Senior Customer Service Specialist

Location
United States
Rate, USD
Undisclosed
Work schedule
Full Time, Part Time,
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About me

Expert customer support specialist with over ten years of experience in the industry. Committed to providing exceptional customer service and developing customer relationships. Offering excellent interpersonal and communication skills.


Professional area

Admin & Virtual AssistantCustomer SupportHR & Recruiting


Skills

Active ListeningCommunicationData EntryInterpersonal Skills


Education

2009 High School Diploma at School of Environmental Studies

Experience

03/2019-Current Lead Patient Care Coordinator and Scheduling at RISE Cannabis

• Assist customers in identifying cannabis medication treatment methods that best fit their needs by utilizing active listening and a comprehensive understanding of products.
• Conduct intake of new patients, schedule their initial consults, and compile medication lists to prepare them for first time appointments. Complete an average of 10-15 intake calls daily without compromising customer experience.
• Organize staffing to ensure adequate support for each shift, gathering employee data to develop monthly work schedules for multiple care center sites.
• Implemented a guideline script for the front desk and call center employees to use that drove accessory sales by 30%.
• Led a six-week training course for two care centers when the company merger began in 2022. Hosted weekly hour-long classes introducing the team to Rise’s mission, policies, and products leading to 100% re-hiring of the team.

03/2018-03/2019 Customer Service Representative at SafetyCall International

• Delivered exceptional customer service by leveraging extensive knowledge of a variety of products and services.
• Guided callers through troubleshooting product issues, navigating the company site, and use of products.
• Proposed and implemented proactive solutions in collaboration with management, observing processes and finding ways to make them more efficient.
• Was assigned customer concern cases; was able to de-escalate concerns by reaching out to the customer, and offering additional support, merchandise, and refunds.

03/2017-03/2018 Office Coordinator at Vibrant Life Chiropractic

• Contributed to increased productivity by ensuring that company systems and workflow ran efficiently.
• Maintained a high level of confidentiality and followed HIPAA guidelines.
• Effectively handled scheduling appointments for two locations including chiropractic and massage appointments. Made an average of 200 appointments weekly for both sites via phone, in-person, and online.
• Initiated and spearheaded transition and converted hard copies to digital files to enhance business performance and secure data.

04/2016-03/2017 Administrative Assistant at BlueSky Chimney Sweeps

• Managed schedules for office employees, chimney sweeps, and masonry crews as well as coordinated staff meetings.
• Organized office and implemented systems to maximize administrative operations.
• Implemented an employee manual for new staff and an onboarding process to ensure consistent training throughout the company.


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