Olivia Woodard
Springfield,SC
Summary
Dedicated Customer Success Representative motivated to maintain customer satisfaction and contribute to company success. Proven ability to establish rapport with customer and highly effective at adapting to change. Reliable and driven, with strong time management and prioritization abilities.
Overview
9
9
years of professional experience
Work History
Customer Success Representative
Nu Journey Marketing And Co.
Springfield, SC
09.2016 - Current
- Serve as the frontline for customer inquiries across multiple channels simultaneously (email, phone, live chat).
- Work through creative solutions to effectively answer customer questions, provide guidance, and resolve issues.
- Work closely with operations, and benefits teams on a day to day basis.
- Help with customer retention, and contribute recommendations for improving products and processes.
- Remain informed on HR topics such as, health benefits, taxes, payroll, and compliance.
- Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
- Handled customer inquiries and suggestions courteously and professionally.
- Influenced product roadmap by advocating for customer needs and providing valuable feedback from the field to internal stakeholders.
- Met customer call guidelines for service levels, handle time and productivity.
- Championed a culture of continuous learning within the Customer Success team, facilitating skills development through workshops, webinars, and other training resources.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
- Managed multiple tasks and met time-sensitive deadlines.
- Played an instrumental role in maintaining a clean work environment by coordinating office maintenance and cleaning schedules.
- Improved appointment scheduling system, reducing wait times and increasing client satisfaction.
- Handled cash transactions and maintained sales and payments records accurately.
- Handled sensitive information discreetly while performing administrative duties such as filing paperwork and processing payments.
- Maintained confidentiality of information regarding clients and company.
- Corresponded with clients through email, telephone, or postal mail.
Caregiver
Nightingale Home Healthcare Inc.
Columbia, SC, United States
09.2015 - 06.2023
- Developed engaging recreational activities tailored to individual interests and abilities, boosting mental stimulation for patients throughout their day-to-day lives.
- Administered medications as prescribed, ensuring accurate dosage and timely administration for maximum efficacy.
- Supported daily hygiene needs of patients by assisting with bathing, dressing, dental care and personal grooming.
- Enhanced patient comfort by providing compassionate and attentive care, addressing individual needs and preferences.
- Assisted patients with self-administered medications.
- Maintained a safe and clean environment for patients, reducing risks and ensuring optimal health outcomes.
- Maintained strong connections within caregiver community to gain continuous knowledge.
- Recorded status and duties completed in logbooks for management.
- Collaborated with healthcare team members to develop personalized care plans for each client, resulting in tailored support and improved wellbeing.
Remote Emergency Roadside Assitance
Agero
United States
06.2022 - 11.2022
- Developed strong relationships with local towing providers, streamlining coordination efforts for faster response times during emergencies.
- Utilized special alignment equipment and wheel-balancing machines to align wheels, axles, frames and steering mechanisms of automobiles.
- Handled sensitive situations professionally, offering compassionate support to distressed drivers while resolving their issues efficiently.
- Investigated customer complaints to identify cause of malfunctions.
Remote Customer Support
Home Depot
United States
02.2020 - 10.2020
- Identified process enhancements to reduce inconsistencies and drive improvements to support ongoing company success.
- Developed internal requirements and standards to minimize regulatory risks and liability across programs.
- Adhered to company policies, procedures and system documentation requirements.
- Managed customer service effectiveness by monitoring performance and assessing metrics.
- Implemented process improvements to automate document management systems, call logs, and invoicing data to enhance department efficiency.
- Elevated customer satisfaction and loyalty by taking ownership of customer issues and following through to resolution.
- Optimized organizational systems for payment collections, AP/AR, deposits, and recordkeeping.
- Reduced escalations by effectively addressing concerns at the first point of contact whenever possible.
- Achieved high levels of customer retention by consistently delivering outstanding support experiences.
- Established positive relationships with clients through proactive communication and attentive listening skills.
- Devised recommendations to streamline and simplify customer support system and improve response time.
Senior Caregiver
Daybreak Adult Care Services
Aiken, SC
05.2018 - 10.2019
- Facilitated social engagement among patients by organizing group activities or outings when appropriate.
- Recorded patients' pulse, blood pressure and respirations (TPRs) to assess and document important health information.
- Documented daily activities and changes in client condition to enable tracking history and maintain accurate records.
- Maintained entire family's schedule and organized events.
Remote Reservation Specialist
Carnival Cruise Lines
United States, United States
02.2017 - 08.2017
- Engaged customers to find amiable and appropriate solutions to transportation issues and conflicts.
- Helped customers make accommodations to fit needs by suggesting different amenities and packages for individual circumstances.
- Provided follow through on all calls with confirmations and dissemination of requested information.
- Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.
Cashier
Walmart
Walterboro, United States
09.2015 - 10.2016
- Processed refunds and exchanges in accordance with company policy.
- Worked with floor team and managers to meet wide range of customer needs.
- Resolved customer complaints professionally, leading to improved customer relations and loyalty.
- Responded promptly to requests for assistance, spills and customer inquiries.
- Managed inventory levels effectively, reducing stock shortages and minimizing wastage.
Education
Associates of Business And Administration - Business And Administration
Southern New Hampshire University
Hooksett, NH05.2026
Clinical Massage Therapy - Biology
Southeastern College
Columbia, SC06.2021
GED -
GED
Beaufort, SC11.2013
Skills
- Exceptional communication skills
- MS Windows proficient
- Strong client relations
- Training development aptitude
- Excellent customer service skills
- Strong multi-tasking skills
- Extremely organized
Timeline
Remote Emergency Roadside Assitance
Agero
06.2022 - 11.2022
Remote Customer Support
Home Depot
02.2020 - 10.2020
Senior Caregiver
Daybreak Adult Care Services
05.2018 - 10.2019
Remote Reservation Specialist
Carnival Cruise Lines
02.2017 - 08.2017
Customer Success Representative
Nu Journey Marketing And Co.
09.2016 - Current
Caregiver
Nightingale Home Healthcare Inc.
09.2015 - 06.2023
Cashier
Walmart
09.2015 - 10.2016
Associates of Business And Administration - Business And Administration
Southern New Hampshire University
Clinical Massage Therapy - Biology
Southeastern College
GED -
GED