Nona Burnett
Kansas City,MT
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
26
26
years of professional experience
Work History
Customer Service Representative
Department For Medicaid Services
11.2022 - 02.2024
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly, and escalated major issues to supervisor
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Managed difficult conversations with compassion and professionalism, helping de-escalate tense situations while maintaining focus on finding resolutions.
- Maintained accurate records of customer interactions, ensuring proper documentation within the company's database
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient privacy.
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
Senior Customer Service Representative
Wayfair
06.2021 - 12.2022
- Worked collaboratively across disciplines to meet customers' needs and build effective solutions
- Investigated service and product issues and documented resolution to improve team knowledge base
- Coordinated resolutions for advanced customer problems and implemented actions to maintain customer loyalty and correct both singular and repetitive issues
- Determined best approach and communicated solutions diplomatically to defuse potential escalations
- Assisted with product returns, damaged items and warranty claims
- Met performance goals established by management
- Asked questions and listened actively to identify and document information in CRM system
- Supported data security and confidentiality by adhering to company verification standards
- Handled inbound and outbound communications from customers
- Researched and followed up on customer requests.
Customer Service Representative
Harris Quality Care Service
02.2015 - 02.2018
- Provided excellent customer service by assisting clients with any help they may need
- Booked appointments, appointed employees to certain clients, and sometimes visited or called clients to check on them and assist with any help needed
- Compiled information for each appointment and prepared organized files
- Maintained an orderly reception area to greet patients
- Triaged and routed phone calls, took messages, and followed up to verify receipt of critical information.
Customer Service Associate
All Good Lawn Care
09.2002 - 11.2003
- Received incoming calls and made calls to clients, booking appointments for the client as well as workers
- Handled all other important details such as assisting customers and upselling services if needed.
Sales Associate
Rainbow
03.1998 - 09.2000
- Assisted customers with finding items, stocking inventory, and putting them on racks
- Also worked as a cashier.
Education
High School Diploma -
Winnetonka
Kansas City, MO05.2002
Real Estate Agent -
Real Estate Express
Kansas City, MOLife Insurance -
Xcel Solutions
Kansas City, MOSkills
- Build Rapport and show empathy towards clients to resolve their issues
- Customer service
- Quality assurance
- Inbound and outbound calling
- Order processing
- Account updating
- Problem-solving abilities
- Critical Thinking
- Data entry
- Complaint resolution
- Customer satisfaction measurement
- Professional telephone demeanor
- Microsoft Office Suite
- Deescalation Techniques
- Building rapport
References
- Michaela Berchsister, (816) 301-9765, Harris Quality Care
- John Scott, (816) 799-1904, Its All Good Lawn care
- Veronica Coleman, (816) 984-0723, Harrisi Quality Care
Hobbies and Interests
My hobbies and interest include reading novels, writing poetry, interior design and real estate. I'm interested in fashion, exploring different cultures and anything cooking. I also love helping the elderly and animals.
Timeline
Customer Service Representative
Department For Medicaid Services
11.2022 - 02.2024
Senior Customer Service Representative
Wayfair
06.2021 - 12.2022
Customer Service Representative
Harris Quality Care Service
02.2015 - 02.2018
Customer Service Associate
All Good Lawn Care
09.2002 - 11.2003
Sales Associate
Rainbow
03.1998 - 09.2000
High School Diploma -
Winnetonka
Real Estate Agent -
Real Estate Express
Life Insurance -
Xcel Solutions
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