RAVEN OSBY
Omega,USA
Summary
Seasoned Customer Service Advocate with a proven track record at GC Services, excelling in customer retention and technical support. Achieved a 92% first-call resolution rate, significantly enhancing customer satisfaction. Expert in CRM management and adept at conflict resolution, consistently surpassing performance metrics. Skilled in multitasking and strategic planning, driving operational improvements and team proficiency.
Overview
6
6
years of professional experience
Work History
Customer Service Advocate
GC Services
01.2023 - Current
- Deliver exceptional customer service by handling over 90+ customer interactions per day with professionalism and courtesy
- Resolve customer issues efficiently, achieving a resolution rate of 92% on the first call and contributing to a 10% increase in overall customer satisfaction
- Utilize strong knowledge of company products and services to provide accurate information and support to customers
- Maintain detailed records of customer interactions, transactions, comments, and complaints
- Consistently exceed performance metrics for call handling time, customer satisfaction, and quality assurance
- Contribute to service delivery by conducting customer satisfaction surveys to recommend department improvements
- Provide expert navigation of customer service software and databases
Escalations Support Specialist I
Alorica
03.2022 - 01.2023
- Managed customer concerns in a remote environment, providing timely and empathetic solutions tailored to each individual
- Orchestrated remote support operations with a keen focus on urgent customer issues
- Led bi-weekly remote training sessions for new and existing staff on complex problem-solving, boosting team proficiency and readiness to address escalated issues
- Utilized extensive product knowledge and advanced technical skills to dissect and resolve complex customer issues, recording an average problem-solving time that beat company targets by 20%
- Leveraged expertise in CRM software to track and analyze customer interaction patterns, providing insights that guided the refinement of escalation processes
- Coordinated with the product development team to communicate frequent customer challenges
- Effectively communicated with team members and management across different time zones to ensure a cohesive approach
Customer Service Specialist
Phoebe Putney Memorial Hospital
Albany, GA
11.2018 - 03.2022
- Facilitated compassionate patient support, addressing inquiries and concerns for over 100+ patients weekly
- Maintained strict confidentiality of patient information in compliance with HIPAA regulations
- Navigated complex hospital systems to manage patient appointments, billing inquiries, and insurance verification
- Provided emotional support and guidance through developed and maintained robust relationships with patients and their families
- Streamlined the patient registration process by analyzed patient service data to identify trends, and introduce efficiency techniques
- Responded to and resolved patient complaints with empathy and efficiency
- Trained 12 new customer service staff in hospital protocols and patient communication strategies
Education
Diploma -
Tift County High School
Tifton, GA06.2022
Associate Degree Program - Medical Office and Billing Specialist
Ultimate Medical Academy
Skills
- Customer Retention
- Adaptability
- Technical Support
- Account Management
- Project Management
- Microsoft Excel and Powerpoint Proficiency
- Multitasking and Optimized Time Management
- CMR Management
- Customer Satisfaction
- Conflict Resolution
- Help Desk Support
- Escalation Management
- Product Knowledge
- Technical Proficiency
- Strategic Planning and Execution
- Data Analysis & Reporting
- Salesforce CRM experience
- G Suite
Timeline
Customer Service Advocate
GC Services
01.2023 - Current
Escalations Support Specialist I
Alorica
03.2022 - 01.2023
Customer Service Specialist
Phoebe Putney Memorial Hospital
11.2018 - 03.2022
Diploma -
Tift County High School
Associate Degree Program - Medical Office and Billing Specialist
Ultimate Medical Academy
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