Customer Service Advisor
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Enthusiastic, resourceful, and trainable candidate with experience in Communications and some computer user experience. Offer a great work ethic and excellent team-building abilities, developed throughout my employment history, as a dedicated and responsible employee. Adapt easily to new situations and the workplace. Multifaceted and capable of maintaining focus in a fast-paced environment. Welcomes challenges and aspires to make those growth opportunities.
Customer Service Advisor at Randstad / Whirlpool (2021-03 – 2026-05)
Manage both outbound and inbound calls from consumers regarding delivery and/or pickup schedules, and delivery escalations, including but not limited to a missed delivery appointment, delivery window confirmation, claims reporting, etc. Managing and maintaining customer information databases while providing product and service information, processing customer transactions, and resolving customer inquiries on the first call. Contribute to customer satisfaction through the resolution of customer service requests while meeting individual and team productivity goals.
Schedule deliveries directly in SAP or via Fiori worklists (Descartes) and support the testing and launch of this new tool. De-escalate and work with the appropriate team to resolve order & delivery challenges. Set the appropriate expectations with consumers regarding the delivery process.
Follow up with individual dissatisfied consumers based on survey results to empathize, regain trust, and understand process opportunities. Support order management activities such as processing changes, order quality management, fulfillment, reporting, etc. Work with leadership and cross-functional partners to establish and document work processes.
Communicate processes and policies to internal & external parties as appropriate. Ensure adherence to established guidelines and follow standard operating procedures. Identify process improvement opportunities.
Network regarding service dispatch questions. Inbound contacts via multiple channels - phone, email, chat. Ability to manage multiple tasks and computer systems.
Service, both internal and external
Tier 1 Technical Support Advisor at Kelly Services Global, LLC (2019-07 – 2020-05)
Responsible for coordinating cases for precertification and prior authorization review. Managing incoming calls or incoming post services claims work. Determines contract and benefit eligibility; provides authorization for inpatient admission, outpatient precertification, prior authorization, and post-service requests.
Refers cases requiring clinical review to a Nurse reviewer. Responsible for the identification and data entry of referral requests into the UM system following the plan certificate. Responds to telephone and written inquiries from clients, providers, and in-house departments.
Conducts clinical screening process. Authorizes the initial set of sessions to the provider. Checks benefits for facility-based treatment. Develops and maintains positive customer relations and coordinates with various functions within the company to ensure customer requests and questions are handled appropriately and promptly.
Remote Services Technician-NEDT1 at Support.com (2017-10 – 2019-04)
Handle questions via phone, addressing billing, upgrades, or troubleshooting issues for telecommunications, cable, and technology clients. Reporting/escalating issues through the appropriate channels. Effectively communicate (verbal & written) information with his/her team members & customers alike.
Strive to meet the highest level of customer satisfaction by resolving customers' issues in a professional & timely manner. Multitasking through multiple computer software programs while interacting with customers. Additional responsibility as business needs dictate.
NE IP Cust Serv & Problem Res Rep II at Convergys (2013-05 – 2017-08)
Handle questions via phone, addressing billing, upgrades, or troubleshooting issues for telecommunications, cable, and technology clients. Reporting/escalating issues through the appropriate channels. Effectively communicate (verbal & written) information with his/her team members & customers alike.
Strive to meet the highest level of customer satisfaction by resolving customers' issues in a professional & timely manner. Multitasking through multiple computer software programs while interacting with customers. Additional responsibility as business needs dictate.
Operator at Teletech (2012-11 – 2013-04)
Receive Incoming phone calls from customers, which include answering questions, resolving issues, providing customer service, adhering to scripts, and directing callers to departments for further assistance.
Inbound Customer Svc at West Corporation (2012-09 – 2013-03)
Receive and process incoming phone calls for clients, which includes obtaining, entering, and verifying customer information, answering questions, resolving issues, providing customer service, adhering to scripts, and attempting to make up-sells.
Customer Service Representative at Department of Driver Services (2010-04 – 2012-03)
Greet customers and answer general questions regarding the status of Georgia Driver's licenses. Providing instruction to customers about the services offered. Services are provided in a call center environment.
Customer Service Representative at Convergys (2006-12 – 2008-05)
Providing Customer Service and Sales assistance to Capital One credit card holders. Call Center environment managing multiple phone lines. Retrieving customers' personal information, such as social security, and credit card numbers. Securing that all customer information remains confidential.
Customer Service Representative at Precision Response Corporation (2002-08 – 2005-10)
Providing Customer Service and Sales assistance to numerous clients. Call Center environment managing multiple phone lines. Retrieving customers' personal information, such as social security, and credit card numbers. Securing that all customer information remains confidential.
Front Appointment Scheduler at Discover Marketing (2004-11 – 2005-07)
Homeowners are manually selected to receive a gift and a complimentary water test. Data is retrieved from the customer to set an appointment for a visual water survey.
High School Diploma – Hialeah- American Senior High School (1998-05)
Associate Degree in Healthcare – University of Phoenix (2016-01)
