Summary
Overview
Work History
Education
Skills
Timeline
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Octayvia Needam

Client Services
Atlanta,GA

Summary

Collaborative leader with dedication to partnering within cohesive environments to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.

Overview

5
5
years of professional experience
2
2
Languages

Work History

Customer Service Representative

Fiserv
06.2021 - 12.2023
  • Met or exceeded call speeds, accuracy and volume benchmarks on consistent basis
  • Supported company and clients, including addressing inquiries, resolving issues and managing customer relations
  • Answer calls and customers questions, and provide them information about their account
  • Documented conversations with customers to track requests, problems and solutions
  • Responded to phone, ticketing system questions and concerns, resolving over issues
  • Increased efficiency and team productivity by promoting operational best practices.
  • Support and assist Account Executive on client product and support inquiries.
  • Developed customer service policies and procedures to meet and exceed industry service standards.
  • Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
  • Tracked customer service cases and updated service software with customer information.
  • Trained new personnel regarding company operations, policies and services.
  • Met Service guidelines for service levels, handle time and productivity.

Customer Service Representative

Olight
12.2019 - 05.2021
  • Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
  • Monitored metrics and developed actionable insights to improve efficiency and performance.
  • Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
  • Created customer support strategies to increase customer retention.
  • Monitored customer progress and addressed customer inquiries with timely and accurate updates.
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.
  • Collaborated with sales and product teams to address customer success objectives.

Remote OP Claims Editor

Altegra Health
08.2018 - 10.2019
  • Developed and cultivated lucrative relationships with both new and existing clients through effective communication and exemplary interpersonal skills.
  • Developed loyalty programs to reward and maintain customer retention.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Participated in industry events and trade shows to promote products and services.
  • Created and managed financial models to evaluate corporate investments and acquisitions.
  • Collaborated with C-level executives and stakeholders to develop long-term financial plans.
  • Complied with established internal controls and policies.
  • Checked payroll, vendor payments, commissions and other accounting disbursements for accuracy and compliance.
  • Analyzed business processes to identify cost savings and operational efficiencies.
  • Reviewed historical records, current operational data and forecasting information to identify and capitalize on system enhancement opportunities.

Education

High School Diploma - Early Childhood Development

Dover High School
05.2018

Skills

    Customer Account Management

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Timeline

Customer Service Representative

Fiserv
06.2021 - 12.2023

Customer Service Representative

Olight
12.2019 - 05.2021

Remote OP Claims Editor

Altegra Health
08.2018 - 10.2019

High School Diploma - Early Childhood Development

Dover High School

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Octayvia NeedamClient Services