Elvalyn Strachn
Ft. Pierce,FL
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills.With Over twenty years of experience in Customer CARE within the Small Business Marketing industry, including more than five years in leadership roles. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
11
11
years of professional experience
Work History
Platinum Customer Care Professional
American Express Company
06.2022 - Current
- Deliver extraordinary customer service on inbound calls in a fast-paced, structured customer care by following a Customer First philosophy
- Provide clear and concise information to card members and update customer account information
- Provide accurate account and statement balances, payment processing
- Introduce additional products and services that best suit customer needs
- Assist cardholders navigate websites and mobile apps, as well as reset their account passwords.
High Value Care Specialist
Vistaprint Jamaica
07.2017 - 07.2018
- Answered all customer inquiries through various channels (telephone, chat, email, and any additional channels as developed) in a courteous and professional manner
- Performed accurate diagnosis of customer inquiries and promptly provided appropriate solutions/responses based on defined procedures
- Met and exceeded efficiency and quality metrics to help reduce or eliminate customer effort while adhering to assigned work schedule
- Educated customers on how to use the products and services we offer to market and grow their businesses
- Used appropriate systems and available resources as necessary to assist in responding to each request
- Performed additional responsibilities as required
- Worked with other departments to resolve operational and technical problems
Customer Advocate and Satisfaction Supervisor
Nice Global Solutions
07.2013 - 06.2017
- A leader responsible for coaching, mentoring and motivating team members to achieve defined KPI targets, resolving customer escalations and practicing cultural behaviors.
- Successfully partnered and communicated among various departments to solve problems:
- Analytics – create user friendly cubes to use to better support frontline and business (Aux Reports, Customer Survey Comments, Outbound Call Data, etc.)
- Center-Level Support – Act as a consistent resource for best practices aimed at improving performance goals. Including completing necessary research and sharing feedback to improve processes then ensuring that all beneficial parties are informed on the changes.
- High Value Customer Program Owner:
- Effectively manage the local High Value Customer Program, that aims at completing follow-up and customer support to our high value customers and in turn improve performance goals and customer experience post-order.
- Multi-channel support: Monitor and support Phone, Email and Chat and Outbound specialists.
Education
Associate of science - Medical Administrative Billing and Coding
Keiser University
Fort Lauderdale, FL06.2025
Skills
- De-escalation Techniques
- Multitasking and Prioritization
- Electronic Health Records (EHR) training
- Excellent Verbal and Written Communication
- Data Entry
- Problem-Solving Abilities
- Technologically Savvy
- Microsoft Office Expertise
- supervisory management
Relevant Coursework
- Introduction to Healthcare
- Medical Office procedures with Insurance
- Introduction to Computers
- Anatomy & Physiology with Terminology Disease process
- CPT-4/HCPCS Coding
- Basic ICD-10 Coding
- Coding Cases Practice Experience
- Computerized Medical Office Management
Timeline
Platinum Customer Care Professional
American Express Company
06.2022 - Current
High Value Care Specialist
Vistaprint Jamaica
07.2017 - 07.2018
Customer Advocate and Satisfaction Supervisor
Nice Global Solutions
07.2013 - 06.2017
Associate of science - Medical Administrative Billing and Coding
Keiser University
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