer accounts.
Building Inspector
Sunstate Security
Charlotte, NC
01.2016 - 12.2018
- Maintained up-to-date knowledge of inspection techniques, codes, ordinances and regulations, Completed investigations into complaints, incidents and accidents at work sites, Noted recurrent issues and worked with contractors to prevent re-occurrence, Documented violations and issued documentation such as stop work orders to contractors or owners, Filed and submitted reports detailing finding and any actions taken, Checked site permits and licenses of operating contractors, Conducted inspections of buildings, equipment and grounds for deficiencies, including potential health, safety and code violations, Re-evaluated commercial and residential constructions with previous failed inspections, Performed inspections of current construction, refurbishment and repair projects, Gave information about methods and materials to correct problems and bring construction in compliance with ordinances and codes, Conducted site pre-inspections and coordinated post-construction audits, Improved customer satisfaction by finding creative solutions to problems, Created agendas and communication materials for team meetings, Demonstrated self-reliance by meeting and exceeding workflow needs, Earned reputation for good attendance and hard work, Improved profit margins by streamlining operations and workflow and negotiating competitive vendor contracts, Provided excellent service and attention to customers when face-to-face or through phone conversations, Worked closely with team members to deliver project requirements, develop solutions and meet deadlines, Improved operations by working with team members and customers to find workable solutions, Performed site evaluations, customer surveys and team audits, Recognized by management for providing exceptional customer service.
Driver/ Dispatcher
Courier Net
Charlotte, NC
01.2016 - 06.2018
- Delivered packages to customers in a timely and efficient manner.
- Inspected vehicles for mechanical items and safety issues, ensuring they are in proper working condition.
- Maintained accurate logs of vehicle inspections and repair status.
- Checked loads to ensure that cargo was secure and distributed evenly.
Childcare Director
Perfect Love And Care Childcare
Charlotte, NC
01.2011 - 12.2016
- Developed, implemented and monitored policies and procedures to ensure the safety of all children in care.
- Organized and supervised staff recruitment, training and performance management.
- Maintained accurate records of children's attendance, health information and developmental progress.
- Provided guidance for parents on child development issues.
- Coordinated daily activities such as meals, rest periods, outdoor playtime and learning activities.
- Resolved conflicts between staff members or between staff and families.
- Created a safe, nurturing environment for children by providing appropriate supervision of their activities.
Recruiter Assistant
Strategic Staffing Solutions
Charlotte, NC
01.2012 - 08.2015
- Scheduled and conducted interviews with potential candidates for open positions.
- Reviewed job applications, resumes and CVs to identify qualified applicants.
- Assisted in the development of recruitment materials including job descriptions, postings and advertisements.
- Conducted reference checks on shortlisted candidates as part of the pre-screening process.
Education
Associate of Arts - Businesses Administration
Ashford University
High school diploma or GED -
Skills
- Credit card payment processing
- Report creation
- Adaptive team player
- Office equipment proficiency
- Inbound and outbound calling
- High-energy attitude
- Courteous demeanor
- Call center experience
- Customer relations
- Active listening
- Schedule mastery
- Clerical support
- Pricing
- Security (10 years)
- Management
- Complaint Handling
- Call Documentation
- Customer Service
Timeline
Customer Service Representative
Medicaid
03.2023 - 01.2024
Sales Development Associate
Medicare
01.2022 - 03.2023
Customer Service Representative
Aetna Insurance
01.2018 - 03.2022
Driver/ Dispatcher
Courier Net
01.2016 - 06.2018
Building Inspector
Sunstate Security
01.2016 - 12.2018
Recruiter Assistant
Strategic Staffing Solutions
01.2012 - 08.2015
Childcare Director
Perfect Love And Care Childcare
01.2011 - 12.2016
Associate of Arts - Businesses Administration
Ashford University
High school diploma or GED -
Similar Profiles
Esteban IgnacioEsteban Ignacio
Elderly Caregiver at MedicaidElderly Caregiver at Medicaid
Precious DillonPrecious Dillon
Claims Representative at MedicaidClaims Representative at Medicaid
Esther L Reyes PerezEsther L Reyes Perez
Registered Behavior Technician at MedicaidRegistered Behavior Technician at Medicaid
Tasha CarpenterTasha Carpenter
Economic Support Specialist at MedicaidEconomic Support Specialist at Medicaid
Samantha CottonSamantha Cotton
Manager at Mellow MushroomManager at Mellow Mushroom