Terryona Small
Memphis,USA
Summary
Call center agent with over 6 years of experience, adept at leveraging attention to detail and stress management skills to elevate customer service standards. Demonstrated capability in employing innovative strategies to boost member satisfaction and retention, as evidenced by implementing cutting-edge communication techniques and data analytics. With proficiency in CRM software, MS Office, and Salesforce, this professional is poised to drive transformative customer service solutions.
Overview
6
6
years of professional experience
Work History
Post Sales Rep
Conduent
07.2024 - Current
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Streamlined call flow processes for more efficient response times and increased productivity.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
Members Service Advocate
United Health Group
08.2023 - 05.2024
- Utilize data analytics to identify trends and patterns in member feedback, providing valuable insights for improving member satisfaction and retention rates
- Leverage customer feedback and data analysis to identify opportunities for improving member satisfaction and retention rates
- Implement innovative communication strategies to enhance member engagement and promote proactive interactions, ultimately leading to increased member loyalty and satisfaction
- Remote
Customer Care Representative
Sedgwick CMS
10.2022 - 05.2023
- Identify opportunities to improve customer satisfaction by analyzing customer feedback and recommending process enhancements to management
- Utilize empathy and active listening skills to understand customer concerns and provide personalized solutions, fostering positive relationships and increasing customer satisfaction
Customer Service Agent
Aresnault
01.2020 - 06.2021
- Handled an average of80 inbound customer daily calls with a90% satisfaction rating
- Consistently exceeded monthly sales goals by up to15% by utilizing upselling and cross-selling techniques
- Collaborated with a technical team to resolve complex customer issues efficiently, resulting in a45% decrease in escalated calls
Remote Customer Service Rep
CPSI
10.2018 - 11.2019
- Deliver exceptional customer service through various communication channels, including phone calls, emails, and chat, while maintaining professionalism and empathy in all interactions
- Leverage remote communication tools effectively to ensure seamless and efficient customer service interactions
Education
High School Diploma - undefined
MASE
Memphis, TN04.2017
Skills
- CRM Software (Expert)
- Call center operations (Experienced)
- MS Office (Expert)
- De-escalation techniques (Expert)
- Talkdesk (Experienced)
- Salesforce (Expert)
- Stress management (Skillful)
- Attention to detail (Experienced)
Timeline
Post Sales Rep
Conduent
07.2024 - Current
Members Service Advocate
United Health Group
08.2023 - 05.2024
Customer Care Representative
Sedgwick CMS
10.2022 - 05.2023
Customer Service Agent
Aresnault
01.2020 - 06.2021
Remote Customer Service Rep
CPSI
10.2018 - 11.2019
High School Diploma - undefined
MASE
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