Paris Boykin
Nashville,TN
Summary
Experienced customer service representative with over five years of experience in SAP, POS ,CRM systems, customer adjustments, and escalations. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Humana
02.2022 - 07.2024
- Responded to customer requests for products, services, and company information.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Built positive rapport and relationships for high levels of customer satisfaction.
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Documented and detailed calls and complaints using call center's CRM database.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Educated customers about billing, payment processing and support policies and procedures.
- Maintained up-to-date knowledge of product and service changes.
- Created and maintained detailed database to develop promotional sales.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Senior sales associate, Lead Cashier
Mapco
02.2019 - 07.2022
- Perform daily transactions of $15,000+ while upselling to meet daily revenue targets and increase average order value (AOV)
- Assist in training 10-12 cashiers and new hires on Point-Of-Sale (POS) and other workforce management systems
- Build a rapport with regular customers and maintain effective, professional relationships with store employees and vendors
- Consult with leadership for assigned dining room station, opening side work, and closing side work daily duties
- Follow all company standards regarding paperwork, time management, cash management and loss prevention, and revenue
- Provides a safe working environment per OSHA standards and maintains a clean and organized accident-free work area
- Follow all company standards regarding paperwork, ordering supplies, labor laws, cash management and loss prevention, and revenue
- Review, audit, and electronically scan sensitive documents using specialized handling instructions
- Serve as point of contact and provide knowledge base articles to educate customers on technical account management, rewards status, and claim statuses related to what the customer buys.
- Monitored sales processes to identify areas in need of improvement and implemented systems to rectify issues.
- Trained, coached, and mentored new sales associates for maximum performance.
- Operated POS cash register and equipment to collect payments.
Sales Ambassador
SeaWorld
03.2016 - 02.2018
- Greet incoming customers entering the store and thank exit customers for shopping with the company
- Calmly manage and resolve customer situations during shopping and checkout, including disorderly customers, and medical emergencies
- Audit customer receipts and items in the cart to mitigate theft and unauthorized removal of store products that have not been scanned
- To complete paperwork and detailed reports regarding incidents and/or discrepancies to management and leadership, communicate in writing
- Ensures cleanliness of the store's interior, exterior, restrooms, and all common areas that customers occupy
- Supervises loading and off-loading of store deliveries and ensures access to entrances for personnel
- Maintained thorough knowledge of products, sales, promotions, and holiday discounts to provide customers with accurate responses.
- Organized and stocked merchandise to keep necessary levels for sales demand.
- Maintained accurate records of promotional events and customer interactions.
Education
Associate of Science - Health Management And Clinical Assistance
Nashville State Community College
Nashville, TN02.2029
High school diploma - undefined
Evans high school
05.2015
Skills
- Remote Office Availability
- Customer Service
- Information Security
- Data Entry
- Complaint resolution
- Data Collection
- POS systems expert
- Customer Relations
- [Software] CRM system proficiency
- Microsoft Outlook
- De-Escalation Techniques
- CRM Software
- Microsoft PowerPoint
Knowledge Skill Area
- Sales
- Logistics
- CRM
- MS Outlook/Excel
- Web Portals
- Zendesk
- Excellent Customer and communication skills
Timeline
Customer Service Representative
Humana
02.2022 - 07.2024
Senior sales associate, Lead Cashier
Mapco
02.2019 - 07.2022
Sales Ambassador
SeaWorld
03.2016 - 02.2018
Associate of Science - Health Management And Clinical Assistance
Nashville State Community College
High school diploma - undefined
Evans high school
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