Fiona Joseph
North Providence,RI
Summary
Client-centric and experienced Customer Service Professional with over eight years of experience in handling customer orders, responding to queries, and escalating unresolved calls. Highly proficient in creating excellent customer experiences, implementing client retention strategies, and delivering exceptional customer service.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Junior Merchandiser Manager
FAF Inc
08.2022 - 01.2024
- Assist in driving Innovation in merchandising & customer opportunities
- Responsible for complete understanding of assigned customer accounts
- Cross functional collaboration with Sales, BAs, and Sourcing to create assortment plans based on in-depth analysis and thought-through pricing strategy
- Pro-actively complete, organize and own process of tasks such as creating proposals, carding, ticketing and completion of product development sheets
- Create and utilize company tools to manage development timelines, outline vision and assortment as well as visibility of information for Executive management approval
- Communicate clearly and regularly with rest of team.
Eligibility Specialist
SGS LLC- State of Arkansas
01.2022 - 05.2022
- Managed approximately 20 applications per day
- Evaluated financial documents to accurately assess income levels, assets, expenses, and other relevant factors impacting client eligibility status.
- Conducted extensive research on available resources to connect clients with appropriate community services and support networks.
- Reviewed applications for different aid programs and determined which qualification criteria for individuals.
- Reduced errors in eligibility determinations by maintaining thorough knowledge of program guidelines and regulations.
CSR - Customer Service Representative
Cavalier Workforce-Johnson & Johnson
01.2021 - 08.2021
- Create, enter and handle approximately 75 customer orders (via phone/fax or e-channels) from internal and/or external customers per day
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Handle front-line inquiry/service complaint management regarding orthopedic parts
- Follow-up on open inquiries and escalate unresolved calls to appropriate subject matter experts based on SOP
- Notify appropriate parties (e.g., CSR's, customers, Franchises, etc.) of process, inquiry updates/ changes or service requests as appropriate.
Customer Service Representative
ASK Staffing-Rhode Island Department Of Health
09.2020 - 11.2020
- Answered approximately 80 calls daily to schedule/reschedule Covid-19 tests for K-12 students & faculty
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
- Deliver test results via phone once returned.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining focus on finding resolutions.
Customer Service Representative
Greysmith Companies [Mega Waste Disposal]
11.2019 - 01.2020
- Answer approximately 50 customers phone calls regarding trash pickup
- Manage high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Answer customer questions regarding invoices
- Take customer payments over phone.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Updated account information to maintain customer records.
Customer Service Representative
Bank of America
04.2019 - 07.2019
- Reduced wait times for customers by efficiently handling approximately 75 calls daily to resolve issues quickly.
- Assisted customers in navigating online banking platforms, improving their overall digital banking experience.
- Demonstrate ownership of service inquires, resolve problems, understand and apply financial products and solutions in order to fulfill relevant relationship deepening opportunities.
- Maintained strict adherence to compliance regulations, ensuring all transactions were accurately processed and documented.
Customer Service Representative
Greysmith Companies [National Glass & Gate]
09.2018 - 01.2019
- Answered approximately 50 calls/faxes daily from clients regarding facility maintenance
- Located and dispatched technicians to service calls
- Followed up with technician on dispatched service calls
- Followed up on and update clients on status of service calls.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Customer Service Representative
K-Force [NTT DATA Services]
12.2017 - 05.2018
- Answered approximately 45 calls daily
- Responsible for providing front line support for members inquiring about current insurance coverage, previous insurance coverage, doctors in their programs and co-pays.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Call Center Representative
IGT - International Gaming Technology
09.2016 - 08.2017
- Managed approximately 75 calls daily providing prompt, accurate, level service to clients
- Answered calls from retailers to provide prompt, accurate service including downloads, supply request, dispatch request, troubleshoot, and problems escalation
- Diagnose, troubleshoot problems and take appropriate action
- Promote and enhance excellent customer relations.
Education
ASSOCIATE OF SCIENCE - CULINARY ARTS
Johnson & Wales University
Providence, RISkills
- Microsoft Office
- Dispatching
- Call center
- Insurance verification
- Technical support
- Organizational skills
- Active Listening
- Customer Service
- Critical Thinking
- Brand Awareness
Certification
- Driver's License
- Real Estate License
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Junior Merchandiser Manager
FAF Inc
08.2022 - 01.2024
Eligibility Specialist
SGS LLC- State of Arkansas
01.2022 - 05.2022
CSR - Customer Service Representative
Cavalier Workforce-Johnson & Johnson
01.2021 - 08.2021
Customer Service Representative
ASK Staffing-Rhode Island Department Of Health
09.2020 - 11.2020
Customer Service Representative
Greysmith Companies [Mega Waste Disposal]
11.2019 - 01.2020
Customer Service Representative
Bank of America
04.2019 - 07.2019
Customer Service Representative
Greysmith Companies [National Glass & Gate]
09.2018 - 01.2019
Customer Service Representative
K-Force [NTT DATA Services]
12.2017 - 05.2018
Call Center Representative
IGT - International Gaming Technology
09.2016 - 08.2017
ASSOCIATE OF SCIENCE - CULINARY ARTS
Johnson & Wales University
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