Zykirria Hill
North Chesterfield,VA
Summary
Skilled team player with a strong background in hectic environments. Works well independently to handle assignments and always ready to go beyond basics assignments - quick learner with good computer abilities. Hardworking agent focused on completing work quickly to consistently exceed targets. Reliable team member accustomed to taking on challenging tasks. Dedicated to business success. Coachable and willing to learn with problem-solving skills and active listening skills. Customers automatically connect with me on a personal level.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
Maximus
Chester, VA
09.2023 - 06.2024
- Provide responses to telephone inquiries in a courteous and professional manner, using pre-scripted responses.
- Answered inbound calls to greet and assist customers with various needs and questions.
- Follow policies and standard operating procedures such as filling out timesheets, adhering to privacy rules, and responding to numerous phone inquiries.
- To perform job duties, use standard technology such as telephone, email, and web browsers, Assist caller(s) with filling out online applications and submitting them electronically to the plan provider for processing, Complete basic call log related to the phone inquires such as clicking radio buttons to confirm which scripts were read to the caller, Maintain up-to-date knowledge of client regulations and policies.
- Navigated multiple systems to identify source of issue, Completed paperwork and entered important data in company CRM. Documented detailed notes in CRM system to track customer interactions.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Facilitated smooth communication between patients, insurance companies, and medical staff for seamless coordination of care.
- Resolved customer complaints promptly and efficiently. De-escalated customer complaints using specialized communication techniques.
Customer Service Representative
Continuum Global Solutions
Remote
11.2022 - 09.2023
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Provided excellent customer service to different Pharmacy staffs regarding patients medication.
Customer Service Representative
Teleperformance USA
Remote
05.2020 - 08.2021
- Confer with customers by telephone to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
- Check to ensure that appropriate changes were made to resolve customers' problems or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills and provided basic tech support to customers.
- Escalated calls to different and higher departments to satisfy customer needs, Reviewed customer histories, reconciled account discrepancies, and handling disputes, Handled phone and email communications with customers, Kept detailed and accurate records of all calls and customer complaints, Engaged with customers to understand needs, resolve issues and answer product questions, Remained calm, composed and polite to deescalate aggressive customer behavior.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Education
Bachelor of Arts - Psychology
South University of Richmond
Glen Allen, VA12-2024
Diploma -
Petersburg High School
Petersburg, VA06.2018
FBLA -
Petersburg High School
Petersburg, VA01.2018
Skills
- Customer service skills
- Microsoft Word
- Avaya
- Microsoft Excel
- NGD
- Understanding HIPPA
- Microsoft Office
- Workday
- Upselling
- Internet Savvy
- Typed 40 wpm
- WI$E Certified
- Critical Thinking
- Cash Management
- Team Work
- Computer Software Knowledgeable
- Medicare
- Data entry
- Member account management
- Inbound call answering
- Problem resolution
- Organization
- Reading Comprehension
- Service Orientation
- Medical records updating
- Case management
- Health education
- Task prioritization
- Creative thinking
- Collaboration
- Consultative Sales
- Payment Processing
- Team Development
- Inbound and Outbound Calling
- Customer Relationship Management (CRM)
Accomplishments
Nominated into The National Society of Leadership and Success, VSU - Member
Timeline
Customer Service Representative
Maximus
09.2023 - 06.2024
Customer Service Representative
Continuum Global Solutions
11.2022 - 09.2023
Customer Service Representative
Teleperformance USA
05.2020 - 08.2021
Bachelor of Arts - Psychology
South University of Richmond
Diploma -
Petersburg High School
FBLA -
Petersburg High School
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