Lucretia Oliver
Rochester,New York
Summary
Proven Customer Service Representative at Maximus, adept in critical thinking and customer relations, significantly enhanced loyalty through empathetic resolution of complaints. Excelled in fast-paced environments, demonstrating exceptional computer proficiency and a commitment to service excellence. Achieved notable satisfaction rates by prioritizing client needs and implementing effective problem resolution strategies.
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Maximus
06.2017 - Current
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Delivered prompt service to prioritize customer needs.
- Participated in training programs to enhance product knowledge and customer service skills.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Organized and detail-oriented with a strong work ethic.
- Paid attention to detail while completing assignments.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Intake Specialist
Catholic Family Center
11.2016 - 05.2017
- Reduced errors in documentation through diligent proofreading before submission, maintaining high standards of quality control throughout the entire intake process.
- Developed and implemented strategies to enhance quality of social services.
- Collected, verified, recorded and processed client demographics, insurance payments, and referral information.
- Answered phone calls and provided new clients with required paperwork to initiate service.
- Enhanced client experience by conducting thorough intake assessments and accurately identifying their needs.
- Offered compassionate and attentive guidance to patients during crisis situations.
- Increased customer satisfaction with timely follow-ups, ensuring all necessary documentation was collected and processed promptly.
- Consistently met or exceeded performance metrics, demonstrating a strong commitment to delivering exceptional service within the Intake Specialist role.
- Assessed clients' needs and determined eligibility for intake services.
Education
No Degree - Medical Secretary Program
Rochester Educational Opportunity Center
Rochester, NY06-1995
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Professional telephone demeanor
- Call center operations
Timeline
Customer Service Representative
Maximus
06.2017 - Current
Intake Specialist
Catholic Family Center
11.2016 - 05.2017
No Degree - Medical Secretary Program
Rochester Educational Opportunity Center
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