Valerie Cerant
Brandon,FL
Summary
A detailed-oriented and customer focused professional with strong organizational skills - I have the ability to handle multiple projects simultaneously with a high degree of certainty.
Overview
13
13
years of professional experience
Work History
Member Support Specialist
NationsBenefits
04.2024 - Current
- Provided support in monitoring and approving high call volumes associated with hearing-aid order requests.
- Supported our members in obtaining appropriate financing solutions to complete their orders and enhance overall sales outcomes.
- Safeguarding personal and health information relating to HIPAA.
- Coordinated benefit verification and approval processes for hearing-aid services.
Results Associate
ResultsCX
08.2023 - 03.2024
- Managed customer interactions with a focus on increasing satisfaction, utilizing scripted greetings.
- Handled utility bill payments and online order placements, ensuring seamless customer transactions.
- Delivered comprehensive information about health care plan benefits to members, fostering informed decision-making.
- Adapted to fluctuating business needs, demonstrating flexibility and commitment.
- Contributed to business growth by meeting set work hours during peak seasons.
Customer Service Voice Agent
Chewy
09.2022 - 12.2022
- Efficiently managed inbound customer service calls, ensuring minimal wait times.
- Processed order replacements and refunds, demonstrating strong problem-solving skills.
- Handled pharmacy and vet clinic requests, showcasing detail-focused approach.
- Maintained and updated client records, reflecting organizational skills.
Quality Assurance Specialist
Gubagoo
01.2017 - 01.2021
- Progressed from Virtual Chat Specialist to Quality Assurance Specialist within a year at Gubagoo.
- Implemented detailed test plans and cases, enhancing the quality control process.
- Boosted team performance by educating members on QA metrics and standards.
- Collaborated with upper management to maintain high-quality standards across the board.
- Contributed to audit reporting through meticulous logging of findings.
Dispatcher
C.O.P.S. Monitoring
06.2015 - 11.2016
- Managed high-volume inbound and outbound calls for commercial and residential alarm clients.
- Provided critical emergency assistance to customers, ensuring their safety and security.
- Efficiently monitored and maintained dispatch communication systems, ensuring seamless operations.
- Performed data entry tasks, demonstrating attention to detail and accuracy.
Front End Cashier
Kmart
04.2015 - 06.2015
- Organized inventory ensuring optimal product availability.
- Processed customer transactions efficiently using different payment methods.
- Collaborated effectively with team and managers, gaining cross-functional experience.
- Contributed to store's smooth operation through diligent administrative tasks.
Customer Service Representative
Teleperformance
12.2014 - 03.2015
- Managed customer inquiries, driving sales through effective communication.
- Updated customer accounts, ensuring accurate record-keeping.
- Troubleshot equipment and system issues, improving customer satisfaction.
- Handled high call volume, maintaining excellent service standards.
Team Member
Taco Bell
06.2013 - 03.2015
- Handled cash transactions, ensuring accuracy and accountability at the designated register as well as the drop box.
- Facilitated food preparation and storage, adhering to strict health and safety guidelines.
- Trained and mentored new team members, to abide by company procedures and safety requirements.
- Maintained clean and organized work areas, enhancing team efficiency and promoting safety.
- Contributed to a positive team environment, supporting colleagues and enhancing customer satisfaction.
Education
High School Diploma -
Deerfield Beach High School
Deerfield Beach, FL06-2013
Associate of Arts - Computer Science
Broward College
Fort Lauderdale, FLSkills
- Microsoft Office 360
- QA
- Interpersonal & Leadership Skills
- Database Research
- Data Entry
- Remote Team Coordinator
- Administrative Support
- Computer Literacy
- Authorization & Claims Processing
- CRM Systems
- Order Processing
- Conflict Resolution
- Digital Communication Tools: (E-mail, Chat, Zendesk, Slack, Teams)
LANGUAGES
English - Native
Haitian/Creole - Highly proficient
Timeline
Member Support Specialist
NationsBenefits
04.2024 - Current
Results Associate
ResultsCX
08.2023 - 03.2024
Customer Service Voice Agent
Chewy
09.2022 - 12.2022
Quality Assurance Specialist
Gubagoo
01.2017 - 01.2021
Dispatcher
C.O.P.S. Monitoring
06.2015 - 11.2016
Front End Cashier
Kmart
04.2015 - 06.2015
Customer Service Representative
Teleperformance
12.2014 - 03.2015
Team Member
Taco Bell
06.2013 - 03.2015
High School Diploma -
Deerfield Beach High School
Associate of Arts - Computer Science
Broward College