Rickie Michelle Mayberry
Graham,Texas
Summary
Senior Customer Support Specialist Extremely Passionate in helping people and to bring my skill set to your organization enthusiasm, dedication, responsibility and good work ethic to your company.
As professional with high standards and focus on results, adept at managing customer interactions and providing exceptional service. Known for reliability and adaptability in dynamic environments, ensuring seamless team collaboration and positive outcomes. Proficient in conflict resolution and communication, valued for positive attitude and customer-first approach.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Service Associate
Cigna
06.2024 - Current
- Resolved customer inquiries efficiently through multiple communication channels, enhancing overall satisfaction.
- Managed complex insurance claims processes, ensuring accuracy and timely resolution for clients.
- Collaborated with cross-functional teams to streamline service workflows and improve response times.
- Developed training materials for new hires, fostering knowledge sharing and operational consistency.
- Led cross-functional teams to improve project delivery and client satisfaction.
- Developed training programs to enhance team performance and knowledge retention.
- Streamlined communication processes between departments, reducing response times significantly.
- Developed and implemented engaging lesson plans to enhance student learning experiences.
- Utilized educational technology tools to facilitate interactive classroom activities and assessments.
- Assessed student performance and provided constructive feedback to promote academic growth.
- Collaborated with colleagues to design curriculum that meets diverse learning needs and standards.
CUSTOMER ADVOCATE
OPTUM HEALTH
09.2023 - Current
- Assisted 200 customers with Scheduling inquiries issues, resolving complaints within 24 hours for a 97% satisfaction rate.
- Able to navigate multiple systems, Patient concerned problem resolution, and provided highest level of customer service and customer satisfaction by proactively responding to customer inquiries.
- Achieved an average of 8 stars rating from customers per week.
CUSTOMER SUPPORT/Data ENTRY
Bam Venture Capital LLC
06.2021 - 07.2023
- Customer Support Update Patients Information, Confirm Orders and Shipments, Follow up, Answer Chats & Emails.
- Decreased returns by 80% in under 6 months, improved patient satisfaction ratings by 97%, and responded to customer inquiries within 24 hours. Utilized customer engagement tools such as email, chatbot, and phone to respond to customer inquiries and confirm orders and shipments.
- Responding to over 100 calls in a fast-paced environment and workflow management to ensure customers and inquiries are addressed in a timely manner.
- Surveys on my customer support a 10 rating at least 5 times a week and on average 97% Weekley.
QUALITY CONTROL/QUALITY ASSURANCE
SPOTSEE/SHOCK WATCH
05.2016 - 06.2021
- Developed and implemented process improvement strategies across multiple functions and departments, resulting in 30% reduction in production defects and 25% reduction in process cycle time.
- Did all testing on incoming materials and products, kept track of all data, and made reports to all senior staff.
- Trained co-workers and worked machines making sure protocols were used based on policy and procedures.
- Ran hourly audits and test for products.
- Excelled at customer support rating over 95% every week.
Education
GED -
GRAHAM ADULT LEARNING CENTER
GRAHAM, TX01.2015
Skills
- Soft skills
- Navigating multiple systems
- Excellent Customer Support
- Employed Exceptional Active listening skills
- Problem Solving
- Scheduling
- Organized Customer information and data for customer service purposes
- Maintained quality control standards, seeking new ways to improve customer service
- Managed multiple customer requirements and guidelines
- Accountable for consistently maintaining an exemplary customer support record meeting all goals and expectations
- Team collaboration
- Customer relationship management (CRM)
- POS system operation
Certification
- FACING CONFRONTATION IN CUSTOMER SERVICE 2023
- Texas Workforce Commission
- Certified in a standardized and evolving set of Customer Support Skills
- KEEPING BUSSINESS CALLS PROFESSIONAL 2023
- Certified in a standardized and evolving set of Customer Support Specialist Skills.
- CUSTOMER SERVICE OVER PHONE 2023
- Certified in a Standor and evolving set of Customer Support Specialist Skills.
Timeline
Customer Service Associate
Cigna
06.2024 - Current
CUSTOMER ADVOCATE
OPTUM HEALTH
09.2023 - Current
CUSTOMER SUPPORT/Data ENTRY
Bam Venture Capital LLC
06.2021 - 07.2023
QUALITY CONTROL/QUALITY ASSURANCE
SPOTSEE/SHOCK WATCH
05.2016 - 06.2021
GED -
GRAHAM ADULT LEARNING CENTER