MARIAMA KABA
Ardmore,PA
Summary
A seasoned Customer Service Advocate from ActiveHealth Management, I excel in problem-solving and report generation, enhancing customer satisfaction and operational efficiency. Leveraging my expertise in call center operations and a professional demeanor, I've significantly contributed to policy enhancements and team performance, ensuring top-notch service and a loyal customer base.
Overview
12
12
years of professional experience
Work History
Customer Service Advocate
ActiveHealth Management
04.2012 - 10.2023
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- 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.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Developed and updated databases to handle customer data.
- Completed opening and closing functions to meet operational needs.
- Educated customers about Product and service provided by active health.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Offered [Area of expertise] knowledge to assist team members in offering each customer top-notch support.
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
- Evaluated trends and recommended enhancements to customer service policies, boosting team performance and customer satisfaction scores.
- Supported call center associates by taking on escalated calls, handling complex concerns and achieving customer satisfaction targets.
- Maintained and managed customer files and databases.
- Responded to customer requests for products, services, and company information.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Tracked customer service cases and updated service software with customer information.
- Processed customer service orders promptly to increase customer satisfaction.
Education
Bachelor of Science - Hospitality Administration And Management
Pennsylvania State University
University Park, PA06.2006
Skills
- Report Generation
- Report Preparation
- Report creation
- Order Fulfillment
- Account Management
- Promotional support
- Call center experience
- Mentoring abilities
- System implementation
- Call Center Operations
- Problem-solving abilities
- Microsoft Office Suite
- Technical Support
- Technical Troubleshooting
- Escalation management
- Microsoft Outlook
- Policy Review
- Microsoft PowerPoint
- Data Entry
- Complaint resolution
- Recordkeeping strengths
- Medical terminology knowledge
- Sales expertise
- Complaint Handling
- Project management abilities
- Staff education and training
- Professional telephone demeanor
- Computer Proficiency
- Data Collection
- Strategic sales knowledge
- Document Control
- Quality Control
Timeline
Customer Service Advocate
ActiveHealth Management
04.2012 - 10.2023
Bachelor of Science - Hospitality Administration And Management
Pennsylvania State University
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