Hope Lemons
Maricopa
Summary
Seeking a challenging position based on my experience and qualifications with the opportunity of growth.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
18
18
years of professional experience
Work History
Clerk
GXO Logistics
10.2023 - Current
- Packed items into appropriate containers for shipment.
- Maintained a safe work environment by following proper safety protocols and conducting regular inspections.
- Collaborated with team members to ensure timely completion of tasks and high-quality work standards.
- Used hand-held scanners and physical logs to accurately track item movements.
- Read production orders, work orders, shipping orders and requisitions to determine items to be moved, gathered, or distributed.
- Performed cycle counts and inventory control to accurately track product levels.
CSR
Valley Respiratory Services
08.2020 - 09.2023
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Met customer call guidelines for service levels, handle time and productivity.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Upheld strict adherence to company policies and procedures while providing exceptional service experiences for each client interaction.
- Assisted customers with account set-up, enabling smooth transitions into using the company''s products or services.
CSR
Frontline Staffing
06.2019 - 04.2020
- Company Overview: Auto Glass Inspection Services
- Dispatch field inspectors
- Maintain a professional demeanor at all times
- Acted as first point of contact and set appointments for prospective clients.
- Called customers to coordinate schedules and set appointments.
- Answered phone calls and answered questions from potential customers.
- Confirmed appointments, communicated with clients, and updated client records.
CSR
Aerotek Staffing Agency
06.2018 - 01.2019
- Company Overview: Centene Corporation
- Respond to telephone or written correspondence inquiries from members and/or providers within established timeframes utilizing current reference materials and available resources
- Provide assistance to members and/or providers regarding website registration and navigation
- Document all activities for quality and metrics reporting through the Customer Relationship Management (CRM) application
- Process written customer correspondence and provide the appropriate level of timely follow up
- May coordinate member transportation and make referrals to other departments as appropriate
- Maintain performance and quality standards based on established call center metrics including turn-around times
- Centene Corporation
RSR
McKesson Specialty Health
05.2015 - 05.2018
- Responsible for educating Pharmacies, Prescribers and Facilities on enrollment requirements
- Ensuring that the Pharmacies, Prescribers and Facilities comply with the requirements of the REMS program
- Processed REMS authorizations and reversals for pharmacies by fax/phone
- Processed enrollment forms via fax
- Updated Steak holders file when appropriate
- Collected information on PAE’s, PC’s and MI transfer to appropriate party
- Faxed copies of REMS authorization requests
CSR
Certified Languages INT
09.2010 - 05.2015
- Connection time under 3 minutes
- Ability to process 3,500- 4,000 calls a month
- Provided customer service for various clients who needed interpreters
- Input data entry so clients can be billed in a timely manner
CSR
American Traffic Solutions
01.2009 - 01.2010
- Took on average 80 calls per day
- Maintained a 95% quality score every month
- Provided customer service to red light camera violators
- Took multiple payments by phone
CSR & Collector
Pro Temp Agent
10.2008 - 12.2008
- Quick problem solving skills
- Arranged payments plans to bring customer current
- Ability to collect high dollar amount funds from delinquent customer
- Worked on a dialer, Took 100-150 calls per day
CSR & Collector
Equiant
11.2006 - 08.2008
- Provided excellent customer service for Time Share holders
- Trained 30 new hires
- Collected high dollar payment amounts
- Took on average 100-150 calls per day
Education
Diploma -
Maryvale High School
Phoenix, AZ05-2002
Skills
- Telephone etiquette
- Customer satisfaction
- Cash handling
- Cash management
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Quality control
- Customer education
- Order fulfillment
- Shipping and logistics
Acknowledgments
- Always meeting monthly requirements.
- Good Attendance record.
- Received certificate of completion HIPPA Awareness for Business.
- Ability to step in as team leader when needed.
- All around team player.
Timeline
Clerk
GXO Logistics
10.2023 - Current
CSR
Valley Respiratory Services
08.2020 - 09.2023
CSR
Frontline Staffing
06.2019 - 04.2020
CSR
Aerotek Staffing Agency
06.2018 - 01.2019
RSR
McKesson Specialty Health
05.2015 - 05.2018
CSR
Certified Languages INT
09.2010 - 05.2015
CSR
American Traffic Solutions
01.2009 - 01.2010
CSR & Collector
Pro Temp Agent
10.2008 - 12.2008
CSR & Collector
Equiant
11.2006 - 08.2008
Diploma -
Maryvale High School
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