Yvette Amakor
Houston,TX
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.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Walgreen's Pharmacy
10.2021 - Current
- Handled customer inquiries and suggestions courteously and professionally, maintaining customer satisfaction rating of 90% based on post-interaction surveys.
- Actively listen to customers, handle concerns quickly, and escalate major issues to supervisor, resulting in 25% decrease in unresolved complaints.
- Answered constant flow of customer calls with minimal wait times, maintaining average call wait time of less than 30 seconds.
- Answered customer telephone calls promptly to avoid on-hold wait times, achieving average answer time of less than 10 seconds.
- Functioned as main point of contact for customers, including plan sponsors, PSS/ISO, members, and providers, addressing their inquiries and resolving issues as "single point of contact," achieving 95% first-call resolution rate.
- Established personalized interactions based on customer preference and individualized needs, resulting in 15% increase in customer satisfaction scores.
- Cultivated trusting and caring relationships with members to fully comprehend their needs, resulting in 20% increase in member retention rates.
- Provided customers with comprehensive information, proactively addressing unasked questions and offering additional details on benefit plans, member self-service tools, and plan features, resulting in 10% decrease in follow-up inquiries.
- Employed customer service threshold framework to make sound financial decisions in resolving member issues effectively, leading to 30% reduction in customer escalations.
- Educated and assisted customers on various aspects of benefit plan information and available services, resulting in 25% increase in member utilization of self-service tools.
- Took prompt action when faced with problems or alerted to situations, resolving 90% of customer issues within 24 hours.
- Identified member needs beyond initial inquiries by skillfully answering unasked questions and providing education, resulting in 15% increase in member engagement with their health management.
- Resolved issues independently or with minimal management intervention, achieving 95% issue resolution rate without escalations.
- Responded promptly to meet customer needs and address problems, maintaining 98% customer response rate within 24 hours.
- Assisted customers by providing claim status information, interpreting benefit coverage, and explaining plan eligibility, resulting in 20% decrease in customer confusion regarding their benefits.
- Efficiently processed claim referrals facilitated new claim hand-offs, and escalated issues as necessary for grievances and appeals, achieving 90% accuracy rate in claims processing.
- Initiated outreach and welcome calls to ensure customers' expectations were met or exceeded, resulting in 15% increase in customer satisfaction during onboarding process.
- Identified emerging customer service issues and trends, developing solutions and enhancing understanding of benefit plans, leading to 10% decrease in post-enrollment member complaints.
- Collaborated with various departments to deliver client-specific presentations and resolved service issues, resulting in 20% improvement in cross-departmental coordination.
- Acted as a subject matter expert, providing technical assistance on call-related issues, products, and system applications, achieving 95% accuracy rate in providing accurate and relevant information.
- Coached, trained, and supported development of call center staff, resulting in 15% increase in first-call resolution rates among team members.
- Participated in special projects and initiatives addressing service issues, showcasing technical expertise, and contributing to 10% improvement in overall customer service performance.
- Conducted internal quality reviews and supported third-party audits, maintaining 98% compliance rate in documentation and adherence to service standards.
- Ensured accurate documentation and tracking of all customer contacts, events, and outcomes using appropriate systems and processes, maintaining 100% accuracy rate in record-keeping and reporting.
Customer Service Associate
Walmart
03.2018 - 07.2021
- Handled average of 50 customer inquiries per day via phone, email, and live chat, ensuring prompt and effective resolution of customer issues.
- Achieved customer satisfaction rating of 95% based on post-interaction surveys, consistently exceeding company's target of 90%.
- Reduced average customer wait time by 30% through efficient call routing and prioritization strategies, resulting in improved service levels and reduced customer frustration.
- Successfully resolved 80% of customer complaints at first point of contact, minimizing need for escalations and demonstrating strong problem-solving skills.
- Managed caseload of 200+ customer cases simultaneously, ensuring timely follow-up, resolution, and closure of each case within established service level agreements.
- Increased customer retention by 15% through proactive outreach and personalized assistance, resulting in improved loyalty and long-term customer relationships.
- Successfully upsold and cross-sold products to average of 10% of customers during interactions, contributing to increased revenue and promoting customer engagement.
- Handled high-volume customer service queue, consistently achieving response time of less than 2 minutes, meeting or exceeding department targets.
- Conducted monthly customer satisfaction surveys and implemented targeted improvements based on feedback, resulting in 10% increase in overall customer satisfaction scores over course of one year.
- Assisted in training and development of new customer service representatives, contributing to 20% decrease in training time and ensuring smooth onboarding process.
Education
Bachelor of Science - Psychology
University of Lagos
Lagos, Nigeria09.2016
Skills
- Microsoft PowerPoint
- Microsoft Word
- Microsoft Excel
- Active Listening
- Excellent verbal and written communication skills, facilitating effective interaction with customers and colleagues
- Strong organizational skills, enabling efficient management of multiple tasks
- Credit Card Payment Processing
- Project Management Abilities
- Empathetic and compassionate approach to customer service, ensuring customers feel understood and valued
- Proficient in utilizing customer service threshold framework to make sound financial decisions and resolve member issues
- Demonstrated ability to build trusting and caring relationships with customers
- Proactive problem-solving skills, going beyond initial inquiries to address customer needs effectively
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Timeline
Customer Service Representative
Walgreen's Pharmacy
10.2021 - Current
Customer Service Associate
Walmart
03.2018 - 07.2021
Bachelor of Science - Psychology
University of Lagos
Similar Profiles
Erin Nicole ToneyErin Nicole Toney
Pharmacy Technician Trainee at Walgreen's Pharmacy, Remedi Senior Care PharmacyPharmacy Technician Trainee at Walgreen's Pharmacy, Remedi Senior Care Pharmacy
Jayci ShawJayci Shaw
Intern - Pharmacy Technician at Walgreen's PharmacyIntern - Pharmacy Technician at Walgreen's Pharmacy
Sarah JusmaSarah Jusma
Pharmacy Technician at Walgreen's PharmacyPharmacy Technician at Walgreen's Pharmacy
Kenechukwu EzikeKenechukwu Ezike
Staff Pharmacist at Walgreen's PharmacyStaff Pharmacist at Walgreen's Pharmacy
KEVIN MEZQUITAKEVIN MEZQUITA
Senior Clinical Research Coordinator at Baylor College Of MedicineSenior Clinical Research Coordinator at Baylor College Of Medicine