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Work Background
Owens & MinorSenior Customer Service Representative
Jan. 2018Answers incoming inquiries in a professional, courteous and efficient manner; provides superior service to clients resulting in high rate of first contact resolution.
Acts as an internal champion for the customer experience.
Handles all incoming issues and either resolves them or assigns tasks to the appropriate team within the Client Engagement Center or other internal O&M team, using smart customer-focused decision making skills.
Follows up on all outstanding tasks to ensure completion and provides updates to the customer as needed.
Anticipates, and where appropriate, mitigates any issues before they can negatively impact the customer experience.
Proactively communicates surfaced issues to the Customer in order to address and resolve as quickly as possible.
Fully documents all work performed and communications delivered to the customer; uses case management software to appropriately record and track outstanding activities.
Understands and prioritizes incoming requests using critical knowledge of healthcare and customer specific needs.
Acts as liaison for all client interaction and escalation points as necessary.
Triages complex issues, acting as point person to ensure timely resolution.
Collaborates directly with other client engagement, purchasing support, and finance operations teammates.
Accurately enters any orders as needed or as directed by leaders in a timely manner.
Accurately records detailed information about the order as requested.
Accurately records reports of shipping discrepancies, customer requests for return and receipt of unsalable products and opens case in Customer Resource Management (CRM) tool; effectively communicates policies. Processes credits, reships, and returns; obtains Certificate-of-Destruction for items not returned.
Sends Return Goods Authorizations (RGAs) and works with Distribution Centers (DC) on need for call tags.
Ensures all appropriate fees are accurately assessed in accordance with Owens & Minor's return policy.
Emergency Services Dispatcher 911Emergency Dispatcher
Jun. 2017 - Mar. 2018Answer 911 emergency and non-emergency calls from the public utilizing a variety of communications devices such as telephone, radio, and teletype.
Assist inbound calls, from our internal customers, with citizen information, DMV records, background reports and other related information efficiently and expeditiously.
Obtain pertinent information from incoming calls in a prompt and courteous manner. Classify and prioritize calls to establish and coordinate the proper public safety response Dispatch the appropriate resources such as police, fire, animal control and/or other emergency personnel as appropriate. Coordinate mutual aid when required. Utilize Computer Aided Dispatch System (CAD) to promptly and accurately record data from all calls.
Efficiently operated computer terminal connected to Virginia Criminal Information Network (VCIN), National Crime Information Center (NCIC), and the Division of Motor Vehicles (DMV) to obtain and relay essential information to the emergency response team.
Monitor status of field units to ensure officer safety and availability for services.
Efficiently operate multiple communications devices and computer terminals concurrently to ensure swift and appropriate response to calls. Monitor alarms and security systems.
Marriott HotelsGuest Services /Dispatcher
Sep. 2016 - Jun. 2017Operate telephone switchboard stations in order to answer telephone calls. Process guest requests for wake up calls, screening calls, and other requests related to placing or receiving telephone calls. Advise guests of any messages (e.g., voicemail, mail, faxes) received for them, and send to room if required.
Answer, record, and process all guest calls, requests, questions, or concerns. Receive, record, and relay messages accurately, completely, and legibly.
Log all guest requests or issues into the computer, contact appropriate individuals or departments (e.g., Bellperson, Housekeeping), and follow up with guests to ensure their request has been met to their satisfaction. Provide information to guests about room features, property amenities, and local areas of interest. Report accidents, injuries, and unsafe work conditions to the manager. Welcome and acknowledge all guests according to company standards, anticipate and address guests' service needs, assist individuals with disabilities, and thank guests with genuine appreciation. Speak with others using clear and professional language, and answer telephones using appropriate etiquette. Comply with quality assurance expectations and standards.
Read and visually verify information in a variety of formats
The Doorways, Formerly Hospital Hospitality HouseFront Desk Associate
Mar. 2014 - Aug. 2016Understand and utilize safety procedures and guidelines concerning guests, employees, visitors and contributors.
Ensure guests are fully informed of and adhere to all Guest Policies and Guidelines.
Register guests and coordinate occupancy information with Maintenance and Housekeeping departments.
Develop relationships with Hospital referring agents.
Monitor incoming referrals for consistency with Guest Policies and Guidelines.
Understand procedures for accepting, recording and reporting, lodging, operating and in-kind donations.
Utilize the computer, switchboard, fax machine, copier, charge machine and registration functions effectively.
Ensure volunteer retention through utilization of volunteers for tasks concerning HHH operations.
Legal Aid Society of VirginiaFront Desk/Intake Associate
Jan. 2014 - Jun. 2014Assist low income families in connecting with appropriate legal representation via the demonstration of safe practices Exhibit multitasking duties to complete intake and referral, and inform clients in a timely manner.
Review legal documents and papers, such as summonses, subpoenas, complaints, appeals, motions, and pretrial agreements.
Advantage Sales and MarketingDemonstration Specialist
Mar. 2013 - Jul. 2013• Demonstrated and/or explained products, methods, and services to persuade customers to purchase products or use services. Provided product samples, coupons, informational brochures, or other incentives to, persuade people to buy products.
• Sold products being promoted and kept records of sales.
• Suggested specific product purchases to meet customers' needs. Transported, assembled, and disassembled materials used in presentations.
• Obtained food safety certification in order to serve food efficiently and safely to customers.
Clarion HotelFront Desk Associate
Nov. 2012 - Apr. 2013• Greeted, registered, and assigned rooms to guests • Provided genuine high-quality customer service to guest at all times
• Demonstrated problem sensitivity and problem solving skills
• Kept records of room availability and guests' accounts, manually or using computers.
• Performed bookkeeping activities, such as balancing accounts and conducting nightly audits.
• Posted charges for rooms, food, liquor, or telephone calls to ledgers manually or by using computers.
• Recorded guest comments or complaints, referring customers to managers as necessary
East District Family Resource CenterSupport Service Clerk
Aug. 2012 - Jan. 2014• Provide telephone support; register incoming customers. Demonstrate the ability to maintain composure and work efficiently in a fast-paced environment while preserving strict confidentiality.
• Conduct interviews to elicit necessary information for registration, accurate prioritization, and assist personnel with connecting with clients
• Orchestrate special events and make reservations; manage customer relations and provide exemplary service to all customers.
• Perform administrative and secretarial duties for several busy non-and-for-profit entities to include assisting with research on grant funding sources, developing donors and verifying patrons’ contact information for mailing, scheduling appointments, routing calls, and taking messages
• Educate and provide resources to the Church Hill community, such as emergency food pantry, clothing closet, showers, and computer training.
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