NAVOSHA RAYFORD
Olive Branch,MS
Summary
Dedicated and results-driven Customer Service Representative with a proven track record of delivering excellent customer experiences
and driving customer satisfaction. Skilled in handling inquiries, resolving issues, and building strong customer relationships. Proficient in
using customer service software/systems and communication tools.
Overview
9
9
years of professional experience
Work History
Tax Specialist( Independent Contractor )
LSN Financial Services
Cordova, TN
09.2023 - Current
- Maintained thorough and current understanding of applicable tax laws.
- Collaborated with cross-functional teams to ensure seamless communication and coordination on tax-related matters.
- Reviewed financial statements for accuracy and integrity.
- Collected and submitted required tax payments.
- Managed tax submissions and made sure all information complied with regulations.
- Provided clear explanations of complex tax concepts to clients, ensuring they fully understood their responsibilities and obligations.
- Resolved tax disputes by effectively communicating with IRS representatives on behalf of clients.
Senior Customer Service Representative(Remote)
Advantmed
07.2023 - 05.2024
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Developed comprehensive knowledge of company products and services in order to provide accurate information to customers.
- Maintained up-to-date knowledge of industry trends and best practices to consistently deliver top-notch customer service.
Health Plan Advisor (Remote)
Mindlance: Elevance Health BCBS/Contract
10.2022 - 06.2023
- Researched coverage and premium options and supplied clients with best coverage available for individual needs.
- Built loyal and long-lasting customer relationships from day one by providing quality service throughout stages.
- Calculated premiums and established payment methods.
- Fielded inbound calls from customers inquiring about alternative insurance options to generate sales opportunities.
- Analyzed clients' needs and financial situations to customize insurance policies for individual necessity.
- Explained coverage options to potential policyholders, answering questions or concerns.
- Remained current on latest industry trends by gaining comprehensive knowledge of financial and insurance products, services and best practices.
Insurance Agent/ Independent Contractor
Bankers Life, Casualty Insurance
Cordova, TN
03.2021 - 05.2023
- Determined client needs and financial situations by listening and scheduling fact-finding appointments
- Approached potential clients by using direct marketing techniques, including mailings and phone contacts
- Maintained high standards of customer service by building relationships with clients
- Upsold additional products and services after identifying customer needs and requirements
- Met with customers to provide information about viable products and policies
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
Customer Service Care Advocate( Remote)
Continuum Global Solutions/Verizon
Lacey, WA
08.2021 - 10.2022
- Helped large volume of customers everyday with positive attitude and focus on customer satisfaction
- Resolved concerns with products or services to help with retention and drive sales
- Educated clients on account services and resolved clients’ inquiries regarding statement information and account balances
- Coordinated timely response to online customer communication and researched complex issues
- Logged call information and solutions provided into internal database.
Customer Support Specialist(Remote)
Results CX
Winter Haven, FL
09.2018 - 06.2021
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Responded to customer calls and emails to answer questions about products and services.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Implemented effective troubleshooting techniques for faster problem resolution and improved customer satisfaction levels.
Customer Care Associate
Hearthside Foods Solutions
Byhalia, MS
01.2016 - 08.2018
- Analyzed paperwork to verify completeness and eligibility for requested products and services.
- Handled escalated customer concerns, achieving high levels of resolution and satisfaction.
- Fielded inquiries via email, chat and text to offer immediate assistance with customers' needs.
- Communicated with clients regarding account services, statements, and balances.
- Maintained and managed customer files and databases.
Education
Associate of Arts - General Studies
Northwest Mississippi Community College
05.2018
Skills
- Client retention
- Insurance sales strategy
- Client account management
- Policy adjustment knowledge
- Microsoft Office
- Organizational skills
- Problem resolution
- Communication
- Team building
- Email marketing
- Customer follow-up
- Cross-selling and upselling
- Order Fulfillment
- Customer Support
- Data Entry
- Active listening
- CRM Software
- Call center experience
- Money handling abilities
- Scheduling
- Order Processing
Professional Licenses and Certificates
Life Accidental & Health Insurance license
NPN #: 19833188
Timeline
Tax Specialist( Independent Contractor )
LSN Financial Services
09.2023 - Current
Senior Customer Service Representative(Remote)
Advantmed
07.2023 - 05.2024
Health Plan Advisor (Remote)
Mindlance: Elevance Health BCBS/Contract
10.2022 - 06.2023
Customer Service Care Advocate( Remote)
Continuum Global Solutions/Verizon
08.2021 - 10.2022
Insurance Agent/ Independent Contractor
Bankers Life, Casualty Insurance
03.2021 - 05.2023
Customer Support Specialist(Remote)
Results CX
09.2018 - 06.2021
Customer Care Associate
Hearthside Foods Solutions
01.2016 - 08.2018
Associate of Arts - General Studies
Northwest Mississippi Community College