Madison K. Burrell
Columbia,SC
Summary
Knowledgeable and is a dedicated customer service professional with an extensive Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Deliver a strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships. 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
9
9
years of professional experience
Work History
Customer Service Advocate /Call Center Representative
Blue Cross & Blue Shield Of SC
Columbia, SC
01.2022 - Current
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Answering Questions about Coverage on Members Policy .
- Ordering Members New ID Cards
- Assessed caller accounts to determine benefits, identify service needs and resolve issues.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Answered average of 30 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information
Document Scanner
Department Of Health And Human Services
Columbia, SC
06.2020 - 11.2021
- Inputted settings onto scanner computer screen by manipulating mouse or typing from keyboard.
- Proofread filenames, titles and submittal details to streamline submittal and avoid rejection.
- Carefully reviewed all documents and reports for completeness and accuracy.
- Scanned, filed and transmitted various documents and adhered to digital filing procedures.
- Scanned documents and saved in database to keep records of essential organizational information.
- Sorted documents and maintained organized filing process.
- Handled Open Mail to sort for Medicaid and Medicare Documents.
Crew Leader
Rush's Fabulous Foods
Columbia, SC
09.2016 - 11.2021
- Implements daily goals for crew members
- Ensuring all daily tasks are met
- Organize and set team meetings, and set goals for crew members
- Received yearly bonuses for exceeding goals
- Received award for Crew Leader of the month.
- Discussed daily work requirements with crew and assigned skills-based tasks to enable completion of work.
- Trained employees in time management and proper ways to complete job duties.
- Monitored overall team and individual employee performance and compiled data into project reports for supervisor.
- Mitigated onsite issues by patiently listening to employee complaints and finding appropriate methods for resolution.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Supervised crew of 15 employees in general maintenance and asphalt patching
Retail Associate
TJ Maxx
Columbia, SC
06.2019 - 07.2020
- Communicates effectively and appropriately
- Summarize analysis, develop conclusions, and make recommendations
- Produce successful results in maintaining positive attitude
- Received numerous managers, and customers commending for outstanding and speedy services
- Meet and Exceeded performance goals
- Organized store merchandise racks and displays to promote and maintain visually appealing environments.
- Supported loss prevention goals by monitoring shopper behavior.
- Answered product questions with up-to-date knowledge of sales and store promotions.
- Helped customers complete purchases, locate items and join reward programs.
- Informed customers of current store promotions to encourage additional sales purchases.
Administrative Assistant
Dillon SC, Woods Investments
Dillon, SC
06.2015 - 06.2016
- Handled incoming calls, greeting clients and visitors
- Managing filing system and retrieving documents when requested
- Monitor level of supplies and handle shortages
- Updated paperwork, maintain documents, created and edited spreadsheets
- Accomplishments:
- Exceeded in customer service
- Meet and Exceeded performance goals
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Scheduled office meetings and client appointments for staff teams.
- Organized weekly staff meetings and logged minutes for corporate records.
- Monitored supervisor's work calendar and scheduled appointments, meetings and travel.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Supported efficient meetings by organizing spaces and materials, documenting discussions and distributing meeting notes.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors
Education
Certification - Sports And Fitness Administration
National Academy of Sports Medicine
Gilbert, AZ12.2023
High School Diploma -
Westwood High School
Blythewood, SC06.2017
Skills
- Multitasking and Prioritization
- POS Systems and Ordering Platforms
- Verbal and Written Communication
- Customer Account Management
- Understanding Customer Needs
- Building Customer Trust and Loyalty
- Excellent Attention to Detail
- Call Volume and Quality Metrics
- Creative Problem Solving
- Data Entry and Maintenance
- Calm and Professional Under Pressure
- Exceeding Customer Expectations
Affiliations
Performance-driven, and consistently shows initiative and versatility in my Customer Service Specialist career with high integrity, strong work ethics, and great leadership skills. Seeking a career with an organization that has stability, opportunities for growth, and advancement. Demonstrates leadership, coaching skills, and effective team player who contributes valuable ideas. Experience and proficient computer software skills. Excellent attention to detail. Prompt and excellent customer service.
Timeline
Customer Service Advocate /Call Center Representative
Blue Cross & Blue Shield Of SC
01.2022 - Current
Document Scanner
Department Of Health And Human Services
06.2020 - 11.2021
Retail Associate
TJ Maxx
06.2019 - 07.2020
Crew Leader
Rush's Fabulous Foods
09.2016 - 11.2021
Administrative Assistant
Dillon SC, Woods Investments
06.2015 - 06.2016
Certification - Sports And Fitness Administration
National Academy of Sports Medicine
High School Diploma -
Westwood High School