Riana Chapman
Norfolk,VA
Summary
With a proven track record in customer service, I bring passion for customer satisfaction, excellent communication skills, and an ability to multi-task effectively. My experience has equipped me to identify and solve problems quickly, contribute customer service growth, and drive operational efficiency.
Overview
6
6
years of professional experience
Work History
Call Center Representative
Conduent
Norfolk, VA
11.2023 - Current
- Updated customer accounts, addresses and contact information within call management databases.
- Navigated through computer systems to review information and respond appropriately to callers.
- Monitored call queues in order to prioritize incoming calls by urgency or importance level.
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Offered resolutions to de-escalate calls and solve customer issues.
- Managed about 60 calls daily
- boosted customer service satisfaction ratings through consistent quality control.
- Knowledgeable of major hospital systems and healthcare environment
Call Center Representative
Alorica
Norfolk, VA
03.2021 - 12.2022
- Answer Inbound calls.
- Investigated and resolved customer inquiries and complaints quickly.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Processed debit and credit card and electronic check payments
- Boosted customer service satisfaction ratings through consistent quality control.
- Monitored call queues in order to prioritize incoming calls by urgency or importance level.
Call Center Representative
Anthem Healthcare
Virginia Beach, VA
02.2019 - 04.2020
- Issued new ID cards and processed renewal updates
- Complied with performance standards for work quality,work efficiency, attendance and schedule adherence
- Explained SOB\'s, EOB\'s and VOB\'s
- Navigated through multiple system applications to fulfill caller requests, updated caller information, directly enroll and research caller status inquiries
- Educated potential members on all aspects of the plan(s) including answering questions regarding the plan\'s features and benefits
Sales Representative
Car Choice
Virginia Beach, VA
04.2018 - 01.2020
- Trained and mentored new sales representatives.
- Managed customer accounts to secure customer satisfaction and repeat business.
- Retained excellent client satisfaction ratings through outstanding service delivery.
- Developed and maintained comprehensive understanding of products, services and competitors to enhance sales presentations.
- Generated new sales leads through cold calling and networking activities.
- Leveraged CRM system to manage sales activities and track sales performance.
Education
High School Diploma -
Woodrow Wilson High School
Portsmouth, VA06-2011
Medical Billing And Coding -
University of Phoenix
Tempe, AZSkills
- Microsoft Word
- Excel
- Powerpoint
- Communication and Interpersonal Skills
- Empathy and Customer Service Orientation
- Problem Solving
- Multitasking
- Ability to learn quickly
- Excellent verbal communication skills
- Accurate data entry
- Attention to detail
- Able to think proactively
- Call Control
- Customer Service
- Quality Assurance
Timeline
Call Center Representative
Conduent
11.2023 - Current
Call Center Representative
Alorica
03.2021 - 12.2022
Call Center Representative
Anthem Healthcare
02.2019 - 04.2020
Sales Representative
Car Choice
04.2018 - 01.2020
High School Diploma -
Woodrow Wilson High School
Medical Billing And Coding -
University of Phoenix