Johanna Foster
Little Rock,AR
Summary
Customer Service Specialist with 25 years of experience in customer relationship management and technical support. Expertise in conflict resolution and process optimization. Focused on enhancing customer satisfaction through effective communication and problem-solving skills.
Overview
46
46
years of professional experience
Work History
Customer Service Specialist
Baptist Medical Center
Little Rock , AR
04.1998 - Current
- Assisted patients with appointment scheduling and insurance verification processes.
- Addressed patient inquiries and resolved concerns in a timely manner.
- Managed incoming calls and directed them to appropriate departments efficiently.
- Documented patient interactions accurately in electronic health record systems.
- Monitored patient wait times and communicated updates regularly to reduce anxiety.
- Maintained a high level of professionalism while interacting with customers via phone or email.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Answered incoming customer inquiries regarding product and service information.
- Provided assistance to customers in navigating website, placing orders, and resolving complaints.
- Collaborated with colleagues from other departments in order to resolve customer concerns quickly.
- Monitored call center queues daily in order to respond promptly to customer inquiries.
- Trained new hires on products and services, best practices, and protocols to reduce process gaps.
- Investigated escalated customer complaints utilizing problem-solving skills to identify root causes of issues.
- Documented customer correspondence in CRM to track requests, problems, and solutions.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Assisted customers with account maintenance such as resetting passwords and updating contact information.
- Provided technical support for troubleshooting software applications used by customers.
- Addressed customer questions and concerns regarding products and services.
- Provided excellent customer service by responding to inquiries and resolving complaints in a timely manner.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Generated reports on customer feedback, trends, and other metrics for management review.
- Performed data entry of customer orders into the company's order management system.
- Developed strategies for improving customer service processes based on feedback from customers and team members.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Supported sales team members to drive growth and development.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Provided top quality control and eliminated downtime to maximize revenue.
Travel Agent, Flight Attendant, Resv & Tkt
International Airline Training Academy
Oakland, California
05.1979 - 1981
- Assisted clients in selecting travel packages and itineraries.
- Coordinated travel arrangements including flights, accommodations, and activities.
- Responded to customer inquiries via phone and email promptly.
- Managed booking systems to ensure accurate reservations for clients.
- Provided support in processing travel documentation and visas.
- Collaborated with airlines and vendors to secure best rates for clients.
- Maintained up-to-date knowledge of travel regulations and industry trends.
- Organized training sessions for new staff on travel booking procedures.
- Compiled customer feedback surveys to monitor customer satisfaction levels regarding services provided.
- Provided assistance in obtaining necessary visas and passports for international trips.
- Worked with vendors to ensure competitive pricing for airfare, hotel accommodations, rental cars, tours and other services.
- Assisted customers with travel inquiries and reservations, including flights, hotels, car rentals, and cruises.
- Created customized vacation packages that included airfare, hotel stays, car rentals, sightseeing tours and more.
- Monitored availability of seats on flights by regularly checking airline websites.
- Responded promptly to customer emails and phone calls regarding bookings or special requests.
- Tracked flight schedules to inform customers about any delays or cancellations due to weather conditions or mechanical issues.
- Prepared itineraries in accordance with customer preferences and advised them of any changes or adjustments needed.
- Organized promotional events such as travel fairs at shopping malls or corporate offices to promote the company's services.
- Maintained up-to-date knowledge of airlines' rules and regulations for domestic and international travel.
- Processed payments from customers using a variety of payment methods such as cash, check or credit cards.
- Updated client records in the database after each transaction to ensure accuracy of data.
- Cross-checked ticket prices against competitors' rates on a regular basis to ensure best deals for clients.
- Provided detailed information on various destinations, attractions and activities to clients.
- Created travel itineraries and made adjustments to meet client specifications.
- Handled travel arrangements for groups, couples, executives, and special needs clients.
- Asked open-ended questions to best understand client needs and determine best travel offerings.
- Cultivated strong value-added relationships with customers daily by delivering accurate travel itinerary and knowledge to drive business development.
- Explained benefits of purchasing travel insurance with clients.
- Maintained up-to-date knowledge of travel advisories, visa requirements, and vaccination policies.
- Fostered a positive and collaborative work environment, sharing travel tips and insights with colleagues.
- Tracked client travel preferences and history to provide tailored travel advice.
- Managed travel documentation, ensuring all necessary passports and visas were obtained in a timely manner.
- Developed personalized travel itineraries based on clients' preferences and budget.
- Utilized GDS systems efficiently for booking and confirming travel plans.
- Built and maintained strong relationships with vendors and suppliers in the travel industry.
- Managed financial transactions related to travel bookings, including invoicing and payments.
- Stayed informed of emerging travel trends and technologies to enhance service delivery.
- Provided exceptional customer service, resolving any travel-related issues promptly.
- Maintained positive working relationship with fellow staff and management.
- Maintained front desk to provide positive first impression.
- Answered phones and routed voicemails to respective employees.
- Coordinated support to facilitate general office operations.
- Received and distributed mail, letters and packages.
- Assisted organizational efforts by filing, entering data and answering phones.
- Reviewed and approved vendor invoices.
- Greeted guests and vendors to assist in navigating space.
- Stocked inventory and ordered office and kitchen supplies.
- Assisted with set up for social events and food deliveries.
- Offered reception coverage to relieve staff during absences or breaks.
- Provided HR administrative assistance to management team.
- Scheduled service and changed and ordered toner to keep printers and copiers functioning.
- Monitored office services mailbox for business support needs and requests.
- Reserved and managed meeting room availability.
- Handled customer complaints in a professional manner to ensure satisfaction with the service provided.
- Ensured all reservations were accurately documented in agency's system prior to client departure date.
- Analyzed customer feedback to improve service offerings and client satisfaction.
Education
Associate of Science -
Pulaski Technical College
North Little Rock, AR05-2023
International Airline School
Oakland Airline SchoolSkills
- Customer relationship management
- CRM software
- Electronic health records
- Technical support
- Appointment scheduling
- Call center operations
- Conflict resolution
- Problem solving
- Training and development
- Time management
- Customer order management
- Call center experience
- Problem resolution
- Regulatory compliance
- Senior leadership support
- Telephone etiquette
- Customer retention
- Schedule mastery
- Project management
- Good communication skills
- Conflict mediation
- Customer relationship management (CRM)
- Technical troubleshooting
- Excellent written and oral communication
Timeline
Customer Service Specialist
Baptist Medical Center
04.1998 - Current
Travel Agent, Flight Attendant, Resv & Tkt
International Airline Training Academy
05.1979 - 1981
Associate of Science -
Pulaski Technical College
International Airline School