Olivia Walker
Benton,AR
Summary
Experienced Customer Service Representative with over 5 years of experience in handling inbound/outbound calls, electronic data management, and providing exceptional support. Bilingual professional adept in MS Oce, with a proven track record in improving customer satisfaction and resolving complex issues. Actively seeking a Customer Service Representative role to continue gain more knowledge, provide exceptional customer service, and expand communication skills.
Overview
12
12
years of professional experience
Work History
Convenience Store Clerk
Shell Gas Station
01.2025 - Current
- Received inventory from vendors and entered merchandise into inventory database to keep accurate records.
- Stocked merchandise on display shelves and racks to provide good selection for customers.
- Complied with company guidance and state and federal laws to control sales of tobacco, alcohol and lottery products.
- Operated POS systems to accurately process customer purchases.
- Followed cash handling, inventory accountability and fueling station procedures as part of operations.
- Provided correct change for purchases to avoid customer confusion or disputes.
- Resolved complaints by providing knowledgeable, quick service to meet any need and promote loyalty.
LYFT DRIVER
Lyft Inc.
11.2019 - Current
- Provide reliable transportation services to passengers, ensuring timely arrival at various appointments and destinations
- Maintain high standards of customer service, addressing and accommodating individual travel preferences and needs
- Uphold an exceptional safety record, adhering to road regulations and company policies to ensure passenger and community well-being
Call Center Representative
Apple
07.2023 - 01.2025
- Assist customers tracking online web orders
- Managed timely and effective replacement of damaged or missing products.
- Educated customers about billing, payment processing and support policies and procedures.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Met customer call guidelines for service levels, handle time and productivity.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded proactively and positively to rapid change.
OFFICE CLERK
Car Mart
02.2021 - 07.2023
- Manage document organization and handle payment processing, ensuring operational efficiency through meticulous filing, scanning, and photocopying, complemented by proficient multi-line phone system management
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Responded to inquiries from callers seeking information.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
LIFE SKILLS INSTRUCTOR
Pathfinder, Inc.
01.2019 - 01.2023
- Delivered comprehensive life skills training to clients, ensuring adherence to individual care plans and promoting independence in daily living activities
- Ensured accurate and timely documentation of program data, including completion of required reports and forms to maintain compliance with ICF/DD regulations
- Employed effective behavior management techniques to maintain a safe and supportive environment, while also providing guidance during meal preparations and fostering appropriate social interactions
CONTACT TRACER
Arkansas Foundation Medicaid Corporation
03.2019 - 08.2022
- Conducted comprehensive interviews with individuals diagnosed with COVID-19 to collect essential health information and trace potential contacts
- Delivered clear guidance on quarantine procedures and health measures to mitigate the spread of the virus
- Accurately documented case details and interactions to ensure proper follow-up and support for affected individuals
RECEPTIONIST
New Beginnings Behavioral Health
05.2019 - 05.2022
- Managed front-desk operations, efficiently processing referrals and verifying Medicaid and private insurance coverage to facilitate patient access to services
- Coordinated appointment scheduling and maintained organized records through diligent filing, while supporting office needs by handling phone communications and performing clerical tasks
QUALIFIED MENTAL HEALTH PROFESSIONAL
Birch Tree Communities, Inc.
04.2017 - 01.2021
- Implemented and documented prescribed interventions, contributing to members' progression toward increased independence and recovery in compliance with treatment plans
- Fostered member integration into the community and supported their transition to less restrictive environments, while maintaining professional boundaries and adhering to ethical standards
- Coordinated with a multidisciplinary team to ensure continuity of care, participated in ongoing professional development, and maintained certifications in mental health and crisis management
CUSTOMER SERVICE/ COLLECTIONS REPRESENTATIVE
Sykes Enterprises
04.2014 - 02.2019
RECEPTIONIST
Henderson State University
09.2013 - 05.2017
- Facilitated the check-in/out procedures, providing assistance and support to residents to ensure a smooth transition during their move-in and move-out periods
DATA ENTRY/ COLLECTIONS
Henderson State University
09.2013 - 05.2017
- Accurately inputted various data sets into Excel, ensuring data integrity and consistency
- Managed incoming telephone calls, providing information and redirecting inquiries as required to maintain efficient communication flow
Education
B.A. - SPANISH
Henderson State University
Arkadelphia, AR05.2017
Skills
- Billing
- Computer Skills
- Customer Service
- Filing
- Bilingual
- Interpersonal Communication
- Phone Skills
- Organizational Skills
- Multi-tasking
- Internet Research
- Negotiation
- Communication
- Problem-solving
- Empathy
- Call center environment
Timeline
Convenience Store Clerk
Shell Gas Station
01.2025 - Current
Call Center Representative
Apple
07.2023 - 01.2025
OFFICE CLERK
Car Mart
02.2021 - 07.2023
LYFT DRIVER
Lyft Inc.
11.2019 - Current
RECEPTIONIST
New Beginnings Behavioral Health
05.2019 - 05.2022
CONTACT TRACER
Arkansas Foundation Medicaid Corporation
03.2019 - 08.2022
LIFE SKILLS INSTRUCTOR
Pathfinder, Inc.
01.2019 - 01.2023
QUALIFIED MENTAL HEALTH PROFESSIONAL
Birch Tree Communities, Inc.
04.2017 - 01.2021
CUSTOMER SERVICE/ COLLECTIONS REPRESENTATIVE
Sykes Enterprises
04.2014 - 02.2019
RECEPTIONIST
Henderson State University
09.2013 - 05.2017
DATA ENTRY/ COLLECTIONS
Henderson State University
09.2013 - 05.2017
B.A. - SPANISH
Henderson State University
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