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Call Center Advisor Resume Example

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Jessica Claire
Montgomery Street, San Francisco, CA 94105
Home: (555) 432-1000 - Cell: - resumesample@example.com - -
Professional Summary

Focused customer relations professional skilled in lead generation and customer relationship development. Accomplished in providing unsurpassed support to demanding customers. Offering 24 years of experience in related roles, as well as passion for always improving numbers, enhancing knowledge and exceeding expectations.

Work History
02/2020 to Current
Call Center Advisor Drivetime Greenville, NC,
  • Directed incoming calls to internal personnel and departments, routing to best-qualified department.
  • Provided primary customer support to internal and external customers in fast-paced environment.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.
  • Effective liaison between customers and internal departments.
  • Handled over 50 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
  • Answered average of 30 emails and faxes per day, addressing customer inquiries, solving problems and complaints.
  • Delivered excellent customer service, resulting in consistent 100% customer satisfaction rating.
  • Promptly responded to inquiries and requests from prospective customers.
  • Assisted customers by listening closely, finding solutions to problems and making recommendations based on extensive product knowledge.
  • Handled customers in demanding call center setting in coordination with solid team of 10 customer service associates.
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Met all customer call guidelines including service levels, handle time and productivity.
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
  • Performed data entry with Capstone scheduling and also Microsoft spreadsheets to record call notes, suggestions and questions, and errors.
  • Resolved customer service issues over phone with customers daily.
02/2012 to 02/2020
Call Center Team Lead Comerica Manchester, MI,
  • Handled advanced issues with calm, knowledgeable and professional approach.
  • Oversaw team of 10 agents focused on Cardiology, ENT, Orthopedics, and Gastroenterology scheduling calls.
  • Fielded customer questions regarding company changes.
  • Generated reports detailing metrics such as call times and satisfaction ratings.
  • Motivated employees to increase productivity and maximize service quality with hands-on leadership style.
  • Responded to team support questions quickly to maintain call center efficiency.
  • Responded to customer requests for products, services and company information.
  • Connected callers with appropriate professional, department or business.
  • Attended safety training meetings to learn procedures for handling medical and fire emergency calls.
  • Directed incoming calls to internal personnel and departments, routing to best-qualified department.
  • Performed clerical work such as sorting mail, restocking supplies and typing documents.
  • Responded to customer inquiries with patience and positivity to establish excellent first impression.
  • Supported customers by managing 50-70 calls per day efficiently while maintaining professionalism and upbeat tone.
  • Searched relevant directories to find contacts, business addresses, and clinical information for customers and employees.
  • Maintained strong reputation of efficiency and accuracy, earning numerous recommendations from satisfied customers.
  • Shared best practices for customer service with other team members to help improve scheduling process.
  • Trained new sales associates each quarter.
  • Communicated directly with doctors offices via telephone, fax, and email.
  • Referred unresolved customer grievances to designated departments for further investigation.
  • Responded to all customer inquiries thoroughly and professionally.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
  • Documented all customer inquiries and comments thoroughly and quickly.
  • Determined customer needs by asking relevant questions and listening actively to responses.
06/2010 to 02/2012
Call Center Customer Service Representative Rocky Mountain Atv, Inc. Payson, UT,
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
  • Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.
  • Entered customer interaction details in Capestone to track requests, document problems and record solutions offered.
  • Detailed payment options and transferred customers to billing department for payment or further questions regarding bill.
  • Answered calls to meet fast-paced call center demands.
  • Resolved customer complaints and addressed emergency requests and needs.
  • Helped customers by approaching conversations with positive attitude and a smile.
  • Generated system report on incoming answered call volume and provided data insight to GEMBA board.
07/1995 to 06/2010
Patient Service Clerk Detroit Medical Center City, STATE,
  • Compiled and reviewed medical charts.
  • Used IDX to schedule appointments.
  • Assisted patients in filling out check-in and payment paperwork.
  • Worked with clinical nurse and manager to resolve scheduling problems, improve operations and provide exceptional customer service.
  • Worked with customers to understand requirements and provide exceptional customer service.
Education
Expected in 09/1995
Certified Medical Assistant: Medical Assistant
Crocket Vocational/technical Center - Detroit, MI
GPA:
Skills
  • Staff education and training
  • Professional telephone demeanor
  • Computer proficient
  • Medical terminology knowledge
  • Data Entry
  • Multi-line phone talent
  • Recordkeeping strengths
  • Complaint resolution

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How this resume score could be improved?

Many factors go into creating a strong resume. Here are a few tweaks that could improve the score of this resume:

93Good

Resume Strength

  • Formatting
  • Length
  • Personalization
  • Strong Summary
  • Target Job

Resume Overview

School Attended
  • Crocket Vocational/technical Center
Job Titles Held:
  • Call Center Advisor
  • Call Center Team Lead
  • Call Center Customer Service Representative
  • Patient Service Clerk
Degrees
  • Certified Medical Assistant