Apolloniabliss Bouyea
Wakefield
Summary
Dynamic customer service professional with a proven track record at AAA Northeast, achieving a 90% performance metric. Skilled in crisis management and conflict resolution, I excel in high-pressure environments, fostering teamwork and delivering exceptional support. My analytical problem-solving abilities and attention to detail ensure customer satisfaction and loyalty.
Overview
7
7
years of professional experience
Work History
Member Service Counselor
AAA Northeast
05.2022 - 11.2025
- Exceeded performance metrics at 90%, showcasing commitment to outstanding customer service.
- Handled high call volumes while delivering exceptional customer support with professionalism.
- Assisted motorists in distress by providing prompt solutions to roadside emergencies.
- Handled high-stress situations with composure, providing timely support to motorists in need.
- Resolved conflicts with customers and drivers, strengthening professional relationships.
- Promoted teamwork by proactively assisting colleagues and fostering collaboration.
- Adapted to emergency situations, including flat tires and lockouts, to ensure swift assistance.
- Actively participated in team meetings, contributing ideas for continuous improvement initiatives.
Prime Personal Shopper
Amazon
Boston
06.2020 - 08.2022
- Achieved quality goals for accuracy and timeliness in order fulfillment, enhancing customer trust.
- Sustained high satisfaction ratings through prompt order completion and tailored item selections.
- Reviewed customer orders meticulously to locate desired items and monitored app for updates.
- Memorized store layouts and planograms to optimize order fulfillment routes.
- Placed completed orders in labeled, temperature-appropriate storage for customer pickup and delivery.
- Guided new personal shoppers by sharing industry knowledge and best practices, fostering team development.
- Fully utilized all safety precautions while maintaining 100% vaccination compliance.
Senior Customer Service Rep Dual Skilled
Mercer
07.2018 - 01.2022
- Achieved 98% resolution rate on first customer calls.
- Delivered high-quality customer service by fostering trust and rapport with customers.
- Handled 100+ calls per day addressing employee benefits & personal lines inquiries.
- Resolved customer service issues by following company protocols and provided updates on open enrollment and personal lines (auto/home) to enhance customer satisfaction.
- Coordinated Employer Sponsored benefit package during open enrollment for new hires to ensure seamless onboarding.
- Processed appeals and advocated for employees with enrollment challenges due to late sign-ups.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions
Education
Bachelor of Science - Human Service
Springfield College
Springfield, MA08-2012
Skills
- Customer relationship management
- Call center operations
- Order fulfillment
- Insurance product knowledge
- Product knowledge
- Crisis management
- Conflict resolution
- Analytical problem solving
- Attention to detail
- Microsoft Office proficiency
- Quick adaptability
- Team collaboration
- Effective communication
- Interpersonal skills
- Critical analysis
- Professional networking
Timeline
Member Service Counselor
AAA Northeast
05.2022 - 11.2025
Prime Personal Shopper
Amazon
06.2020 - 08.2022
Senior Customer Service Rep Dual Skilled
Mercer
07.2018 - 01.2022
Bachelor of Science - Human Service
Springfield College