Maria Byrd
Dallas,TX
Summary
Accomplished professional with a proven track record at Sedgwick CMS, enhancing customer satisfaction and loyalty through expert issue resolution and service excellence. Spearheaded initiatives at Superior, driving growth and operational efficiency. Skilled in customer support and team collaboration, consistently achieving quality scores over 95%.
Overview
8
8
years of professional experience
Work History
FMLA Customer Specialist 2
Sedgwick CMS
01.2022 - Current
- Enhanced customer satisfaction through timely resolution of issues.
- Delivered excellent service to enhance customer retention and loyalty.
- Enhanced customer engagement, providing personalized support and attention.
- Streamlined call handling processes within a fast-paced environment ensuring top-notch service delivery.
- Navigate between multiple platforms answering customer questions and concerns
- Execute company policy and procedures according to FMLA guidelines
- Maintain all KPI goals
- Thrive to go above and beyond
- Maintained a high quality score of a 95% or above
Senior Customer Service Representative
Amazon
06.2019 - 01.2022
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Handled customer inquiries via phone, chat and email
- Resolved complex questions and concerns while delivering satisfactory customer satisfaction
- Actively listened and engaged with customer to ensure all needs were meet within a timely manner
- Helped developed and implement strategies to improve overall customer satisfaction
- Consistently achieved quality scores exceeding 95%.
Director of Nurse Assistant Program
Superior
09.2016 - 06.2019
- Spearheaded strategic initiatives to drive organizational growth and enhance operational efficiency.
- Directed cross-functional teams to ensure alignment with company goals.
- Navigated through multiple different phone lines, while taking messages for clients and making arrangements for any upcoming new clients
- Assigned staffing schedules for our nurses
- Recruited hospitals, physical therapy centers and out-patient centers
- Developed rapport with clients through consistent interaction.
Education
Associate Of Business Administration -
Kaplan College
Skills
- Customer support
- Product knowledge
- Client engagement
- Issue resolution
- Service orientation
- Communication skills
- Problem solving
- Active listening
- Data entry
- Account management
- Quality assurance
- Customer retention
- Service excellence
- Team collaboration
Timeline
FMLA Customer Specialist 2
Sedgwick CMS
01.2022 - Current
Senior Customer Service Representative
Amazon
06.2019 - 01.2022
Director of Nurse Assistant Program
Superior
09.2016 - 06.2019
Associate Of Business Administration -
Kaplan College
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