Victoria Marie Boyd
Kankakee,IL
Summary
My passionate is customer service because I genuinely enjoy connecting with people. Before transitioning into this field, I worked as a Certified Nursing Assistant (CNA) also provided support as a Direct Support Professional (DSP). In 2016, after injuring my back, I made the decision to return to school and pursue a new path. I earned my degree in Medical Billing and Coding, as well as Health Administration, graduating with a 3.2 GPA. I’m eager to apply what I’ve learned and grow in the in this field.
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Overview
9
9
years of professional experience
Work History
Customer Services Rep
LaSalle Network
09.2023 - Current
- Managed customer inquiries, providing timely and accurate information to enhance satisfaction.
- Developed and implemented process improvements to streamline operations and reduce response times.
- Collaborated with cross-functional teams to address client needs and improve service delivery.
- Trained new representatives on company policies, procedures, and effective communication techniques.
- Implemented strategic plans that increased efficiency in handling customer interactions and operational workflows.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Benefits Specialist
Temp Agency
10.2019 - 08.2020
- Managed employee benefits enrollment processes to ensure compliance and accuracy.
- Developed training materials for staff on benefits programs and policies.
- Analyzed benefit plan performance metrics to identify areas for improvement.
- Streamlined communication between employees and insurance providers to enhance service delivery.
- Facilitated benefits enrollment process, ensuring compliance with regulations and organizational policies.
- Managed documentation processes related to employee benefits selections, maintaining accuracy and confidentiality.
Customer Support Specialist
Arise Platform
08.2016 - 09.2019
- Resolved customer inquiries through various communication channels, ensuring timely and accurate responses.
- Collaborated with cross-functional teams to enhance support processes and improve customer satisfaction.
- Developed and maintained knowledge base articles to empower customers with self-service options.
- Trained new team members on customer support protocols and system usage for efficient onboarding.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Education
Associate of Science - Medical Billing and Coding
Colorado Tech University
Colorado Springs01.2019
Associate degree - Health Administration
University of Phoenix
Phoenix, AZ01.2015
Skills
- Customer Services
- Excel Spread sheet
- Microsoft Office
- Good proofreader
- Empathy is my best quality
- Data entry
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
LANGUAGES
English
INTERESTS
My goal is to find a billing and coding position or benefit verification rep.
Section name
Goals: To obtain a forever home in a dynamic and innovative organization.
Timeline
Customer Services Rep
LaSalle Network
09.2023 - Current
Benefits Specialist
Temp Agency
10.2019 - 08.2020
Customer Support Specialist
Arise Platform
08.2016 - 09.2019
Associate of Science - Medical Billing and Coding
Colorado Tech University
Associate degree - Health Administration
University of Phoenix