Summary
Overview
Work History
Education
Skills
Work Availability
Timeline
Hi, I’m

Phyllis Reyes

Roanoke,VA
Phyllis Reyes

Summary

Experienced with over 20 years of experience in customer relations. Excellent reputation for resolving problems and improving customer satisfaction.

To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

22
years of professional experience

Work History

United Health Care
Roanoke, Virginia

Producer Help Desk
08.2021 - Current

Job overview

  • Maintained agents satisfaction with forward-thinking strategies focused on addressing customer and agent needs and resolving concerns.
  • Answered agents telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of agent calls with minimal wait times.
  • Offered advice and assistance to agents, paying attention to special needs or wants.
  • Provided primary agent support to internal and external customers.
  • Assisted agents with special order requests.
  • Cultivated customer loyalty, promoted repeat business and improved sales.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
  • Responded proactively and positively to rapid change.
  • Maintained up-to-date knowledge of product and service changes.
  • Communicated professionally with colleagues, managers and agents.
  • Quickly and accurately answered Agents questions, suggested effective solutions and resolved issues to increase customer satisfaction .
  • Delivered excellent customer service, resulting in consistent 100% customer satisfaction rating. Rate at 5 , which is highest company score.
  • Facilitated inter-departmental communication to effectively provide agent support.
  • Resolved issues over phone with 75+ customers daily.
  • Recorded actions taken, issues resolved and agent information to effectively manage customer accounts.
  • verify customers eligibility for plan, Medicaid and Medicare

AAC Auto Service LLC
Roanoke, United States

Office Administrator
05.2012 - Current

Job overview

  • Interacted with customers by phone, email or in-person to provide information.
  • Applied advanced administrative and analytical skills in overseeing day-to-day operational activities.
  • Coordinated communications, financial processing, registration, recordkeeping and other administrative functions for 20+ employees.
  • Evaluated office documentation to check accuracy and complete missing pieces, avoiding delays and maximizing team productivity.
  • Kept accounts and records current by actively pursuing error resolutions and independently correcting problems.
  • Trained new employees on administrative procedures, company policies and performance standards.
  • Verified salaried and hourly employee time cards to prepare accurate bi-weekly payroll.
  • Worked with upper management to complete complex projects on tight budgets within specific timelines.
  • Assisted with coordination and hosting of company events.
  • Managed budgets, appointment scheduling, employee and event itineraries and accounts to improve productivity initiatives.

Passionately Devoted Health Care
Roanoke, United States

Home Health Care Attendant
06.2015 - 08.2021

Job overview

  • Assisted patients with dressing, grooming and feeding needs, helping to overcome and adapt to mobility restrictions.
  • Developed rapport to create safe and trusting environment for care.
  • Offered support for client mental and emotional needs to enhance physical outcomes and overall happiness.
  • Followed nutritional plans to prepare optimal meals.
  • Coordinated daily medicine schedules and administration to help clients address symptoms and enhance quality of life.
  • Assisted elderly clients in daily activities, physical transfers and care for incontinence.
  • Promoted development of healthy lifestyle to meet health and wellness objectives.
  • Provided mobility assistance such as walking and regular exercising.
  • Assisted disabled clients to support independence and well-being.
  • Provided transportation and appointments management.

Liberty Medical
Roanoke, United States

Call Center Representative
08.2008 - 02.2013

Job overview

  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.
  • Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Delivered prompt service to prioritize customer needs.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Responded proactively and positively to rapid change.
  • Communicated professionally with colleagues, freelancers and clients.
  • Handled over 120 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
  • Collaborated with sales team members to stay current on inventory levels, complete accurate orders and resolve item issues.
  • Scored in top 98% of employees for successful retention of customers .
  • Entered orders into computer database system.
  • Handled diabetic customers in fast-paced call center setting in coordination with solid team of customer service associates.
  • Recorded actions taken, issues resolved and medical information to effectively manage customer accounts.
  • verify customers eligibility of insurance plan to complete billing process and to order covered supplies .

Education

William Fleming High School
Roanoke, VA

High School Diploma
06.1982

University Overview

Skills

  • Presentation Skills
  • News Stories Writing
  • Team Leadership
  • Project Management
  • Teamwork and Collaboration
  • Work Crew Coordination
  • Budget Oversight
  • Microsoft Office
  • Production Processes
  • Effective Communication
  • Purchase Orders
  • Contract Bid Proposals
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Producer Help Desk
United Health Care
08.2021 - Current
Home Health Care Attendant
Passionately Devoted Health Care
06.2015 - 08.2021
Office Administrator
AAC Auto Service LLC
05.2012 - Current
Call Center Representative
Liberty Medical
08.2008 - 02.2013
William Fleming High School
High School Diploma

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Phyllis Reyes