Hawulah Uwera
Houston,TX
Summary
Well-qualified Customer Service Represenative with proven success in improving operations and solving problems. Highly proficient in building lasting relationships with key decision makers, customers, and team members to further company goals. Ready to leverage training and experience to take on new professional challenges.
Overview
12
12
years of professional experience
Work History
Customer and Dispatching Service Representative
Alorica Inc.
Rochester, NY
11.2020 - Current
- Maintained updated and detailed records of calls in physical and electronic database.
- Directed investigations to verify and resolve customer or shipper complaints.
- Closely monitored dispatch board to triage and prioritize over 60 daily calls.
- Planned, organized and managed work of subordinate staff to accomplish consistent work within organizational standards.
- Used computerized data management systems to organize immense datasets and coordinate care details for large patient bases.
- Took copayments and compiled daily financial records.
- Verified and updated demographic and other personal information for clients with respect to personal boundaries when asking for important details.
- Fielded concerns surrounding patients and care, liaising between physician, patient and insurance company.
- Remained aware of provider schedules and scope of practice on evolving basis to organize and schedule appropriate care.
- Used computer programs and registration systems to schedule patients for routine and complex procedures.
- Responded to customer requests for products, services and company information.
- Explained plans for treatment and payment options.
- Educated patients on medicine and at-home healthcare tools.
Financial Customer Service Representative
Medpro Disposal
Park Ridge, IL
07.2018 - 11.2020
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Assessed caller accounts to determine HSA/FSA benefits, identify service needs and resolve issues.
- Handled over 90 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
- Initiated outbound customer calls to review policy reviews and late payments to avoid lapse in coverage.
- Provided primary customer support to internal and external customers.
- Responded to customer requests for products, services and company information.
- Encouraged policyholders to submit referrals to increase client base.
Customer Service Supervisor
Pennymac
Phoenix, AZ
05.2016 - 11.2018
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Coached employees through day-to-day work and complex problems.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Resolved account issues to build rapport and relationships with clients.
- Assisted with preparing information required for quotes and addressed potential service concerns.
- Created customer support strategy to increase customer retention.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
- Managed supervisor itinerary and appointments and streamlined scheduling procedures.
- Developed and implemented office management procedures to increasing training team productivity and accuracy.
- Analyzed and solved multi-faceted problems that effected executive leaders and business initiatives.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
Customer Service Sales Representative
Triple T Cleaning
City, STATE
01.2012 - 11.2015
- Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.
- Showcased product features to customers and discussed technical details to overcome objections and lock in sales.
- Computed total costs and profit requirements for customer sales to provide accurate pricing.
- Communicated client satisfaction trends and product usage to marketing, sales and product development groups.
- Informed customers of sales and promotions to build customer base, boost traffic and increase customer loyalty.
- Established fair pricing structures and finalized contracts to complete purchase agreements with customers.
- Delivered superior customer service to retain existing customers and attract future customers.
- Built client list and strengthened customer relationships through consistent communication via phone and internet.
- Exceeded call monitoring expectations through accurate reporting and processing.
- Maintained current knowledge of evolving changes in marketplace.
- Built relationships with customers and community to promote long term business growth.
- Negotiated prices, terms of sales and service agreements.
- Liaised between clients and support team to quickly resolve issues.
- Demonstrated consistent track record of overachieving sales quotas.
- Built diverse and consistent sales portfolio.
Education
High School Diploma -
Notasulga High School
NotsaulgaBachelor of Science - Computer Science
Full Sail University
Winter Park, FL07.2025
Skills
- Equipment Location Identification
- Calendar and Scheduling Software
- Repair Scheduling
- Resource Coordination
- Service Requests
- Service Vehicle Dispatch
- Schedule Management
- Customer Request Management
- Message and Work Order Transfer
- Problem Assessment
- Dispatch Recordkeeping
- Verbal and Written Communication
- Call Center Software
- Work Order Preparations
- Job Specification Review
- Effective Communications
- Customer File Maintenance
- CRM Software
- Team Work Scheduling
- Team Guidance and Direction
- Customer Service
- Performance Assessments
- Data Entry
- Microsoft Office
- Team Building
- Time Management
- Task Prioritization
- Creative Thinking
- Persuasive Negotiation
- Critical Thinking
- Decision Making
Timeline
Customer and Dispatching Service Representative
Alorica Inc.
11.2020 - Current
Financial Customer Service Representative
Medpro Disposal
07.2018 - 11.2020
Customer Service Supervisor
Pennymac
05.2016 - 11.2018
Customer Service Sales Representative
Triple T Cleaning
01.2012 - 11.2015
High School Diploma -
Notasulga High School
Bachelor of Science - Computer Science
Full Sail University
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