Nordica Woodroffe
Summary
I am a motivated, hardworking and passionate job seeker with strong organizational skills eager to secure the Recruitment Assisant position. Ready to help achieve company goals. I possess strong leadership skills with a charismatic business attitude in providing exceptional customer service. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. I have excellent organizational and communication skills, which enables me to build strong relationships with customers and business clients. I am experienced in supervising and developing team members in a training environment, to improve performance and create an effortless customer experience at the best value for the company and shareholders.
Overview
16
16
years of professional experience
Work History
Telesales Support Executive
Flow Telecommunications Company
07.2021 - Current
- Translated technical terminology for clients to communicate through ticket system.
- Dispatching/Scheduling technician for new installations and faults reported
- Selling fixed and mobile services to residential and business customers.
- Analyzed customer service data to identify trends, identify solutions and improve customer experience.
- Provided remote software services to correct reported issue.
- Answering customers inquiries on bill statements, promotions and service features.
- Vetting customer details for bad debt before any new installation of services.
- Coordinated priority of support work based on client and business needs.
- Tracked inbound support tickets to provide clear resolutions to customers.
- Updated CRM systems and databases to update client and communication records.
Operations Administrator Officer
L M K Connections Inc
01.2020 - 04.2021
- Assisted customers with questions and problems to build brand loyalty and cultivate lasting business relationships.
- Documented transactions, orders and expenditures to gather sales data and forecast financial needs.
- Monitor and update sales, WIP and inventory reports daily.
- Handled telephone and email communications from customers, dispatch technicians and account managers.
- Interfacing with internal and external customers.
- Managing multiple projects simultaneously.
- Provided answers to customer questions via phone and email, typically within 24 hours.
- Assisted with documenting key processes and procedures and security protocols.
- Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness.
- Assisted customers with questions and problems to build brand loyalty and cultivate lasting business relationships.
Customer Care Supervisor
Clear Harbor
04.2019 - 07.2020
- Evaluated interactions between associates and customers to assess personnel performance.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Accepted customer payments, processed returns, refunds, and exchange.
- Addressing customer feedback, concerns, and complaints.
- Managing stressful situations and emergencies promptly and in a professional manner.
- Liaising with suppliers and external companies on a regular basis.
Medical Billing Supervisor
Clear Harbor
02.2014 - 04.2019
- Complied with HIPAA privacy and security regulations to protect patients' medical records and information.
- Maintained current accounts through aged revenue reporting.
- Researched and followed up on denied insurance claims.
- Posted charges, payments and write-ups for cardiovascular procedures.
- Submitted electronic and paper claims to insurance companies, Medicare and Medicaid to collect medical payments.
- Reviewed patient records, identified medical codes, and created invoices for billing purposes.
- Accurately entered patient demographic and billing information in billing system to enable tracking history and maintain accurate records.
- Posted payments and collections on regular basis.
Team Leader, Sales Operations
Clear Harbor
12.2013 - 02.2014
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Built strong relationships with customers through positive attitude and attentive response.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Held weekly team meetings to inform team members on company news and updates.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
Quality Assurance Coach
Clear Harbor Inc
12.2012 - 12.2013
- Provided coaching and mentoring to employees.
- Trained and mentored 15 new personnel hired to fulfill various roles.
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
- Developed and implemented successful onboarding program.
- Facilitated virtual, in-person and blended learning sessions.
- Established and maintained quality control standards.
- Analyzed and evaluated training effectiveness and program outcomes.
Medical Billing Agent
Clear Harbor
06.2012 - 12.2013
- Entered data, tracked trends and escalated billing concerns to management.
- Researched and resolved billing discrepancies to enable accurate billing.
- Used data entry skills to accurately document and input statements.
- Audited and corrected billing and posting documents for accuracy.
- Pursued and processed payments for outstanding balances.
- Dealt with problems with calm and professionalism to deliver optimal resolutions.
- Updated accounts with latest personal details and payment information.
Customer Account Specialist
Clear Harbor
04.2008 - 08.2010
- Secured on-time payments and collected on delinquent accounts with tailored payment plans.
- Created company brand messaging, collateral materials, customer events, promotional strategies, and product commercialization.
- Analyzed accounts for delinquencies and other ongoing issues.
- Worked with other departments to deliver solutions according to schedule and per customer requirements.
- Developed strategic relationships with key suppliers and clients to foster profitable business initiatives.
- Built strategic relationships with key account personnel.
- Met and exceeded service level goals to achieve standards and expectations.
- Secured on-time payments and collected on delinquent accounts with tailored payment plans.
Education
Associate of Arts - General Studies
T.A Marryshow Community College
Tanteen St.George'sHigh School Diploma -
Wesley College Secondary School
River Road, St.George'sSkills
- Reliable and Punctual
- Written and Oral Communication
- Call Management
- Bookkeeping
- Office Administration
- Product Sales
- Account Updating
- Data Entry
- Payment Processing
- Technical Troubleshooting
- Escalation Management
- Database Management
- Teamwork and Collaboration
- Quality Assurance
- Customer Service Expertise
Timeline
Telesales Support Executive
Flow Telecommunications Company
07.2021 - Current
Operations Administrator Officer
L M K Connections Inc
01.2020 - 04.2021
Customer Care Supervisor
Clear Harbor
04.2019 - 07.2020
Medical Billing Supervisor
Clear Harbor
02.2014 - 04.2019
Team Leader, Sales Operations
Clear Harbor
12.2013 - 02.2014
Quality Assurance Coach
Clear Harbor Inc
12.2012 - 12.2013
Medical Billing Agent
Clear Harbor
06.2012 - 12.2013
Customer Account Specialist
Clear Harbor
04.2008 - 08.2010
Associate of Arts - General Studies
T.A Marryshow Community College
High School Diploma -
Wesley College Secondary School
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