Victoria Phearson
Brentwood,MD
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Experience managing outbound and inbound calls and handling emergency issues with patience and tact.
Overview
9
9
years of professional experience
Work History
Contact Center Representative
Sunlife Insurance
11.2022 - Current
- Provided exceptional customer service by actively listening to inquiries and offering personalized solutions.
- Participated in regular team meetings, sharing insights on common issues faced by customers for collective problem-solving efforts.
- Increased first call resolution rates by utilizing comprehensive product knowledge and problem-solving skills.
- Navigated multiple software applications simultaneously, ensuring accuracy and efficiency in handling customer inquiries.
- Improved customer satisfaction by efficiently addressing and resolving issues in a timely manner.
Daycare Owner/Operator
Owner
07.2018 - 08.2022
- Organized fun-filled events and activities for children that promoted learning in an engaging manner.
- Enhanced parent satisfaction by maintaining open communication channels and addressing concerns promptly.
- Managed financial aspects of the daycare business, including budgeting, expense tracking, and revenue generation.
- Ensured a safe and nurturing environment for children through regular maintenance, staff training, and adherence to safety protocols.
Dental Receptionist
Porteous Dentist, Oak Grove Dental
06.2015 - 05.2017
- Scheduled, rescheduled, and cancelled appointments for dental patients.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Provided excellent customer service by promptly addressing patient inquiries via phone, email, or in-person interactions.
- Provided excellent customer service to create positive experiences and build patient trust.
- Communicated with insurance companies to dispute unpaid claims and verify patient coverages.
Education
Associate of Science - Dental Assisting
Diablo Valley College
Pleasant Hill, CA06.2015
Skills
- Complaint resolution
- Workload Management
- Customer Service
- Problem-solving skills
- Verbal and written communication
Timeline
Contact Center Representative
Sunlife Insurance
11.2022 - Current
Daycare Owner/Operator
Owner
07.2018 - 08.2022
Dental Receptionist
Porteous Dentist, Oak Grove Dental
06.2015 - 05.2017
Associate of Science - Dental Assisting
Diablo Valley College
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