Reyohna Mason
Nottingham ,Maryland
Summary
Dynamic customer service professional with proven expertise in problem resolution and customer relationship management, honed at companies like MMC Group. Excelled in active listening and CRM software, enhancing customer loyalty and exceeding performance metrics.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
MMC Group- Maryland Health Connection
Remote
03.2024 - 09.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Customer Service Representative
Maximus Federal- VDOL-Vermont Department of Labor
Remote
11.2020 - 05.2023
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Participated in training programs to enhance product knowledge and customer service skills.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Patient Service Representative
MMC Group- TriWest Healthcare Alliance
Windsor Mill, MD
09.2019 - 02.2020
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
- Verified insurance eligibility and coverage for patients.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Actively participated in team meetings focused on improving workflows and enhancing overall practice performance.
- Streamlined appointment scheduling for increased patient convenience and reduced wait times.
- Coordinated referrals efficiently between primary care providers and specialists, ensuring a seamless patient experience.
- Stayed calm under pressure to and successfully dealt with difficult situations.
Guest Service Representative/Customer Service Cashier
Target
Baltimore, MD
05.2018 - 10.2019
- Assisted guests with reservation modifications, resolving any issues promptly and professionally.
- Handled payment transactions accurately, maintaining proper cash handling procedures at all times.
- Resolved guest complaints diplomatically to maintain a positive property reputation and high customer satisfaction rates.
- Developed strong rapport with returning guests to foster loyalty and repeat business.
- Contributed positively towards creating a welcoming atmosphere by maintaining a clean and organized front desk area at all times.
- Managed guest inquiries via telephone, email, and in-person communication, ensuring accurate information delivery.
- Streamlined check-in and check-out processes for increased efficiency and guest convenience.
- Fostered positive atmosphere, greeting guests warmly upon arrival.
- Participated in weekly team meetings to discuss service enhancements and resolve operational issues.
- Conducted regular inventory checks of front desk supplies to prevent shortages.
- Streamlined reservation handling, significantly reducing wait times for guests.
- Greeted guests upon arrival by providing warm welcome.
- Responded to guest inquiries to maximize guest satisfaction.
- Met customer service goals and exceeded customer expectations.
- Resolved customer complaints and maintained clean and tidy checkout area.
Prime Now Associate
Amazon
Dundalk, MD
09.2016 - 02.2017
- Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
- Developed and implemented strategies to increase customer satisfaction and engagement.
- Streamlined inventory management processes, reducing waste and ensuring optimal stock levels were maintained.
- Established strong relationships with key stakeholders, facilitating effective communication across departments and teams.
- Analyzed customer data to identify trends and anticipate customer needs.
- Improved reporting accuracy, implementing new data management system.
- Improved team collaboration by initiating regular coordination meetings.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
Education
Medical Office Assistant
Fortis College
Baltimore, MDMedical
The Caroline Center
Baltimore, MD01-2016
GED -
South Baltimore Learning Center
Baltimore, MD06-2013
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Call center experience
- Problem resolution
- Customer relationship management (CRM)
- Live chat support
- CRM software
- De-escalation techniques
- Follow-up skills
- Microsoft Office Suite
Timeline
Customer Service Representative
MMC Group- Maryland Health Connection
03.2024 - 09.2024
Customer Service Representative
Maximus Federal- VDOL-Vermont Department of Labor
11.2020 - 05.2023
Patient Service Representative
MMC Group- TriWest Healthcare Alliance
09.2019 - 02.2020
Guest Service Representative/Customer Service Cashier
Target
05.2018 - 10.2019
Prime Now Associate
Amazon
09.2016 - 02.2017
Medical Office Assistant
Fortis College
Medical
The Caroline Center
GED -
South Baltimore Learning Center