Natesha Boston-Bennett
Philadelphia,PA
Summary
Hardworking Customer Service Representative Supervisor maintains and enhances customer service by delivering systems and procedures and supervising staff. Communicative and responsible team leader builds productive and positive relationships with employees and customers to improve retention and loyalty. Consistently promotes company values and culture through all interactions.
Overview
11
11
years of professional experience
Work History
Customer Service Representative/General Manager
U-Haul Moving And Storage
08.2019 - Current
- Supervised 8 Customer Service Representative in providing excellent customer service to callers requiring assistance for rental and customer issues.
- Implemented customer service policies and procedures for consistent performance standards.
- Onboarded and trained customer representatives to meet performance and service goals.
- Coached and mentored service representatives to deliver polite, professional customer interactions.
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Evaluated staff performance and provided feedback to improve customer service delivery.
- Managed customer service budgets for cost-effective staff and resource allocation.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
Customer Service Representative
United Healthcare Group
08.2017 - 08.2019
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer requests for products, services, and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Provided primary customer support to internal and external customers.
Patient Service Scheduling Call Center
Mercer Bucks Cardiology At Jefferson
01.2013 - 08.2017
- Responded to customer calls and emails to answer questions about products and services.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Processed debit and credit card and electronic check payments.
- Attended telephone skills and program information training sessions to boost aptitude.
- Boosted customer service satisfaction ratings through consistent quality control.
- Educated customers on company systems, form completion, and access to services.
- Approved and terminated customer contracts upon request.
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Met customer call guidelines for service levels, handle time and productivity.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Education
High School Diploma -
Youthbuild Philly Charter School
Philadelphia, PA08.2012
Skills
- Maintaining Clean Work Areas
- Inventory Accuracy
- Clerical Support
- Tech Support
- Customer Service and Assistance
- Customer Loyalty
- Employee Performance Reviews
- Timekeeping Administration
- Closing Procedures
- Financial Transactions
- Health and Safety Regulations
- Microsoft Office
Timeline
Customer Service Representative/General Manager
U-Haul Moving And Storage
08.2019 - Current
Customer Service Representative
United Healthcare Group
08.2017 - 08.2019
Patient Service Scheduling Call Center
Mercer Bucks Cardiology At Jefferson
01.2013 - 08.2017
High School Diploma -
Youthbuild Philly Charter School
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