Roynedra Goodrich
Baton Rouge,LA
Summary
Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business.
Overview
5
5
years of professional experience
Work History
Customer Experience Specialist
Nations Benefits
07.2021 - Current
- Processed customer service requests via phone support and email support
- Customized CRM using the most up-to-date tools
- Noted customer correspondence in CRM to track requests, problems and solutions
- Properly diagnosed customer needs and proactively educated them about the features and benefits of company products and services
- Guided customers through troubleshooting, navigating the company website/mobile app or using digital tools
- Documented customer correspondence in CRM to track requests, problems and solutions
- Assisted member with placing orders for otc items
- Schedule appointments for members for hearing aids.
Customer Service Representative
SENTURE
02.2020 - 07.2021
- Documented customer correspondence in CRM to track requests, problems and solutions
- Assisted customers with making payments or establishing payment plans to bring accounts current
- Upheld quality control policies and procedures to increase customer satisfaction
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions
- Relayed customer feedback to cross-functional teams to improve products and services
- Trained new hires on products and services, best practices and protocols to reduce process gaps.
Customer Accounts Rep
At Home Care Inc.
01.2019 - 02.2020
- Reviewed daily customer transactions, open and closed account reports to verify accuracies and keep all customer information current
- Maintained customer database by entering any new and updated customer and account information
- Satisfied customer queries over phone and email to maintain positive patient-provider relationships.
Education
Associate Degree -
Hind Community College
Skills
- Efficient and Detail-Oriented
- Email Support
- Understanding Customer Needs
- Creative Problem Solving
- Call Documentation
- Order and Refund Processing
- Salesforce
- Data Entry
- CRM Software
- LiveChat
- Microsoft Office
- Billing Adjustments and Refunds Review
- Analytics
Timeline
Customer Experience Specialist
Nations Benefits
07.2021 - Current
Customer Service Representative
SENTURE
02.2020 - 07.2021
Customer Accounts Rep
At Home Care Inc.
01.2019 - 02.2020
Associate Degree -
Hind Community College
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