Nadine Mari
Staten Island,NY
Summary
Knowledgeable and dedicated customer service professional with extensive experience in CRM+Vector+Avaya industry. 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 exemplary passion for developing relationships, cultivating partnerships and growing businesses. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
2
2
years of professional experience
Work History
311 Operator Customer Care Rep
Continuum call center
01.2023 - Current
- Researched resolutions, contacted necessary departments and responded to customer by phone, mail or fax as follow-up.
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Surpassed quality target by working through scripted response plans and applying personal knowledge base to resolve concerns.
- Prepared customer reports by gathering data collected during customer interactions.
- Audited customer account information to identify issues and develop solutions.
- Promptly responded to customer inquiries and resolved complaints to promote loyalty.
- Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Ezpass /Customer Service Representative
Conduent Call Center
01.2022 - 12.2022
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Developed strong customer relationships to encourage repeat business.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Consulted with customers to resolve service and billing issues.
- Set up and activated customer accounts.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
Data Entry Clerk
Am Pm Medical PC
07.2021 - 01.2022
- Collected and organized information for entry, prioritizing entries to increase efficiency.
- Input client information into spreadsheets and company database to provide leaders with quick access to essential client data.
- Maintained database by entering new and updated customer and account information.
- Remained focused for lengthy periods to accurately perform work with adequate speed.
- Exceeded quality goals to support team productivity.
- Detected flaws in customer and account data, resolving issues and communicating with supervisors.
- Transferred completed work for review and approval.
Education
GED -
Brooklyn Learning Arts
Brooklyn05.2009
Skills
- Customer Account Management
- Efficient and Detail-Oriented
- Data Entry and Maintenance
- Customer Service
- Call Center Operations
- Adaptive Team Player
- Multitasking and Prioritization
- Pharmacy Operations Support
- Prescription Filling
- Cash Handling
- Calm and Professional Under Pressure
- Call Documentation
- Courteous with Strong Service Mindset
- Understanding Customer Needs
- Inbound and Outbound Calling
- High-Energy Attitude
- Upbeat and Positive Personality
- Answering and Routing Calls
- Resolving Customer Issues
- Building Customer Trust and Loyalty
- Payment Processing
- Labeling Prescriptions
- Ordering and Stocking Medications
Timeline
311 Operator Customer Care Rep
Continuum call center
01.2023 - Current
Ezpass /Customer Service Representative
Conduent Call Center
01.2022 - 12.2022
Data Entry Clerk
Am Pm Medical PC
07.2021 - 01.2022
GED -
Brooklyn Learning Arts
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