Octavia Nero
Jacksonville,FL
Summary
Experienced Customer Service Representative with over 5 years in diverse industries. Demonstrated ability to resolve inquiries and issues efficiently while utilizing strong communication, active listening, and problem-solving skills. Skilled in Microsoft Office Suite, SAP, CRM, Salesforce, troubleshooting ready to enhance customer satisfaction in a Customer Service Rep role.
Overview
12
12
years of professional experience
Work History
Customer Service Rep
World Travel Holdings
Work from home
11.2024 - 03.2026
- Proactively exceeded customer needs by using active listening skills to understand and recommend suitable solutions.
- Efficiently handled customer inquiries and resolved issues, providing comprehensive travel-related assistance.
- Followed up with customers via phone or email to ensure timely resolutions.
- Educated customers on travel policies, payment options, and cancellation procedures.
- Maintained detailed records of customer interactions and transactions to support continuous service improvement.
- Achieved daily and weekly performance goals by maintaining consistent productivity.
Member Service Representative
Alight Retiree Health Solutions (Seasonal)
Work from home
09.2024 - 11.2024
- Strengthened member relationships by delivering tailored service during each interaction.
- Researched member inquiries and resolved issues promptly within established service level agreements (SLAs).
- Maintained current knowledge of plans, Medicare coordination of benefits, and group health plan structures to offer accurate guidance.
- Educate customers on products such as eligible IRS expenses, Health Savings Accounts (HSA) investment and pricing options, Flexible Spending Accounts (FSA)
- Maintained up-to-date knowledge of healthcare regulations and policies.
- Absorb general knowledge of the Medicare healthcare industry, prescription drug plan, vision, and dental enrollments to ensure effectiveness when engaging and educating our customers/members
Senior Service Representative
Whirlpool Corporation
Work from home , SC
06.2023 - 02.2024
- Managed 50-60 customer interactions daily, consistently achieving performance metrics.
- Delivered exceptional customer service, verifying accounts and maintaining clear communication across phone, email, and chat platforms.
- Verified customer accounts with SAP software, ensuring accuracy of information.
- Utilized tools and troubleshooting processes to determine customers' issues and scheduled visits.
- Documented and escalated customer complaints, collaborating with external parties for effective resolution.
Customer Service Representative
Pure Talk
Work from home, SC
03.2022 - 02.2023
- Resolved customer inquiries and issues, ensuring professional interactions and accurate documentation of complaints.
- Managed customer accounts and processed service changes promptly to enhance service delivery and support customer needs.
- Managed sales orders and maintained accounts by updating personal information and processing bill payments to ensure accuracy and customer satisfaction.
- Acquired and maintained in-depth knowledge of products, promotions, and service plans to assist customers effectively. to identify upsell opportunities.
- Guided customers over the phone by providing step-by-step directions for troubleshooting technical issues. for technical and troubleshooting issues.
Customer Service Representative
EOS USA
Sumter, SC
05.2021 - 01.2022
- Managed 70-80 daily inbound and outbound calls to ensure customer satisfaction and resolve inquiries.
- Processed payments using various methods and maintained detailed customer account information, consistently meeting key performance metrics.
- Demonstrated commitment to customer satisfaction through proactive service.
- Proactively identified and addressed customer's needs to enhance service experience.
- Negotiated payment arrangements with customers to facilitate collection of past-due balances and maintain account status.
Customer Service Representative
Sykes Enterprises with Capital One
Sumter, SC
02.2019 - 09.2020
- Managed high volume of inbound calls in fast-paced environment, ensuring timely resolution of customer inquiries.
- Increased customer engagement by enrolling clients in online banking services and conducting outreach to enhance customer experience.
- Performed detailed account maintenance and updates while ensuring confidentiality protocols were followed.
Sales Associate
Walmart
Sumter, SC
08.2018 - 01.2019
- Provided attentive support and maintained friendly demeanor to enhance customer satisfaction and create welcoming atmosphere for diverse clientele.
- Processed 50+ transactions per shift with focus on efficiency and accuracy, enhancing overall customer experience.
- Assisted customers with product selection and inquiries.
- Maintained organized merchandise displays throughout the store.
- Operated point-of-sale systems for transactions and returns.
Crew Member
Bojangles
Turbeville, SC
05.2014 - 10.2017
- Ensured adherence to food preparation standards, contributing to high customer satisfaction and safety compliance.
- Facilitated smooth shift transitions by restocking supplies and maintaining cleanliness in workspace.
- Mentored new team members in order handling and operational procedures, improving overall team effectiveness.
Education
Associate in Science - Medical Administrative Assistant
Ultimate Medical Academy
Clearwater, FLHigh School Diploma - Diploma
Crestwood High
Sumter, SCSkills
- Communication
- Active Listening
- Problem-Solving
- Conflict Resolution
- Phone Etiquette
- Attention to Detail
- Data entry
- Computer Literacy
- Microsoft Office
- Sales Strategies
- HIPAA
- Communication Skills
Timeline
Customer Service Rep
World Travel Holdings
11.2024 - 03.2026
Member Service Representative
Alight Retiree Health Solutions (Seasonal)
09.2024 - 11.2024
Senior Service Representative
Whirlpool Corporation
06.2023 - 02.2024
Customer Service Representative
Pure Talk
03.2022 - 02.2023
Customer Service Representative
EOS USA
05.2021 - 01.2022
Customer Service Representative
Sykes Enterprises with Capital One
02.2019 - 09.2020
Sales Associate
Walmart
08.2018 - 01.2019
Crew Member
Bojangles
05.2014 - 10.2017
Associate in Science - Medical Administrative Assistant
Ultimate Medical Academy
High School Diploma - Diploma
Crestwood High