Petrina Reames
Atlanta
Summary
Effective communications skills along with a positive attitude will be very beneficial to the company. Being detail oriented allows me the opportunity to make sure all typed entries are accurate, phone skills in understanding the customer's needs, stress management to de-escalate challenging or irate customers, persuasion to entice customers to shop more for better savings, organizational skills, when dealing with multiple clients... it's very important not to mix the wrong service/product with the wrong client. The patience to handle it all.
Overview
18
18
years of professional experience
Work History
Independent Contractor
Self Employed
09.2013 - Current
- Providing outstanding customer service assistance for inbound call center, handling various calls types regarding particular products and services to include retail sales, appointment scheduling and processing payments for various accounts.
- Managed multiple client projects from inception to completion.
- Developed and implemented customized solutions for diverse client needs.
- Established strong relationships with clients to understand their goals.
- Conducted thorough research to inform strategic recommendations for clients.
- Utilized various tools for project management and communication with clients.
- Managed quality control and maintained high level of customer satisfaction.
- Maintained relationships with existing customers while seeking new ones.
- Built successful partnerships with other businesses in related industries.
- Delivered high level of customer service and support by answering questions and returning phone calls quickly.
- Reviewed customer requests, resolved questions and defined specifications before completing orders.
- Managed daily operations of the business, including budgeting and financial reporting.
- Developed and implemented marketing strategies to increase customer engagement.
Employee Benefits Specialist
01.2011 - 02.2013
- Served as an Employee Benefits Specialist in the Department of Finance to include: processing of payroll deductions such as direct deposits, federal & state withholding forms, issuance of w2's, money transfers regarding deferred compensation plans, cash distributions and loan requests.
- Report wage earnings to IRS as well as Department of Labor according to government regulated guidelines. Served as a liaison to various departments, general public also provide information regarding employee benefits programs and services.
Risk Analyst Specialist
11.2007 - 01.2011
- Served as a claim representative for the Risk Management Division, performed data entry, analyzed and documented claim information, established reserves, Implemented strategies in determining objectives, approaches to various assignments, identified and resolved issues surrounding pending claims, assisted with claim investigations, prepared and processed journal payment entries.
Education
Business Administration -
University of Pheonix
Skills
- Liveops
- Virtual Call Center
- Customer relationship management
- Project management
- Quality control
- Data analysis
- Customer service
- Strategic recommendations
- Risk assessment
- Vendor management
- Effective communication
- Problem solving
- Attention to detail
- Performance metrics
- Resources allocation
Timeline
Independent Contractor
Self Employed
09.2013 - Current
Employee Benefits Specialist
01.2011 - 02.2013
Risk Analyst Specialist
11.2007 - 01.2011
Business Administration -
University of Pheonix