Eboni McBride
Chicago
Summary
Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers.
Overview
17
17
years of professional experience
Work History
Customer Care Advocate
Ursus/iRhythm
02.2024 - Current
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Logged call information and solutions provided into internal database.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Navigated multiple computer systems and applications to find information.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Responded proactively and positively to rapid change.
- Provided superior customer care by troubleshooting customer/patient issues relating to product, services, and patient enrollment.
- Inbound and outbound call work as assigned.
Respond to inquiries, complete order fulfillment and provide information to external and internal customers and accounts.
Healthcare Call Center Representative
Wellbe Senior Medical
07.2023 - 01.2024
- Communicating the WellBe model and persuade patients to schedule initial in-home visits
- Making outbound calls (90% of time) and/or receive incoming calls from health plan members to coordinate and schedule in-home visits with nurse practitioners
- Following call scripts for engagement and be adept at framing conversations tailored for the individual you are speaking to
- Answering questions, clarify information and provide solutions for potential patient concerns
- Explaining the benefits of health risk assessments and overcome patient concerns or objections
- Accurately and concisely document customer feedback and special needs indicated during each call in a computer-based system
- Identifying any current issues and anticipate future needs by providing additional information, as needed
- Navigating an electronic medical record to access the appropriate information required
- Utilizing standard office equipment, including telephone, and computer
- Performing special projects as needed
- Assisting in the implementation of various marketing activities that support the marketing calendar to drive brand awareness and revenue growth.
Switchboard Operator
Holy Cross Hospital
06.2022 - 07.2023
- Received, screening and relaying incoming and outgoing calls to proper individuals, department or hospital services
- Ensured effective and efficient operation of paging system
- Ensured the code team is dispatched following hospital protocol
- Ensured accuracy in department procedure during external/internal disasters
- Conducted a wide range of paging functions
- Monitored fire alarm system according to departmental procedures and calls fire codes accordingly
- Announced per policy all Emergency codes
- Provided accurate information to patients, staff, physicians, and the public, as requested
- Maintained department logs for various department procedures, equipment/ pagers/keys that
- Telecommunications releases for use by hospital staff
- Assisted with assignment and distribution of pagers as needed; process for needed repairs, when issues are identified
- Sorted and distributing US mail and interoffice mail
- Sent desktop alerts daily for 'patient quiet time' in the evening, and as needed for various announcements i.e., outside agency arrival and departures, staff announcements or codes
- Updated information of all pertinent doctor's changes, office number, cell number or home number.
Call Center Agent/Customer Service
IDES @ Insight Global
11.2020 - 05.2022
- Inbound and outbound calling
- Evaluating the circumstances of a case of suspected fraud and make recommendations about future measures
- Advising businesses or agencies on ways to improve fraud detection
- Closed fraud claims and 1099g claims
- Password resetting/troubleshooting
- Crossed trained in different departments of IDES
- ID Verification - checking the legitimacy of different forms of ID (social security card, license, passport, etc.) and confirming they are authentic
- Claims processing
- Data entry
- Investigated and resolved customer inquiries and complaints quickly
- Answered average of 200 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
Tenant Services Coordinator
MAC Property Management
03.2016 - 10.2020
- Handled customer service inquiries, complaints, billing questions and payment extension/service requests including upgrades
- Resident Services for Kansas City, St.Louis Missouri's MAC Properties
- Networking with prospective residents by email, telephone, and in-person
- Performed basic troubleshooting tactics to resolve technical issues
- Interviewed potential call center agents
- Answered, screening, and forwarding incoming phone calls
- Scheduled tours and Maintenance work orders
- Processed online service request
- Inbound and Outbound calling
- Screened potential tenants
- Input and update resident directories, key-card and waiting information
- Followed-up on resident move-outs and preventive maintenance checklists
- Managed the scheduling and logistics of all interviews for potential candidates that align with program needs for enrollment
- Assisted with aspects of the pre-screening process for prospective for the contact center and front desk
- Call metrics was 150 calls a day
- Attended and setup job fairs for the contact center
- Assisted in the implementation of various marketing activities.
Customer Service Representative
Google Express, Adecco
08.2014 - 03.2016
- Helped google establish a new business venture in Chicago, Il
- Execute daily tasks and inventory validation checks, using a range of mobile devices
- Work closely with Retail Management, employees, and Store Leads for ongoing product/process feedback
- Communicate directly with Retail Store Managers to integrate operations processes, troubleshoot issues, and report feedback to the Store Operations Lead
- Work with the design team to test new operational processes and provide key insights and quality feedback
- Under the direction of the Field Operations Lead, manage hardware assets used for in store processes
- Explained products and benefits
- Assisted in the implementation of various marketing activities.
Sales Specialist
Macy's
10.2007 - 10.2014
- Maintained current client relationships through relationship selling
- Built new customer relationships to maximize sales volume
- Inter-selling product and merchandise through-out store
- Contacted customers via telephone/email to promote events, new merchandise and promotions on a consistent basis
- Exceeded customer expectations by ensuring great customer service is delivered
- Performed additional tasks as required
- Educated customers about product features and benefits to aid in selecting best options for each individuals' needs
- Built rapport with customers and assessed needs to make product recommendations and upsell.
Telephone Interviewer
NORC at the University of Chicago
05.2008 - 05.2010
- Responded to customer inquiries
- Researched required information using available resources
- Handled and resolve customer complaints
- Provided customers with product and service information
- Entered customer information
- Processed orders, forms and applications
- Identified and escalate priority issues
- Route calls to appropriate resource
- Followed call center protocols when notifying participants of call purpose and use of information
- Gathered data and insights from participants during telephone interviews.
Education
Associate of Arts - Art Education
Kennedy King College
Chicago, IL01.2001
High School Diploma - undefined
Kenwood Academy High School
Chicago, IL06.1999
Skills
- Reservation Coordination
- Setting Reservations
- Electronic Filing System
- Office Connections
- Customer Service
- Call Center
- Data entry
- Inbound and outbound calls
- Filing
- Telecommunication
Timeline
Customer Care Advocate
Ursus/iRhythm
02.2024 - Current
Healthcare Call Center Representative
Wellbe Senior Medical
07.2023 - 01.2024
Switchboard Operator
Holy Cross Hospital
06.2022 - 07.2023
Call Center Agent/Customer Service
IDES @ Insight Global
11.2020 - 05.2022
Tenant Services Coordinator
MAC Property Management
03.2016 - 10.2020
Customer Service Representative
Google Express, Adecco
08.2014 - 03.2016
Telephone Interviewer
NORC at the University of Chicago
05.2008 - 05.2010
Sales Specialist
Macy's
10.2007 - 10.2014
High School Diploma - undefined
Kenwood Academy High School
Associate of Arts - Art Education
Kennedy King College
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