Experience

Versant Health

• United States
• Insurance
• 300 - 400 Employee

• Customer Service Representative

  • Nov 2021 - Present

  -Responsible for providing exceptional customer service, while answering incoming member and provider telephone inquiries in a respectful manner. -Perform in adherence to the company core values including but not limited to privacy, confidentiality and proprietary company policies and procedures (i.e. HIPAA) -Achieve and maintain individual key performance indicators at acceptable departmental levels while supporting organizational performance measures. -Proficient use of proprietary administration systems to respond to customer inquiries and requests adhering to defined customer service standards. -Provide timely and accurate information to incoming customer calls from members, providers, and other external and internal constituents. -Maintain databases by entering new and updated customer and account information. Key Accomplishment: Completed high quality customer service phone calls that were selected to be used to train new employees during multiple employee training programs. Show less



Planet Fitness

• United States
• Wellness and Fitness Services
• 700 & Above Employee

• Assistant Franchise Manager

  • Oct 2019 - Sep 2020

  -Assisted new and existing members with membership questions and concerns. -Trained and mentored new employees on selling strategies, customer service skills, and company procedures, increasing weekly membership sales by 45%. -Managed a monthly budget of $10,000 for the ordering of club supplies based on the club’s requirements. -Tracked key performance indicators through a POS system to assist with new sign ups, information calls and franchise product purchases. -Provided negotiation strategies to employees to de-escalate member’s complaints. -Responsible for communicating and upholding company standards and leading by example for delivering the organizations mission, vision and values. Key Accomplishment: Increased the clubs' monthly membership sales by 45% by creating new digital content for the Facebook and Instagram pages, which allowed the club to exceed 150 new sign-ups per month. Show less



New York City Police Department

• United States
• Law Enforcement
• 700 & Above Employee

• Community Assistant

  • Aug 2018 - Sep 2019

  -Retrieved, tracked, and analyzed police reports from the NYPD system. -Maintained the confidentiality of victims’ information per the NYPD policies. -Provided outstanding customer service while working with domestic violence victims, both at the front desk and in day-to-day interactions. -Developed multiple marketing strategies for public relations events, which increased outreach connections by 45%. -Filed, printed, and mailed letters, reports, and memos. -Worked with NYPD officers to address the concerns of domestic violence victims. Key Accomplishment: Contacted over 1,500 domestic violence victims in New York and provided them with helpful NYPD and Safe Horizon resources to ensure a safe transition from their domestic situation. Show less