Fre Boykin
Niagara Falls ,NY
Summary
Dynamic customer service professional with extensive experience at Liberty Home Care, excelling in problem resolution and relationship building. Proven track record of enhancing client satisfaction through effective communication and critical thinking. Skilled in data entry and appointment scheduling, consistently delivering timely and accurate service while managing high-stress situations with professionalism.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Liberty Home Care
Niagara Falls, NY
05.2025 - Current
- Assisted customers with inquiries and service requests, ensuring timely and accurate responses.
- Resolved customer complaints by identifying issues and implementing effective solutions.
- Educated clients on services offered, enhancing understanding and satisfaction levels.
- Collaborated with team members to streamline processes, improving overall workflow efficiency.
- Provided feedback to management on common customer concerns, contributing to service improvements.
- Monitored service delivery standards, ensuring compliance with company guidelines and best practices.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Transportation Coordinator
Liberty Home Care
Niagara Falls, NY
08.2019 - 05.2025
- Coordinated transportation schedules to optimize efficiency and reduce delays.
- Managed communication between clients and drivers to ensure timely service delivery.
- Assisted in route planning using logistics software for improved operational effectiveness.
- Monitored vehicle maintenance schedules to uphold safety and compliance standards.
Intake Specialist
Liberty Home Care/Niagara Hospice
Niagara Falls, NY
08.2019 - 08.2021
- Managed patient intake processes, ensuring accurate information collection and documentation.
- Collaborated with interdisciplinary teams to coordinate care plans for new patients.
- Assisted in resolving patient inquiries and concerns, enhancing overall satisfaction.
- Maintained electronic health records, ensuring compliance with regulatory standards.
- Answered phone calls and provided new clients with required paperwork to initiate service.
- Increased customer satisfaction with timely follow-ups, ensuring all necessary documentation was collected and processed promptly.
- Completed intake assessment forms and filed clients' charts.
- Maintained high levels of accuracy and compliance in data entry, ensuring all information was correctly entered into the required systems.
Education
High School Diploma -
Eva L. Jeltz Christian Academy
Buffalo, NY06.2002
Skills
Customer service
Active listening
Critical thinking
Data entry
Problem resolution
Relationship building
Conflict resolution
Professional telephone demeanor
Scheduling
Appointment scheduling
Customer education
Timeline
Customer Service Representative
Liberty Home Care
05.2025 - Current
Transportation Coordinator
Liberty Home Care
08.2019 - 05.2025
Intake Specialist
Liberty Home Care/Niagara Hospice
08.2019 - 08.2021
High School Diploma -
Eva L. Jeltz Christian Academy