Evelyn M. Hoof
San Antonio,TX
Summary
Dynamic Customer Service Specialist with proven success, adept at resolving complex inquiries and enhancing client retention through effective communication and problem resolution. Skilled in data entry and maintaining high accuracy, I thrive in remote environments, consistently delivering exceptional service while managing high call volumes and fostering strong customer relationships.
Overview
26
26
years of professional experience
Work History
Customer Service Specialist-Remote
CVS/Caremark
10.2024 - Current
- Resolve customer inquiries through email and phone, ensuring timely and accurate responses.
- Facilitate order processing and tracking, enhancing customer satisfaction with streamlined communication.
- Manage escalated issues, providing effective solutions to improve client retention rates.
- Engage in continuous learning of product knowledge to better assist customers with their needs.
- Manage high call volume while maintaining a courteous and professional demeanor.
- Adapt quickly to changes in company policies or procedures, ensuring consistency in delivering accurate information to customers.
- Establish trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Collaborate with team members to create effective strategies for improving the overall customer experience.
Access Specialist-Remote
Windstream Communications, Inc.
07.2020 - 02.2024
- Delivered high-quality support in accounts payable by resolving payment discrepancies, invoice disputes, and account adjustments. Processed about 50-60 invoices per day.
- Maintained accurate and transparent communication with vendors regarding invoice status, payment schedules, and credits.
- Collaborated with internal departments to address and resolve complex invoicing and payment issues in a timely manner.
- Responded to vendor inquiries related to payment processing and provided accurate and timely information to support operational efficiency.
- Managed historical cost data and invoice records related to specific billing account numbers (BANs), circuits, and locations for audit and reconciliation purposes.
Adjudicative Assistant
Arkansas Disability Determination Services
07.2010 - 07.2020
- Provided exceptional support to a large team of Adjudicators, about 400, by implementing and maintaining administrative duties, enhancing office efficiency, and service delivery.
- Managed office tasks, which included but were not limited to data entry, file organization, answering phones and emails, and ensuring prompt and courteous responses to internal and external inquiries to doctors, psychiatrists, speech pathologists, and others in the healthcare community.
- Uploaded patient files electronically.
- Facilitated coordination of office events to contribute to a positive work environment, and supported staff development.
- Assisted with training new staff and collaborated with management in developing a training program.
- Appointment setting.
Reservation Sales Agent
Continental Airlines
02.2000 - 09.2009
- Managed customer inquiries and resolved issues related to flight reservations.
- Utilized Amadeus reservation system for booking, modifying, and canceling flights.
- Provided detailed information on fare options, policies, and travel regulations.
- Collaborated with team members to enhance service efficiency during peak travel seasons.
- Cross-trained to Elite Reservation Sales.
- Resolved various issues and discrepancies for customers.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
Education
High School Diploma -
North Little Rock High School
North Little Rock, ARCertificate - Massage Therapy
Heritage College of Health Careers
Denver, CONo Degree - Business Management
University of Arkansas, Pine Bluff
Pine Bluff, ARCertificate - Real Estate
National School of Real Estate
North Little Rock, ARSkills
- Strong Customer service and communication skills
- Customer relations
- Strong interpersonal skills and capability to work effectively with all levels
- Remote work experience
- Problem resolution
- Telephone etiquette
- Excellent written and oral communication
- Data entry
- Working Knowledge of technology and PC literacy
- Prioritize and multi-task
- High degree of motivation
- High level of accuracy and attention to details
Timeline
Customer Service Specialist-Remote
CVS/Caremark
10.2024 - Current
Access Specialist-Remote
Windstream Communications, Inc.
07.2020 - 02.2024
Adjudicative Assistant
Arkansas Disability Determination Services
07.2010 - 07.2020
Reservation Sales Agent
Continental Airlines
02.2000 - 09.2009
High School Diploma -
North Little Rock High School
Certificate - Massage Therapy
Heritage College of Health Careers
No Degree - Business Management
University of Arkansas, Pine Bluff
Certificate - Real Estate
National School of Real Estate