Roseanna Payton
Orang,TEXAS
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities. Enthusiastic client services professional with a strong background in directly interfacing with industry customers. Well-versed in products, services, and consumer trends. Dependable achiever committed to holding the highest ethical standards and maintaining customer trust. A highly-motivated employee with a desire to take on new challenges. Strong worth ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Hawx Pest Control
Houston, TX
07.2022 - Current
- 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.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Made outbound calls to obtain account information.
Payment Processing Specialist
CMI Group
Houston, TX
11.2021 - 05.2022
- Performed data import, scanning or manual keying processes to verify invoice accuracy.
- Answered customer invoice questions and resolved issues discovered during invoicing and collection process.
- Verified patient insurance coverage, created financial plan according to treatment schedules for collections and communicated between patient and billing company regarding health insurance.
- Processed and sent invoices, adjustments and credit memos to customers.
- Submitted claims to insurance companies and researched and resolved denials and explanations of benefit rejections.
- Reviewed and analyzed contracts to resolve billing issues with vendors and carriers.
- Investigated billing discrepancies and implemented effective solutions to resolve concerns and prevent future problems.
- Generated reports to offer exposure and risk guidance to functional counterparts and facilitate audits.
- Kept accounts receivable tracking database current with relevant client information, collection and billing progress and program changes.
Supervisor
Jack in the Box
Orange, Texas
04.2014 - 01.2022
- Monitored employee productivity to provide constructive feedback and coaching.
- Complied with company policies, objectives and communication goals.
- Coordinated employee schedules according to shift changes and availability.
- Provided ongoing training to address staff needs.
- Reviewed completed work to verify consistency, quality and conformance.
- Established and enforced clear goals to keep employees working collaboratively.
- Responded to customer questions regarding products, prices and availability.
- Resolved customer complaints and adjusted policies to meet changing needs.
- Maintained operating schedules to provide effective coverage for key areas and achieve objectives.
- Identified and corrected performance and personnel issues to reduce impact to business operations.
- Planned and managed resources to consistently meet production, quality and cost goals.
Sales Associate
PODS Moving & Storage
Houston, TX
05.2021 - 10.2021
- Helped customers find specific products, answered questions and offered product advice.
- Engaged customers in friendly, professional dialogue to determine needs.
- Answered incoming telephone calls to provide store, products and services information.
- Collected payments and provided accurate change.
- Assessed customer needs to provide assistance and information on product features.
- Built and maintained relationships with peers and upper management to drive team success.
- Sold various products by explaining unique features and educating customers on proper application or usage.
Customer Service Cashier
7 Eleven Store
Orange, TX
03.2020 - 12.2020
- Collected credit card and cash payments to complete transactions for customer orders.
- Greeted customers and responded to informational requests.
- Handled customer complaints and concerns promptly, escalating complex issues to direct supervisor for quick resolution.
- Built loyal clientele through friendly interactions and consistent appreciation.
- Refilled and rotated items on shelves to maintain well-stocked inventory.
- Maintained cleanliness and presentation of stock room and production floor.
- Processed credit card, EBT and gift certificate payments in electronic computer systems.
- Informed customers of in-store promotions or pricing specials.
- Answered product questions with up-to-date knowledge of sales and store promotions.
- Recommended, selected, located and obtained products to meet customer needs.
Housekeeping Attendant
Baptist Memorial Hospital
Houston, TX
02.2016 - 11.2016
- Removed trash from rooms and replaced liners to wastebaskets.
- Inspected each room for cleanliness, utilizing checklist to meet company standards.
- Maintained lobbies, guest rooms and halls, keeping safe environment for patrons.
- Polished and sanitized floors, counters, bathtubs and window sills.
- Replenished guest supplies and amenities.
- Reported guest issues, safety and maintenance concerns immediately to supervisor.
- Interacted pleasantly with clients and guests when performing daily duties.
- Furnished guests with clean linens and supplied rooms with toiletries.
- Cleaned and dusted cobwebs on light fixtures, baseboards and window sills.
- Washed and polished glass windows and doors to keep entryways clear and professional.
- Removed soiled linens and articles from rooms and delivered to laundry area.
Customer Service Representative
Sirius XM
Houston, TX
01.2014 - 04.2016
- 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.
- Answered inbound calls, chats and emails to facilitate customer service.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Developed strong customer relationships to encourage repeat business.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Consulted with customers to resolve service and billing issues.
- Set up and activated customer accounts.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
Education
High School Diploma -
West Orange-Stark High School
Orange, TX05.2004
Skills
- Staff Training
- Travel Planning
- Customer Service
- [Type] Industry Regulations Knowledge
- Report Creation
- Receiving Support
- Calendaring
- Conflict Resolution
- Documentation
- Customer Relationship Management (CRM)
- Warranty Service
- Scheduling
- Product Education
- Professional Telephone Demeanor
- Reading Comprehension
- Problem-Solving Abilities
- Data Entry
- Upselling and Cross-Selling
- Microsoft Outlook
- Customer Relations
- Sales Expertise
- Sales Closing
- Prioritization
- Critical Thinking
- Quality Assurance Controls
- Shipping and Receiving Understanding
- Service Upselling
- Report Generation
- Microsoft Office Expertise
- Product Knowledge
- Credit Card Payment Processing
- Data Collection
- Computer Proficiency
- Proofreading
- Researching
- Problem Resolution
- Call Triaging
- Research
- Senior Leadership Support
- Spreadsheets
- Microsoft PowerPoint
- Team Development
- Account Updating
- Active Listening
- Lead Generation
- Filing
- CRM Software
- Grammar
- Order Processing
- Call Center Operations
- Project Management Abilities
- Route dispatch
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Fall seven times; stand up eight.
Japanese proverb
Timeline
Customer Service Representative
Hawx Pest Control
07.2022 - Current
Payment Processing Specialist
CMI Group
11.2021 - 05.2022
Sales Associate
PODS Moving & Storage
05.2021 - 10.2021
Customer Service Cashier
7 Eleven Store
03.2020 - 12.2020
Housekeeping Attendant
Baptist Memorial Hospital
02.2016 - 11.2016
Supervisor
Jack in the Box
04.2014 - 01.2022
Customer Service Representative
Sirius XM
01.2014 - 04.2016
High School Diploma -
West Orange-Stark High School
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