Tralycia Young
1861 NW 207th St, Apt 205 Miami Gardens,FL
Summary
Customer Service Professional with over 10 years of experience in delivering exceptional support across various channels, including phone, email, and chat. Demonstrates a proven ability to troubleshoot technical issues and manage customer relationships effectively, leading to improved customer satisfaction rates. Proficient in CRM and support platforms such as Zendesk, Freshdesk, and Salesforce, while consistently handling a high volume of inquiries. Committed to enhancing service quality and contributing to organizational success through ethical practices and attention to detail.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Claims Resolution Specialist
Focus Insurance Agency (Remote)
, FL
03.2023 - 08.2024
- Referred questionable claims to investigators or claims adjusters for investigation or settlement.
- Handled questionable claims by escalating to investigators and claims adjusters.
- Verified information listed on forms against other sources and by inquiring directly with claimants.
- Examined claims investigated by insurance adjusters, further investigating questionable claims to determine whether to authorize payments.
- Prepared reports of findings of investigation.
- Documented, researched, and resolved customer service issues.
Customer Service Representative
Cxperts Remote
08.2022 - 03.2023
- Resolved complex customer issues with patience and understanding.
- Streamlined customer service processes, reducing wait times and improving efficiency.
- Handled customer inquiries, complaints, and requests via telephone, email, and chat.
- Tracked customer interactions with CRM software to provide extra support and expertise when needed.
- Listened to customer requests and specifications and made suggestions to appropriately fulfill needs.
- Maintained a 98% customer satisfaction rate, receiving positive feedback from customers for problem-solving abilities and clear communication.
- Managed 70 + inbound customer service inquiries daily.
Client Advisor
Louis Vuitton - LVMH
, FL
01.2020 - 08.2022
- Collaborated in a team to provide exceptional customer experiences
- Demonstrated heightened interpersonal skills while assisting clients in placing orders for luxury items
- Cultivated curiosity to discover and delight a diverse clientele with world-class service
- Provided detailed information on Louis Vuitton products to meet customer and client needs
- Contributed to the creation of memorable experiences for clients, fostering a positive brand image
- Addressed any concerns or questions from clients promptly and professionally.
Patient Registrar
Aventura Hospital
Aventura, FL
12.2018 - 01.2020
- Assisted patients with health insurance inquiries, addressing concerns with clarity and empathy
- Welcomed patients, guiding them through the registration sign-in process
- Meticulously proofread documents to maintain precision in paperwork
- Provided clear instructions, directing patients to specific areas such as the outpatient unit and cardiac care floor
- Coordinated with various departments to ensure smooth patient flow throughout facility.
- Ensured compliance with HIPAA regulations while handling sensitive patient information.
Guest Service Agent
Carnival Cruise Lines
, FL
01.2017 - 12.2018
- Oversaw guest check-in and check-out procedures, including reservations and payments
- Provided prompt and friendly correction of guest issues, demonstrating knowledge and professionalism
- Managed customer complaints, ensuring complete satisfaction by resolving issues effectively
- Applied resourceful and actionable solutions to address guest challenges and complaints
- Greeted arriving guests, offering assistance and facilitating smooth check-ins for a positive guest experience
- Managed front desk operations, ensuring efficient guest check-in and checkout processes.
- Worked with Zendesk to track and resolve customer issues, meeting KPIs such as response time and first contact resolution
- Resolved guest complaints professionally and courteously.
- Managed guest complaints with empathy and efficiency, ensuring satisfaction.
Customer Account Executive
Comcast
Miramar, FL
05.2013 - 01.2017
- Provided prompt and knowledgeable service to cultivate customer loyalty and strengthen relationships
- Prevented customer churn and service downgrades by leveraging in-depth knowledge of company offerings and industry competitors
- Overcame objections through a consultative approach and scripted responses, ensuring customer satisfaction
- Pursued sales goals with a competitive mindset, embracing a continuous improvement attitude
- Identified upsell opportunities during support calls, contributing to a 15% increase in monthly revenue.
- Identified new sales opportunities through proactive follow-up on inbound leads
- Led sales team training, improving overall performance metrics.
- Exceeded quarterly sales targets through effective pipeline management
- Trained and Mentored junior customer service agents, improving overall team performance and customer service quality.
Education
Associate of Science - Nursing RN
Concorde Career College
Miramar, FL10-2019
Skills
Exceptional customer service
Strong interpersonal skills
Time management & Multitasking
Multichannel Support
CRM Tools
Sales & Upselling
Team Collaboration
Live Chat Support
Email Support
Organizational skills
Data entry proficiency
Healthcare experience
Client interaction
Financial services
Cash handling
Vitals monitoring
Task prioritization
Patient care
Problem-solving
Team player
Adaptability
Conflict resolution & Deescalation
Microsoft Office proficiency
Accomplishments
"Perfect Attendance Award"
"Kudos for Outstanding Service"
"Top Sales Performer"
"Extra Mile Award"
Certification
- Certified CPR
- Certified BLA
- Certified NYS Infection control
Timeline
Claims Resolution Specialist
Focus Insurance Agency (Remote)
03.2023 - 08.2024
Customer Service Representative
Cxperts Remote
08.2022 - 03.2023
Client Advisor
Louis Vuitton - LVMH
01.2020 - 08.2022
Patient Registrar
Aventura Hospital
12.2018 - 01.2020
Guest Service Agent
Carnival Cruise Lines
01.2017 - 12.2018
Customer Account Executive
Comcast
05.2013 - 01.2017
- Certified CPR
- Certified BLA
- Certified NYS Infection control
Associate of Science - Nursing RN
Concorde Career College
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