Imarii Wyckoff
Decatur,GA
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Matrix Medical Network
08.2022 - 08.2023
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Actively listened to customers, handled concerns quickly, and escalated major issues to supervisor
- Updated account information to maintain customer records
- Answered constant flow of customer calls with minimal wait times
Roadside Assistance Dispatcher
Urgently
06.2021 - 08.2022
- Scheduling and dispatching drivers, work crews, vehicles or equipment to appropriate locations according to predetermined schedules, customer requests or immediate needs
- Relaying information such as work orders or other messages to and from work crews, field inspectors, supervisors or emergency personnel
- Using telephones, two-way radios or text messages to contact employees or emergency personnel
- Speaking with supervisors or customers to resolve problems, requests for services or equipment
- Preparing work orders for crew or receiving work orders from work crews
- Facilitated communications between customers and field personnel to answer questions or resolve concerns.
- Received new orders, prepared documentation, and assigned personnel.
- Scheduled deliveries and pickups according to customer needs.
Claim Specialist
CVS/Capgemini
02.2022 - 06.2022
- Escalated files with significant indemnity exposure to supervisor for further investigation
- Followed up with customers on unresolved issues
- Utilized appropriate cost containment techniques to reduce overall claim costs
- Conducted full claim investigations and reported updates and legal actions
- Reviewed new files to determine current status of injury claim and to develop plan of action
- Reviewed insurance and claims documents to verify required information and secure any missing data for settlements
- Provided advice to customers regarding claims, rights and insurance processes to prevent disputes
Tech Support Agent
Pure Talk USA
04.2020 - 05.2021
- Troubleshooting technical issues.
- Resolving network issues.
- Analyzed incoming records for accuracy and completeness.
- Speaking to customers to quickly get to the root of their problem.
- Following up with clients to ensure problems were resolved.
- Assisting customers with setting and resetting phone settings
- Identifies, investigates, and resolves users' problems with computer software and hardware.
- Applies knowledge of computer software, hardware, and procedures to solve problems.
Team Lead/Customer Service Representative
Clique Here LLC / Call Center
06.2018 - 05.2019
- Create PowerPoint presentations and present them to other customer service representatives.
- Work closely with the credit department to resolve disputed credit items
- Cross-trained and provided backup for other customer service representatives when needed.
- Served as main liaison between customers, management and sales team.
- Coached team members in techniques necessary to complete job tasks
- Trained new team members by relaying information on company procedures and safety requirements
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills
Call Center Agent
DG Connections
01.2018 - 05.2019
- Field outbound calls on time throughout shift
- Following call center "scripts" when handling different topics
- Keep records of all conversations within call center database in a comprehensible way
- Take surveys about health insurance needs
- Responded to customer calls and emails to answer questions about products and services
- Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues
- Performed various clerical duties by filing and faxing documents and creating customer databases
Education
Associate's degree - Child Psychology
Georgia State University
Atlanta, GA01.2019
High school diploma or GED -
Tarrant High School
Birmingham, AL05.2011
Skills
- Data entry
- Complaint Resolution
- Organizational skills
- Microsoft Office
- Live chat
- Dispatching
- Help desk
- Technical support
- Computer networking
- QuickBooks
- Typing
- Phone etiquette
- Mobile devices
Timeline
Customer Service Representative
Matrix Medical Network
08.2022 - 08.2023
Claim Specialist
CVS/Capgemini
02.2022 - 06.2022
Roadside Assistance Dispatcher
Urgently
06.2021 - 08.2022
Tech Support Agent
Pure Talk USA
04.2020 - 05.2021
Team Lead/Customer Service Representative
Clique Here LLC / Call Center
06.2018 - 05.2019
Call Center Agent
DG Connections
01.2018 - 05.2019
Associate's degree - Child Psychology
Georgia State University
High school diploma or GED -
Tarrant High School