Anyae' Coby
Windsor Mill,MD
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Baltimore City DOT/ Impound (Robert Half)
Baltimore, MD
07.2023 - Current
- Responds by phone and in person to inquiries of customers whose vehicles have been impounded by Baltimore City; provides information to customers to facilitate and expedite return, auction or disposal of vehicle
- Determines documentation and procedures required to authorize release, auction or disposal of vehicle based on specific vehicle impoundment circumstances such as abandonment, police action, violation of scofflaws and City ordinances and State laws pertaining to impoundment of vehicles
- Retrieves information from Department of Motor Vehicle database to ascertain existence of liens on vehicle or outstanding parking or moving violation tickets
- Mentor and train new hires, resulting in stronger staff development and increased productivity.
- Answered customer telephone calls promptly to avoid on-hold wait times and managed a minimum of 80 calls per day.
- Provided primary customer support to internal and external customers.
Part Time Office Assistant
Pearl Health Services
Baltimore, MD
07.2014 - 07.2023
- Delivered clerical support by handling range of routine and special requirements.
- Interacted with customers by phone, email, or in-person to provide information.
- Welcomed office visitors and alerted staff to arrivals of scheduled appointments.
- Completed clerical tasks such as filing, copying, and distributing mail.
- Ordered office supplies and kept office stocked with needed resources to operate smoothly.
- Organized events and meetings to maximize capacity and keep event venues running smoothly.
- Maintained and updated office records, both digital and physical.
- Edited and proofread documents for accuracy and completeness.
- Reviewed files, records and other documents to obtain information to respond to requests.
- Collaborated with various departments to complete assigned tasks
- Created purchase orders and tracked invoices to avoid missed or delayed shipments
Customer Service Representative
WIC (Robert Half)
Baltimore, MD
03.2023 - 06.2023
- Assessed data received through customer portal and determine if applicants are income and categorical eligible for WIC program.
- Conducted intake assessments.
- Provided individual and group education on Special Supplemental Nutrition Program for Women, Infants, and Children (WIC) including nutrition information and services to low-income women and children.
- Mentored and trained new hires to strengthen customer service team and increase productivity.
- Updated applicants' records.
- Uploaded supporting documentation into document imaging system.
- Analyzed problems, questions or issues and develop reports or recommendations for resolutions.
- Processed large volumes of applications in timely manner
Shift Manager/Key Holder
Rite Aid
Baltimore, MD
01.2022 - 03.2023
- Advised new employees on company procedures and policies to facilitate daily tasks and responsibilities.
- Exercised composure under pressure and in escalated customer service scenarios.
- Worked closely with team members to schedule breaks and shifts to meet state regulations.
- Checked building to confirm maintenance and cleaning met code and regulations.
- Counted registers and cleaned and secured shop at end of shift.
- Assisted with administrative tasks to boost success successful store.
- Directed employees to create displays, upsell featured items and tidy store during assigned shifts.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Exercised composure under pressure and in escalated customer service scenarios
- Helped customers complete purchases, locate items, and join reward programs.
- Worked flexible schedule and extra shifts to meet business needs.
- Answered questions about store policies and addressed customer concerns.
- Oversaw store operations by counting cash drawers, reviewing equipment management, and supervising staff.
- Learned entire store catalog of items to improve recommendations and increase upsells to customers
Sales Associate
Rite Aid
Baltimore, MD
03.2019 - 06.2021
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Answered customer questions about sizing, accessories, and merchandise care.
- Engaged with customers to build rapport and loyalty.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Helped customers locate products and checked store system for merchandise at other sites.
- Solved customer challenges by offering relevant products and services.
- Prepared merchandise for sales floor by pricing or tagging.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Managed returns, exchanges and refunds in accordance with store policy.
- Created inviting environment for customers by maintaining store organization and cleanliness.
- Maintained up-to-date knowledge of store sales, payment policies and security standards.
- Worked to meet or exceed special targets for credit card applications, special donations and specific product promotions.
Education
Associate of Science - Nursing
Baltimore City Community College
Baltimore, MD2024
High School Diploma -
Pikesville High School
Baltimore, MD06.2017
Skills
- Administrative Support
- Prioritization
- Customer Service/ Client Relations
- Account Management
- Call Management
- Complaint Resolution
- Paperwork Processing
- Prioritization
- Money Handling Abilities
- Microsoft Office Suite
- Escalation Management
- Documentation and Reporting
Timeline
Customer Service Representative
Baltimore City DOT/ Impound (Robert Half)
07.2023 - Current
Customer Service Representative
WIC (Robert Half)
03.2023 - 06.2023
Shift Manager/Key Holder
Rite Aid
01.2022 - 03.2023
Sales Associate
Rite Aid
03.2019 - 06.2021
Part Time Office Assistant
Pearl Health Services
07.2014 - 07.2023
Associate of Science - Nursing
Baltimore City Community College
High School Diploma -
Pikesville High School
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