Saharah McDonald
Plant City,FL
Summary
Experienced Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at identifying customers needs and finding win-win solutions.
Overview
5
5
years of professional experience
Work History
Medicare Customer Service Representative
Molina Healthcare
Tampa, FL
08.2022 - 03.2024
- Answered high volume calls with the highest level of professionalism and knowledgeable service to every customer.
- quickly worked through scripts to address problems.
- Responded to beneficiary questions regarding plan benefits and eligibility determination.
- Relayed balances on members over the counter cards and investigated any transactional disputes
- Met or exceeded call speed, accuracy and quality benchmarks on consistent basis.
Call Center Team Lead
Wipro
Tampa, FL
04.2021 - 08.2022
- took over escalated calls and remained calm and focused diffusing member frustrations by identifying needs and offering solutions
- navigated through computer systems to review information and respond appropriately
- maintained strong call control
- created positive experiences through empathy, patience, and customer satisfaction driven interactions
- Kept records of customer interactions thoroughly documenting details of inquiries.
Call Center Representative
U-HAULS
Tampa, Florida
05.2020 - 07.2021
- Collected source data such as customer name, address, phone number, credit card information and entered data into various customer service software
- Took inbound sales calls and transferred those calls to the appropriate sales personnel
- Helped to act as liaison between the sales department and potential new customers
- Created positive and rewarding client experiences through empathetic and helpful customer interactions.
Brand Ambassador
MOR-TV
Tampa, FL
02.2020 - 03.2023
- Organized and carried out promotional events by setting up and tearing down event sites to interact with potential customers and promote service
- Took high-quality photographs of products and actions to support social media campaigns
- Worked closely with team members to deliver project requirements, develop solutions, and meet deadlines.
Key Holder
Shoe Show Inc.
Lakeland, FL
08.2019 - 12.2019
- Calculated pricing, scanned tags, applied discounts, collected payment, and offered receipts to process transactions while keeping an organized drawer
- Prepared and submitted accurate nightly bank deposits
- Packaged and labeled online orders and prepared them for shipment
- Readied merchandise for sales floor by marking items with identifying codes and up to date pricing
- Responded to customer inquiries and delivered appropriate information after carefully researching issues according to store policy.
Education
Associates Degree in Psychology -
Hillsborough Community College
Plant City, FL05.2022
High School Diploma -
Strawberry Crest High School
Skills
- De-Escalation Techniques
- Calm and Professional Under Pressure
- Customer Service Excellence
- High-Energy Attitude
- Professional Phone Voice
- Problem Resolution
- Multitasking and Prioritization
- Understanding Customer Needs
- Documentation
Accomplishments
- Number one performer within company for Medicare
- Promoted to team lead to take escalated calls and assist other team members
- Consistently maintained high customer satisfaction ratings
- awarded for meeting quality metrics for quarter
Timeline
Medicare Customer Service Representative
Molina Healthcare
08.2022 - 03.2024
Call Center Team Lead
Wipro
04.2021 - 08.2022
Call Center Representative
U-HAULS
05.2020 - 07.2021
Brand Ambassador
MOR-TV
02.2020 - 03.2023
Key Holder
Shoe Show Inc.
08.2019 - 12.2019
Associates Degree in Psychology -
Hillsborough Community College
High School Diploma -
Strawberry Crest High School
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