Unique Magraff
Richmond
Summary
Proactive professional with 14 years of experience and a proven knowledge of conflict resolution, customer service, and vendor and customer communications. Aiming to leverage the skills to successfully fill the open position within Voya.
Overview
13
13
years of professional experience
Work History
Customer Service Associate
Voya Financial
11.2021 - Current
- Utilize internal software and tools to meet customer needs and resolve issues promptly.
- Deliver exceptional customer service to every participant by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Actively listen to customers, handle concerns quickly and escalate major issues to supervisor.
- Cross-trained to provide support for multiple specialized plans such as Publix Smart Plan and multiple Semi-Dedicated clients.
- Investigate and resolve customer inquiries and complaints quickly
- Coaching and development of new associates in customer service protocol and procedures, fostering supportive work environment.
- Assist in development of cross-functional customer service representatives from Full Service to Large Corporate Market through mentoring and coaching.
- Manage high call volume with specialized plans providing exceptional time management skills, minimizing wait times for customers.
SCHEDULING MANAGER
N3 Notary
05.2018 - 11.2021
- Performed administrative duties such as faxing and filing confidential documents, answering telephones and responding to emails.
- Set up and maintain paper and electronic filing systems for records, correspondence, and other material
- Locate and attach appropriate files to incoming correspondence requiring replies
- Complete forms in accordance with company procedures
- Served as central point of contact for all outside vendors
- Worked with manager and supervisor to plan and coordinate production schedules
VIRTUAL TECHNICAL SUPPORT REPRESENTATIVE
TNI, Inc
07.2016 - 05.2018
- Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications
- Oversee daily performance of computer systems.
- Assisted customers in identifying issues and explained solutions to restore service and functionality
- Managed high levels of call flow and responded to varying technical support needs
- Diagnosed and troubleshot hardware, software and network issues
- Researched and identified solutions to technical problems
- Responded to customer inquiries and provided technical assistance over phone and via e-mail.
ADMINISTRATIVE ASSISTANT
Phone Services, LLC
10.2010 - 09.2016
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests
- Developed strategies to streamline and improve office procedures
- Managed filing system, entered data and completed other clerical tasks
- Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors
- Developed and updated spreadsheets and databases to track, analyze, and report on performance and sales data
- Coordinated and scheduled meetings and conference calls to optimize scheduling of senior staff
Education
Associate of Arts - Multi-/Interdisciplinary Studies
HOUSTON COMMUNITYCOLLEGE
Houston, TX05.2022
Skills
- ADDITIONAL SKILLS
- Problem Solving
- Collaborative Environments
- Highly skilled leader in delegating
- Tasks, team building and creative
- Well versed in Microsoft Office Suite(Word, Excel, Outlook, OneNote, PowerPoint)
- Prepare meeting agendas, attend meetings, record and Transcribe minutes
- Software Troubleshooting
- Call Volume and Quality Metrics
- Complaint resolution
Timeline
Customer Service Associate
Voya Financial
11.2021 - Current
SCHEDULING MANAGER
N3 Notary
05.2018 - 11.2021
VIRTUAL TECHNICAL SUPPORT REPRESENTATIVE
TNI, Inc
07.2016 - 05.2018
ADMINISTRATIVE ASSISTANT
Phone Services, LLC
10.2010 - 09.2016
Associate of Arts - Multi-/Interdisciplinary Studies
HOUSTON COMMUNITYCOLLEGE
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