Alunmni Telefund Caller Resume Example Johnson Controls, Inc.

ALUNMNI TELEFUND CALLER

Professional Summary

My name is Waynetishia Knox-Harlan and I am a young professional who has recently relocated from the east Tn area. I have experience with customer interfacing, classified data entry & reporting, and facilitating multicultural group dynamics. My proven leadership, time management, and organizational skills have consistently served me well throughout my career. I'm currently seeking to apply my strong work ethic and passion for assisting others. I'm seeking an opportunity that curates growth professionally and personally.

Work History

Johnson Controls, Inc. - Alunmni Telefund CallerPortland , ME05/2017 - 12/2020

Managed quality assurance program, including on-site evaluations, internal audits and customer surveys.
Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
Handled [Number] calls per [Timeframe] to address customer inquiries and concerns.
Resolved [Type] problems, improved operations and provided exceptional client support.
Developed team communications and information for [Type] meetings.
Maintained excellent attendance record, consistently arriving to work on time.
Increased customer satisfaction by resolving [Product or Service] issues.

Kaiser Permanente - Customer Service AgentFontana , CA05/2018 - 08/2019

Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
Maintained accurate and current customer account data with manual forms processing and digital information updates.
Recommended products to customers and suggested other options if preferred product was unavailable.
Demonstrated high attention to detail, organization, and ability to manage multiple tasks and projects simultaneously.
Addressed customer complaints and mitigated dissatisfaction by employing timely and effective solutions.
Entered customer interaction details in [Software] to track requests, document problems and record solutions offered.
Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
Communicated professionally with colleagues, freelancers and clients.
Educated customers on promotions to enhance sales.
Exhibited high energy and professionalism when dealing with all levels of clients and staff.
Entered customer information into customized computer system with [Software] to document and organize client records.
Devised workaround solutions for [Type]-related issues, resulting in [Result].
Educated clients on account services and resolved client inquiries regarding statement information and account balances.
Adapted to new applications and maintained knowledge of current technologies.
Provided primary customer support to internal and external customers in fast-paced environment.
Contributed to company achieving and holding industry-leading customer service ratings.
Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
Managed expectations and exhibited excellent follow-through related to [Task].
Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Resolved over [Number] customer issues per shift by researching and exploring answers, implementing solutions and escalating unresolved problems to upper management.
Helped [Number] customers every [Timeframe] by approaching conversations with positive attitude and [Action].
Addressed escalated customer service issues sent from [Type] and [Type] teams to save customer relationships.
Managed confidentiality without exception through [Action] and [Action].
Maintained and encouraged customer loyalty through courteous and efficient resolution of disputes, complaints and discrepancies.
Contacted clients to verify account information and maintain accuracy, resulting in [Number]% increase in client satisfaction.
Contacted customers to return routine and general calls promptly.
Responded proactively and positively to rapid change.
Answered over [Number] calls per [Timeframe] to meet fast-paced call center demands.
Sought ways to improve processes and services provided.
Facilitated communications through management of inbound and outbound customer calls.
Assisted call-in customers with questions and orders.
Described and explained details about over [Number][Product or Service] options to inform customers and guide purchasing decisions.

Unum - Disability Claims ProcessorCity , STATE01/2018 - 04/2018

Resolved conflicts and negotiated mutually beneficial agreements between parties.
Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
Maintained excellent attendance record, consistently arriving to work on time.
Resolved [Type] problems, improved operations and provided exceptional client support.
Worked with [Type] customers to understand needs and provide [Type] service.
Handled [Number] calls per [Timeframe] to address customer inquiries and concerns.

Chattanooga Room In The Inn - Case Manager InternCity , STATE05/2017 - 08/2017

Conducted intake and assessments to formulate treatment plan and manage client records.
Leveraged practice management software to complete weekly progress notes, update quarterly treatment plans and maintain patient records.
Collaborated with social services, referral sources and other treatment professionals to meet patient care needs.
Countered problematic behavior with healthy alternatives to enhance mental, emotional and physical wellness and increase energy.
Managed quality assurance program, including on-site evaluations, internal audits and customer surveys.
Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
Developed team communications and information for [Type] meetings.
Resolved [Type] problems, improved operations and provided exceptional client support.
Resolved conflicts and negotiated mutually beneficial agreements between parties.
Maintained excellent attendance record, consistently arriving to work on time.
Worked with [Type] customers to understand needs and provide [Type] service.

Skills

Directing callers
Caller information obtainment

Developed outstanding verbal communication and active listening skills, which promoted better responses to callers and boosted call intake by [Number]%.
Delivered information on [Type] and [Type] program to callers, enabling positive decision-making and educated elections for service.

Education

05/2013Ridgeway High SchoolCityHigh School Diploma

12/2017The University of Tennessee - ChattanoogaCity, StateBachelor of Science: Psychology

Expected in 08/2020Liberty UniversityCity, StateMaster of Arts: Human Services Counseling: Marriage And Family

Resume Overview

School Attended

Ridgeway High School
The University of Tennessee - Chattanooga
Liberty University

Job Titles Held:

Alunmni Telefund Caller
Customer Service Agent
Disability Claims Processor
Case Manager Intern

Degrees

High School Diploma
Bachelor of Science : Psychology
Master of Arts : Human Services Counseling: Marriage And Family

Alunmni Telefund Caller Resume Example

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