Leonie James
North Lauderdale,FL
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.
Overview
10
10
years of professional experience
Work History
Customer Service Representative Specialist
Wipro
01.2023 - 01.2024
- Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
Customer Service Representative Specialist
Teleperformance
05.2018 - 05.2023
- Greet incoming customers entering store and thank exiting customers for shopping with the company
- Calmly manage and resolve customer crisis during shopping and checkout, including disorderly customers, and medical emergencies
- Audit customer receipts and items in cart to mitigate theft and unauthorized removal of store products that have not been scanned
- Communicate in writing to complete paperwork and detailed reports regarding incidents and/or discrepancies to management and leadership
- Performs "preflight" style inspections of store to prevent emergencies and safety violations that lead to injuries
- Provides leadership, direction and assistance during an emergency, including office evaluation, administering first aid to employees with minor injuries
- Maintained thorough knowledge of products, sales, promotions, and holiday discounts to provide customers accurate responses.
Customer Service Representative Specialist
Global Gateway Solution
06.2014 - 07.2016
- Deputies for the sales and customer care director
- Help coordinate various special meetings and assist with special events
- Handle receipts for expense reports and credit card reconciliation
- Create, maintain and evolve various dashboards and roadmaps for customer service and service tech
- Review emails and respond on behalf of the exec being supported
- Met customer call guidelines for service levels, handle time and productivity.
- Assisted customers in navigating the company''s products and services, ensuring they received the best possible experience.
Education
High School Diploma -
Cedric Titus High School
JamaicaCustomer Service Certificate -
Heart Trust NTA
05-2008
Skills
- Sales expertise
- Customer service expert
- Attention to Detail
- Email/Chat Support
- Problem-solving abilities
- Lead Generation
- Computer Skills
- Microsoft Outlook
- Escalation Handling
- Computer Proficiency
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Timeline
Customer Service Representative Specialist
Wipro
01.2023 - 01.2024
Customer Service Representative Specialist
Teleperformance
05.2018 - 05.2023
Customer Service Representative Specialist
Global Gateway Solution
06.2014 - 07.2016
High School Diploma -
Cedric Titus High School
Customer Service Certificate -
Heart Trust NTA