SaqVona Dent
Augusta,GA
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
USAA
Augusta, GA
01.2022 - Current
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Set up and activated customer accounts.
- Assisted customers with deposits, withdrawals, transfers, and other banking transactions.
- Resolved customer complaints or escalated them to the appropriate personnel as needed.
- Explained banking procedures and regulations to customers accurately.
Customer Service Representative
Convergent Outsourcing
Augusta, GA
01.2017 - 01.2022
- Contacted past due accounts to discuss payment arrangements and negotiate settlements.
- Maintained accurate records of collection efforts, including telephone conversations, letters sent, payments received and other related activities.
- Researched account information and updated customer files with relevant data.
- Reviewed delinquent accounts for possible write-offs or legal action.
- Developed relationships with customers to facilitate timely payments on overdue accounts.
- Documented changes to customer accounts in accordance with established procedures.
- Prepared monthly reports summarizing progress made towards collection goals.
- Assisted in the preparation of court documents for legal proceedings against delinquent customers.
- Processed incoming payments from customers according to company policies and procedures.
Customer Service Representative
Teleperformance USA
Augusta, GA
04.2016 - 01.2018
- Managed incoming calls from patients and other healthcare facilities to provide information or schedule services.
- Scheduled appointments for patients using the electronic health records system.
- Assisted in checking patient's insurance eligibility prior to their appointment.
- Collected payments from patients and entered them into the billing system accurately.
- Provided customer service by answering inquiries, resolving complaints, and providing general information to clients regarding healthcare services.
- Maintained client confidentiality according to HIPAA regulations at all times.
- Updated patient files in accordance with company policy and procedure guidelines.
- Processed paperwork related to medical claims processing including authorizations, referrals, pre-certifications.
- Compiled reports on patient visits for management review as needed.
Cashier
Walmart
Augusta, GA
05.2014 - 02.2016
- Greeted customers and answered any questions they had about the store's products and services.
- Verified that customers were of legal age to purchase alcohol or tobacco products.
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Counted money in cash drawer at the beginning of shift to ensure that amounts were correct and have sufficient change.
- Issued receipts, refunds, credits or change due to customers.
- Stocked shelves with merchandise when needed.
- Answered customer inquiries regarding store policies and procedures.
- Balanced daily transactions on a computerized point-of-sale system.
- Maintained cleanliness of checkout area including countertops, registers, windowsills and floors.
- Performed other duties as assigned by management.
- Operated cash register or POS system to receive payment by cash, check and credit card.
Salesperson
Waffle House
Augusta, GA
06.2012 - 01.2014
- Greeted customers, provided menus and answered questions about menu items.
- Assisted guests with making food and beverage selections.
- Took accurate food and drink orders, using a POS ordering software system.
- Delivered food to tables in a timely manner while ensuring correct temperatures were maintained.
- Checked on guests during meals to ensure satisfaction with each course.
- Cleared dishes between courses, refilled drinks as necessary and served any requested condiments or accompaniments.
- Provided excellent customer service by anticipating guest needs, responding promptly and acknowledging all guests, however busy and whatever time of day.
- Answered phone calls providing information about restaurant services, hours of operation, menu items .
- Performed opening and closing duties such as setting up the dining area, restocking supplies and checking equipment for proper functioning at the start of shifts.
Education
Bachelor of Science - Criminal Justice
University of Phoenix
Tempe, AZ02-2025
Associate of Arts - Criminal Justice
University of Phoenix
Tempe, AZ05-2023
High School Diploma -
Glenn Hills High School
Augusta, GA05-2012
Skills
- Information Security
- Call Management
- Scheduling
- Data Entry
- Complaint Resolution
- Product Knowledge
- Inbound and Outbound Calling
- Data Collection
- Payment Processing
- Store Maintenance
- Active Listening
- Problem-Solving Abilities
- Customer Relations
- Customer Consulting
- Typing 45 WPM
- Customer Service
- Computer Proficiency
- Critical Thinking
- Technical Support
- Courtroom Procedures
- Effective Communication
- Problem-Solving
- Written Communication
- Evidence Collection
- Analytical Thinking
Timeline
Customer Service Representative
USAA
01.2022 - Current
Customer Service Representative
Convergent Outsourcing
01.2017 - 01.2022
Customer Service Representative
Teleperformance USA
04.2016 - 01.2018
Cashier
Walmart
05.2014 - 02.2016
Salesperson
Waffle House
06.2012 - 01.2014
Bachelor of Science - Criminal Justice
University of Phoenix
Associate of Arts - Criminal Justice
University of Phoenix
High School Diploma -
Glenn Hills High School
Similar Profiles
Sai Sameera ChintalaSai Sameera Chintala
Software Developer at USAASoftware Developer at USAA
Elizabeth TaylorElizabeth Taylor
Associate Property Adjuster at USAAAssociate Property Adjuster at USAA
Ray MartinezRay Martinez
Director, Marketing Operations at USAADirector, Marketing Operations at USAA
Joseph HaysJoseph Hays
Assistant Vice President Corporate Staff Technology at USAAAssistant Vice President Corporate Staff Technology at USAA
Leo HooperLeo Hooper
Landscaping Crew Leader at Grizzly Landscaping and FenceLandscaping Crew Leader at Grizzly Landscaping and Fence