LESLIE HENDERSON
Columbia,SC
Summary
Dedicated Customer Service Contractor with a strong background in providing high-quality customer support and effectively resolving client issues. Proven ability to handle multiple customer inquiries efficiently while maintaining a positive attitude. Demonstrated skill in active listening and problem-solving to enhance customer satisfaction. Brings top-notch skills in oral and written communication, active listening, and analytical problem-solving. Strives to enhance customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.
Overview
25
25
years of professional experience
Work History
Customer Service Representative Contractor
Self-employeed
08.2020 - Current
- Served as a reliable point of contact for clients, consistently providing prompt and knowledgeable assistance with inquiries or concerns.
- Exceeded performance targets with exceptional time management skills, prioritizing tasks for maximum efficiency.
- Maintained a thorough knowledge of company products and services to provide accurate information to customers.
- Facilitated seamless transactions by accurately processing payments and updating account information as needed.
- Promoted a positive brand image by delivering consistent, courteous, and professional service to customers at all times.
- Participated in ongoing training initiatives to stay updated on industry trends, product developments, and best practices in customer service delivery.
- Maintained strict confidentiality when handling sensitive personal information in accordance with company policies and regulations.
Account Specialist
Verizon
04.2005 - 07.2005
- Obtained customer information such as name, address, and payment method, and entered orders
- Answered telephones and gave information to callers, took messages, transferred calls
Customer Service Representative
E & R Sales
06.2004 - 03.2005
- Obtained business information, product numbers, and specifications of items to be purchased
- Prepared invoices, shipping documents, and contracts
- Received and responded to customer complaints, verified customer order information
Member Services Representative
VA Premier Health Plan
12.2000 - 06.2003
- Protected the security of medical records to ensure that confidentiality was maintained
- Assisted members with choosing primary care doctors and specialists, as well as scheduling transportation to and from medical appointments
- Provided after hours on call services
Medicaid Information Specialist
Benova
11.1999 - 11.2000
- Referred patients to appropriate health care services or resources
- Explained policies, procedures, or services to patients using medical or administrative
- Helped Medicaid clients choose and sign up with the HMO of their choice
Education
High School -
Huguenot High School
Richmond, VACustomer Service Academy -
Customer Service Academy
Richmond, VASkills
- Active Listening
- Complex Problem Solving
- Microsoft office
- Call center experience
- Customer focus
- Appointment scheduling
- Complaint handling
- Dispute resolution
- Language proficiency
- Critical thinking
- Task prioritization
- Documentation
Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
Languages
English
Full Professional
Timeline
Customer Service Representative Contractor
Self-employeed
08.2020 - Current
Account Specialist
Verizon
04.2005 - 07.2005
Customer Service Representative
E & R Sales
06.2004 - 03.2005
Member Services Representative
VA Premier Health Plan
12.2000 - 06.2003
Medicaid Information Specialist
Benova
11.1999 - 11.2000
Customer Service Academy -
Customer Service Academy
High School -
Huguenot High School
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