Octavia Evans
Baldwinsville,NY
Summary
Committed and motivated professional with customer service and decision making experience. Strong ethics, professional demeanor, and great initiative. Forward-thinking with proven history of leadership, planning and problem solving. Adept collaboration with team to accomplish demanding objectives, motivate staff and organize resources. Systematic understanding of maintaining coverage for all operational needs.
Overview
3
3
years of professional experience
Work History
Customer Care Advocate
Excellus BCBS of CNY
Syracuse, NY
01.2026 - Current
- Resolved customer inquiries efficiently, ensuring satisfaction and adherence to service standards.
- Analyzed customer feedback to identify trends and recommend improvements in services.
- Collaborated with cross-functional teams to enhance product knowledge and support.
- Built rapport with customers through personalized interactions, increasing their trust in the company''s products or services.
- Leveraged strong listening skills to identify customer needs and recommend appropriate solutions or alternatives.
- Maintained detailed records of each interaction, ensuring accurate documentation for future reference or follow-up purposes.
- Collaborated with team members to achieve shared goals in improving overall customer experience.
- Provided timely feedback to management regarding potential areas of improvement within the department or organization as a whole.
- Streamlined communication channels for quicker problem-solving and increased customer loyalty.
- Educated customers on product features, benefits, and usage, resulting in higher user satisfaction.
Customer Service Representative
Ben Weitsman of Syracuse
Syracuse, NY
06.2024 - 11.2025
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Educated customers on special pricing opportunities and company offerings.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Resolved customer inquiries through effective communication and problem-solving strategies.
- Processed returns and exchanges, ensuring compliance with company policies.
Dispatcher
NewGen Logistics
Syracuse, NY
01.2023 - 09.2024
- Managed communication between drivers and clients to ensure timely updates on shipments.
- Implemented tracking systems to monitor vehicle locations and enhance delivery accuracy.
- Analyzed logistics processes to identify areas for cost reduction and performance enhancement.
- Developed relationships with carriers to negotiate favorable rates and service agreements.
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
- Promoted teamwork among colleagues by proactively assisting others when needed.
- Maintained updated and detailed records of calls in physical and electronic database.
Assistant Manager
Ben Weitsman of Syracuse
Syracuse, NY
11.2022 - 01.2023
- Delegated daily tasks to team members to optimize group productivity.
- Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership.
- Directed and led employees, supervising activities to drive productivity and efficiency.
- Enforced company policies and procedures to strengthen operational standards across departments.
- Organized schedules, workflows and shift coverage to meet expected business demands.
- Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
- Implemented training processes for newly hired employees and supervised department managers, shift leads and production personnel.
- Oversaw daily operations, maintenance and administration of various properties.
- Implemented training programs for new staff, fostering knowledge retention and skills development.
- Led team in optimizing operational workflows, enhancing process efficiency and employee productivity.
- Coordinated inventory management processes, ensuring accurate stock levels and timely replenishment.
- Developed standard operating procedures, improving consistency and compliance across departments.
- Managed client relations to ensure satisfaction, addressing concerns promptly and effectively resolving issues.
- Supervised day-to-day operations to meet performance, quality and service expectations.
Education
GED -
HIGH SCHOOL DIPLOMA -
Bryant Stratton College
Skills
- Problem Resolution
- Employee Coaching and Motivation
- Administration and Reporting
- Technical Proficiency
- Verbal and Written Communication
- Project Planning
- Teamwork and Collaboration
- Team Leadership
- Hiring and Training
- Employee Development
- Multitasking and Prioritization
- Customer Account Management
- Issue and Complaint Resolution
- Creative Problem Solving
- Goal Setting
- Product and Service Knowledge
Timeline
Customer Care Advocate
Excellus BCBS of CNY
01.2026 - Current
Customer Service Representative
Ben Weitsman of Syracuse
06.2024 - 11.2025
Dispatcher
NewGen Logistics
01.2023 - 09.2024
Assistant Manager
Ben Weitsman of Syracuse
11.2022 - 01.2023
GED -
HIGH SCHOOL DIPLOMA -
Bryant Stratton College