Rarshita Young
Temple Hills,MD
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
18
18
years of professional experience
Work History
Remote Customer Service Representative/Senior HR Associate
Alight Solutions
Baltimore, Maryland
09.2018 - 01.2025
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Supported sales team members to drive growth and development.
- Answered customer inquiries and provided accurate information regarding products and services.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Maintained detailed records of all communication with customers, claimants, providers, and internal departments.
- Assisted claimants, providers and clients with problems or questions regarding claims.
- Served as subject matter expert for non-standard coverage questions, property damage, and collision.
Protective Support Assistant GS8/Project Assistant - Remote
Department of Homeland Security
Washington, District Of Columbia
03.2014 - 12.2021
- Assisted customers with technical inquiries, providing detailed and accurate information about products and services.
- Assessed inventory levels and materials usage, placing orders for new stock.
- Managed communications and correspondence during professional's absences to maintain workflows.
- Gathered information from end-users to troubleshoot, diagnosing hardware and software issues.
- Composed, edited and typed complex memos and reports with job-related software.
- Oversaw staff correspondence, record tracking and data communications, resulting in improved automation of office operations.
- Greeted visitors to welcome, provide directions and offer general information.
- Handled incoming calls and directed callers to appropriate department or employee.
- Provided telephone support to customers, responding to queries in a professional manner.
- Created spreadsheets in Microsoft Excel for record-keeping and reporting.
- Maintained records of customer service interactions using CRM software systems.
- Monitored incoming emails and responded accordingly in a timely manner.
- Documented user information, issue details and solutions on service tickets and closed tickets upon resolution.
Administrative Assistant
Department of Homeland Security
Arlington, Virginia
06.2007 - 09.2014
- Conducted research, compiled and typed statistical reports, synthesized information and provided excellent communication to disseminate information throughout organization.
- Set up workshops, conferences and meetings by scheduling and reserving rooms and preparing supplies.
- Composed letters, memos, reports, emails, presentations and other written correspondence as required by management staff.
- Organized and maintained filing systems for physical and electronic documents, ensuring accuracy and confidentiality of records.
- Worked with cross-functional teams to achieve goals.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Updated and maintained databases with current information.
- Identified needs of customers promptly and efficiently.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Managed all payments processing, invoicing and collections tasks.
- Accurately input procedure codes, diagnosis codes and patient information into billing software to generate up-to-date invoices.
- Maintained accurate records of collections, adjustments and denials in the system.
- Reconciled codes against services rendered.
- Developed financial reports detailing accounts receivable aging status.
Education
Criminal Justice UG Bachelor’s Degree -
University of Maryland, Baltimore County
Baltimore, MD12-2016
Skills
- Scheduling
- Account updating
- Complaint resolution
- Data entry
- Quality assurance controls
- CRM software proficiency
- Inbound and outbound calling
- Clerical support
- Team development
- Paperwork processing
- Active listening
- Assertiveness
- Call management
- Critical thinking
- Conflict resolution
- De-escalation techniques
- Information security
- Verbal and written communication
- Multi-line phone talent
- Empathy and patience
- Typing proficiency
Timeline
Remote Customer Service Representative/Senior HR Associate
Alight Solutions
09.2018 - 01.2025
Protective Support Assistant GS8/Project Assistant - Remote
Department of Homeland Security
03.2014 - 12.2021
Administrative Assistant
Department of Homeland Security
06.2007 - 09.2014
Criminal Justice UG Bachelor’s Degree -
University of Maryland, Baltimore County