Open To Work
Teneille Boyd
Customer Service Representative
Fulton,MS
Summary
Dynamic Customer Care Representative with 8 years of experience in addressing customer requests and concerns with precision. Proven expertise in delivering relevant information and tailored solutions to effectively resolve issues, ensuring high levels of customer satisfaction. Recognized for an upbeat and energetic approach, skillfully navigating difficult situations through resourcefulness and adaptability. Committed to fostering positive customer relationships and enhancing overall service quality.
Overview
11
11
years of professional experience
Work History
Customer Care Representative
Everise
10.2024 - 02.2026
- Developed rapport with customers by employing active listening techniques and providing empathetic responses to strengthen relationships.
- Managed over 60 inbounds calls a day.
- Improved customer satisfaction by proactively managing inquiries and swiftly resolving issues.
- Utilized multiple computer systems and applications to efficiently locate and access information.
- Monitored and managed customer calls to meet established guidelines for service levels, handle time, and productivity.
- Collaborated with team members to streamline processes and improve response times.
Alorica Customer Service Representative
Alorica/Express Scripts
11.2021 - 09.2024
- Resolved customer inquiries and delivered precise information regarding products and services.
- Oversaw the accurate processing of prescription orders, adhering to strict timelines for delivery.
- Handled customer inquiries promptly, fostering high satisfaction through effective communication and problem-solving.
- Managed customer interaction tracking through CRM software to optimize response strategies and improve service quality.
- Utilized empathetic communication to resolve customer issues, contributing to increased loyalty and repeat patronage.
Customer Service Representative
Sitel Group
03.2018 - 08.2021
- Provided comprehensive support to patients by clarifying insurance benefits and guiding them through claims processing.
- Managed coordination of appointment scheduling to enhance operational efficiency and patient experience.
- Facilitated patient education on healthcare services to enhance understanding and compliance.
- Developed and delivered comprehensive training programs to enhance new representatives' proficiency in customer service protocols and tools.
- Identified and implemented strategies to enhance operational processes and service delivery.
Customer Support Specialist
Teleperformance
03.2015 - 01.2018
- Addressed customer inquiries across multiple communication channels to enhance satisfaction and retention.
- Conducted analysis of customer feedback to uncover trends, supporting strategic improvements in service delivery and product offerings.
- Designed and implemented training materials for new team members to enhance knowledge and efficiency in support operations.
- Engaged with cross-functional teams to refine processes, leading to increased response speed and enhanced service accuracy.
Education
High School Diploma -
Weir High School
Weir, MS05-2008
Skills
- Customer service proficiency
- Telecommunications support expertise
- CRM software
- Empathy and patience
- Effective listening
- Adaptability and flexibility
- Security verification
- Salesforce CRM and Call metrics
- Microsoft office
Timeline
Customer Care Representative
Everise
10.2024 - 02.2026
Alorica Customer Service Representative
Alorica/Express Scripts
11.2021 - 09.2024
Customer Service Representative
Sitel Group
03.2018 - 08.2021
Customer Support Specialist
Teleperformance
03.2015 - 01.2018
High School Diploma -
Weir High School