Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Marni Rivers

Columbus,GA

Summary

Knowledgeable and dedicated customer service professional with extensive experience. 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 a passion for developing relationships, cultivating partnerships, and growing businesses.

Overview

10
10
years of professional experience

Work History

Customer Service Specialist (Level 3)/IT Support Specialist

Aflac
03.2018 - 12.2023
  • Responded to over 100 customer requests per day for products, services and company information via phone, email, and chat.
  • Completely, and accurately communicating with customers to ensure satisfaction with our company services/products
  • Created help desk tickets, troubleshot and resolved desktop issues.
  • Processing cancellations, additions, deletions, and reinstatement for all forms of billing
  • Reviewing and entering data for accuracy and completeness while maintaining established service/productivity levels and meeting service quality
  • Processing of insurance claims
  • Provided primary customer support to internal and external customers.
  • Maintained and managed customer files and databases.
  • Reinforced established quality control standards and followed procedures for optimal customer interactions.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.

Inventory Specialist

NCR
06.2016 - 03.2018
  • Completed physical inventory counts each day for 80+ tools per day.
  • Developed inventory reports to provide management with comprehensive data on inventory levels.
  • Developed materials to educate staff on proper inventory management techniques.
  • Assisted in processing of new inventory and disposal of outdated items to keep products fresh and up-to-date.
  • Utilized forklift or pallet truck to load, unload, transport and store goods.
  • Partnered with representatives from different carriers to arrange materials shipments.
  • Packed, secured, labeled and applied postage to materials to prepare items for shipment.

Optometry Technician

Victory Vision
01.2014 - 06.2016
  • Tested and processed 20+ patients per day.
  • Fitted and dispensed eyeglasses and contact lens products, verifying fit and prescription accuracy.
  • Assisted optometrist with diagnostic tests such as refraction, contact keratometry and slit lamp examinations.
  • Assisted with dilating patients or using eye medications when directed by optometrist.
  • Instructed patients on contact lens insertion and removal and lens care guidelines.
  • Followed up on unpaid insurance claims, outstanding customer balances and other financial discrepancies.
  • Maintained detailed knowledge of eyeglass frames, contact lens types and eye care solutions.
  • Maintained and updated electronic patient files, complying with HIPAA.
  • Input patient information and exam findings into electronic medical records system to facilitate accurate record-keeping.

Education

High School Diploma -

G.W. CARVER HIGH SCHOOL
Columbus, GA
05.2013

Skills

  • Customer Service and Assistance
  • Computer Proficiency (types 52 wpm)
  • Issue and Complaint Resolution
  • Adaptability
  • Empathy
  • Attentive to Detail
  • Effective Written and Verbal Communication
  • Teamwork
  • Time Management

Accomplishments

  • Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
  • Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
  • Telephone Service - Professionally processed 100+ calls per day, providing information and service to ensure customer satisfaction.
  • Customer Relations - Earned highest marks for customer satisfaction, department-wide.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Successfully submitted fraud alerts for suspicious claim activity, resulting in total saved amount of $14,675
  • Reduced escalated time frame from 48-72 hrs, to 24 hrs, resulting in repairing client relationships.

Timeline

Customer Service Specialist (Level 3)/IT Support Specialist

Aflac
03.2018 - 12.2023

Inventory Specialist

NCR
06.2016 - 03.2018

Optometry Technician

Victory Vision
01.2014 - 06.2016

High School Diploma -

G.W. CARVER HIGH SCHOOL

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Marni Rivers