Julia Lovett
Troy,TN
Summary
Well-versed in the field of customer service with background as Member Service Representative. Experienced in providing top-tier service, resolving complex issues and fostering positive relationships with clients. Strengths include strong verbal communication, problem-solving skills and ability to maintain composure under pressure. Made significant impact in previous roles by improving client satisfaction and retention rates.
Overview
10
10
years of professional experience
Work History
Member Service Representative
NexRep
Portland, ME
04.2021 - Current
- Managed independent contracting tasks for remote NexRep clientele.
- Maintained accurate records of member interactions and transactions.
- Improved product knowledge continuously to provide optimal service and achieve sales quotas.
- Attend training sessions regularly to stay abreast of company policy or procedure changes.
- Identified opportunities for cross-selling additional products or services based on member needs.
- Referred complex issues to management for resolution.
- Supported members regarding account inquiries, processing transactions, and resolving issues.
- Audited customer account information to identify issues and develop solutions.
- Verified identity information on new accounts using established procedures.
- Enhanced member relationships by providing excellent service during each interaction.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Updated system with order specifics and customer details, preferences, and billing information.
- Guided members on how best to use products or services offered by the organization.
- Helped members resolve account problems and navigate internal systems to handle routine needs.
- Greeted customers in a friendly and professional manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered member questions about products and services.
- Exceeded established service goals while leveraging best practices for customer service, sales, and employee management.
- Updated databases with new and modified customer data.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Adhered to all applicable policies, procedures, regulations, and laws.
- Researched complex issues related to accounts or services provided by the organization.
- Answered incoming calls regarding membership benefits and services.
- Consulted with customers regarding needs and addressed concerns.
- Promoted available products and services to customers during service, account management, and order calls.
- Assisted with the opening of new accounts and processed account maintenance requests.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Handled customer complaints efficiently and courteously.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Presented existing and prospective customers valuable service or product information to aid decision-making.
- Engaged in conversations with customers to understand needs, resolve issues, and answer product questions.
- Managed customer conflicts and challenging situations by staying calm and accessing internal knowledge bases to develop strategic solutions.
- Recognized by management for providing exceptional customer service.
- Identified the needs of customers promptly and efficiently.
- Approached customers and engaged in conversation through the use of effective interpersonal and people skills.
- Completed day-to-day duties accurately and efficiently.
Transcriptionist
Allegis Transcription
Seattle, WA
01.2015 - 04.2021
- Made corrections when needed to grammar, spelling, and syntax.
- Adapted transcription techniques to accommodate various accents, dialects, and speaking speeds.
- Transcribed medical reports from recorded dictation.
- Utilized foot pedals and other transcription equipment to control audio playback.
- Replayed dictation tapes to verify the contextual accuracy of reports.
- Edited and proofread transcribed documents to ensure accuracy and completeness.
- Researched unfamiliar terms and jargon to ensure accurate representation in transcriptions.
- Developed and adhered to exacting transcription quality assurance standards and metrics.
- Proofread final documents to ensure they met formatting and accuracy standards.
- Logged hours and transcription pages completed for billing and productivity tracking.
- Maintained up-to-date knowledge of transcription software updates and industry best practices.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
Education
Bachelor of Arts - International Business
American InterContinental University
DunwoodySkills
- Membership renewals
- Member correspondence
- Escalation handling
- Client education
- Financial transactions
- Multichannel communication
- Healthcare
- Customer service
- Dispute resolution
- Complaint handling
- Customer support
- Product sales
- Issue resolution
- Relationship building
- Payment processing
- Call center experience
Timeline
Member Service Representative
NexRep
04.2021 - Current
Transcriptionist
Allegis Transcription
01.2015 - 04.2021
Bachelor of Arts - International Business
American InterContinental University