Summary
Overview
Work History
Education
Skills
Personal Information
Timeline
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Ishari Walton

Petersburg,Virginia

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.

Overview

8
8
years of professional experience

Work History

Customer Service Representative Lead

Conduent
01.2023 - Current
  • Built positive rapport and relationships for high levels of customer satisfaction.
  • Onboarded and trained customer representatives to meet performance and service goals.
  • Resolved escalated customer service inquiries and complaints to maintain satisfaction.
  • Coached and mentored service representatives to deliver polite, professional customer interactions.
  • Measured and improved customer satisfaction through feedback surveys and analysis.
  • Implemented company policies and procedures for professional, cohesive customer care.

PATIENT SERVICE REPRESENTATIVE

VCU Health
04.2021 - 01.2023
  • Coordinated communication between patients, family members, medical staff, administrative staff, or regulatory agencies
  • Referred patients to appropriate health care services or resources
  • Interviewed patients or representatives to identify problems relating to care
  • Investigated and directed patient inquiries and complaints to appropriate medical staff members and followed up to ensure satisfactory resolution
  • Maintained knowledge of community services and resources available to patients
  • Analyzed patients' abilities to pay to determine charges on sliding scale
  • Taught patients to use home health care equipment
  • Performed routine and scheduled maintenance services.
  • Filed and maintained patient records in accordance with HIPAA regulations.
  • Entered patient demographic and insurance data into electronic medical record system.
  • Built and maintained positive working relationships with patients and staff.

CALL CENTER CUSTOMER SERVICE REPRESENTATIVE

Maximus Federal
09.2019 - 06.2021
  • Read from scripts to promote uniformity and consistency in communications
  • Referred unresolved customer grievances to designated departments for further investigation
  • Analyzed and collected customer information to prepare product or service reports
  • Contacted carrier representatives to make arrangements or issue instructions for shipping and delivery of materials
  • Recorded details of inquiries or complaints to maintain up-to-date records of customer interactions and transactions
  • Processed customer adjustments to maintain financial accounts
  • Used job-related software to complete contract forms, prepare change of address records or issue service discontinuance orders
  • Gave accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints
  • Obtained and examined relevant information to assess validity of complaints and determine possible causes
  • Conferred with customers by telephone or in-person to provide product or service information.

SALES RECEPTIONIST

Priority Nissan
06.2016 - 08.2019
  • Scheduled appointments and maintained and updated appointment calendars
  • Interacted with management and colleagues to resolve important administrative matters
  • Analyzed data to determine answers to questions from customers and members of public
  • Operated telephone switchboard to answer and forward calls
  • Greeted persons entering establishment, determined nature and purpose of visit and direct and escort them to specific destinations
  • Greeted guests to determine nature and purpose of visit and directed or escorted to specific destinations
  • Organized and filed important documents in filing cabinets or in online document storage solutions
  • Heard and resolved complaints from customers and public
  • Maintained office equipment and reported malfunctions for servicing
  • Provided information about establishment, such as location of departments and offices, employees within organization and services provided.

Education

ASSOCIATE IN SCIENCE (A.S.) IN MARKETING -

Associates Degree
Petersburg, VIRGINIA
05.2019

HIGH SCHOOL DIPLOMA -

Appomattox Reg. Governors School
Petersburg, VIRGINIA
06.2015

Skills

  • Web Design
  • Customer Service
  • Computer Literacy
  • Project Management Tools
  • CRM/Microsoft
  • Courteous With Strong Service Mindset
  • Understanding Customer Needs
  • Efficient And Detail-Oriented
  • Calm And Professional Under Pressure
  • Microsoft Windows
  • Strong Analytical And Problem-Solving Skills
  • Information Inputting
  • Reporting and Analysis
  • Goal Setting
  • Active Listening
  • Adaptability
  • Time Management
  • Team Leadership
  • Sales Techniques

Personal Information

Title: Customer Service Representative

Timeline

Customer Service Representative Lead

Conduent
01.2023 - Current

PATIENT SERVICE REPRESENTATIVE

VCU Health
04.2021 - 01.2023

CALL CENTER CUSTOMER SERVICE REPRESENTATIVE

Maximus Federal
09.2019 - 06.2021

SALES RECEPTIONIST

Priority Nissan
06.2016 - 08.2019

ASSOCIATE IN SCIENCE (A.S.) IN MARKETING -

Associates Degree

HIGH SCHOOL DIPLOMA -

Appomattox Reg. Governors School

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Ishari Walton