Customer Service Representative - AXON RIVER - Scottsdale, AZ
(2025-05 - 2025-12)
- Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
- Managed a high volume of incoming calls and emails, consistently meeting expectations performance
- Demonstrated empathy and concerned for veterans during the time of need
- Assisted Veterans with by navigating through company website and resetting passwords for them
- Sent out emails and correspondents to correct departments including supervisors or escalations
- Build rapport with customers through active listening, empathy, and personalized interactions
- Maintained detailed records of all customer interactions through CRM, EMS OMS, or Salesforce
- Participated in training sessions completed tasks to stay updated with current changes to company policies or procedures
- Managed escalated or irate veterans help calm them down by showing empathy and understanding with positive attitude, tried providing solutions for them if unable to transferred to escalations team for further assistance
Customer Service Representative - VES/ MAXIMUS - McLean, VA
(2024-10 - 2025-05)
- Developed strong communications skills throughout the company by being attentive and completing training
- Provided great customer service skills and provided efficient solutions when needed
- Increased efficiency by suggesting or implanting improvement to help us succeed
- Cultivated positive relationships with Veterans on regular communications through emails and phones calls, would call back if needed
- Maintained detailed records of all customer interactions through CRM, EMS OMS, or Salesforce
- Sent out emails to correct departments and stayed communicated with my supervisors to inform them of any issues
- Requested reschedules and cancellations depending on what was needed
- Sent out emails to providers if there were any changes to veteran's schedule
- Contacted schedulers if necessary to get more feedback on what was needed
