HOPE L. WALTON

Work History

Call Center Customer Service Representative

ALORICA INC

03.2021 - Current

Answered incoming calls from customers
Processed payments
Issued orders for stop and start of services
Resolved customer concerns and issues
Discuss high bill and complaints
Create installment plans
Work as SME (Subject Matter Expert)
Assist with on the job training for new hires
Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Educated customers about billing, payment processing and support policies and procedures.
Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Exhibited high energy and professionalism when dealing with clients and staff.
Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Multiple other tasks as needed.

Enumerator/Supervisor

U.S. CENSUS BUREAU

01.2019 - 01.2021

Active/up-to-date Security Clearance
Directly supervise 10-15 census field enumerators in 40 counties
Provide group and individual training, monitor daily assignments, and provide advice and guidance to subordinate staff
Maintain effective public relations with the community within the office boundaries, such as the local news media, community leaders and organizations, and local government officials
Establish an effective working relationship with traditionally hard to enumerate populations or with specific populations indigenous to the area within the office boundaries responsible for, including those with unique cultural community, religious, or other characteristics
Assure specific levels of quality and progress of field operations are being met through analysis of various computer-generated reports and observation
Review and analyze cost, quality, and progress reports to ensure operations are conducted within prescribed time/allocations and quality and cost-efficient standards
Manage and lead multiple operations in tri-state area
Trained fieldworkers for multiple different operations
Walked door to door and collected demographic information.
Assisted people in filling out surveys with complete and accurate information.
Executed follow up visits to houses to resolve survey issues or obtain additional information, expressing appreciation for participation and regret for inconvenience.
Traveled door-to-door in assigned communities and requested participation in census interview, clearly explaining process and purpose.
Addressed non-responsive initial interviewees by conducting follow-up calls or in-person visits to promote census importance and rights of participation.
Double checked information on survey forms.

Server/Cashier

LA PINES CAFé, COPELAND’S OF NEW ORLEANS

03.2017 - 01.2018

Hospitality & Customer relations industry – Slidell, LA
Accounting reports, Prepare bank deposits
Food and Beverage Inventory control and delivery
Customer satisfaction & retention
Inspection preparedness, maintain safety standards and follow regulations, FDA regulatory agency codes
Greeted customers entering store and responded promptly to customer needs.
Built relationships with customers to encourage repeat business.
Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
Worked flexible schedule and extra shifts to meet business needs.
Restocked and organized merchandise in front lanes.
Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
Upsold additional products and services to customers, increasing revenue.
Performed cash, card and check transactions to complete customer purchases.
Operated cash register to record transactions accurately and efficiently.
Handled cash with high accuracy and took care to check bills for fraud.
Used POS system to enter orders, process payments and issue receipts.

Insurance Producer

US Health Advisors

01.2016 - 03.2017

Life, health, and accidental insurance sales
Extensive knowledge of insurance agency operations
Marketing & Sales of insurance products
Prospecting strategies and business development
Customer service & retention
Cross selling of multiple product types
Provided detailed information about company insurance products.
Set up policies and completed all documentation.
Adhered to all regulations for insurance sales.
Worked in high-volume, competitive sales environment.
Provided information on features, policies and relative advantages to promote insurance packages.
Responded to customer calls swiftly to resolve issues and answer questions.
Monitored changes in insurance industry to stay compliant with relevant laws and regulations.
Maintained high standards of customer service by building relationships with clients.
Built relationships with clients using active listening and issue resolution to provide excellent service.
Obtained underwriting approval by completing application for coverage.
Prepared and reviewed insurance applications to verify compliance with regulations.

Instant

Care / Louisiana Heart Hospital

01.2008 - 09.2015

Managed multiple tasks in high-volume environment.
Maintained confidentiality of all patient information to conform to HIPAA, internal, and other regulatory standards.
Followed safety protocols and precautions for safe and hazard-free work environment.
Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
Monitored front areas so that questions could be promptly addressed.
Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
Multiple other tasks as needed.

Department Secretary

Saint Francis Hospital

01.2005 - 01.2006

Responded to inquiries from callers seeking information.
Restocked supplies and submitted purchase orders to maintain stock levels.
Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
Provided clerical support to company employees by copying, faxing, and filing documents.
Managed reception area, answered telephone calls and received packages.
Received, sorted and distributed correspondence to staff members.
Routed business correspondence, documents, and messages to correct departments and staff members.
Managed filing system, entered data and completed other clerical tasks.
Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
Opened and properly distributed incoming mail to promote quicker response to client inquiries.
Organized logistics and materials for each meeting and took detailed notes for later dissemination to key stakeholders.

Summary

Overview

Work History

Call Center Customer Service Representative

Enumerator/Supervisor

Server/Cashier

Insurance Producer

Instant

Department Secretary

Education

Business Principles

Skills

Timeline

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