Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
Generic

Ieshia Walker

Norwood,GA

Summary

Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions. Productive Call Center Representative with 9+ years of experience building rapport with clients and providing quality support. Gifted in answering large volume of customer calls and resolving customer complaints. Recognized for consistently earning top customer satisfaction ratings.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Customer Service Rep/Certified Medical Assistant

Medical Associates Plus
Augusta, GA
01.2024 - Current
  • Assisted physicians and nurses with patient exams, including taking vital signs, preparing exam rooms, and updating medical records.
  • Performed administrative duties such as scheduling appointments, answering phones, and filing paperwork.
  • Provided support to patients by helping them fill out forms and answering their questions about health care services.
  • Educated patients on preventive care topics such as diet and exercise habits or medication compliance.
  • Maintained cleanliness in examination rooms by stocking supplies and disposing of used materials properly.

Call Center Representative

Teleperformance
09.2021 - 11.2023
  • Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
  • Provided accurate information regarding products and services while upselling additional products when appropriate.
  • Resolved customer complaints in a timely manner to ensure customer satisfaction.
  • Processed orders, forms, applications, and requests accurately and efficiently.
  • Monitored call queues in order to prioritize incoming calls by urgency or importance level.
  • Performed outbound calling campaigns to promote new products or services.
  • Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
  • Answered, screened and processed high volume of calls daily with call management system and web-based communications.
  • Updated customer accounts, addresses and contact information within call management databases.

Call Center Representative

Sitel Group
Augusta, GA
05.2020 - 09.2021
  • Maintained high levels of professionalism while interacting with customers via phone or email.
  • Monitored call queues in order to prioritize incoming calls by urgency or importance level.
  • Performed follow-up calls as necessary to ensure satisfactory resolution of customer inquiries.
  • Identified opportunities to improve policies and procedures related to customer service operations.
  • Analyzed data collected during each call in order to identify trends in customer feedback.
  • Answered, screened and processed high volume of calls daily with call management system and web-based communications.
  • Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
  • Engaged actively with callers, confirming or clarifying information and diffusing anger.
  • Navigated through computer systems to review information and respond appropriately to callers.

Customer Service Representative

Murphy USA
Thomson, GA
05.2018 - 05.2020
  • Provided information about products and services available to customers.
  • Greeted customers and identified their needs.
  • Resolved customer inquiries in a timely manner.
  • Demonstrated active listening skills when responding to customer questions and complaints.
  • Processed customer orders accurately and efficiently.
  • Assisted customers with returns, exchanges, refunds, and other transactions as needed.
  • Maintained an organized system for tracking customer interactions and feedback.
  • Created detailed reports on customer service activities.
  • Escalated unresolved customer issues to the appropriate department or manager for resolution.
  • Followed up with customers after purchase to ensure satisfaction.
  • Suggested product solutions based on individual customer needs.
  • Tracked inventory levels of popular items to ensure availability for customers' orders.

Customer Service Representative

Love's Travel Stops & Country Stores
Thomson, GA
03.2016 - 05.2018
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Gathered customer feedback through surveys and used the data to improve customer service.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Tracked orders from start to finish to ensure timely delivery of goods or services.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.

Education

CCMA in Medical Clinical Assistant - Diploma

Miller Motte College
Augusta, GA
06.2023

High School Diploma -

Thomson High School
05-2011

Associate of Applied Science - Medical Assisting

Miller Motte College Online
Chattanooga, TN

Skills

  • Call Center Operations
  • Customer Relationship Management
  • Sales Closing
  • Data Entry
  • Technical Support
  • Customer Service
  • Inbound Phone Call Management
  • Training Experience
  • Gathering Information
  • Call Center Customer Service
  • Customer Support
  • Documentation and Reporting
  • Customer Communications
  • Communicating With Clients
  • Verbal and Written Communication
  • Sales Expertise
  • Account Management
  • System Documentation
  • Analytical Abilities
  • Performance Improvement
  • Problem-Solving Skills
  • Technical Troubleshooting
  • Call Documentation Skills
  • Call Control Skills
  • Providing Customer Support
  • Interpersonal Skills
  • Product Knowledge
  • Answering Questions
  • HIPAA Compliance
  • Medical Terminology
  • Vital Sign Monitoring
  • Medical Records Management
  • Specimens collection and processing
  • Patient documentation
  • Payment Collection
  • Patient Scheduling

Certification

  • Driver's License, 11/01/15
  • BLS Certification, 03/01/23
  • NHACertified CCMA, 06/01/23

Accomplishments

Customer Assistance - Worked with company systems such as Live Support and diligently completed all assigned tasks, working overtime as needed.
Customer Service - Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.
Customer Interface - Greeted customers upon entrance and handled all cash and credit transactions.
Assisted
customers over the phone regarding store operations, product, promotions and orders.
Multi-tasking - Cashiered with two cash registers at once in tandem to maximize customer flow.
Market Research - Interviewed clients via market research surveys to identify product issues and customer
needs.
Sales - Consistently generated additional revenue through skilled sales techniques.

Timeline

Customer Service Rep/Certified Medical Assistant

Medical Associates Plus
01.2024 - Current

Call Center Representative

Teleperformance
09.2021 - 11.2023

Call Center Representative

Sitel Group
05.2020 - 09.2021

Customer Service Representative

Murphy USA
05.2018 - 05.2020

Customer Service Representative

Love's Travel Stops & Country Stores
03.2016 - 05.2018

CCMA in Medical Clinical Assistant - Diploma

Miller Motte College

High School Diploma -

Thomson High School

Associate of Applied Science - Medical Assisting

Miller Motte College Online

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Ieshia Walker