April Cook Email and Phone Number

Assisted customer with applying for Medicaid and enrolling into insurance plans for the State of Kentucky or walk the through the process to do it themselves. Worked alongside CMS, Atena, BCBS and other insurance companies. I answered 60-70 calls per shift empathetically and attentively with excellent communication and active listening. Maintained and developed knowledge of systems, policies, CRM, and KB. Results driven and proven at a 98% First Call Resolution KPI, offering surveys at the end of each call. Utilized Oracle, ESPC Database, WMS, MacPro and OneMacAfter 6 months began managing about 25 agents providing coaching and retraining for agents based on QA call monitoring assessment. Trained newly promoted QA employees on tasks required, work processes, procedures and what the company and its policies expect.

I answered over 60 calls per shift and addressed customer inquiries, kept client records updated using CRM. Worked for different clients such as Agero Roadside Assistance, Victoria Secret, and Disney. Navigated through different systems such as ServiceNow, JIRA, Avaya Aura, Salesforce and Openforce, Slack, Oracle, Microsoft Teams, and Microsoft DynamicsMaintained a friendly and empathetic disposition with customers. Dispatched callers to appropriate company departments for unresolved questions or inquiries. Learned new systems and programs related to each client such as; OpenForce, Microsoft Teams, and slack. Scheduled trips, created itineraries, and booked all other necessary travel arrangements for over 60 people per day.

Maintained client records and created CRM specific software for the salon. Utilized QuickBooks for all transactions, Accounts Payable/Receivable, booth rental fees. Vendor Relationships, and management. Inventory management, loss preventionDeveloped itineraries for Hair Shows, Classes, and Parties to include making travel arrangements, renting cars, hotels, ordering special items for Christmas Party, etc. Developed program with local high school for cosmetology students to earn credit. Human Resources, Hair StylistRegulations and Licensing along with the company’s policies, procedures and any pertinent information regarding The State of Texas regulation updates and changes.

Answered over 50 calls per shift. Data entry includes updating customer information, inputting orders, and making changes to orders. Built rapport with repeat customers, driving customer loyalty up by 10% in the first quarter. Knowledge of products and services offered. Processed refunds or credit. Navigated several systems and screens. Maintaining a friendly, empathetic, and polite tone even with difficult customers also drove customer loyalty up by 18% my first year. Promoted to Customer Service Manager for over 30 employees after only 6 months of employment.