Pearl Boateng
Rochester
Summary
Experienced customer service professional with a proven track record of effectively addressing and resolving customer issues. Strong focus on team collaboration and achieving positive outcomes. Known for reliability and adaptability, with excellent communication and problem-solving skills. Committed to delivering exceptional service, consistently striving to exceed customer expectations and contribute to team success.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Maximus
03.2019 - 10.2024
- Obtained clients information on all accepted inbound phone calls and verify HIPAA requirements set by the Health Center Services.
- Mentored junior team members by sharing insights and experiences, boosting overall productivity and fostering a supportive work environment.
- Enhanced customer satisfaction by addressing and resolving complex inquiries promptly and professionally.
- Served as a trusted resource for colleagues seeking guidance on challenging situations or complex issues faced during daily interactions with customers.
- Implemented innovative strategies aimed at reducing wait times for callers without compromising on quality of support provided.
Customer Service Representative
Concentrix
02.2018 - 03.2019
- Documented customer interaction to reduce on-boarding time when new customer service representatives interact with customers.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Retail Customer Service Associate
The Passion Enterprise
05.2011 - 12.2015
- Maintained a clean and organized store environment, enhancing customer shopping experience.
- Kept customer spaces clean, neat and organized for maximum appeal.
- Handled cash register operations accurately, minimizing discrepancies while reconciling daily financial reports.
- Assisted in setting up promotional displays to attract customer attention towards specific products or brands.
- Participated in seasonal inventory audits to ensure accurate records of all merchandise within the store.
Education
Bachelor Of Science - Healthcare Management
Western Governors University
Salt Lake City, UTCertificate - Medical Billing And Coding
University of Phoenix
Tempe, AZ01.2022
High School Diploma - General Studies
Accra High School
Accra, Ghana01.2014
Skills
- Excellent communication
- Empathy
- Inbound and outbound calls
- Team coaching
- Multitasking
- Calm and professional under pressure
- Customer service
- Active listening
Timeline
Customer Service Representative
Maximus
03.2019 - 10.2024
Customer Service Representative
Concentrix
02.2018 - 03.2019
Retail Customer Service Associate
The Passion Enterprise
05.2011 - 12.2015
Bachelor Of Science - Healthcare Management
Western Governors University
Certificate - Medical Billing And Coding
University of Phoenix
High School Diploma - General Studies
Accra High School
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