Robin Overby
Kokomo,IN
Summary
Dedicated work-from-home customer representative with excellent
communication skills and a proven track record of providing exceptional customer service. Proficient in handling inquiries, resolving issues, and ensuring customer satisfaction. Adaptable, detailed-oriented, and committed to maintaining a positive customer service experience in a remote environment.
Overview
27
27
years of professional experience
Work History
Transportation Driver
PTI Transportation
Peru, IN
03.2024 - Current
- Enhanced customer satisfaction by providing timely and professional transportation services.
- Demonstrated excellent time management skills, consistently meeting tight deadlines and maintaining punctuality for all scheduled routes.
- Coordinated efficient routes to avoid delays and optimize schedules.
- Provided exceptional customer service during pick-up and delivery interactions, addressing concerns promptly and professionally.
- Communicated with passengers to provide information and assistance for excellent customer service and positive experiences.
Customer Care Representative
Conduent
Kokomo, IN
05.2020 - 11.2023
- Answered customer inquiries and provided accurate information regarding products and services.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Developed strong relationships with customers by providing personalized assistance and support.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Upheld quality control policies and procedures to increase customer satisfaction.
Customer Care Representative
Over The Road Transportation
Peru, IN
05.2019 - 07.2022
- Provided product information and recommendations to enhance customer satisfaction
- Handled high-volume calls while maintaining quality assurance standards
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
- Collaborated with other departments when necessary, ensuring seamless support for customers across multiple areas.
- Participated in ongoing training sessions, continuously enhancing product knowledge and customer service skills.
- Delivered prompt service to prioritize customer needs.
Direct Care Supervisor
Residential CRF
Indianapolis, IN
11.1998 - 09.2015
- Monitored staff's performance to ensure that quality standards were met.
- Coordinated interdisciplinary team meetings to discuss resident progress.
- Participated in on-call rotation to provide support after hours.
- Conducted regular safety inspections of the facility.
- Responded to emergency situations quickly and appropriately.
- Maintained accurate documentation of all services provided to residents.
- Performed medication administration duties as required by policy.
- Resolved conflicts between staff members or between staff and residents when necessary.
- Facilitated team building activities among direct care staff members.
- Implemented behavior management techniques as needed for residents.
- Collaborated with families and outside agencies regarding resident needs.
- Scheduled medical appointments for residents as needed.
- Worked closely with other departments within the facility to coordinate services.
- Tracked resident behaviors and daily activities.
- Transported and accompanied residents to and from medical appointments, shopping trips, recreational activities and scheduled activities.
- Communicated with patients with compassion while keeping medical information private.
Education
Business Administration and Management
Ivy Tech Community College
Kokomo, INMedical Billing and Coding
Med Tech College - Indianapolis
Indianapolis, INHigh School Diploma -
Haworth High School
Kokomo, INSkills
- Email Correspondence
- Customer Service
- Appointment Scheduling
- Inbound Customer Service
- Customer Relationship Management
- Documentation and Reporting
- Conflict Mediation
- Customer Relations
- Problem Resolution
- Call Documentation
- De-Escalation Techniques
- Needs Assessment
- Quality Control
- Calm and Professional Under Pressure
- Product and Service Knowledge
- Teamwork and Collaboration
- Route Management
- Customer Service Excellence
- Account Updates
- Understanding Customer Needs
- Medical Terminology Knowledge
- Document and Records Management
Timeline
Transportation Driver
PTI Transportation
03.2024 - Current
Customer Care Representative
Conduent
05.2020 - 11.2023
Customer Care Representative
Over The Road Transportation
05.2019 - 07.2022
Direct Care Supervisor
Residential CRF
11.1998 - 09.2015
Medical Billing and Coding
Med Tech College - Indianapolis
High School Diploma -
Haworth High School
Business Administration and Management
Ivy Tech Community College