Rasheda Harmon
Ridley Park,PA
Summary
Hardworking and knowledgeable Customer Service Representative well-versed in using scripts and personal expertise to address diverse customer concerns. Self-motivated and independent in sourcing and implementing solutions. Good conflict mediation and multitasking abilities. Chairman's award for excellence in Teamwork and Customer service, and exceeded goals and maintained quality of calls.
Overview
16
16
years of professional experience
Work History
Remote Payment Processor
National Telecommuting Inst
Boston, MA
04.2022 - Current
- Analyzed customer needs and provided best options, upselling products and services.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Answered inbound calls, chats and emails to facilitate customer service.
- Performed financial calculations for amounts due, interest charges and balances on premiums
Temporary Customer Care Associate
SNI Companies
Plymouth Meeting, PA
08.2020 - 01.2021
- Accessed patient information through various software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations.
- Answered patient questions and fielded complaints to resolve issues.
- Scheduled and confirmed patient appointments with patients and healthcare professionals.
- Obtained proper authorization and identification to release confidential medical records.
- Referred patients to appropriate professionals and healthcare,dental and vision professionals
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Updated databases with new and modified customer data.
Seasonal Order Fulfillment Associate
National Fulfillment Services
Aston Mills, PA
08.2019 - 12.2019
- Accepted, processed and quickly filled orders.
- Verified items correctly matched to sales check for packing and shipment.
- Read orders to obtain item numbers and located merchandise for shipment
- Tracked outgoing orders to provide shipping status to customers.
- Coordinated with other associates on day-to-day work activities to drive productivity and achieve operational objectives.
Temp Worker
Express Employment Professionals
Narberth, PA
03.2016 - 03.2019
- Explained job duties, compensation and benefits to potential candidates.
- Reviewed employment applications, candidate backgrounds, skills, compensation needs and other qualifications.
- Advertised and promoted open positions using social media and digital marketing procedures.
- Provided hiring status updates to HR and managers for comprehensive oversight.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Answered inbound calls, chats and emails to facilitate customer service.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
Call Center Customer Service Representative
Aqua America, Inc
Bryn Mawr, PA
08.2007 - 04.2016
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
- Updated customer accounts, addresses and contact information within call management databases.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Built sustainable relationships and engaged customers by going extra mile.
- Trained and supervised new employees to promote overall team productivity and consistent service.
- Referred unresolved customer grievances to designated departments for further investigation.
- Collected deposits or payments and arranged for billing.
- Updated databases with new and modified customer data.
- Led on- and off-site customer support teams across multiple time zones.
Education
GED -
Virginia State University
Petersburg, VASkills
- Bill Processing
- Credit and Collections
- Creative Problem Solving
- Purchase Orders
- Precision and Accuracy
- Multitasking and Prioritization
- X-Ray Processing
Chairmen's Award
I received the prestigious Chairmen's Award for continued excellence of qualify and quantity of calls while being an asset for my teammates and going above and beyond my duties, by assisting in training new employees.
Timeline
Remote Payment Processor
National Telecommuting Inst
04.2022 - Current
Temporary Customer Care Associate
SNI Companies
08.2020 - 01.2021
Seasonal Order Fulfillment Associate
National Fulfillment Services
08.2019 - 12.2019
Temp Worker
Express Employment Professionals
03.2016 - 03.2019
Call Center Customer Service Representative
Aqua America, Inc
08.2007 - 04.2016
GED -
Virginia State University
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