Penina Mercy
Palm Bay,FL
Summary
Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Remote Customer Service Representative
Whole Health Clinical Group
Miami, FL
02.2020 - 07.2024
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Developed strong relationships with customers by providing personalized assistance and support.
- Maintained a high level of professionalism when dealing with difficult customers.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved customer complaints promptly and efficiently.
- Answered customer inquiries via phone, email, and chat.
Certified Medical Assistant
Whole Family Health Care
Ft. Pierce, FL
01.2022 - 04.2023
- Monitored lab results for accuracy and alerted physicians immediately if any abnormalities were detected.
- Ensured that all equipment was functioning correctly prior to use during patient examinations or treatments.
- Collected urine samples from patients for drug screens or pregnancy tests when necessary.
- Performed clerical tasks such as transcribing dictation from physicians or coding patient information into electronic databases.
- Ordered medical supplies from approved vendors based on predetermined budget parameters.
- Answered patient calls promptly and directed inquiries to the appropriate department when needed.
Salon Receptionist
Spectrum Hair Salon
Queens Village, NY
04.2012 - 07.2020
- Processed payments for services rendered.
- Updated client profiles regularly in order to maintain accurate records.
- Created daily reports on sales figures, appointment bookings and customer feedback.
- Conducted cash handling procedures such as accepting payment from clients, processing credit cards transactions or issuing refunds as necessary.
- Assisted in training new receptionists on proper use of the salon software system.
- Greeted customers, answered phone calls and responded to emails in a timely manner.
- Resolved customer complaints in a professional manner.
- Scheduled appointments using salon software system.
Education
Associate of Science - Practical Nursing
Keiser Career College
West Palm Beach, FL05-2009
High School Diploma -
Continental Academy
Miami, FL08-2005
Skills
- Complaint resolution
- Consultative Sales
- Product Knowledge
- Appointment Scheduling
- Data Collection
- Data Entry
- Receiving support
- Customer Service
- Coordination
- High-energy attitude
- Complaint Handling
- Call Center Operations
- Microsoft Outlook
Certification
- CNA License
- CMA License
- CPR Certificate
Timeline
Certified Medical Assistant
Whole Family Health Care
01.2022 - 04.2023
Remote Customer Service Representative
Whole Health Clinical Group
02.2020 - 07.2024
Salon Receptionist
Spectrum Hair Salon
04.2012 - 07.2020
Associate of Science - Practical Nursing
Keiser Career College
High School Diploma -
Continental Academy
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