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Call Center Agent Resume Example

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CALL CENTER AGENT
Professional Summary

Practiced [Job title] with more than [Number] years of experience contributing to client satisfaction, retention, and loyalty. Skilled in identifying and targeting individual needs, recommending products and services, and delivering customized solutions and hands-on support. Adept at working collaboratively to deliver timely and quality responses to service requests. Offering proven history of success within call center environments, continuously surpassing goals while ensuring compliance with company standards and mission. Patient professional talented at assisting customers with questions and concerns, entering and updating customer details and managing escalated issues. Enthusiastic and service-oriented individual with exceptional communication and multitasking abilities. Proficient in [Software] and [Software]. Proficient [Job Title] with superior work ethic and expertise in working from scripted responses to resolve customer problems. Driven and responsible with adaptable, solution-oriented nature. Excellent conflict mediator and efficient multitasker. Knowledgeable Call Center Representative with experience assisting [Industry] customers. Accomplished in recording accurate information while exceeding customers' expectations in high-volume call center. Gifted in keeping sensitive and confidential information private. Empathetic Call Agent with proven ability to build strong customer relationships. Caring and kind with focus on understanding and resolving customer issues. Organized Call Center Agent offering [Number]-year career in sales and customer service. Committed to quickly and thoroughly answering customer questions. Experienced in training new employees on processes and procedures.

Skills
  • Scheduling
  • Customer Complaint Resolution
  • Appointment Setting
Work History
Call Center Agent08/2010 to Current
Loma Linda Veterans Health Adminstration – Loma Linda, CA
  • 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.
  • Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Assisted [Number] customers in average [Timeframe] by answering questions, responding to inquiries and handling telephone requests.
  • Responded to customer requests for products, services and company information.
  • Resolved issues by coordinating with [Type] department team.
  • Delivered support to [Number] customers every [Timeframe].
  • Maintained high levels of customer satisfaction and retention by [Action] and [Action].
  • Received multiple positive reviews acknowledging dedication to excellent customer service.
  • Resolved over [Number] customer issues per shift by researching and exploring answers, implementing solutions and escalating unresolved problems to upper management.
  • Trained [Number] new hires to process returns, exchanges and telephone orders, boosting customer satisfaction [Number]% in [Year].
  • Answered over [Number] calls per [Timeframe] to meet fast-paced call center demands.
  • Maintained customer satisfaction rate of [Number]%.
  • Addressed escalated customer service issues sent from [Type] and [Type] teams to save customer relationships.
  • Promoted available products and services to customers during service, account management and order calls.
  • Helped [Number] customers every [Timeframe] by approaching conversations with positive attitude and [Action].
  • Conferred with customers about concerns with products or services to resolve problems and drive sales.
Lead Medical Support Assistant06/2006 to Current
Loma Linda Veterans Health Adminstration – Loma Linda, CA
  • Completed skilled administrative work to support all office staff and operational requirements.
  • Frequently double-checked patient histories and current information while scheduling follow-ups and other appointments.
  • Coordinated front office duties, including customer service, patient scheduling and billing.
  • Answered phone calls and messages for [Number]-physician [Type] medical facility, scheduling appointments and handling patient inquiries.
  • Organized paperwork such as charts and reports for office and patient needs.
  • Maintained office supplies inventory by checking stock and ordering new supplies as needed.
  • Coordinated patient scheduling, check-in, check-out and payments for billing.
  • Kept detailed records of office inventories and placed $[Amount] orders for more supplies.
Certified Nursing Assistant06/2006 to Current
Loma Linda Veterans Affairs Health Adminstration – Loma Linda, CA
  • Evaluated patients to identify and address wounds, behavioral concerns and medically relevant symptoms.
  • Conferred with multidisciplinary healthcare team to help effectively manage patient conditions with regular testing and vitals assessments.
  • Assisted patients with mobility needs, including moving to and from beds, organizing wheelchairs and preparing assistive devices.
  • Gathered dietary information, assisted with feeding and monitored intake to help patients achieve nutritional objectives and support wellness goals.
  • Obtained client medical history, including medication information, symptoms and allergies.
  • Cleaned and prepared rooms between patients, using aseptic technique to prevent infections and cross-contamination.
  • Delivered individualized patient care by recording vital signs, documenting observations, administering [Type] treatments and evaluating patient needs.
  • Cared for average of [Number] patients per [Timeframe] in [Type] facility, delivering high-quality, efficient support to meet all needs.
  • Complied with all company-specific guidelines and performed hands-on nursing care to patients under RN supervision.
  • Transported patients between rooms and appointments or testing locations.
  • Checked patient vitals such as temperature, blood pressure and blood sugar to stay on top of symptoms and keep [Job title]s informed of changes.
  • Oversaw and maintained patients' rooms, group living areas and nurse stations.
  • Promoted good oral and personal hygiene by aiding [Type] patients with shaving, bathing and teeth brushing.
  • Helped patients effectively manage routine bathing, grooming and other hygiene needs.
  • Facilitated activities of daily living, including personal hygiene management, feeding and ambulation.
  • Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
  • Supported ambulation and physical therapy needs by conducting planned exercise routines.
Education
GEDExpected in 09/2020Mt San Jacinto College- San Jacinto, CA
Associate of Applied ScienceExpected in 06/2022Mt San Jacinto College- San Jacinto, CA
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Resume Overview

Companies Worked For:

  • Loma Linda Veterans Health Adminstration
  • Loma Linda Veterans Affairs Health Adminstration

School Attended

  • Mt San Jacinto College

Job Titles Held:

  • Call Center Agent
  • Lead Medical Support Assistant
  • Certified Nursing Assistant

Degrees

  • GED Expected in 09/2020
    Associate of Applied Science Expected in 06/2022

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