Patricia Richmond
Centerville,IA
Summary
Successful Customer Service advocate with 10+ years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.
Having a private home office, with hi speed direct ethernet connection internet and set up with dual monitors allows focus and a private secure workspace.
Overview
11
11
years of professional experience
Work History
Customer Service Advocate
Concentrix Remote Work From Home
12.2023 - 03.2024
- Assisted customers with account setup, billing, payment processing, password resets.
- Assisted Customers completing their Taxes Turbo Tax
- Maintained detailed records of customer interactions, transactions.
- Performed data entry into internal systems =CRM, Excel spreadsheets, Google Docs, Microsoft Office
- Assisted clients with Medicaid applications, renewals, answering questions, providing guidance throughout the process.
- Researched and responded to inquiries from clients regarding Medicaid coverage and benefits.
- Reviewed medical documentation submitted by providers in order to determine whether services were medically necessary or appropriate for reimbursement under the program guidelines.
- TEMP POSITION
Senior Account Specialist
Omaha Steaks Remote/Temp WFH
11.2022 - 01.2023
- Performed data entry of client information into CRM system.
- Worked collaboratively with other departments to ensure customer requirements were met.
- Documented customer interactions in order tracking systems for future reference.
- Responded promptly to customer complaints or requests for assistance via phone or email.
- Created detailed purchase orders based on customer specifications and negotiated discounts when necessary.
- Processed refunds or credits in accordance with company policies.
- Listened to customer needs to identify and recommend best products and services.
- Greeted and assisted customers to foster positive experiences.
- Handled approx 35-50 calls a day . Hit Daily average handling times as well as weekly KPIS
District Sales Manager
Verizon Russell Cellular
05.2015 - 06.2022
- Recruited new members for sales team
- Assessed employee performance ,documented any areas needing improvement or development.
- Organized regional conferences for managers from multiple districts in order to exchange best practices.
- Identified potential new markets and customers that could be tapped into for increased revenue growth such as B2B or Internet.
- Set clear objectives and helped team members develop plans to achieve quotas.
- Led, coached and developed employees to achieve sales goals.
- Tracked, analyzed weekly sales reports, implemented corrective action plans and streamlined sales operations.
- Trained, mentored sales team members in customer relations, customer service and product placement.
- Assessed effectiveness of sales representatives and implemented courses of action to rectify weaknesses.
- Analyzed data to identify key market trends and opportunities.
- Secured long-term accounts, managed sales presentations and provided recommendations to promote brand effectiveness and product benefits.
- Strengthened client retention by liaising between builders and customers to mitigate financial discrepancies.
- Resolved customer complaints regarding sales and service.
- Coached, developed and motivated team to achieve revenue goals.
- Oversaw regional and local sales managers and staff.
- Proofreading contracts /reports/weekly documents before submitting to AVP for review.
Customer Service Call Center
MTI Builders
05.2013 - 06.2014
- Performed data entry of client information into CRM system.
- Resolved complex customer inquiries regarding payment issues, product availability, pricing and delivery dates.
- Worked collaboratively with other departments to ensure customer requirements were met.
- Responded promptly to customer complaints or requests for assistance via phone or email.
- Inbound Internet Sales/ Hit daily goals and won monthly bonuses.
Education
High School Diploma -
Centerville High School
Centerville Iowa Skills
Call center experience
- Data Entry
- Data Collection
- Complaint resolution
- Account Management
- Live chat support
- Escalation management
- Professional telephone demeanor
- Call Center Operations
- Payment handling
- Critical Thinking
- Conflict Resolution
Timeline
Customer Service Advocate
Concentrix Remote Work From Home
12.2023 - 03.2024
Senior Account Specialist
Omaha Steaks Remote/Temp WFH
11.2022 - 01.2023
District Sales Manager
Verizon Russell Cellular
05.2015 - 06.2022
Customer Service Call Center
MTI Builders
05.2013 - 06.2014
High School Diploma -
Centerville High School
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