Summary
Skills
Work History
Education
Overview
Receptionist

Elizabeth Pickney

Baton Rouge,United States

Summary

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Skills

  • Customer Relations
  • Business Development Understanding
  • Office Equipment Proficiency
  • Administrative Support
  • Technical Support
  • Quality Assurance Controls
  • Problem-Solving Ability
  • Customer Retention Strategies
  • Documentation

Work History

Customer Service Representative

Homeowners of America Insurance
06.2022 - 11.2023


  • Risk Management
  • Escalation
  • Fraud
  • Key Performance Indicators (AVERAGE HANDLE TIME, Quality Assurance, Customer Satisfaction)
  • Negotiation
  • Voice of the Customer
  • Compliance, Maintained customer satisfaction with forward-thinking strategies focused on addressing the Insureds, Agencies, and Mortgagee needs and resolving concerns
  • Communicate in writing to complete paperwork and detailed reports regarding policy changes, incidents and /or discrepancies to management and leadership
  • Escalated and managed customer issues related to policy records, data input, access level and emailed requests
  • Managed phone and email correspondence and handled incoming and outgoing mail, and faxes
  • Providing bill support, while maintain thorough knowledge of product, risks, policies, guidelines, and regulations to provide customers accurate responses
  • Assisted coworkers and staff members with special tasks on daily basis
  • Transferred callers to the appropriate department or staff member
  • Developed recordkeeping systems for employee records and company documents to optimize operations and reduce project lags
  • Created help desk tickets, troubleshot, and resolved desktop issues
  • Updated account information to maintain customer records.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
  • Assisted patients with understanding personalized insurance coverage and benefits.

Disaster Emergency Inspector

FEMA
04.2019 - 02.2023


  • Organized professional comfortable working independently or as part of team
  • Collected, arranged, and input information into database system to recognize potential frauds
  • Generated reports detailing findings and recommendations
  • Delivering empathetic and superior customer service to citizens who experience the effect of a natural disaster
  • Inspected exterior of building as well as around door frames and windows for cracks indicating foundation movement, recommending foundation inspection when pronounced signs appear
  • Travel around USA to investigate emergency inspection
  • Identified issues, analyzed information, and provided solutions to problems
  • Input payroll and HR reports daily
  • Conducted inspections using standard forms consistent with knowledge of industry standards and requirements for various categories of conventional and government-backed financing.
  • Made and submitted reports detailing finding and any actions taken.
  • Provided information about methods and materials to correct problems and bring construction in compliance with ordinances and codes.
  • Skilled at working independently and collaboratively in a team environment.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Kept case files updated, accurate and aligned with requirements.
  • Verified and submitted timekeeping information for accurate and efficient payroll processing.
  • Built trusting relationships with clients through open and honest communication.
  • Managed and responded to team-leading volume of support tickets and chats submitted via email and through support portal.

Virtual Relationship Manager

Extra LLC
12.2017 - Current
  • Developed detailed plans based on broad guidance and direction
  • Maintained positive employee relations by addressing problems head-on and implementing successful corrective actions
  • Investigate fraud, reported issues, and escalated those that required further assistance
  • Negotiated manufacturing service agreements and quality standards
  • Established performance goals for employees and provided feedback on methods for reaching those milestones
  • Prepared quotes for new products and services and composed budgets
  • Streamlined and monitored quality programs to alleviate overdue compliance activities
  • Implemented and executed reviews of computer systems for compliance with state and federal regulations using Microsoft word
  • Recruiting for multiple brick and mortar company
  • Monitored customer feedback and generated reports to identify areas of improvement.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Deployed problem solving, analytics and intuitive skills and offered productive solutions that meet customer needs.
  • Verified and submitted timekeeping information for accurate and efficient payroll processing.
  • Monitored customer feedback and performance indicators to identify areas for improvement.
  • Conducted quality assurance reviews of website to maintain accuracy of online booking tool.
  • Trained new personnel regarding company operations, policies and services.

Technical Support Representative

Cox Communications
08.2018 - 08.2020
  • Provided Tier 1 IT support to non-technical internal users through desk side support services
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones
  • Conducted in-depth product and issue resolution research to address customer concerns
  • Submitted service tickets for equipment maintenance requests
  • Monitored systems in operation and input commands to troubleshoot areas
  • Resolved escalated issues by serving as subject matter expert on wide- ranging issues
  • Collaborated with colleagues in both domestic and international support facilities to handle payroll task
  • Provided replacement files to customers missing data, media files, and software components
  • Maintained familiarity with API and authentication mechanisms for all supported products
  • Documented all transactions and support interactions in system for future reference and addition to knowledge base
  • Integrated Salesforce CRM and other customer relationship management software into support operations
  • Evaluated and responded to incoming sales leads and requests for technical support assistance
  • Used ticketing systems to manage and process support actions and requests
  • Assisted customers with product selection based on stated needs, proposed use, and budget
  • Identified potential sales and cross-selling opportunities in course of delivery of support services
  • Provided documentation on start-up, shut down and first-level troubleshooting of technical processes to support desk staff.

Customer Service Associate

Sprint
05.2014 - 08.2017
  • Improved operational efficiencies while managing customers’ requests, store inventory, transactions, new purchase orders and pricing needs
  • Resolved concerns with products or services to help with retention and drive sales
  • Developed and actualized customer service initiatives to decrease wait times
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction
  • Developed community reputation through commitment to customer satisfaction and strong client relationships
  • Boosted sales revenue by skillfully promoting diverse service options
  • Energized and motivated in performing sales floor activities including merchandising and selling
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
  • Informed customers about special promotions and provided detailed information for various products
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues
  • Evaluated account and service histories to identify trends, using data to mitigate future issues
  • Maintained clean personal appearance, modeled store's outfits when working clothing department settings and wore uniforms per company policy
  • Improved customer satisfaction ratings by addressing issues and fostering timely resolution
  • Collaborated with store management and program leadership to suggest actionable improvements and corrective action plans.

Hospitality Hostess

Baton Rouge General Hospital
01.2012 - 08.2014
  • Collaborated with various team members to meet guests' requests
  • Tracked guest satisfaction surveys to recognize trends and create action plans for improving guest services
  • Increased customer service ratings significantly through personable service
  • Filed incident reports and handled inappropriate behavior to document problems and disturbances
  • Collaborated with maintenance, housekeeping and security teams to resolve requests and issues efficiently
  • Communicated professionally with colleagues, freelancers, and clients
  • Recommended products to patient, thoroughly explaining details
  • Responded to patients’ requests, offering excellent support and tailored recommendations to address needs
  • Optimized customer support by establishing collaborative service environment.

Receptionist

Rouge Paralegal College
03.2010 - 12.2012
  • Managed multiple tasks and met time-sensitive deadlines
  • Answered central telephone system and directed calls accordingly
  • Confirmed appointments, communicated with clients, and updated client records
  • Checked-in visitors, distributed visitor badges and managed logbooks to comply with security initiatives
  • Supported various administrative duties by proofreading, transcribing, and invoicing
  • Drafted professional memos, letters, and marketing copy to support business objectives and growth
  • Oversaw inventory activities, including materials monitoring, ordering or requisition and supply stocking or re-stocking
  • Answered large volume of incoming calls daily to resolve customer issues and schedule appointments
  • Resolved customer problems and complaints
  • Received and routed business correspondence to correct departments and staff members
  • Received in-bound calls and initiated out-bound daily calls to introduce customers to products and services offered
  • Provided clerical support to company employees by copying, faxing, and filing documents
  • Managed multi-line phone system directing individuals to desired personnel and providing general information about operations
  • Monitored and screened visitors to verify accessibility to inter-office personnel
  • Scheduled and confirmed appointments and meetings for senior management team
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance
  • Kept reception area clean and neat to give visitors positive first impression
  • Maintained building security by monitoring logbook and issuing visitor badges.

Education

GED -

Hiset
05.2012

Overview

14
14
years of professional experience

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Elizabeth Pickney