Lucia Alshami

• Completed documentation of care, hospital actions, and patient activities.
• Developed rapport to create safe and trusting environment for care.
• Facilitated communication between hospital departments.
• Responded to patient concerns and questions with compassionate and knowledgeable service.
• Advocated for patient rights and access to support resources in healthcare settings.
• Answered incoming calls, scheduled appointments and filed medical records.
• Provided excellent customer service to patients and medical staff.
• Greeted and assisted patients with check-in procedures.
• Followed document protocols to safeguard confidentiality of patient records.
• Offered simple, clear explanations to help clients and families understand hospital policies and procedures.

• Achieved outstanding ratings on Email Handle Time (EHT), Chat Handle Time (CHT), Phone Handle Time (PHT) and Quality and Voice of Customer (VOC).
• Upsold or cross-sold products and services when appropriate to fulfill customer needs or provide additional benefits.
• Promptly responded to inquiries and requests from prospective customers.
• Provided ongoing guest service.
• Facilitated inter-departmental communication to effectively provide customer support.
• Implemented and developed customer service training processes.
• Promoted available products and services to customers during service, account management and order calls.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Investigated and resolved customer inquiries and complaints quickly.
• Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
• Investigated and resolved accounting, service and delivery concerns.
• Managed timely and effective replacement of damaged or missing products.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Educated customers about billing, payment processing and support policies and procedures.
• Met customer call guidelines for service levels, handle time and productivity.
• Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.

At Amazon I initially got hired as a driver. Delivering packages to a different routes everyday. 2 months later I was switched to a warehouse position in Morrisville, NC. The warehouse position consisted of different positions within the warehouse. Sometimes I was a stower other days a picker. Mainly our job as a team was to sort and organize each the route bags with packages for the drivers to deliver in the morning time.

A typical day as a bilingual customer representative at BPOA would consist of inbound calls. We were a third party representing multiple employers. Every call was unique. I would take calls were I would have to take messages for various lawyers, some calls were about taking medical payments, booking spa appts, take orders for different catalogues, provided motorcycle moving quotes, etc etc.

Of course we were trained and on all sort of systems in order to assist all the diverse calls.

Working the morning shift. Got to work 15 mins earlier. Prepare coffee, write down the winning lottery numbers, clean up any mess from the night before. Open the store, tend to customers needs, lotto or groceries. At times when the store would pace down, I’d take advantage and dust the shelves, as well as behind the register. And stock up any deliveries.

I used to manage the morning shift. Clean the place from the night before. Cash out any winnings. Most of all just tend the register.

• Recommended alternative items when product was out of stock.
• Collaborated with cross-functional teams and diverse colleagues to accomplish team objectives and serve customer needs.
• Provided elevated customer experience to generate loyal clientèle.
• Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
• Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
• Promoted company as superior provider committed to customer needs and satisfaction.
• Investigated and resolved accounting, service and delivery concerns.
  
• Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.
• Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Educated customers about billing, payment processing and support policies and procedures.
  
• Assisted customers by listening closely, finding solutions to problems and making recommendations based on extensive product knowledge.
  
• Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
• Directed incoming calls to internal personnel and departments, routing to best-qualified entity to respond to callers' needs.
• Communicated accurate information about promotions, customer programs and products, providing exceptional customer service and driving retention.
• Assisted customers with selecting and customizing available items based on individual requirements.
• Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.

• Developed reputation as an efficient service provider with high levels of accuracy.
• Described product to customers and accurately explained details and care of merchandise.
• Bagged, boxed or gift-wrapped sold merchandise per customer's request.
• Scheduled weekly inventory pickups and deliveries with vendors.
• Politely assisted customers in person and via telephone.
• Greeted customers entering the store to ascertain what each customer wanted or needed.
• Recommended alternative items if product was out of stock.
• Organized store merchandise racks by size, style and color to promote visually appealing environment.
• Maintained cleanliness and presentation of stock room and production floor.
• Provided an elevated customer experience to generate a loyal clientèle.
• Folded and arranged garments in attractive displays.
• Designed displays to make the store experience interactive, engaging and reassuring.
• Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
• Communicated with vendors regarding back order availability, future inventory and special orders.

• Defused volatile customer situations calmly and courteously.
• Addressed and resolved customer product complaints empathetically and professionally.
• Gathered and verified all required customer information for tracking purposes.
• Accurately documented, researched and resolved customer service issues.
• Referred unresolved customer grievances to designated departments for further investigation.
• Effectively managed a high-volume of inbound and outbound customer calls.
• Provided incentive to increase productivity by offering employees awards for best customer service.
• Analyzed call volume and average call time to monitor Customer Service Representative performance and productivity.
• Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
• Developed all process controls and metrics for daily management of the Call Center.