Marc-Phène Hérissé

• Maintain effective communication with customers to provide accurate and on-going information as it relates to orders, promotions, shipments, product details, website questions, and returns
• Build personal connections and relationships to promote customer retention and maintain customer loyalty
• Work cross-functionally with internal teams to ensure a seamless customer experience
• Meet individual and team customer-focused goals while maintaining the standard of expectations with all Key Performance Indicators (KPIs)
• Being available to take and make calls during your specific scheduled times
• Controlling call interaction handle times and promptly resolving customer issues
• Clearly and concisely notating all customer interactions and closing cases in a timely manner
• Delivering a consistent and high standard of service for our customers
• Remaining reliable and dependable for all scheduled shifts
• Demonstrate good follow-up and follow-through techniques
• Exhibit and utilize critical thinking, empathy, reading comprehension, and problem-solving skills
• Quickly and effectively apply coaching, feedback, and training to improve individual performance and customer experience.

Retail Associate
01/2023 – 04/2024
AssociateRetail LLC
Implemented a new customer service training program, resulting in a 25% increase in customer satisfaction scores and a 10% decrease in customer complaints.
Collaborated with the visual merchandising team to redesign store layout and displays, resulting in a 15% increase in sales within the first month of implementation.
Managed inventory levels and restocking processes, reducing out-of-stock items by 20% and increasing overall sales by 5%.

Answers customer's questions about merchandise. Assists customers with purchase decisions. Retrieves merchandise from sales floor, stock room, or other inventory locations; places special orders. Collects payment using the store point of sale system. Processes returns and exchanges.

• Responsible for providing a frontline connection between medical facilities and patients, ensuring smooth communication and efficient resolution of inquiries and concerns
• This role involves a deep understanding of healthcare services and policies to provide accurate information and support to individuals seeking medical assistance or information
• By managing appointments, handling billing questions, and addressing patient needs with empathy and professionalism, these representatives play an essential role in enhancing patient experience and satisfaction
• Answer incoming calls from patients, healthcare providers, and insurance representatives, addressing inquiries, resolving complaints, and providing detailed information about healthcare services and policies
• Schedule, reschedule, or cancel appointments as requested by patients or healthcare providers, ensuring efficient use of resources and patient satisfaction
• Process patient billing inquiries, explaining charges, insurance coverage, and payment options, and facilitate resolution of billing discrepancies
• Update and maintain accurate patient records in the healthcare system's database, including personal information, treatment history, and insurance details
• Handle sensitive information with confidentiality and compliance with HIPAA (Health Insurance Portability and Accountability Act) regulations, ensuring patient privacy and data security.

• Responsible for assisting customers in placing orders, tracking them, or cancelling them
• Handled telephone inquiries from more than 100 customers daily and identify solutions to resolve conflicts and ensure a high-quality customer experience
• Perform regular assessments regarding customer complaints and provide suggestions to improve customer satisfaction and retention by 15% Meet or exceed customer satisfaction goals month over month

• Conducted telephone interviews with respondents
• Recorded accurate and thorough answers using computer software
• Completed quotas in a timely manner
• Conducted interviews over the telephone with a wide variety of candidates
• Followed project specifications with a high-level accuracy and integrity