Rejeane Hamm
Cleveland,VA
Summary
Focused customer service professional skilled in lead generation, customer relationship development and sales. Accomplished in providing unsurpassed support to demanding customers. Offering 7 years of experience in related roles, as well as passion for always improving numbers, enhancing knowledge and exceeding expectations.
Overview
10
10
years of professional experience
Work History
Benefits Advisor
TTEC
Concord, NC
09.2021 - Current
- Directed and controlled 401K, medical, dental and vision benefit packages.
- Participated in design and ongoing management of benefit plans.
- Functioned as main point of contact for benefit carriers.
- Served as subject matter expert in answering questions from colleagues regarding benefits.
- Updated personnel handbooks and individual records to keep filed accurate and detailed.
- Delivered targeted advise on issues such as applicable employment regulations, compensation strategies and internal systems to help companies update antiquated or ineffective approaches.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked flexible hours; night, weekend, and holiday shifts.
Customer Service Associate
Dominion Energy
Clevleand, VA
02.2021 - 09.2021
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Informed customers about special promotions and provided detailed information for various products.
- Developed and actualized customer service initiatives to decrease wait times.
- Improved customer satisfaction ratings by addressing issues and fostering timely resolution.
- Resolved customer complaints by determining cause of problem, selecting best solution and expediting correction or adjustment.
- Troubleshot and resolved online ordering issues and concerns to promote seamless ordering process for customers.
- Maintained positive and professional attitude toward customers to foster positive experiences resulting in repeat online purchases.
- Assisted clients with product questions to facilitate online ordering process.
- Responded proactively and positively to rapid change.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
Crisis Associate
People Inc.
Lebanon , VA
07.2020 - 01.2021
- Worked varied hours, days, nights and weekends as business needs dictate.
- Managed customer relations and customer service through daily communication and interaction.
- Maximized customer interactions by promptly identifying needs and wants.
- Increased customer satisfaction significantly within department.
- Mentored and coached other team members to meet daily goals.
- Filed paper work daily
- Collected, arranged and input information into database system.
- Handled customers income information
CSR
Amazon
Seattle, WA
01.2020 - 07.2020
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Recommended products to customers, thoroughly explaining details.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Helped customers complete purchases, locate items and join reward programs.
- Checked pricing, scanned items, applied discounts and printed receipts to ring up customers.
- Used POS system to process sales, returns, online orders and gift card activations.
- Issued receipts and processed refunds, credits or exchanges.
Customer Service Representative
TTech
Weber City, VA
08.2017 - 09.2018
- Responsible for providing health insurance information to health care providers, including deductibles, out of pocket amounts, and the percentage of the patients coverage.
- Worked in a fast paced environment, working 5-10 computer systems at a time. Microsoft office, excel, and outlook was everyday proficient.
- Responsible for ringing up customers in a timely manner and guaranteeing high level of customer service.
- Guaranteed positive customer experiences and resolved all customer complaints.
- Performed in-depth research to answer more complex questions.
Customer Service/Sales Representative
AT&T
LEBANON, VA
06.2016 - 10.2017
- Assisted customers with wireless billing and device issues, including making payments, troubleshooting, and resetting network information.
- Conducted on-site product demonstrations to highlight features, answer customer questions and redirect concerns toward positive aspects.
- Adapted sales techniques to specific clients and promoted products based on individualized client needs.
- Responsible for meeting sales quotas and metric monthly.
- Maintained routine communication with clients to assess overall satisfaction, resolve complaints and promote new offerings.
- Upsold and closed customer sales by driving product benefits around client needs and increased revenue.
- Utilized various sales techniques to develop relationships with customers and drive sales.
Management Assistant
Pizza Hut
Abingdon, VA
04.2014 - 04.2016
- Responsible for 4-8 members each shift.
- Run cash register and make bank deposits daily.
- Assisted with new hires and training.
- Prepared and charted data and metrics for detailed status reports.
- Sorted, opened and routed incoming correspondence and deliveries to help senior leaders respond quickly to business and customer requirements.
- Drove sales and customer service while assisting guests with food services.
- Oversaw training process for all newly hired employees.
- Maintained inventory stock for all items and, placing orders when necessary.
- Coached new employees on administrative procedures, company policies and performance standards.
- Oversaw training and onboarding process for all newly hired employees.
- Conducted thorough research using diverse resources to assist professional staff with routine and special project tasks.
Bookkeeper
GILBERT MASONRY & CONSTRUCTION
CLEVELAND, Virginia
01.2011 - 03.2014
- Processed bank reconciliations and financial reports to verify practice of proper due diligence.
- Executed quarterly financial reporting on multiple properties.
- Researched and resolved collections and billing disputes with tact and efficiency.
- Maintained accounts receivable documentation electronically and on paper.
- Processed payroll, and employee pay adjustments.
- Handled cash and deposits using the proper accounting procedures and documentation.
Education
Some College (No Degree) - Health Sciences/Radiology
Southwest Virginia Community College
Richlands, VAGED -
Lebanon High School
Lebanon, VASkills
- Network development
- Strategic planning
- Technical support
- Good listening skills
- Multi-line phone talent
- Creative problem solving
- MS Office proficiency
- Quick learner
- Money handling abilities
- Medical terminology knowledge
- Money handling
- Counting money
- Excellent Communication
- Active Listening
- Organization and Time Management
- Good Telephone Etiquette
- Cultural Awareness
- Critical Thinking
- Google Workspace
- Self-Motivated
- Data Entry
- Attention to Detail
- Problem-Solving
- Multitasking Abilities
- Written Communication
- Teambuilding
- Decision Making
- Analytical and Critical Thinking
- MS Office
- De-escalation Techniques
- Building Customer Trust and Loyalty
- Multitasking and Prioritization
- Efficient and Detail-Oriented
- Issue and Complaint Resolution
- Upbeat and Positive Personality
- Order and Refund Processing
- Customer Account Management
- Calm and Professional Under Pressure
- POS Systems and Ordering Platforms
- Customer Retention Strategies
- Creative Problem Solving
- Verbal and Written Communication
- Customer Data Confidentiality
- Understanding Customer Needs
- Responding to Difficult Customers
- Excellent Attention to Detail
- LiveChat Messaging
- Membership Inquiries and Renewals
- Patient and Empathetic
- Computer Proficiency
- Promoting Brand and Company Identity
- Time Management
- Team-Oriented and Cooperative
- Inbound and Outbound Calling
- Inventory Management
- Multi-Line Phone Systems
- Oracle EnterpriseOne
- Courteous with Strong Service Mindset
- Upselling Products and Services
- Data Entry and Maintenance
- Complex Product Knowledge
- Call Volume and Quality Metrics
- Database Management
- Administrative and Office Support
- Proficiency in Microsoft Office and G Suite
- Sales Report Generation
- Establishing and Maintaining Customer Relationships
- Refunds and Returns Management
- Sales Quota Achievement
- Microsoft Exchange
- Business Development
- Cultural Awareness and Sensitivity
- Inter-Department Collaboration
- Billing Adjustments and Refunds
- Strong Analytical and Problem Solving Skills
Timeline
Benefits Advisor
TTEC
09.2021 - Current
Customer Service Associate
Dominion Energy
02.2021 - 09.2021
Crisis Associate
People Inc.
07.2020 - 01.2021
CSR
Amazon
01.2020 - 07.2020
Customer Service Representative
TTech
08.2017 - 09.2018
Customer Service/Sales Representative
AT&T
06.2016 - 10.2017
Management Assistant
Pizza Hut
04.2014 - 04.2016
Bookkeeper
GILBERT MASONRY & CONSTRUCTION
01.2011 - 03.2014
Some College (No Degree) - Health Sciences/Radiology
Southwest Virginia Community College
GED -
Lebanon High School