Results-oriented Customer Service Specialist with over 7 years of diverse background in management, customer service, and sales. While having the ability to build productive relationships, resolve complex issues and win customer loyalty.
Strong problem solver
Time and Team management
Conflict resolution proficiency
Customer service and Call Center management
Adaptive team player
Dedicated to process improvement
Proficient in customer account software
Active listening skills
Strong organizational skills
Energetic work attitude
Promoted to Call Center Team Lead in 2012.
Resolved client conflicts to prevent loss of key accounts.
Trained a special team of 7-10 full time employees to handle escalated calls and complaints, thereby managing the time of customer service effectively.
Restoring Foundations MentorshipIndianapolis, INAdministrative Assistant12/2013 to 01/2016
Duties were to provide full range of administrative support, while assisting office manager with daily office operations and maintenance of equipment.
Made copies, sent faxes and handled all incoming and outgoing correspondence. Received and screened a high volume of internal and external communications, including email and mail.
Planned meetings, scheduled appointments and prepared conference rooms.
Disbursed checks and other payroll related tasks, managed the day-to-day calendar for the company's director.
Resolved customer questions, issues and complaints.
Properly routed agreements, contracts and invoices through the signature process.
Preferred Financial Solutions InccIndianapolis, INStudent Loan Specialist/Customer Service Call Center Team Lead09/2012 to 10/2013
Interviewed, trained and supervised 10-12 call agents within high volume call center while maintaining proper protocol to clients in regards to consolidation, debt relief
Perform tasks of monitoring, organizing, and coaching team on a daily basis to identify new ways to increase the opportunities of sales and service.
Process over 150 inbound/200 outbound calls a day while multi-tasking through 7-8 different computer windows.
Process financial transactions, consistently update vital customer information on all consumer accounts.
Handle escalated calls, complaints, questions, queries and any unresolved issues with federal and private loans
Reconciled discrepancies with clients. Used probing techniques to determine reason for delinquency. Negotiated to collect balance in full or best possible arrangements for consumer and company.
Penn Presbyterian Medical CenterPhiladelphia, PACertified Nursing Assistant03/2009 to 05/2012
To give and uphold a professional demeanor at all times giving patient care.
Perform routinely blood draws, EKG's, bladder scans, vital signs, accu checks, daily weights, colostomy/urinostomy trained, collect specimens, prepared patient rooms prior to their arrival, etc.
Provided personal nursing care in pre- and post-operative situations.
Assist physician and charge nurse as needed. Assisted with ADLs. Provided patients and families with emotional support.
Observed and documented patient status and reported patient complaints to the case manager.
Daily use Excel, Microsoft Office, Data Entry and Medical terminology. Charted daily information on the residents such as mood changes, mobility activity, eating percentages, and daily inputs and outputs on flow sheets.
Genesis Healthcare/ Belvedere Nursing HomeChester, PACertified Nursing Assistant06/2006 to 03/2009
To give professional/ compassionate daily living care to dementia, physically/ mentally challenged and other different diagnosed patients.
Help administer medication/ with medical exams and admissions.
Daily patient transfers/ vital signs/ collecting different specimens/ medical terminology.
Business 21 PublishingSpringfield, PACustomer Service Representative07/2004 to 03/2005
Handle consumer and business executives calls in a timely manner
Confirm mailing and billing information while processing business office orders
Verified that information in the computer system was up-to-date and accurate.
Provided accurate and appropriate information in response to customer inquiries.
Able to remain calm, maintain pleasant voice tone and use appropriate professional language especially dealing with impatient/short-tempered and problematic clients.
Business Management/Business AdministrationCurrent DateIndiana Technical University, Fort Wayne, INBusiness Management/Business Administration
Certificate of Completion:Health Occupations CNAMarch 2006Blue Ridge Job Corps, Marion, VA
Call Center Service Operations,
Complaint Handling/Dispute Resolution
Sales Lead Generations, Data Entry/Records Management
Multi-Line Phone Use, MS Word, Excel and Access, Microsoft Office Suite, Type 50wpm, Multi-Task
Clear Communication Skills, ability to use positive language, active listener