Rashard Bickham
Bogalusa,LA
Summary
Dynamic customer service professional with a proven track record at Capital Bridge Health Services, excelling in problem resolution and active listening. Recognized as a top performer, I consistently enhanced customer satisfaction and retention through effective communication and training initiatives, fostering a collaborative team environment while maintaining compliance with company standards.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Capital Bridge Health Services
11.2023 - Current
- Managed high-stress situations effectively, maintaining professionalism at all times while assisting consumers and beneficiaries.
- Resolved customer complaints with empathy, resulting in a more positive customer experience.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike, by following company policies.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information while using afforded company compliance and policies.
- Developed strong product knowledge to provide informed and accurate recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from consumers and beneficiaries alike.
- Assisted customers in navigating company website and placing online orders for different requested material and information, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery, by participating and engaging in group settings and meetings.
- Provided coaching and mentoring to new hires, when asked to participate in our Tenure program. Contributing to their successful integration into their team, while confidently receiving calls to better assist consumers and beneficiaries.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Improved resolution time with effective problem-solving for consumer and beneficiaries complaints.
- Conducted training sessions as a Tenure for new hires, ensuring a consistent level of compliance as they joined their new team.
- Trained new Customer Service Representatives on company policies, procedures, and best practices, while performing duties and staying in compliance.
- Participated in Dual training programs to enhance product knowledge and customer service skills to affectively assist beneficiaries in another line of business within the company.
- Boosted team with acknowledgment of any achievements or reached goals morale by consistently recognizing colleagues' contributions and achievements.
- Exhibited high energy and professionalism when dealing with fellow consumers, beneficiaries and fellow employees.
- Met company call guidelines for service levels, handle time and productivity. Resulting in 0 hrs of unapproved absence.
- Educated customers about billing, payment processing and support policies and procedures.
Master Barber
Cuts & Styles
03.2012 - 10.2020
- Kept business compliant with applicable government standards.
- Styled hair according to customer preferences.
- Consulted with clients to assess personal style preferences and unique needs.
- Managed business customer service, responding to requests and concerns promptly.
- Collaborated with team members for efficient scheduling and optimal shop operations.
- Developed a loyal clientele base through exceptional customer service and attention to detail.
- Oversaw employee schedules to maintain adequate convenience for customers.
- Resolved client concerns or complaints promptly with diplomacy and professionalism to maintain strong relationships.
- Maintained a clean and hygienic work environment for the safety and comfort of clients and staff.
- Boosted repeat business rates through consistent delivery of high-quality results tailored specifically to each individual''s preference.
- Demonstrated versatility in accommodating diverse client needs by mastering various haircut styles from classic to modern trends.
- Mentored junior barbers on proper techniques, product usage, and client interaction.
- Implemented creative strategies for managing wait times during peak hours, improving customer experience in the salon.
- Ensured compliance with state licensing requirements by adhering to sanitation standards and maintaining up-to-date certifications.
- Built rapport with clients through active listening skills, understanding their preferences, needs, and expectations and consistent delivery of requested services and exceptional results.
- Answered incoming telephone calls and scheduled appointments for clients.
- Consistently received positive performance reviews from guests.
Education
GED -
Bogalusa High School
Bogalusa, LA05-2000
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Call center experience
- Computer proficiency
- Complaint handling
- Customer satisfaction measurement
- Professional telephone demeanor
- Call management
- Team development
- Staff training
Timeline
Customer Service Representative
Capital Bridge Health Services
11.2023 - Current
Master Barber
Cuts & Styles
03.2012 - 10.2020
GED -
Bogalusa High School
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