Ny'Emia Clary
Clarksville
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Ar Blue Cross Blue Shield
07.2021 - Current
- Made appropriate account corrections to resolve customer problems.
- Navigated multiple computer systems and applications and utilized search tools to find information.
- Resolved customer inquiries efficiently, utilizing problem-solving skills to enhance satisfaction.
- Managed complex claims processes, ensuring accuracy and adherence to company policies.
- Collaborated with cross-functional teams to streamline operations and improve response times.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Participated in training programs to enhance product knowledge and customer service skills.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Resolved patient inquiries efficiently, ensuring timely access to healthcare services.
- Educated patients on insurance benefits and coverage options, enhancing understanding of available resources.
- Collaborated with healthcare providers to address patient concerns, improving overall satisfaction ratings.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
- Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Developed strong relationships with clients by providing empathetic support and understanding during challenging health situations.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Facilitated smooth communication between patients, insurance companies, and medical staff for seamless coordination of care.
- Expedited service times with effective triage of incoming calls, directing patients to the correct department or resource.
- Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.
- Collaborated with internal departments to resolve complex claims inquiries.
- Educated clients on coverage options and claims processes to enhance understanding.
- Followed up with customers on unresolved issues.
- Improved customer satisfaction by providing timely and accurate information on claim status and resolution.
- Developed strong relationships with clients, facilitating trust and open communication during the claims process.
- Collaborated with cross-functional teams to expedite complex claims investigations and resolutions.
- Provided exceptional customer service, addressing concerns and resolving issues promptly.
- Streamlined data entry processes, improving efficiency in claim file management.
- Reduced claim resolution times with thorough documentation and timely follow-up.
- Generated, posted and attached information to claim files.
- Made contact with insurance carriers to discuss policies and individual patient benefits.
- Maintained confidentiality of patient finances, records, and health statuses.
- Checked documentation for accuracy and validity on updated systems.
Customer Service Representative
FIS
05.2020 - 07.2021
- Assist customers with questions & concerns regarding auto loans & commercial loans.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Addressed customers courteously using suitable methods and problem-solving skills.
- Provided account information to customers and explained bill service policies and customer rights.
- Complied with corporate and regulatory policies regarding information confidentiality and privacy.
- Read from scripts to promote uniformity and consistency in communications.
- Worked effectively in fast-paced environments.
- Excellent communication skills, both verbal and written.
- Worked flexible hours across night, weekend, and holiday shifts.
- Maintained accurate records of loan files and client information in databases.
- Reviewed loan documents for completeness and compliance with regulatory standards.
- Answered inquiries and provided superior customer service to clients.
- Reduced processing time by maintaining an organized system for tracking outstanding documents and followups.
Customer Service Representative
At&T Call
08.2018 - 05.2020
- Utilized automated systems to log and retrieve call information.
- Made appropriate account corrections to resolve customer problems.
- Used job-related software to complete contract forms, prepare change of address records or issue service discontinuance orders.
- Processed customer adjustments to maintain financial accounts.
- Determined charges for services requested and arranged for billing.
- Responded to customer requests for products, services, and company information.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Improved resolution time with effective problem-solving for customer complaints.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Promptly responded to inquiries and requests from prospective customers.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Investigated and resolved accounting, service and delivery concerns.
Preschool Teacher
UAMS Headstart
10.2017 - 08.2018
- Modeled behavioral and social skills to help students learn, respect and enforce proper boundaries.
- Discussed individual students’ needs and progress.
- Attended staff meetings and served on committees as required.
- Observed and evaluated children’s performance, behavior, social development and physical health.
- Provided disabled students with assistive devices, supportive technology and assistance accessing facilities, such as restrooms.
Supervisor
UPS
06.2012 - 08.2018
- Set performance goals for staff members and helped teams meet important deadlines.
- Implemented process improvements that optimized workflow and reduced operational delays.
- Conducted performance evaluations, providing constructive feedback to enhance team effectiveness.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Implemented safety protocols to minimize workplace accidents and maintain compliance with industry standards.
- Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
- Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
- Identified operational inefficiencies and implemented corrective measures to increase effectiveness.
- Implemented rewards and recognition program that significantly increased employee engagement and satisfaction.
- Increased customer retention rates by implementing customer feedback into actionable improvements.
- Maintained high safety standards to ensure secure workplace for all employees and visitors.
- Managed diverse team, promoting inclusive work environment that leveraged individual strengths.
- Optimized scheduling to ensure full coverage during peak hours without overstaffing, balancing customer service with cost efficiency.
- Facilitated seamless communication between departments, ensuring that all teams were aligned with company goals.
- Conducted thorough employee evaluations to identify areas for growth and development, leading to more skilled workforce.
- Pioneered adoption of new technologies that streamlined tasks and enhanced productivity across team.
- Enhanced operational workflow, identifying and eliminating bottlenecks in daily procedures.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Collected, arranged, and input information into database system.
- Educated staff on organizational mission and goals to help employees achieve success.
- Conducted regular reviews of operations and identified areas for improvement.
- Generated reports detailing findings and recommendations.
- Frequently inspected production area to verify proper equipment operation.
- Recommended employees for promotion and performed corrective actions to reduce misconduct.
- Delegated tasks to team members according to individual strengths.
- Taught company procedures to new employees and increased progress by identifying areas of weakness.
- Supervised daily operations, ensuring compliance with safety regulations and operational standards.
- Trained and mentored team members to enhance productivity and efficiency in package handling processes.
- Monitored timekeeping systems to ensure accurate employee attendance and payroll processing.
- Coordinated schedule adjustments to optimize workforce efficiency and minimize downtime.
- Conducted regular audits of timekeeping records to identify discrepancies and resolve issues promptly.
- Trained staff on proper usage of timekeeping tools, promoting consistency across departments and teams.
- Implemented regular reviews of timekeeping processes to identify opportunities for further optimization and increased accuracy in reporting employee work hours.
- Maintained strict confidentiality regarding sensitive employee information, upholding organizational privacy standards and fostering a trusting work environment.
- Created customized reports detailing workforce metrics such as attendance rates, tardiness incidents, and average shift lengths for informed decision-making processes among management staff members.
- Enhanced payroll efficiency with meticulous record-keeping and accurate timesheet submissions.
- Maintained up-to-date records of employee attendance, leave balances, and overtime accruals for accurate reporting purposes.
- Collaborated with management to address timekeeping issues, resulting in improved workforce planning strategies.
- Acted as a point-of-contact for employees experiencing difficulties or discrepancies related to their recorded work hours or schedules.
- Operated valves and gates as needed for optimal flow control within the distribution network, minimizing service disruptions.
- Collaborated with IT departments to ensure seamless integration of control systems with enterprise software, enhancing data flow and reporting capabilities.
- Implemented quality control procedures for incoming shipments, resulting in reduced product returns due to damage or defects.
- Collaborated with cross-functional teams to develop and implement quality control plans, ensuring product consistency.
- Implemented continuous improvement initiatives that resulted in streamlined workflows for increased productivity within the team.
- Implemented statistical quality control measures, ensuring product consistency and reducing production errors significantly.
- Introduced new technologies into the workflow that increased efficiency through automation and data-driven decision making.
- Optimized workflow processes for increased productivity during peak hours, minimizing wait times for customers.
Developmental Therapist Assistant
Milestones Faulkner County Day School
01.2015 - 07.2017
- Adapted and individualized specialized interventions to meet client needs.
- Responded calmly and rationally to crisis or walk-in situations.
- Leveraged knowledge of behaviorally and psychologically expressed stress reactions and addressed accordingly.
- Assisted clients in resolving interpersonal or family issues.
- Maintained confidentiality according to established policies and regulatory agency requirements.
- Developed individualized therapeutic plans to enhance cognitive and social skills in children.
- Collaborated with interdisciplinary teams to evaluate student progress and adjust interventions.
- Implemented evidence-based strategies to promote communication and behavioral development.
- Trained and mentored new staff on best practices for developmental therapy techniques.
- Conducted assessments to identify developmental delays and inform necessary support services.
- Monitored data collection processes to ensure accurate tracking of student outcomes and program effectiveness.
- Attended team and content meetings to plan for student needs.
- Conducted thorough developmental assessments using standardized tools, providing valuable insights to inform treatment planning.
- Developed strong rapport with clients and families, fostering trust and open communication during the therapeutic process.
- Developed and implemented Individual education plans to promote students' educational, physical and social development.
Education
Associate Of Science - Business
Pulaski Technical College
05.2017
Associate Of Applied Science - Early Childhood Development
Pulaski Technical College
North Little Rock, Ar05.2017
Diploma - undefined
Warren High School
05.2010
Skills
- Customer Account Management
- Data Entry and Maintenance
- Efficient and Detail-Oriented
- Active listening
- Critical thinking
- Problem resolution
- Customer service
- Microsoft outlook
- Call center experience
- Computer proficiency
- Conflict resolution
- Customer satisfaction measurement
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- 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 80+ calls per day, providing information and service to ensure customer satisfaction.
Timeline
Customer Service Representative
Ar Blue Cross Blue Shield
07.2021 - Current
Customer Service Representative
FIS
05.2020 - 07.2021
Customer Service Representative
At&T Call
08.2018 - 05.2020
Preschool Teacher
UAMS Headstart
10.2017 - 08.2018
Developmental Therapist Assistant
Milestones Faulkner County Day School
01.2015 - 07.2017
Supervisor
UPS
06.2012 - 08.2018
Associate Of Applied Science - Early Childhood Development
Pulaski Technical College
Diploma - undefined
Warren High School
Associate Of Science - Business
Pulaski Technical College