Ayanna Dennard
Thomasville,GA
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Also a detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
6
6
years of professional experience
Work History
Customer Care Representative
Elevance Health
04.2022 - 08.2023
- Managed over 50 customer calls per day with duties including signing up new customers, retrieving customer data, presenting relevant product information, and cancelling service.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Navigated multiple computer systems and applications to find information.
- Communicated with clients regarding account services, statements, and balances.
- Logged call information and solutions provided into internal database.
- Maintained and managed customer files and databases.
- Trained new employees on best practices and customer care procedures to eliminate inefficiencies.
Customer Service Representative
SNF Holding
04.2021 - 02.2022
- Exceeded sales target by 18% by maintaining advanced products and services knowledge and quickly assessing customer needs.
- Managed 50+ calls daily
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Attended telephone skills and program information training sessions to boost aptitude.
- Updated account information to maintain customer records.
- Detailed payment options and explained price, receipt and billing details to customers.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Addressed customer account discrepancies and concerns.
- Responded to customer calls and emails to answer questions about products and services.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Call Center Agent
CDK Global
05.2019 - 05.2021
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Implemented new and improved customer feedback system which boosted customer satisfaction by 30%.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Responded to customer calls and emails to answer questions about products and services.
- Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Addressed customer account discrepancies and concerns.
- Maintained and encouraged customer loyalty through courteous and efficient resolution of disputes, complaints and discrepancies.
- Maintained and managed customer files and databases.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Confirmed insurance policy and coverage terms with vendors to avoid issues with payments.
- Communicated with customers via email and instant messaging to address client needs during excessively busy periods.
- Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Administrative Assistant
Tax Preparer Solutions
04.2017 - 01.2019
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Executed record filing system to improve document organization and management.
- Scheduled office meetings and client appointments for staff teams.
- Performed basic bookkeeping
- Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient.
- Created and maintained databases to track and record customer data.
- Manage calendar for office staff of 15 employees.
- Developed and updated spreadsheets and databases to track, analyze, and report on performance and sales data.
- Coordinated and scheduled meetings and conference calls to optimize scheduling of senior staff.
- Responded to inquiries from callers seeking information.
Education
Bachelor of Science - Health And Human Performance
Albany State University
Albany, GA05.2023
Skills
- Attention to Detail and Accuracy
- Communication Skills (Written and Verbal)
- Data Entry and Management
- Conflict Resolution
- Email Management and Etiquette
- Chat and Messaging Support
- Problem Solving and Troubleshooting
- Empathy and Customer Service Orientation
- Adaptability and Flexibility
- Active Listening and Feedback Incorporation
- Positive Attitude and Enthusiasm
- Multitasking and Handling Pressure
Timeline
Customer Care Representative
Elevance Health
04.2022 - 08.2023
Customer Service Representative
SNF Holding
04.2021 - 02.2022
Call Center Agent
CDK Global
05.2019 - 05.2021
Administrative Assistant
Tax Preparer Solutions
04.2017 - 01.2019
Bachelor of Science - Health And Human Performance
Albany State University