Akira Estes
Durham,NC
Summary
Professional in customer support with strong communication and problem-solving skills. Adept at managing inquiries, resolving issues, and ensuring customer satisfaction. Known for teamwork, adaptability, and achieving results under changing conditions. Skilled in conflict resolution, empathy, and time management.
Overview
7
7
years of professional experience
Work History
Customer Care Representative
Carenet Health
05.2023 - 10.2024
- Provided exceptional customer service to clients, ensuring their needs and concerns were addressed promptly and effectively
- Managed a high volume of incoming calls and emails, consistently meeting or exceeding departmental response time goals
- Cultivated strong relationships with customers through personalized interactions, resulting in increased customer loyalty and satisfaction
- Implemented a proactive approach to customer service by anticipating potential issues and providing preemptive solutions
- Collaborated with the marketing team to develop strategies for upselling and cross-selling opportunities during customer interactions
- Utilized CRM software to track customer interactions, gather feedback, identify trends, and make data-driven recommendations for process improvements
- Maintained detailed records of all customer interactions in order to track patterns, identify recurring problems, and propose long-term solutions
- Take inbound calls from patients, providers and members
- Help manage calls for patients that may be sick, in an emergent situations or more
- Help members understand how to use their health insurance, including changing primary care physicians, locating urgent care clinics, and getting prescription authorizations
- Help patients to schedule appointments for preventative health screenings, assess for high risk or other healthcare appointments
Customer Service Representative
McKesson
08.2022 - 03.2023
- Point of contact for customer queries and resolution.
- Provides customer services relating to sales, sales promotions, installations and communications.
- Ensures that good customer relations and seamless turnaround in problem resolution are maintained and customer claims, product orders and complaints are resolved fairly, effectively and in accordance with the consumer laws.
- May answer questions and provide prompt information related to potential concerns. Develops organization-wide initiatives to proactively inform and educate customers.
Case Investigator
Carolina Community Tracing Collaborative
10.2021 - 07.2022
- Responsible for contacting North Carolinians confirmed with COVID-19 infection to provide education regarding the recommendation to self-isolate. Maintain daily contact with CCTC Regional Supervisor.
- Follow set protocol for newly diagnosed COVID-19 case Patients. Give case-patients resources. Data entry, interviewing case patients, Making or answering vaccine-related telephone calls. Schedule vaccination appointments as directed by the (LHD) Local Health Department. Prepared registration packets, patient education forms, and other forms supplied by (LHDs) Local Health Departments. Collected information from individuals on their COVID-19 symptoms.
Customer Service Representative
Infocision
04.2019 - 08.2021
- Handles inbound phone calls from Virtual Communicators providing excellent customer service and basic technical assistance. Conducts basic troubleshooting questionnaire to determine, diagnose and ultimately resolve basic setup and technical problems. Speaks with customers, donors, and others, by phone; to raise funds, sell products and services, recruit volunteers or address customer service issues. Provides excellent customer service on behalf of clients and the organization. Politely and professionally handles all phone calls. Handles initial objections and attempts to overcome them. Updates relevant information to ensure customer/donor records are correct. Meets or exceeds company/client quality and performance standards. Complies with guidelines found in The Client File Policy, The Hourly Employee Handbook, and all other InfoCision/client policies.
Front Desk Receptionist
Meldeans Detailed Cleaning
08.2018 - 04.2019
- Welcome customers and assisting them. Appointment Scheduling. Handle customer inquiries via phone, email, or in-person. Provide accurate information regarding services offered. Maintain and Update customer requests. Maintain a clean and organized facility.
- Effectively and efficiently manage order to cash process activities such as expediting, basic returns, backorder monitoring, sample and zero-dollar orders, consignment order process, and removing obstacles that may impact customer requirements and Plant’s ability to satisfy them.
- Responsible for reconciling consignment inventory with channel partners and creating invoices for consignment sales.
Fulfillment Associate
Amazon
08.2017 - 08.2018
- Process, package and ship orders accurately. Organize stocks and maintain inventory. Inspect products for defects and damages. Receive, unload and place incoming inventory items appropriately. Contribute ideas on ways to improve or optimize warehousing procedures. Keep warehouse clean and organized daily.
- Responsible for the entire order fulfillment process for assigned channel partners. The order fulfillment process includes; order entry, issue resolution, shipping and invoicing.
Education
High school or equivalent -
Durham Technical Community College Gateway to College Program
Durham, NC05.2017
Timeline
Customer Care Representative
Carenet Health
05.2023 - 10.2024
Customer Service Representative
McKesson
08.2022 - 03.2023
Case Investigator
Carolina Community Tracing Collaborative
10.2021 - 07.2022
Customer Service Representative
Infocision
04.2019 - 08.2021
Front Desk Receptionist
Meldeans Detailed Cleaning
08.2018 - 04.2019
Fulfillment Associate
Amazon
08.2017 - 08.2018
High school or equivalent -
Durham Technical Community College Gateway to College Program