Samentha Garcon
Summary
Dynamic professional with a proven track record at Nations Benefits, adept in customer support and CRM software. Excelled in resolving customer issues, enhancing member experience, and managing high-volume call environments. Demonstrated exceptional relationship-building skills and attention to detail, significantly improving customer satisfaction and retention.
Overview
5
5
years of professional experience
Work History
Member Experience Specialist
Nations Benefits
12.2022 - 11.2024
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
- Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions.
- Managed fast-paced call center work to assist high volume of daily customers using multiple internal databases and systems.
- Documented and detailed calls and complaints using call center's CRM database.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
Chat Support Representative
Walmart
08.2020 - 12.2022
- Managed timely and effective replacement of damaged or missing products.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Identified and resolved discrepancies and errors in customer accounts.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Met customer guidelines for service levels, handle time and productivity.
Call Center Representative
Alorica
09.2019 - 07.2020
- Demonstrated strong problem-solving skills by resolving customer issues during first call.
- Recorded customer interactions, inquiries and comments in customer service database for traceability.
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Strengthened communication skills through regular interactions with others.
- Managed customer calls effectively and efficiently in complex, fast-paced and challenging call center environment.
Education
High School Diploma -
North Miami Senior High
North Miami, FL06-2019
Skills
- Member account management
- Customer support
- Call center experience
- Relationship building
- Healthcare
- CRM software
- Attention to detail
- Quality assurance
- Complaint resolution
- Multi-task management
- Patient confidentiality
- Data entry proficiency
Languages
English
Native or Bilingual
Haitian Creole
Native or Bilingual
Timeline
Member Experience Specialist
Nations Benefits
12.2022 - 11.2024
Chat Support Representative
Walmart
08.2020 - 12.2022
Call Center Representative
Alorica
09.2019 - 07.2020
High School Diploma -
North Miami Senior High
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