Queenasia Wray

• Facilitated client communications to ensure understanding of family security plans.
• Established long-term relationships with clients to enhance trust and loyalty.
• Coordinated cross-functional teams to streamline service delivery processes.
• Developed training materials for new staff on customer engagement strategies.
• Contacted third-party payors to obtain and confirm authorization for services and communicated necessary related clinical information.
• Increased team efficiency by streamlining communication and collaboration among connectors.

• Address client inquiries, resolve issues, communicate services effectively, enhance client trust
• Fostered strong client relationships by addressing inquiries and resolving issues, resulting in heightened client satisfaction and loyalty.
• Implemented streamlined communication processes, enhancing response times and delivering measurable improvements in service efficiency.
• Coordinated with cross-functional teams to develop client-focused solutions, driving noticeable results in service delivery.
• Analyzed client feedback to identify service gaps, enabling targeted improvements that significantly enhanced overall client experience.
• Embraced a proactive approach to client interactions, consistently promoting PFP Family Security Plan's services with a positive demeanor.
• Enhanced client satisfaction by implementing feedback-driven service improvements, leading to noticeable gains in client retention.
• Handle high call volumes, boosting customer satisfaction and retention.
• Increased customer accounts by 29% through strategic sales and service.
• Reduced resolution time by 19% with efficient call management.
• Enhanced customer retention by 9% with updated product knowledge.
• Streamlined onboarding by documenting customer interactions.
• Enhanced customer engagement strategies, leading to noticeable gains in loyalty and satisfaction scores.
• Partnered with cross-functional teams to refine service protocols, resulting in streamlined operations and improved response times.
• Introduced feedback loops for real-time service adjustments, driving measurable improvements in customer experience.
• Utilized data analysis to identify service trends, informing targeted training initiatives that bolstered team performance.
• Fostered a positive team environment by mentoring new representatives, enhancing overall team cohesion and morale.
• Managed high volumes of customer inquiries, achieving substantial improvements in satisfaction and retention metrics.
• 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.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responded to customer requests for products, services, and company information.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Developed strong product knowledge to provide informed recommendations based on individual customer needs.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.

Assisted students in navigating financial aid options to enhance accessibility to education.

Facilitated student understanding of financial aid processes to ensure compliance with tuition and payment obligations.

Executed detailed administrative and background processes to uphold accuracy in student financial records, supporting institutional integrity.

Engaged with students to provide timely information on payment deadlines and address missing account details.

Managed coordination of extended payment plans to enhance customer understanding of available options.

Provided expert support to assist students in navigating financial aid procedures effectively.

Collaborated with students and internal departments to address concerns and ensure timely payment resolutions.

Managed customer interactions for Ralph Lauren's online shopping platform. Oversaw password resets and email assistance. Enhanced customer shopping experiences by providing personalized recommendations and facilitating order placements.

Vacation Services Specialist

• Assisted customers with booking, updating, modifying, or canceling vacation packages while maintaining accurate and up-to-date information in the system.
• Reviewed customer accounts and processed payments, payment changes, and available payment plan options with accuracy and compliance.
• Provided expert recommendations to help customers choose the best vacation options based on their preferences, budget, and travel needs.
• Ensured all trip details—including dates, traveler info, accommodations, and add-ons—were properly documented and corrected when necessary.
• Delivered exceptional customer service through phone and digital communication, offering clear guidance and timely solutions.
• Collaborated with internal departments to resolve account issues and support smooth travel planning for all customers.
• Maintained a high level of professionalism and accuracy while handling multiple customer accounts and systems simultaneously.

• Resolved customer inquiries through effective communication and problem-solving techniques.
• Streamlined support processes to enhance response times and customer satisfaction levels.
• Trained new team members on company policies, procedures, and best practices for customer interactions.
• Implemented feedback mechanisms to gather insights and improve service delivery outcomes.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.

Home Healthcare Aide / Personal Care Assistant

• Provided compassionate, hands-on care to elderly clients in their homes and in nursing home settings, ensuring comfort, dignity, and safety.
• Assisted clients with daily living activities including bathing, grooming, dressing, toileting, and mobility support.
• Administered and monitored medication schedules, ensuring clients took prescribed medicines on time and according to care plans.
• Prepared nutritious meals, assisted with feeding when necessary, and promoted healthy eating habits based on dietary needs.
• Supported clients with transfers in and out of bed, wheelchairs, and chairs while maintaining proper safety techniques.
• Accompanied clients to medical appointments, therapy visits, and other scheduled outings, offering transportation and full assistance.
• Encouraged physical activity by supervising daily walks and light exercise to maintain mobility and independence.
• Maintained clean living environments by assisting with light housekeeping tasks, including laundry, sanitation, and organization.
• Observed and reported changes in clients’ physical or emotional condition to nursing staff or family members.
• Built strong, trusting relationships with clients by providing reliable, patient, and respectful care.