Gabrielle Jackson
Charleston,SC
Summary
Adept at fostering customer loyalty and streamlining processes, I significantly enhanced customer satisfaction at Dominion Energy. My expertise in CRM software and exceptional problem-resolution skills, coupled with a talent for developing empathetic client relationships, drove improvements in service quality and efficiency.
Overview
10
10
years of professional experience
Work History
Lead Customer Experience Specialist
Dominion Energy
2020.01 - Current
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Monitored customer feedback, identifying trends to improve product offerings and the overall customer experience.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Built rapport with customers by consistently delivering excellent service, fostering long-term loyalty.
- Streamlined customer support processes for increased efficiency and faster resolution times.
- Communicated regularly with management to provide updates on overall team performance, customer feedback trends, and suggestions for ongoing improvements within the department.
- Collaborated with team members to create a positive work environment and improve overall customer experience.
- Maintained a high level of knowledge on company products and services, enabling efficient issue resolution for customers.
- Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Utilized CRM software to track interactions with customers, ensuring accurate records for future reference or dispute resolution purposes.
- Documented customer interactions in internal database to maintain customer service history details.
- Empowered fellow team members through sharing knowledge and techniques that contributed towards improved service quality standards across the department.
- Provided personalized service, anticipating customer needs and offering tailored solutions.
- Reduced response time to customer inquiries, achieving more efficient support process.
- Negotiated solutions with dissatisfied customers, often turning potential negative reviews into positive testimonials.
- Investigated and resolved customer inquiries and complaints quickly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Registration Receptionist
CaroMont Health
2015.01 - 2020.01
- Organized, reviewed, and filed paperwork for secure recordkeeping.
- Greeted every guest with personable approach and provided knowledgeable service.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Ensured accurate student records by diligently maintaining and updating information in the database.
- Verified paperwork accuracy and checked for completion prior to processing.
- Updated computer system with latest information to keep records current and accurate.
- Developed and implemented registration policies, procedures and timelines for smooth administration processes.
- Assisted with accreditation efforts through meticulous record-keeping and timely submission of required documentation.
- Monitored inventory levels of office supplies; promptly reordered necessary items to maintain adequate stock levels.
- Streamlined the appointment scheduling system for increased patient satisfaction and improved workflow.
- Developed rapport with returning patients through consistent delivery of friendly service during each interaction.
- Provided comprehensive training to new reception staff members, fostering a supportive team environment.
- Implemented new office procedures to streamline check-in processes, resulting in shorter wait times for patients.
- Anticipated potential appointment conflicts; proactively rescheduled as needed to minimize disruptions in patient care schedules.
- Reduced wait times by effectively prioritizing tasks and managing daily workload.
- Maintained accurate patient records, ensuring timely processing of insurance claims and payments.
- Contributed to overall facility improvement efforts by actively participating in staff meetings and offering insight on procedural enhancements.
- Collaborated with healthcare professionals to provide seamless coordination of care for patients.
- Ensured patient confidentiality by strictly adhering to HIPAA guidelines during all interactions with patients'' personal information.
- Organized paperwork flow within the department, reducing clutter and increasing efficiency in file management systems.
- Expedited the resolution of patient complaints, demonstrating a commitment to customer satisfaction and positive clinic reputation.
- Facilitated communication between patients, providers, and insurance companies, resolving issues promptly and professionally.
- Increased accuracy in medical record documentation through diligent attention to detail and thorough data entry practices.
- Enhanced patient experience by efficiently managing registration processes and providing exceptional customer service.
- Assisted patients with special needs or language barriers, promoting inclusivity and accessibility within the clinic setting.
- Managed high call volume while maintaining a courteous demeanor, addressing inquiries regarding appointments, billing, and general information.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
- Confirmed appointments, communicated with clients, and updated client records.
- Resolved customer problems and complaints.
- Routed incoming mail and messages to relevant personnel without delay.
- Handled assignments independently with good judgement and critical thinking skills.
Education
General Diploma
Cherryville High School
Cherryville, NC05.2005
Skills
- CRM software
- Request management
- Client advocacy
- Trend monitoring
- Data management
- Data entry
- Multi-line phone talent
- Call center operations
- Teamwork and collaboration
- Understanding customer needs
- Customer service
- Complaint resolution
- 35 wpm typing speed
- De-escalation techniques
- Following scripts
- Problem resolution
- Computer skills
- Customer relations
Timeline
Lead Customer Experience Specialist
Dominion Energy
2020.01 - Current
Registration Receptionist
CaroMont Health
2015.01 - 2020.01
General Diploma
Cherryville High School