Markena Rogers
Greenville,MS
Summary
Dynamic Customer Care Representative with a proven track record at Sagility, excelling in problem resolution and relationship building. Enhanced customer satisfaction through effective communication and streamlined processes, achieving improved response times. Skilled in data entry and adept at multitasking, consistently delivering exceptional service and fostering a positive customer experience.
Experienced with resolving customer inquiries effectively. Utilizes communication and empathy to build rapport and ensure satisfaction. Knowledge of troubleshooting and issue resolution.
Overview
11
11
years of professional experience
Work History
Outbound Call Center Representative
CVS Healthcare
Sanborn, MN
01.2016 - 11.2016
- Handled inbound and outbound calls, addressing customer inquiries and providing accurate information.
- Delivered exceptional customer service through effective communication and active listening skills.
- Utilized CRM software to track interactions and optimize communication strategies effectively.
- Trained new representatives on best practices for effective patient engagement and call handling techniques.
- Utilized CRM software to document interactions and track customer issues for timely resolution.
- Demonstrated adaptability in navigating various CRM systems efficiently to optimize data entry accuracy and retrieval speed during calls.
- Reduced average call handling time without sacrificing quality through efficient use of resources and multitasking abilities.
- Acted as a brand ambassador, representing the company professionally and positively during all customer interactions.
- Supported the launch of new products or promotions by effectively communicating features and benefits during calls with potential customers.
- Explained product prices and packages as well as answered questions and addressed concerns of customers.
- Provided information about available products and services, membership details, and purchase advantages.
- Negotiated pricing and payment terms with customers when possible to close deals.
- Collaborated with team members to streamline processes and improve call handling efficiency.
- Mentored new representatives in best practices for customer engagement and system usage.
- Negotiated pricing terms with customers to facilitate sales transactions. and payment terms with customers when possible to close deals.
- Managed high-volume outbound calls to educate patients on medication adherence.
- Developed and maintained strong relationships with healthcare providers to ensure seamless patient support.
Customer Care Representative
Sagility
El Paso, TX
11.2023 - 01.2024
- Provided exceptional customer support through various communication channels, enhancing customer satisfaction.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Resolved complex inquiries by leveraging product knowledge and company policies effectively.
- Managed customer accounts, ensuring accurate information and timely updates.
- Collaborated with team members to streamline processes, improving response times for customer queries.
- Trained new hires on best practices for customer engagement and system usage, fostering a knowledgeable workforce.
- Participated in ongoing training sessions to enhance skills and stay current on industry best practices.
- Maintained a positive attitude while managing shifting priorities and unexpected challenges.
- Enhanced customer satisfaction by providing timely solutions and support for product-related issues.
Inbound Customer Service Representative
Sitel
Jackson, MS
08.2019 - 03.2023
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Enhanced customer satisfaction by addressing and resolving inbound calls and inquiries in a timely manner.
- Resolved complaints to satisfy customers and encourage future transactions.
- Improved first-call resolution rates by efficiently managing customer issues and complaints.
- Handled incoming phone inquiries with friendly greeting to create positive inbound calling experience for customers.
- Provided product information and troubleshooting support to enhance customer satisfaction.
- Increased efficiency of call handling by utilizing available resources such as scripts, FAQs, or knowledge base articles when assisting customers.
- Collaborated with team members to streamline response processes and improve service quality.
- Analyzed feedback trends to identify areas for service improvement and implement solutions.
- Ensured compliance with company policies while delivering exceptional service experiences.
- Upheld data security standards while documenting customer interactions within the company's CRM system, ensuring accuracy and confidentiality.
- Achieved personal performance goals consistently throughout tenure as an Inbound Customer Service Representative.
- Managed high-volume incoming calls while maintaining professionalism and empathy.
- Resolved customer inquiries through effective communication using CRM software.
- Managed high-volume calls while ensuring adherence to quality standards.
Customer Support Specialist
McKesson
Olive Branch, MS
05.2018 - 01.2020
- Resolved customer inquiries through various channels, ensuring timely and accurate responses.
- Enhanced client satisfaction by resolving complex issues through in-depth troubleshooting and effective communication.
- Implemented process improvements that streamlined support workflows and reduced response times.
- Collaborated with cross-functional teams to enhance service delivery and improve customer satisfaction.
- Trained new staff on best practices for handling complex customer issues effectively.
- Led project to integrate chat support, offering customers additional, convenient contact channel.
- Analyzed customer feedback trends to identify opportunities for service enhancements.
- Collaborated with product team to communicate customer needs, leading to enhancements that increased user satisfaction.
- Delivered exceptional customer service through effective communication and problem-solving skills.
- Collaborated with cross-functional teams to resolve complex customer inquiries efficiently.
- Utilized CRM software to track customer interactions and ensure follow-up on unresolved issues.
Customer Service Representative
Teleperformance USA
Salt Lake City, UT
08.2018 - 08.2019
- Led initiatives to reduce response times, resulting in improved service delivery outcomes.
- Implemented feedback mechanisms to gather customer insights for continuous service improvement.
- Analyzed customer interactions to identify trends and develop strategies for enhancement.
- Mentored junior representatives, fostering a positive work environment and knowledge sharing.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Managed high-volume calls while maintaining quality service standards.
Customer Service Representative
Connexion Point
Sandy, UT
06.2013 - 08.2019
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Managed high-volume call traffic while maintaining quality service standards.
- Collaborated with team members to streamline processes and improve customer satisfaction ratings.
- Trained new staff on company protocols, enhancing team performance and efficiency.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Cross-trained team members to ensure operational support.
Education
GED -
Leland High School
Leland, MSBachelor of Science - Bachelor of Science in Business Administration
Colorado Technical University
Colorado Springs04-2028
Skills
- Customer service
- Inbound customer service
- Data entry
- Call center experience
- Relationship building
- Complaint handling
- Problem resolution
- Payment processing
- Customer relations
- Appointment scheduling
- Documentation and reporting
- Multitasking and organization
Timeline
Customer Care Representative
Sagility
11.2023 - 01.2024
Inbound Customer Service Representative
Sitel
08.2019 - 03.2023
Customer Service Representative
Teleperformance USA
08.2018 - 08.2019
Customer Support Specialist
McKesson
05.2018 - 01.2020
Outbound Call Center Representative
CVS Healthcare
01.2016 - 11.2016
Customer Service Representative
Connexion Point
06.2013 - 08.2019
GED -
Leland High School
Bachelor of Science - Bachelor of Science in Business Administration
Colorado Technical University