Courtenay Reid
Greenwood
Summary
Adept at conflict resolution and customer relationship management, I leveraged my active listening and Microsoft Office Suite expertise to enhance customer satisfaction at Everise. Recognized for outstanding performance, I consistently exceeded targets, contributing to a significant increase in customer loyalty and repeat business. My approach combines technical proficiency with empathetic customer service, driving positive outcomes and fostering strong client relationships.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Service Representative(WFH)
Everise
09.2020 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Assist with Medical and Pharmacy claims
- Handled Authorizations and Referrals
- Handled Behavioral Health calls
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Participated in training programs to enhance product knowledge and customer service skills.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Educated customers about billing, payment processing and support policies and procedures.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Nursing Assistant
National Healthcare/NHC
03.2019 - 01.2022
- Helped patients effectively manage routine bathing, grooming, and other hygiene needs.
- Improved patient satisfaction by providing compassionate assistance with daily activities, such as bathing, dressing, and feeding.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Increased patient engagement by providing emotional support, companionship, and encouragement during challenging times.
- Promoted a safe and clean environment by maintaining strict adherence to infection control protocols and sanitation standards.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Skillfully operated medical equipment, such as glucose monitors and blood pressure cuffs, ensuring accurate data collection for informed decision-making by healthcare providers.
- Documented care actions by completing records and logs in medical software system.
- Agreed to take on additional shifts and extra hours during busy periods and holidays to maintain proper staffing and floor coverage.
- Maximized patient satisfaction by helping individuals carry out personal tasks such as dressing and walking.
- Assisted in the training of new Nursing Assistants, sharing knowledge of best practices to improve overall department performance.
- Proactively identified changes in patient condition or behavior, alerting appropriate healthcare personnel for prompt intervention when necessary.
- Engaged in housekeeping tasks by replacing linens and cleaning and sanitizing patient rooms.
- Monitored, tracked, and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery.
- Facilitated efficient patient transfers, reducing risk of injury through proper body mechanics and use of assistive devices.
- Participated in regular staff meetings to discuss emerging issues within the unit, contributing ideas for quality improvement initiatives.
- Enhanced continuity of care by thoroughly documenting shift reports and maintaining clear communication with incoming staff members.
- Aided in the prevention of pressure ulcers through diligent monitoring and implementation of appropriate turning schedules for bedridden patients.
- Improved patient comfort and safety by assisting with daily living activities, such as bathing and dressing.
Customer Service Representative
Sykes
09.2015 - 09.2018
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Educated customers about billing, payment processing and support policies and procedures.
- Sales and Commission
Education
No Degree - Nursing
Piedmont Technical College
Greenwood, SCHigh School Diploma -
Greenwood High School
Greenwood 06-2008
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Payment processing
- Customer satisfaction measurement
- Microsoft outlook
- Follow-up skills
- Call management
- Appointment scheduling
- Documentation
- Order processing
- Microsoft PowerPoint
- Microsoft Office Suite
- Data collection
- Customer relationship management (CRM)
- Prioritization
- De-escalation techniques
- Building rapport
- Technical support
- Quality control
- Live chat support
- Filing
- Dispute resolution
- Customer education
- Product sales
- Product and service solutions
- Multi-line phone talent
- Coordination
- Research
- Account management
- Reading comprehension
- Office equipment proficiency
- Brand representation
- Quality assurance controls
- Escalation management
- CRM software
- Information security
- Product education
- CRM software proficiency
- [Software] CRM system proficiency
- Credit adjustments
Websites
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
Certification
- OSHA Certified
- CPR/AED Certification
- SC Driver's License
- Certified Data Professional (CDP)
- First Aid Certification
Languages
French
Elementary
Interests
- I enjoy sketching and drawing, which helps improve my creativity and attention to detail
- Fashion
- Enjoy participating in [activity] for overall physical and mental well-being
- Gym Workouts
- Dancing
- I participate in various sports activities for physical activity, camaraderie, and personal growth
- Exploring famous landmarks, historical sites, and cultural attractions in a new destination
- Documenting and sharing travel experiences
- Food Tourism
- Road Trips
Timeline
Customer Service Representative(WFH)
Everise
09.2020 - Current
Nursing Assistant
National Healthcare/NHC
03.2019 - 01.2022
Customer Service Representative
Sykes
09.2015 - 09.2018
No Degree - Nursing
Piedmont Technical College
High School Diploma -
Greenwood High School
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