Vonna Foster
Lyons,New York
Summary
As a customer service professional with several years of experience, bringing exceptional communication skills, a dedication to solving problems, and an unwavering commitment to customer satisfaction to any team. The ability to remain calm, empathetic, and positive under pressure has helped to consistently exceed expectations, while having strong organizational skills and attention to detail ensure that every issue is fully resolved. With a proven track record of building rapport with clients/customers and successfully managing difficult situations.
Overview
6
6
years of professional experience
Work History
Customer Service Associate
Shyftoff
02.2023 - Current
- Performed over 30 inbound phone and video customer service/technical support.
- Handled technical support questions via phone, with video capability.
- Researched, analyzes and determines appropriate course of action for TurboTax customers.
- Interacted with customers via phone focusing on software navigation questions as well as assisting customer with locating prior years’ returns and amendments.
- Served as ambassador for Intuit brand; take caring and empathetic approach to customer interactions and/or escalation to higher levels of expertise.
- Documented all issues, resolution and follow up actions.
Gig/Temp - Member Support Specialist
Businessolver
10.2022 - 12.2022
- Maintained updated knowledge of medical and insurance terminology and internal processes and industry best practices to optimize service delivery
- Learned internal systems and related service role duties to provide skilled team backup in handling employee demands
- Increased overall member satisfaction by meeting and exceeding support metrics and service levels
- Ensured compliance with HIPPA regulations
- Communicated and provide support to members over chat, email and occasionally phone in ways that embodies company mission and values
- Worked in close partnership with peers and cross-functional teams to identify data needed to complete cases
- Performed outreach to members to obtain details on medical claims.
People Center Specialist
H&R Block
06.2022 - 10.2022
- Cross trained in multiple departments to know all company needs and train new employees.
- Analyzed and updated all necessary changes to Salesforce software
- Responded to customer calls and emails to answer questions about products and services.
- Customized CRM using most up-to-date tools (I.e Workflows, triggers).
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Properly diagnosed customer needs and proactively educated them about features and benefits of company products and services.
- Guided customers through troubleshooting, navigating company websites/mobile apps or using digital tools.
- Worked with external teams to understand business needs and changing strategies.
- Responded to customer calls and emails to answer questions about products and services.
Member Support Specialist
Weight Watchers International
11.2021 - 04.2022
- Provided support to members servicing various product questions or issue resolution via inbound emails, chat and data entry.
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Answered member chat/data entry, emails, and phones regarding billing, products, service questions, and general concerns.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Served as champion of company brand and helped save membership through communication and brand awareness.
- Upheld quality control policies and procedures to increase customer satisfaction.
Customer Service Specialist
Direct Interactions
03.2020 - 06.2021
- Handled high volume inbound chats and calls daily utilizing courteous and professional manner to collect claims information accordingly.
- Maintained customer database by entering any new and updated customer and account information.
- Handled multiple concurrent chats while maintaining average response time.
- Documented all encounters with clear and concise logs.
- Kept records of customer interactions, recording details of inquiries, complaints, or comments, as well as actions taken.
- Processed unemployment claims and resolved any issues that may arise due to issues on accounts using company policy and protocols.
Guide Representative
Assurance
01.2017 - 03.2018
- Conducted client or market research surveys to obtain information about potential customers
- Cold called approximately 10 calls per hour from potential customers interested in insurance who have been solicited through advertisements or came through phone systems as interested.
- Obtained caller information such as name, address and asked pre-questions in order to transfer interested customers to correct lines of insurance.
- Followed scripts on screen thoroughly and accurately.
Education
Associate of Applied Science - Business Administration
Finger Lakes Community College
Canandaigua, NY08.2017
Skills
- Trained in Salesforce
- Verbal Communication
- Negotiation
- Customer Service
- Prioritizing Calls
- Product Knowledge
- Customer Data Confidentiality
- First-Tier Technical Support
- Sales and Upselling
- Customer Relationship Management
- Email Etiquette
- Problem Resolution
Timeline
Customer Service Associate
Shyftoff
02.2023 - Current
Gig/Temp - Member Support Specialist
Businessolver
10.2022 - 12.2022
People Center Specialist
H&R Block
06.2022 - 10.2022
Member Support Specialist
Weight Watchers International
11.2021 - 04.2022
Customer Service Specialist
Direct Interactions
03.2020 - 06.2021
Guide Representative
Assurance
01.2017 - 03.2018
Associate of Applied Science - Business Administration
Finger Lakes Community College
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