SHELLEY CAMPBELL

• Use problem solving skills, in conjunction with tools and resources, to resolve non-standard and/or escalated issues
• Answer questions independent of decision-support tools; including handling escalated calls from other customer service advisor
• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)
• Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
• Clarify customer requirements; probe for understanding
• Solve problems or offer solutions that are that are generally unstructured and require extensive clarification
• Maintain in-depth knowledge of client products and/or services
• Prepare complete and accurate work including appropriately notating accounts as required
• Participate in activities designed to improve customer satisfaction and business performance
• Offer additional products and/or services
• Adhere to shift schedules and maintain acceptable attendance. Provide required notification of absence according to company policy

Enhanced patient care by accurately processing prescription requests in a timely manner.

• Solved customer problems over telephone by providing assistance with placing orders and navigating systems
• Answered incoming phone calls and addressed questions from customers.
• Increased customer satisfaction by delivering friendly, personalized service during transactions.

• Developed strong relationships with families, providing regular updates on child progress and establishing trust.
• Sanitized dishes, tabletops, toys, and frequently touched surfaces to prevent spreading of germs.
• Developed age-appropriate activities and crafts to engage children.
• Maintained clean facilities by following sanitation protocols, ensuring a healthy environment for all children.

• Handled customer inquiries and suggestions courteously and professionally.
• Managed situations effectively, maintaining professionalism under pressure
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.