LiveCareer-Resume

agent representative exact sciences laboratories resume example with 19+ years of experience

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Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000, resumesample@example.com
Summary

Personable and dedicated Software Support Agent\ Customer Support/ Account Management Agent,with extensive experience in finance, software support, and logistics's industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Skills
  • Credit Card Payment Processing
  • Report Generation
  • Report Creation
  • Upbeat and Positive Personality
  • Customer Account Management
  • Issue and Complaint Resolution
  • Data Entry and Maintenance
  • Calm and Professional Under Pressure
  • Responding to Difficult Customers
  • Multitasking and Prioritization
  • Call Documentation
  • Courteous with Strong Service Mindset
  • Customer Service
  • Building Customer Trust and Loyalty
  • Transaction Processing
  • Needs Assessment
  • Order and Refund Processing
  • Data Entry
  • Creative Problem Solving
  • Upselling Products and Services
  • Customer Retention Strategies
  • De-escalation Techniques
  • Customer Data Confidentiality
  • Efficient and Detail-Oriented
  • Verbal and Written Communication
  • Understanding Customer Needs
  • CRM Software
  • Translation and Interpretation Services
  • Retail Sales Customer Service
  • · Over 10 years of financial industry experience
  • Freight Operations
  • Microsoft Office
  • High-Energy Attitude
  • Inbound and Outbound Calling
  • Route Management
  • Technologically Savvy
  • Shipping and Receiving Understanding
  • Call Center Operations
  • System Implementation
  • Courteous Demeanor
  • Conflict Mediation
  • Problem-Solving Abilities
  • Sales Expertise
  • Dispatching
  • Liaison between driver and broker
  • · Completed Freight Broker Training
  • Clerical Support
  • Adaptive Team Player
Experience
07/2022 to Current Agent Representative - Exact Sciences Laboratories Alliant | Walnut Creek, CA,
  • De-escalated, using proven techniques to de-escalate problematic customer concerns, maintaining calm, friendly demeanor.
  • Provide technical support to patients using
    My-Chart & Patient HUB
  • Assist customers who are experiencing technical difficulties obtaining results on their personal computers, smart phones, and I-Pad etc...
  • Educated prospective patients, current patients, and caregivers about Cologuard.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Made outbound calls to obtain account information.
  • Ensure all necessary information is correct,
    prior to shipping.
  • Educate patients and caregivers about HIPPA laws.
  • Explained results to patients
    regarding colorectal cancer screening tests.
  • Developed strong customer relationships to encourage repeat business.
  • Successfully retain patients who are
    contemplating using other products.
  • Educate patients about their insurance coverage.
  • Successfully maintained customers
11/10/21 to 01/31/22 Agent Representative Berkshire Hathaway Homeservices | Mission Viejo, CA,
  • Demonstrated excellent organizational skills, communication skills, and attention to detail in resolving product and consumer complaints.
  • Educated customers on special pricing opportunities and company offerings.
  • Answered incoming calls. chats, emails, providing frontline customer support or assistance with product and service transactions.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.

  • Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
  • Promote Williams Sonoma specials and products
06/2008 to 11/2008 Agent Services Representative Arisglobal | Ca, CA,
  • Developed strong customer relationships to encourage repeat business.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Used proven techniques to de-escalate angry customers during telephone interactions.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Investigate and resolve reported issues utilizing provided software tools.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
  • Answered inbound calls, chats and emails to facilitate customer service.
10/2008 to 04/2017 Business Analyst Bcfs | Fairfield, CA,
  • Provided technical and training support for over 600 financial institutions across the United States on multiple banking cores and applications
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Installed and performed minor repairs to hardware, software or peripheral equipment.
  • Maintained positive working relationship with fellow staff and management.
  • Developed training materials and procedures or trained users in proper use of hardware or software.
  • Answered user inquiries to resolve computer software or hardware operation problems.
  • Referred major hardware or software problems or defective products to vendors or technicians for service.
  • Read technical manuals, conferred with users or conducted computer diagnostics to investigate and resolve problems.
  • Properly installing software, administrating updates and upgrades
  • Maintained audit trail and statistical records of problems and conditions reported by client.
  • Maintained records of data communication transactions, problems and remedial actions or installation activities.
  • Read technical manuals to maintain knowledge of hardware and software.
  • Executed SQL queries for data validation and verification.
  • Performed Regression and UAT prior to releasing the software to end users.
05/2017 to 12/2022 Logistics Coordinator Noblis, Inc. | Fort Washington, MD,
  • Abided by safety training protocols and accident preparedness procedures to maintain safe working conditions.
  • Determined response to effectively deal with emergencies, accidents and breakdowns.
  • Managed movement, sorting and loading of supplies to keep deliveries on schedule.
  • Dispatched information to service providers to schedule freight movement.
  • Developed action plans with driving personnel to reduce service failure.
  • Organized purchase and delivery of materials needed for various contracts.
  • Analyzed client orders and deadlines with available driving personnel to plan and execute assignments.
  • Implemented inventory control measures to safeguard sensitive items and equipment.
  • Relayed information between drivers and recipients regarding ETA and potential delays.
  • Maintained records of damaged goods, backorders and applicable regulatory reporting.
  • Evaluated problematic conditions to resolve issues and optimize service levels.
  • Maintained and updated systems to drive communication with internal and external customers.
  • Managed paperwork and necessary information required for client shipments.
  • Evaluated incoming pick-up and delivery requests to determine driver assignments.
  • Liaised with internal and external customers to drive timely delivery of goods and orders.
  • Verified safe operations of trucks.
  • Understand employees’ performances and create appropriate action plan for corrective action, if necessary
06/2006 to 10/2008 Senior Fraud Analyst Tkc Holdings | Douglas, AZ,
  • Communicated with customers and company personnel, utilizing active listening and interpersonal skills.
  • Used multiple data sources to derive end-to-end fraud performance metrics.
  • Served as primary contact for fraud claim inquiries.
  • Determined existing fraud trends by analyzing accounts and transaction patterns.
  • Analyzed and reviewed confidential banking information
  • Responsible for account management and making decisions to write off financial losses or pursue a more in-depth investigation (in the field)
  • Advise business customers of the bank’s legal liabilities and limitations based on collected facts and financial analysis
01/2006 to 06/2006 Field Support Technician Live Nation Entertainment Inc | Silver Spring, MD,
  • · Converted on-site, Bank of America branches to a new teller platform
  • Performed on-site installation, routine maintenance and minor repairs to systems.
  • · Provide on-site technical support for several banking centers
  • · Coach and train associates for smooth transition during conversion phase
  • Trained customers on equipment after installation.
  • Communicated with vendors, upper management and peers.
  • Mentored and trained new employees on processes.
  • Explained and demonstrated equipment operations to customer.
  • Wrote detailed service reports describing work completed, issues and recommendations.
  • Handled telephone support calls to determine issues and provide solutions.
  • Delivered outstanding customer service on field visits to meet corporate guidelines.
  • Collaborated with team members to assess equipment performance needs.
01/2005 to 01/2006 Agent ( Personal Banker & Teller) Support Augmedix | San Francisco, CA,
  • Provide analytical and technical support to Bank of America and former Fleet banking center associates.
  • Maintained customer data confidentiality while inputting information into system.
  • Trained new hires on Bank of America systems and platforms
  • Assist Bank of America’s banking centers with accuracy, implementation and education of operational banking policies and procedures
  • Educate banking center associates on federal banking regulations
  • Used remote login tools to assist clients with technical and product questions.
  • Served as first point of contact for incoming technical service calls for former Fleet Bank Associate who were new to Bank Of America.
  • Walked former Fleet Bank associate through common phone software configurations to maximize service functionality and Bank of America's policy and procedures.
  • Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
  • Demonstrated advanced product knowledge to solve customer issues.
  • Developed and maintained strong relations with internal customers to meet quality expectations.
  • Stayed abreast of latest software developments to enhance job knowledge.
  • Documented customer complaints and inquiries for use in technical documentation and bug tracking.
  • Assisted customers with various types of technical issues via telephone & live chats.
  • Assisted customer in understanding products, components and systems using technical demonstration.
10/2003 to 10/2004 Human Resources Assistant GE Card Services | City, STATE,
  • Initialized background checks for potential new hires.
  • Assisted in administering employee benefit programs and worker's compensation plans.
  • Assisted candidates with application processes by answering questions about application, performing background checks, providing I-9 forms and handling drug screening paperwork.
  • Processed, verified and maintained personnel-related documentation.
  • Gathered personnel records from other departments or employees.
  • Created and maintained internal job descriptions and postings to accurately reflect roles.
  • Searched employee files to obtain information for authorized persons and organizations.
  • Verified previous employers and other references to determine applicants' employment acceptability.
  • Interviewed job applicants to obtain and verify information for screening and evaluation.
  • Coordinated new employee onboarding with orientation scheduling and preparation.
  • Examined employee files to answer inquiries for assistance with personnel actions.
  • Worked with HR department to devise and update policies as needed for corporate accountability and workplace health.
  • Explained company personnel policies, benefits and procedures to employees or job applicants.
  • Conducted candidate interviews to gain additional insight into professional background and skill set.
  • Prepared and set up new employee orientations.
  • Created, organized and maintained employee personnel files to keep sensitive data secure.
  • Guided new hires through orientation and onboarding and explained documentation requirements to facilitate HR process.
  • Maintained FMLA (Family Medical Leave Act) database ensuring that company remained in compliance with the Federal law
01/2023 to 10/2023 Account Manager GE Card Services | City, STATE,
  • Developed successful customer relationships and quickly resolved service requests to increase sales.
  • Oversaw multiple accounts and worked diligently to meet and exceed performance goals.
  • De-escalated customer interactions by providing alternative tactics to solving problems and satisfying customer needs.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
  • Acted as main point of contact in matters relating to client concerns and needs.
  • Built and maintained productive relationships with customers and internal partners.
  • Provide day-to-day account servicing and resolution of routine to moderately complex inquires and operational request for accounts and clients
Education and Training
Expected in 05/1997 to to Bachelor of Arts | Anthropology Emory University, Atlanta, GA GPA:

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Resume Overview

School Attended

  • Emory University

Job Titles Held:

  • Agent Representative - Exact Sciences Laboratories
  • Agent Representative
  • Agent Services Representative
  • Business Analyst
  • Logistics Coordinator
  • Senior Fraud Analyst
  • Field Support Technician
  • Agent ( Personal Banker & Teller) Support
  • Human Resources Assistant
  • Account Manager

Degrees

  • Bachelor of Arts

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