Sarayah Chase-ford
Columbia
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with an upbeat, positive attitude, very empathetic, and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
10
10
years of professional experience
Work History
Customer Service Advocate
Blue Cross Blue Shield
08.2023 - 01.2025
- Ensured effective customer relations by responding accurately, timely, and courteously to telephone, written, web, or walk-in inquiries. Accurately documents inquiries.
- Initiated or processed adjustments, or performed other research as needed to resolve inquiries. Coordinated with other departments to resolve problems. Responded to, researches, and/or assists with priority inquiries and special projects as required by management.
- Provided feedback to management regarding customer problems, questions and needs. Maintained accurate records of complaints and/or other customer comments, and makes recommendations for changes to management.t. Followed through on complaints until resolved or reports to management as needed.
- Maintained basic knowledge of quality work instructions and company policies. Assists with process improvements through the recommendation of changes in procedures and techniques discovered during daily operations. Maintains all departmental productivity, quality, and timeliness standards.
- Identified and promptly reports and/or refers suspected fraudulent activities and system errors to the appropriate departments.
Bank Customer Service Specialist
Teleperformance USA/Bank of America
01.2019 - 07.2023
- Found innovative ways to respond to varying questions, issues, and concerns.
- Connected with customers via phone/email/chat/and or social media to resolve their questions or concerns
- Calmly attempt to resolve and de-escalate any issues
- Escalated interactions when necessary and appropriate
- Responded to requests for assistance and/or possible processing payments
- Track all call related information for auditing and reporting purposes
- Provide feedback on call issues
- Upsell if required
Customer Service Representative
Verizon Wireless
06.2015 - 01.2019
- Handled and resolved customer concerns, while educating customers with varying complexity levels of device-related inquiries.
- Turning every contact into a sell or save opportunity with a premium experience so customers will want to stay loyal to Verizon.
- Embraced the Service Plus mindset by resolving customer concern and future concerns.
- Provided an exceptional experience through discovery and targeted recommendations while leveraging customer-specific insights.
- Navigated systems and using tools and resources to be self-sufficient and effectively provide billing explanations for the customers in your queue.
- Serviced as a brand ambassador and advocate for customers newly joined to Verizon, throughout every contact and highlighting all that Verizon has to offer through products and services.
- Practiced an acceptable level of Business Acumen that encompasses the best interest of the Company, Customer, and fellow employees.
- After issues have been resolved, identifying plans and services that would suit customer needs in order to prevent future contacts.
- Promoted and provided solutions about Verizon products including phone, home internet and other services on each call, ability to meet and exceed monthly sales targets
Education
AC Flora High School
Columbia, SC05-2015
Skills
- Customer service
- Conflict resolution
- Data entry
- CRM software
- Call tracking
- Product knowledge
- Active listening
- Assertiveness
- Complaint handling
- Sales expertise
- Typing proficiency
- Payment handling
- Problem-solving
- Data collection
- Technical troubleshooting
- Creative problem solving
- Inbound and outbound calling
- Account management
Timeline
Customer Service Advocate
Blue Cross Blue Shield
08.2023 - 01.2025
Bank Customer Service Specialist
Teleperformance USA/Bank of America
01.2019 - 07.2023
Customer Service Representative
Verizon Wireless
06.2015 - 01.2019
AC Flora High School
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