Leila Elam
Hephzibah,GA
Summary
Proven leader in customer service with a track record of enhancing customer satisfaction and loyalty. Skilled in CRM software and de-escalation techniques, excel in resolving complex customer issues, leading to a significant reduction in complaint escalations. Demonstrates exceptional problem-solving abilities and a commitment to excellence in every interaction.
Overview
8
8
years of professional experience
Work History
Customer Service Lead
Ross Dress for Less
09.2022 - Current
- Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
- Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.
- Performed store opening, closing, and shift-change actions and kept accurate shift-change logs.
- Processed both cash and card purchases and returns.
- Maintained a clean and inviting checkout area, contributing to an enjoyable shopping experience for customers.
- Balanced cash drawers at the end of each shift, ensuring accuracy in financial reporting.
- Restocked and organized merchandise in front lanes.
- Helped customers complete purchases, locate items, and join reward programs.
- Led opening and closing procedures and conducted cashier drops, cash control and vault monitoring.
- Managed cash registers, ensuring accurate accounting and reducing discrepancies in daily reports.
- Quickly and accurately counted drawers at start and end of each shift.
Customer Service Representative
Contract Callers Inc.
06.2020 - 03.2023
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Increased efficiency of call handling by utilizing available resources such as scripts, FAQs, or knowledge base articles when assisting customers.
- Upheld data security standards while documenting customer interactions within the company''s CRM system, ensuring accuracy and confidentiality.
- Displayed a positive attitude and excellent problem-solving skills, which contributed to the overall success of the customer service team.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Exhibited strong multitasking skills on a daily basis by handling multiple phone lines without compromising the quality of service provided.
- Answered over 100 calls per shift to meet fast-paced call center demands.
- Reduced call wait times by quickly identifying customer needs and directing them to the appropriate department or resource.
Customer Service Representative Team Lead
Circle K
03.2019 - 01.2021
- Greeted customers entering store and responded promptly to customer needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Helped customers complete purchases, locate items, and join reward programs.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Resolved customer complaints professionally, leading to improved customer relations and loyalty.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
- Addressed customer needs and made product recommendations to increase sales.
- Managed inventory levels effectively, reducing stock shortages and minimizing wastage.
- Performed cash, card and check transactions to complete customer purchases.
- Learned duties for various positions and provided backup at key times.
- Worked with floor team and managers to meet wide range of customer needs.
Inbound Customer Service Representative
Med Advantage
10.2016 - 08.2020
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Increased efficiency of call handling by utilizing available resources such as scripts, FAQs, or knowledge base articles when assisting customers.
- Enhanced customer satisfaction by addressing and resolving inbound calls and inquiries in a timely manner.
- Achieved personal performance goals consistently throughout tenure as an Inbound Customer Service Representative.
- Provided constructive feedback for continuous improvement of internal processes, directly impacting customer experience quality.
- Contributed to maintaining a positive work environment through active participation in team meetings, trainings, and workshops.
- Reduced call wait times by quickly identifying customer needs and directing them to the appropriate department or resource.
- Streamlined communication with customers by providing accurate information regarding products and services.
Medical Biller and Coder
Medac Anesthesia Business Partners
04.2016 - 03.2019
- Correctly coded and billed medical claims for various hospital and nursing facilities.
- Reduced claim denials through meticulous verification of patient eligibility and coverage benefits prior to claim submission.
- Worked closely with physicians to accurately assign ICD-10 diagnostic codes for optimal reimbursement rates from insurance companies.
- Processed insurance company denials by auditing patient files, researching procedures, and diagnostic codes to determine proper reimbursement.
- Provided support to administrative staff by ensuring proper handling of sensitive patient data according to HIPAA regulations.
- Collaborated with healthcare providers to ensure accurate documentation, leading to timely reimbursements for services rendered.
- Resourcefully used various coding books, procedure manuals, and on-line encoders.
- Reviewed patient charts to better understand health histories, diagnoses, and treatments.
Education
Associate of Science - Healthcare Reimbursement
Virginia College Augusta, Ga
03.2018
Associate of Science - Medical Billing And Coding
Virginia College
Augusta, Ga06.2017
Skills
- Email Etiquette
- Payment Processing
- Cash Handling
- Business Writing
- Inventory Control
- Product Location
- CRM Software
- Telephone Etiquette
- Call center experience
- Quality Assurance
- Call flow maximization
- Staffing oversight
- Spreadsheets
- Data Entry
- De-Escalation Techniques
- Microsoft Excel
- Appointment Scheduling
- Medical terminology knowledge
- Clerical Support
- Report Preparation
- Customer Relationship Management (CRM)
- POS systems expert
- Product Sales
- Account updating
- Scheduling
- Call Management
- Money handling abilities
Timeline
Customer Service Lead
Ross Dress for Less
09.2022 - Current
Customer Service Representative
Contract Callers Inc.
06.2020 - 03.2023
Customer Service Representative Team Lead
Circle K
03.2019 - 01.2021
Inbound Customer Service Representative
Med Advantage
10.2016 - 08.2020
Medical Biller and Coder
Medac Anesthesia Business Partners
04.2016 - 03.2019
Associate of Science - Healthcare Reimbursement
Virginia College Augusta, Ga
Associate of Science - Medical Billing And Coding
Virginia College