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Alunmni Telefund Caller Resume Example

Resume Score: 80%

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WH
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
University Of Tennessee Chattanooga - Alunmni Telefund CallerChattanooga, TN05/2017 - 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.
Southtree - Customer Service AgentChattanooga, TN05/2018 - 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 ProcessorChattanooga, TN01/2018 - 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 InternChattanooga, TN05/2017 - 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 SchoolMemphis, TNHigh School Diploma
12/2017The University of Tennessee - ChattanoogaChattanooga, TNBachelor of Science: Psychology
Expected in 08/2020Liberty UniversityLynchburg, VAMaster of Arts: Human Services Counseling: Marriage And Family
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Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.

Resume Overview

Companies Worked For:

  • University Of Tennessee Chattanooga
  • Southtree
  • Unum
  • Chattanooga Room In The Inn

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

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