call center agent resume example with 19+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:
  • :

Organized and motivated employee eager to apply time management and organizational skills in various environments. Seeking entry-level opportunities to expand skills while facilitating company growth.

  • Quality Assurance Optimization
  • System Documentation
  • Professional Telephone Voice
  • Payment Processing
  • Training and Development
  • Report Preparation
  • Interpersonal Skills
  • Call Center Operations
  • Calm and Professional Under Pressure
  • Customer Data Confidentiality
  • Multitasking and Prioritization
  • Data Entry
  • Transaction Processing
  • Efficient and Detail-Oriented
  • Customer Service
  • Verbal and Written Communication
  • Understanding Customer Needs
  • Courteous with Strong Service Mindset
  • Issue and Complaint Resolution
  • Proficiency in
  • LMS, Team, HotSOS, Fronts, Excel and Sharepoint Software
Call Center Agent, 05/2014 - 07/2022
Hca Foster City, CA,
  • Handled customers effectively by identifying needs, quickly gaining trust, approaching complex situations and resolving problems to maximize efficiency.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Managed customer expectations by clarifying needs, identifying options and recommending products and services.
  • Managed high-volume of inbound and outbound customer calls.
  • Explained key information regarding products and services to customers to encourage informed decision-making.
  • Reviewed files, records and other obtained documents to respond to customer requests.
  • Maintained strong call control and quickly worked through scripts to address problems.
  • Documented customer inquiries and feedback and entered service delivery suggestions in company database.
  • Helped clients navigate online systems within established frameworks to obtain services.
  • Taught agents successful strategies for positively influencing customer experiences, maintaining control of call flow and de-escalating conflicts.
  • Assisted 150+ callers per week in fast-paced environment.
  • Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
Residental Director, 08/2009 - 12/2010
St. Catherine Of Siena Farmingdale, NY,
  • Planned and implemented strategies to grow revenue.
  • Analyzed problematic situations and occurrences to provide solutions and facilitate company survival and growth.
  • Guided and motivated staff to drive maximum performance.
  • Managed staff, financials and key performance indicators to facilitate business operations.
  • Recruited, hired and trained employees on operations and performance expectations.
  • Partnered with staff to create professional development plans to support personal and business growth.
  • Recommended corrective actions to conform to quality specifications.
  • Researched and negotiated pricing to reduce cost of equipment and supplies.
  • Supported work-life balance to improve staff Clairele.
  • Cultivated and maintained relationships to promote positive work culture.
Case Manger, 03/2004 - 06/2009
PeopleCare Inc. City, STATE,
  • Coordinated support services and optimized communication between healthcare workers and patients.
  • Monitored and kept meticulous records of patient treatment plans and response of patient to medication.
  • Adhered to ethical principles and standards to protect clients' confidential information.
  • Interviewed clients to highlight needs and develop personalized health care plans.
  • Monitored and evaluated delivery of services to clients to maintain quality care.
  • Provided case management services including intake, assessment, crisis intervention, advocacy, referral and monitoring of families.
  • Wrote reports, business correspondence and procedure manuals.
  • Advocated for clients by obtaining information regarding treatment options and clinical status.
  • Communicated with payers regarding clients' conditions, treatments and transitional plans.
  • Participated in regular team meetings and in-house training sessions to boost group effectiveness.
  • Scheduled follow-up home visits post-crisis to evaluate status of client.
  • Initiated client-centered care plan reflective of client's readiness for change and activation level.
  • Obtained authorizations for treatments and services to present clients with lower-cost but equally effective plans.
  • Maintained up-to-date case records with case activity status.
  • Developed trusting relationships with social services, health care providers and governmental agencies.
  • Conducted regular home visits to review and monitor care plans based on clients' needs and program requirements.
  • Assisted individuals with eligibility for available benefits.
  • Encouraged clients to articulate expectations and goals for successful rehabilitation.
  • Reviewed treatment plans against individual goals and healthcare standards.
  • Assessed cases for instances of abuse and neglect and took appropriate action.
  • Implemented quality disciplinary and team building policies to foster staff satisfaction and productivity.
Director of Residential Services, 11/1998 - 03/2003
PeopleCare Inc. City, STATE,
  • Demonstrated leadership by making improvements to work processes and helping to train others.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Fostered relationships with residents and worked with new residents to optimize acclimation and ease transition to new living environment.
  • Juggled multiple projects and tasks to ensure high quality and timely delivery.
  • Instructed staff and residents regarding routine procedures to maintain sanitary and healthy environment.
  • Set housing assignments and managed requests for adjustments.
  • Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
Education and Training
: , Expected in 11/1997
David L. Carrasco Job Corps Center - El Paso, TX
Status -
High School Diploma: , Expected in 05/1996
Canutillo High School - Canutillo, TX
Status -
Spanish :
Negotiated :
English :
Negotiated :

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Resume Overview

School Attended

  • David L. Carrasco Job Corps Center
  • Canutillo High School

Job Titles Held:

  • Call Center Agent
  • Residental Director
  • Case Manger
  • Director of Residential Services


  • High School Diploma

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