Octavia Hordge
Phoenix,AZ
Summary
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.
Overview
21
21
years of professional experience
Work History
Manager
Medical Supply Chain
06.2017 - 11.2023
- Provided comprehensive customer support, including inbound and outbound calls, demonstrating exceptional communication skills and a strong customer service orientation-key for effectively managing claimant interactions
- Managed medical supply orders, showcasing the ability to handle logistics, coordinate with different stakeholders, and ensure timely delivery
- Increased customer satisfaction, by implementing strategies and processes that enhanced service delivery
- Assisted in developing evaluation criteria for purchasing new medical equipment.
Shop Manager
Milan Hair Salon
12.2015 - 05.2017
- Established work procedures and processes that aligned with company and departmental standards
- Increased customer satisfaction by implementing effective sales strategies and providing exceptional customer service.
- Managed inventory levels for optimal product availability, resulting in fewer stockouts and increased sales.
- Streamlined store operations by delegating tasks efficiently to team members and monitoring progress regularly.
- Recruited trained, and mentored a high-performing staff, fostering a positive work environment that encouraged teamwork and collaboration.
Call Center Agent
Survey Sampling International
08.2012 - 11.2015
- Efficiently evaluated responses
- Conducted in-depth research
- Engaged with respondents nationally over phone
- Facilitated smooth operations by planning and coordinating resources
- Consistently met daily call quotas.
- Managed approximately 150 inbound/ outbound calls and emails per day from customers.
- Enhanced call center efficiency by effectively managing high call volumes and multitasking in fast-paced environments.
- Consistently met or exceeded performance targets through diligent attention to detail and strong communication skills.
Customer Service Representative
AT&T
08.2002 - 12.2007
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Education
High School Diploma -
Lincoln High School
San Diego, CASkills
- Analytical Abilities & Attention to Detail: Essential for investigating and evaluating claims to make informed decisions
- Excellent Communication & Negotiation Skills: Crucial for interacting with claimants, witnesses, and insurance professionals
- Proficient in PC Skills & Relevant Software: Including Microsoft Office and industry-specific databases, important for documenting and managing claims
- Ability to Work in Fast-Paced Environment: Demonstrates resilience and capability to manage significant workload efficiently
- Customer Service Expertise: Emphasizes claimant-focused approach, ensuring satisfaction and fair treatment during claims process
- Problem-Solving & Research Skills: Vital for identifying issues, investigating complex scenarios, and finding solutions
- Adherence to Policies & Regulations: Understanding of and compliance with legal requirements, company policies, and insurance regulations
Timeline
Manager
Medical Supply Chain
06.2017 - 11.2023
Shop Manager
Milan Hair Salon
12.2015 - 05.2017
Call Center Agent
Survey Sampling International
08.2012 - 11.2015
Customer Service Representative
AT&T
08.2002 - 12.2007
High School Diploma -
Lincoln High School
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