CRM
Ebony White
Temecula,California
Summary
Proven leader in customer service management at Health Net, adept in CRM software and conflict resolution, significantly enhancing customer satisfaction and team performance. Skilled in Microsoft Office, also strategic approach to problem-solving and staff training boosted retention and streamlined operations, marking a notable achievement in operational excellence.
Overview
11
11
years of professional experience
Work History
Customer Service Manager
Health Net
03.2020 - 02.2024
- Prioritized customer satisfaction and loyalty by effectively resolving customer complaints.
- Addressed and resolved customer issues with a proactive approach.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Successfully resolved customer issues through the implementation of effective solutions, resulting in reduced complaints.
- Trained and mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees, assessed performances to identify training needs, and developed accurate plans for reducing process lags.
- Ensured prompt resolution of client requests.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Enhanced associates' skills in performance-oriented strategies and customer service techniques through training and mentorship.
- Developed detailed plans based on broad guidance and direction.
- Streamlined and monitored quality programs, alleviating overdue compliance activities.
- Kept accurate records to document customer service actions and discussions.
- Optimized workflow processes to maximize efficiency while maintaining an unwavering commitment to client satisfaction.
- Analyzed customer feedback data to identify trends and areas for improvement, driving continuous enhancement of services provided.
- Created and reviewed invoices to confirm accuracy.
- Implemented quality control measures to maintain high standards of service across all touchpoints within the organization.
- Oversaw creation of knowledge base to assist customers with self-service options.
- Boosted customer retention rates through personalized follow-up strategies.
- Developed customer service manual to standardize procedures across all departments.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Human Resources Assistant
Thrive Market
10.2017 - 03.2020
- Kept personnel files well-organized and up-to-date while maintaining strict confidentiality.
- Filed paperwork, sorted, and delivered mail and maintained office organization.
- Conducted new hire orientation to verify completion of appropriate paperwork, recording information on human resources database.
- Answered and redirected 30+ incoming phone calls for office.
- Assisted in payroll processing to ensure timely delivery of paychecks to all employees.
- Monitored employee attendance and performance to verify punctuality and absences, addressing issues in accordance with company policies and procedures.
- Supported talent acquisition efforts by screening resumes, scheduling interviews, and performing reference checks for prospective candidates.
- Screened applicant resumes and coordinated both phone and in-person interviews.
- Created and completed personnel action forms for hires, terminations, title changes and terminations.
- Delivered friendly assistance with new hires throughout interviewing and hiring process.
- Cultivated a positive work environment through facilitating open dialogue between management and staff.
- Played a key role in conflict resolution efforts, resulting in improved workplace harmony.
- Assisted in creation of training and development programs, addressing skill gaps and promoting career growth.
- Managed confidential employee records, safeguarding personal and professional information.
- Achieved a significant decrease in employee turnover through the implementation of targeted retention strategies and feedback mechanisms.
- Streamlined recruitment processes, reducing time-to-hire through effective coordination with department managers.
- Supported development of performance management systems, aligning employee objectives with company goals.
- Updated and maintained employee attendance records.
- Ensured prompt response and resolution of employee queries on benefits and HR matters.
- Helped employees register for benefits programs using online portals.
- Scheduled and coordinated interviews between hiring managers and potential candidates.
- Set up orientations and initial training for new employees.
- Coordinated employee relocation processes.
Lead Cashier
Costco
09.2012 - 10.2017
- Maintained a balanced cash drawer with diligent attention to detail and accurate counting practices.
- Trained, mentored, and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.
- Assisted customers by answering questions and fulfilling requests.
- Processed both cash and card purchase and returns.
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
- Resolved customer complaints empathetically yet professionally, salvaging potentially negative experiences into positive ones.
- Worked extra shifts during busy periods and covered for call-in employees to maintain service levels.
- Helped customers complete purchases, locate items, and join reward programs.
- Assisted customers with finding products and answering questions, resulting in an enjoyable shopping experience.
- Streamlined the checkout process for faster service, leading to increased customer loyalty.
- Processed payments effectively and accurately handled cash, credit, debit and personal check transactions.
- Alleviated customer service needs with policy-appropriate solutions.
- Promoted store specials and upsold items at the register, increasing average transaction value per customer visit.
- Performed store opening, closing, and shift-change actions and kept accurate shift-change logs.
- Quickly and accurately counted drawers at start and end of each shift.
- Trained 40+ team members on cash register operation and cash handling.
- Restocked and organized merchandise in front lanes.
- Communicated with customers and team members to solve problems.
- Monitored areas for security issues and safety hazards.
- Used POS system to enter orders, process payments and issue receipts.
- Learned duties for various positions and provided backup at key times.
- Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.
- Demonstrated product features, answered questions and redirected objections to highlight positive aspects.
- Encouraged customers to make additional purchases by highlighting current deals and keeping lane well-stocked.
- Conducted inventory counts by adding each item in stock and documenting in computer system.
Education
Associate of Science -
Cuyamaca College
El Cajon, CA06.2018
Skills
- Customer Service
- Problem-Solving
- Microsoft Outlook, Word, and Excel
- Customer-focused
- CRM Software
- Sales proficiency
- Staff Training
- Conflict resolution techniques
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Drove record-high sales that elevated the store's ranking in the company from #25 to #7.
- Successfully recruited and trained 25 new customer service representatives.
- Resolved product issue through consumer testing.
- Supervised team of 20 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Documented and resolved Customers complaints which led to prompt resolutions.
Certification
- CM - Certified Manager Certification
Work Preference
Work Type
Full TimePart TimeWork Location
RemoteImportant To Me
Career advancementWork-life balanceCompany CultureHealthcare benefitsWork from home optionPaid time off401k matchQuote
Don’t believe everything you think.
Byron Katie
Software
Microsoft Office
Spreadsheets
Excel
Interests
To have my own non-profit organization that help the homeless and children in need
Love to work out and live a healthy lifestyle
Timeline
Customer Service Manager
Health Net
03.2020 - 02.2024
Human Resources Assistant
Thrive Market
10.2017 - 03.2020
Lead Cashier
Costco
09.2012 - 10.2017
Associate of Science -
Cuyamaca College
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