Lavander Jones
Maricopa,AZ
Summary
Experienced Complaint Coordinator with background in managing and resolving customer complaints effectively. Skilled at fostering positive relationships, ensuring customer satisfaction and maintaining brand reputation. Strengths include solid communication skills, problem-solving abilities, and proactive approach to conflict resolution. Demonstrated success in reducing complaint escalation rates while improving overall customer experience.
Overview
10
10
years of professional experience
Work History
Customer Support Specialist
Express Pros
Mesa, AZ
03.2022 - 08.2024
- Managed a substantial volume of inbound and outbound calls, ensuring prompt and professional responses to customer inquiries
- Provided support to real estate agents and brokers with account management. Assisted customers with product installation, troubleshooting, and usage questions.
- Investigated customer complaints regarding product quality or service rendered.
- Responded to customer emails and phone calls promptly, courteously, and professionally.
- Assisted customers with their student loan inquiries, providing accurate and up-to-date information.
- Provided guidance on the different types of loans available and advised customers on which option best suited their needs.
- Provided one-on-one counseling to students regarding financial aid program options and requirements.
Data Entry Representative
Manpower/JPMC
Tempe, AZ
03.2024 - 06.2024
- Processed high-volume data entry with a focus on account management, ensuring accuracy and attention to detail
- Maintained a typing speed of 55 words per minute, utilizing 10-key numeric keypad for efficient data input
- Verified data by comparing it to source documents.
- Updated existing databases with new information as needed.
- Resolved discrepancies in information and obtained further information for incomplete documents.
Food Service Supervisor
ADOC-Red Rock Corrections
Eloy, AZ
10.2023 - 03.2024
- Supervised Resident labor in food preparation processes, ensuring adherence to safety and health regulations
- Maintained inventory of supplies, equipment, and food items needed for daily operations.
- Conducted training sessions for kitchen procedures
- Provided direction to staff on proper preparation techniques for menu items.
- Investigated complaints regarding food quality or customer service issues promptly and effectively resolved them.
Administrative Assistant
Accident Law Group
Tempe, AZ
02.2023 - 05.2023
- Greeted visitors in a professional manner, responding to inquiries and directing them to appropriate personnel.
- Organized and maintained filing systems for physical and electronic documents, ensuring accuracy and confidentiality of records.
- Composed letters, memos, reports, emails, presentations and other written correspondence as required by management staff.
- Managed incoming calls while providing information or transferring callers to appropriate personnel.
- Handled the distribution of settlement checks and ensured accurate document management through e-faxing, scanning, and copying
- Maintained professionalism and delivered exceptional customer service by efficiently addressing incoming calls and inquiries
Benefit Specialist
Manpower
09.2019 - 01.2020
- Addressed customer inquiries and resolved issues through both inbound and outbound calls, ensuring client satisfaction and account accuracy
- Maintained accurate records and performed data entry for Health Savings Accounts (HSA) and various Flexible Spending Accounts (FSA), adhering to confidentiality and compliance standards
- Assisted clients in understanding their benefits and eligibility criteria by providing detailed information and support.
- Resolved discrepancies between employer contributions and payroll deductions for benefits programs.
- Assisted employees with filing claims for medical expenses or other eligible services covered by their plans.
Account Manager
Randstad
Tempe, AZ
09.2018 - 01.2019
- Processed payroll transactions and efficiently managed incoming calls to ensure prompt and accurate responses to both internal and external customer inquiries
- Maintained a high level of personalized service in a call center environment by addressing customer needs and gathering valuable client feedback
- Managed multiple accounts simultaneously while meeting deadlines.
- De-escalated customer interactions by providing alternative solutions to issues.
Pharmacy Technician
Aerotek
Tempe, AZ
09.2014 - 10.2017
- Managed a high volume of inbound calls, effectively addressing customer inquiries and processing prescription orders
- Maintained accurate education records for medication supplies, ensuring consistency and compliance with healthcare regulations
- Prepared medications for dispensing by counting, pouring, labeling, and verifying doses.
- Performed data entry for patient profiles, billing information and prescription orders into the pharmacy software system.
- Managed filing of prescriptions, both electronically and manually.
- Ensured compliance with all federal, state, local laws and company policies related to pharmacy operations.
Education
High School Diploma -
Canyon Springs High School
Moreno Valley, CA06-2004
Certificate - Medical Assistant
American Career College
Norco, CA09.2006
Certificate - Pharmacy Technology
Community Care College
Tulsa, OK03.2014
Skills
- Customer service excellence
- Customer relationship management (CRM)
- Workflow management
- Analytical thinking
- Team collaboration
- Data entry
- Active listening
- Issue troubleshooting
- Technical troubleshooting
- Customer response
- Call center experience
- SLA compliance
- Salesforce
- Conflict resolution
- Multitasking and organization
References
References available upon request.
Timeline
Data Entry Representative
Manpower/JPMC
03.2024 - 06.2024
Food Service Supervisor
ADOC-Red Rock Corrections
10.2023 - 03.2024
Administrative Assistant
Accident Law Group
02.2023 - 05.2023
Customer Support Specialist
Express Pros
03.2022 - 08.2024
Benefit Specialist
Manpower
09.2019 - 01.2020
Account Manager
Randstad
09.2018 - 01.2019
Pharmacy Technician
Aerotek
09.2014 - 10.2017
High School Diploma -
Canyon Springs High School
Certificate - Medical Assistant
American Career College
Certificate - Pharmacy Technology
Community Care College
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