Rictaejah Wright
USA
Summary
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
13
13
years of professional experience
Work History
Remote Customer Service Advocate
First Love & Care, LLC
12.2022 - 09.2024
- Assists patients with their daily ADL's, perform clerical and administrative tasks ranging from admitting patients to scheduling appointments
- Organize and maintain patient files and records, retrieve test results as needed for physician's review, make copies and fax paperwork including referrals to other medical offices upon receiving an official request for records, coordinate office activities and operations while providing clerical and administrative support to management, identify diagnoses and procedures basis the CPT and diagnostics codes, interact with providers to obtain additional clinical information, representing as an advocate for patients, and helping members achieve the care they need
Chat Agent Senior Associate
Patlive
06.2019 - 12.2022
- Provide superior customer service for customers via chat regarding billing information, medical benefits, and other quality assurance issues
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Reduced wait times by quickly and effectively handling customer concerns, leading to higher satisfaction rates.
- Conducted thorough research for complex queries, ensuring accurate information was provided to customers.
- Managed computer-based platform with multiple applications to maintain effective communication with customers.
- Gathered valuable feedback from customers, contributing to improvements in products and services offered by the company.
- Provided excellent customer service while following through on responsibilities to customers and recovering from any errors made.
Remote Customer Service Representative
Randstad
04.2017 - 05.2019
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Assisted customers with billing issues and medical benefits.
Customer service (Team Lead)
Publix Super Markets
03.2014 - 03.2017
- Greeted customers entering store and responded promptly to customer needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
- Helped customers complete purchases, locate items, and join reward programs.
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
Retail Associate
LEGOLAND Florida
08.2011 - 02.2014
- Maintained a clean and welcoming store environment to enhance the overall shopping experience for customers.
- Assisted customers with locating specific items in the store or suggesting alternative options based on their preferences.
- Provided excellent customer service, addressing inquiries and resolving issues swiftly.
- Collaborated with team members to achieve daily sales goals and exceed performance targets.
- Greeted customers, helped locate merchandise, and suggested suitable options.
- Organized store merchandise racks and displays to promote and maintain visually appealing environments.
- Answered questions about store policies and addressed customer concerns.
- Enhanced customer satisfaction by providing personalized assistance and product recommendations.
Education
Bachelor of Science - Nursing, (RN)
Florida Agricultural And Mechanical University
12.2019
High School Diploma -
Winter Haven Senior High School
06.2014
Skills
- Team Player
- Dependable
- Well organized
- Ability to complete tasks in a timely manner
- Ability to multi-task
- Extremely productive in a high-volume stress environment
- Excellent knowledge of computers
- Phone skills
- Typing skills
- Knowledge in medical terminology
- Computer Proficiency
- Assertiveness
- Technical Support
- Microsoft Outlook
- Live chat support
- Typing Speed
- Professional telephone demeanor
- Clerical Support
- Call Center Operations
- Recordkeeping strengths
- Payment handling
- Customer Service
- Critical Thinking
- Call Management
- Prioritization
- Active Listening
Timeline
Remote Customer Service Advocate
First Love & Care, LLC
12.2022 - 09.2024
Chat Agent Senior Associate
Patlive
06.2019 - 12.2022
Remote Customer Service Representative
Randstad
04.2017 - 05.2019
Customer service (Team Lead)
Publix Super Markets
03.2014 - 03.2017
Retail Associate
LEGOLAND Florida
08.2011 - 02.2014
High School Diploma -
Winter Haven Senior High School
Bachelor of Science - Nursing, (RN)
Florida Agricultural And Mechanical University
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