Lacia Armstrong
Baltimore
Summary
I am a versatile, self-assertive and hardworking professional looking to contribute my personal skills and strength in a dynamic organization, with leadership qualities who take Interest in what I do and strive to achieve the objective. I am an individual who believes in teamwork.
Overview
7
7
years of professional experience
Work History
Call Center Representative
University Of Maryland Medical System
09.2023 - Current
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Streamlined call flow processes for more efficient response times and increased productivity.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered prompt service to prioritize customer needs.
Receptionist
Future Care
12.2022 - 07.2023
- Greeting Visitors
- Answering phone calls & forwarding calls
- Help maintain office calendars
- Manage inventory office supplies
- Multitasking
- Scheduling appointments
- Entering Customer data and send correspondence
Customer Service Representative
Comcast
08.2020 - 10.2022
- Document Customer interaction
- Process orders/ payments
- Perform customer outreach
- Handling customer complaints
- Checking product or service
- Opening New accounts
Patient Registration Representative
St Agnes
08.2019 - 09.2020
- Greet Patients
- Collecting patients' copayments and other out of pocket expenses
- Verifying insurance
- Process Billing
- Utilizing all technology appropriately and in accordance with HIPAA
- Referring unresolved issues to appropriate supervisor
- Maintain positive customer service
Front Desk Clerk
Office Team
07.2018 - 06.2019
- Distributing room keys
- Registering guests and verifying reservations
- Informing customers about payment methods
- Provide information about our hotel availability and room rates
- Maintain updated records of bookings and payments
Education
High School -
Northwestern High School
01.2018
Skills
- Management
- Problem solving
- Communication
- Leadership
- Empathy
- Writing Skills
- Microsoft office Skills
- Technical Skills
- Social Skills
- Multitasking
- Time management
- Goal Oriented Focus
Timeline
Call Center Representative
University Of Maryland Medical System
09.2023 - Current
Receptionist
Future Care
12.2022 - 07.2023
Customer Service Representative
Comcast
08.2020 - 10.2022
Patient Registration Representative
St Agnes
08.2019 - 09.2020
Front Desk Clerk
Office Team
07.2018 - 06.2019
High School -
Northwestern High School
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