Luzmary Beauchamp
Little Ferry,NJ
Summary
Encouraging leader and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Bio-Reference Laboratory
01.2021 - Current
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Sought ways to improve processes and services provided.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates
- Updated account information to maintain .
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Trained staff on operating procedures and company services.
- Trained new personnel regarding company operations, policies and services.
- Participated in team meetings and training sessions to stay informed about updates and changes.
- Answered constant flow of customer calls with minimal wait times.
- Responded proactively and positively to rapid change.
- Cross-trained and provided backup support for organizational leadership.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Escalated customer issues to management for appropriate action to be taken.
- Participated in customer service training for internal teams to share knowledge and experience and improve quality of customer service.
- Kept accurate records of customer interactions to be used for training, quality assurance and future reference.
Transportation Security Officer
Homeland Security US Department
10.2017 - 06.2018
- Executed security rules and procedures and calmly and promptly escorted non-compliant individuals out of building.
- Interacted with public to give directions, explain rules, and regulations and respond to inquiries.
- Prevented attempted fraud by validating passengers' tickets and assessing photo identification to confirm identity.
- Adhered to strict screening techniques and procedures while conducting human screenings.
- Engaged in casual conversations with individuals to assess and analyze behaviors.
- Maintained awareness and focus to identify potentially life-threatening objects or weapons of mass destruction.
- Discretely observed behavior and demeanor of travelers and staff to screen for suspicious actions.
- Used explosive detection machines and chemical swab systems to identify potential hazards.
- Monitored security checkpoints for compliance with applicable security protocols.
- Operated x-ray machines, hand wands, and advanced imaging technology to conduct screening of passengers and baggage.
- Manually screened passengers unable to pass through metal detectors or who triggered alarms.
- Performed pat-downs to look for unauthorized materials and weapons.
- Authenticated boarding passes, identification, and passports to prevent fraudulent travel.
- Directed passengers navigating screening process, providing additional support to individuals exhibiting difficulties.
- Attended daily briefings with supervisors to discuss issues with security screening processes.
Patient Service Representative
Bergen Medical Associates
02.2016 - 10.2017
- Handled customer service inquiries via telephone and through email.
- Built and maintained positive working relationships with patients and staff.
- Entered patient demographic and insurance data into electronic medical record system.
- Responded to inquiries by directing calls to appropriate personnel.
- Compiled and maintained patient medical records to keep information complete and up-to-date.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Facilitated communication between patients and various departments and staff.
- Answered incoming calls, scheduled appointments and filed medical records.
- Resolved customer complaints using established follow-up procedures.
- Trained new staff on filing, phone etiquette and other office duties.
- Verified patient insurance eligibility and entered patient information into system.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
Assistant Store Manager
Swim N Sport
02.2012 - 02.2014
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Provided weekly work schedules to employees to accommodate business demands and vacation requests.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Reduced operational risks while organizing data to forecast performance trends.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Assisted in recruiting, hiring and training of team members.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Trained and guided team members to maintain high productivity and performance metrics.
- Analyzed customer feedback and implemented strategies to improve customer experience.
- Mitigated business risks by working closely with staff members and assessing performance.
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Trained new employees on proper protocols and customer service standards.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Rotated merchandise and displays to feature new products and promotions.
- Created and maintained safe and secure work environments for employees.
- Interacted well with customers to build connections and nurture relationships.
- Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
Education
Medical Billing And Coding
Lincoln Technical Institute
Paramus, NJAccounting / Bookkeeping
Las Comp Institute
Hackensack, NJ2018
GED -
Silk City Adult & Continuing Education
Paterson, NJ2003
Skills
- Staff Training
- Computer Proficiency
- Customer Data Confidentiality
- Call Center Operations
- Understanding Customer Needs
- Data Evaluation
- Investigate Claims
- Call Volume and Quality Metrics
- Problem-Solving Ability
- Time Management
- Critical Thinking
- Prioritization
- Research
- Documentation
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Be more concerned with your character than your reputation, because your character is what you really are, while your reputation is merely what others think you are.
John R. Wooden
Timeline
Customer Service Representative
Bio-Reference Laboratory
01.2021 - Current
Transportation Security Officer
Homeland Security US Department
10.2017 - 06.2018
Patient Service Representative
Bergen Medical Associates
02.2016 - 10.2017
Assistant Store Manager
Swim N Sport
02.2012 - 02.2014
Medical Billing And Coding
Lincoln Technical Institute
Accounting / Bookkeeping
Las Comp Institute
GED -
Silk City Adult & Continuing Education
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