Fantasia Adams
Ft. Pierce,FL
Summary
Proven to excel in high-pressure environments, I leveraged my customer service expertise and CRM software proficiency at Ivox Solutions to significantly enhance customer satisfaction. My adeptness in complaint handling and active listening, coupled with a strong focus on results, led to a notable increase in repeat business. Demonstrated a unique blend of technical and interpersonal skills, ensuring superior service delivery.
Overview
13
13
years of professional experience
Work History
CSR
Ivox Solutions
Port St. Lucie ,Fl
09.2023 - Current
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Take payments/explain bills
- Modify services
CRS
Convey Health Solutions
Port St. Lucie ,Fl
09.2017 - 10.2020
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
CRS Agent
Teleperformance
Port St. Lucie ,Fl
05.2016 - 10.2019
- Informed clients of policies and procedures.
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services.
Crew Member
McDonald's
Ft. Pierce, FL
09.2011 - 05.2016
- Worked front counter, drive-thru and other areas.
- Took orders, prepared meals, and collected payments.
- Demonstrated strong multitasking abilities, handling multiple orders simultaneously without compromising quality or efficiency.
- Worked well with teammates and accepted coaching from management team.
- Improved customer satisfaction by providing friendly and efficient service at the register.
- Collaborated with team members to complete orders.
Externship
Lewis Health Institute
Port St. Lucie ,Fl
08.2015 - 10.2015
- Searched and input correct NPI number
- Enter/Correct patient charts
- Enter Codes into the system
- Created new patients charts
- Searched/input correct NDC number
Order Service Representative
QVC
Port St. Lucie ,Fl
02.2013 - 01.2014
- Customer service
- Place customer orders
Education
Associate - Medical Billing And Coding
Virginia College
Ft. Pierce, FL05.2015
High School Diploma -
Fort Pierce Westwood High School
Fort Pierce, FL06.2008
Skills
- Call center experience
- Customer Focus
- Complaint Handling
- CRM Software
- Customer Service
- Active Listening
- Professional telephone demeanor
- Computer Proficiency
- Payment Processing
- Data Entry
- Scheduling
- Product Knowledge
Timeline
CSR
Ivox Solutions
09.2023 - Current
CRS
Convey Health Solutions
09.2017 - 10.2020
CRS Agent
Teleperformance
05.2016 - 10.2019
Externship
Lewis Health Institute
08.2015 - 10.2015
Order Service Representative
QVC
02.2013 - 01.2014
Crew Member
McDonald's
09.2011 - 05.2016
Associate - Medical Billing And Coding
Virginia College
High School Diploma -
Fort Pierce Westwood High School