LiveCareer-Resume

call center coordinator resume example with 9+ years of experience

Jessica Claire
Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000 - Cell: - resumesample@example.com - : - -
Summary

Dedicated professional with over 10 years of experience in management, customer service, and collections seeking a challenging position to utilize my experience and skills.

Highlights
  • Call center management experience
  • Strong problem solving ability
  • Conflict resolution proficiency
  • Customer service management expertise
Accomplishments
  • Promoted to Program Trainer at Convergys within first 6 months of employment.
  • Promoted to Call Center Coordinator at Barnes-Jewish Hospital within first 6 months of employment.
Experience
02/2019 to 09/2019
Customer Service Representative Saint-Gobain Corporation North America, SC,
Informed members of the benefits available with their plan.
09/2018 to 02/2019
Call Center Representative Ntt Data Corporation Baltimore, MD,
Schedule medical transportation for Medicaid/Medicare recipients.
05/2015 to 09/2018
Call Center Coordinator Cardinal Services, Inc. Warsaw, IN,
Assist Senior Management with interviewing potential employees. Discuss monthly call quality monitorings with 23 Operators. Generate and distribute detailed monthly AUX, Metric, and Incentive reports. Update Excel spreadsheet with over 300 Emergency Pages per month. Ensure staffing levels are met during shift call-offs. Update Doctor Oncall information for 30 Hospital specialties. Provide updated training information for new hire and tenured staff. Resolve staff and patient questions, issues and concerns.
01/2013 to 04/2015
Program Ready Trainer Western Dental Compton, CA,

Approved and corrected agent payroll. Created agent schedules daily. Facilitated curriculum to over 300 New Hire and CE Agents. Enforced Service Center policies, procedures, quality assurance metrics, and goals. Provided technical support for Comcast Communications customers regarding multiple lines of business. Addressed negative customer feedback immediately. Resolved customer questions, issues and complaints. Provided daily reports regarding agent attendance, behaviors, and trends.

11/2011 to 03/2012
Collections Agent Alorica Inc. Tampa, FL,
Collected past due payments on mortgage accounts for Wells Fargo and provided customer service for an average of 60+ calls per day. Answered customer inquiries, gained experience in problem solving, and provided account status for homeowners seeking refinancing options and loan modifications.
05/2008 to 04/2010
Personal Assistant/Student Worker/Intern Saint-Gobain Corporation Plymouth, MI,

Provided administrative assistance and performed research duties regarding grant proposals for the Development Directing Manager. Interned with Field Investigators and Intake Specialists of the Illinois Child Protective Services, while observing and aiding in criminal and civil cases.

2007 to 08/2007
Customer Service Representative ENTERPRISE RENT-A-CAR City, STATE,

Assisted customers with reservation sales and various customer inquiries. Effectively developed telephone communication skills and consistently met desired quotas. Located and interpreted complex information from a number of databases.

Education
Expected in 2010 to to
B.S: Criminal Justice
SANFORD BROWN COLLEGE - Fenton, MO
GPA:
B.S: SANFORD BROWN COLLEGE - Criminal Justice 2010 Fenton, MO
Skills

AS 400 Software, AmCom/SPOK Software, SmartCenter, SmartWeb, SmartRefresh, Avaya QM, Viewer, Contact Recorder, CMS Manager, Soarian Financials, Kronos, Microsoft Word, Powerpoint, Excel, and Outlook.

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Resume Overview

School Attended

  • SANFORD BROWN COLLEGE

Job Titles Held:

  • Customer Service Representative
  • Call Center Representative
  • Call Center Coordinator
  • Program Ready Trainer
  • Collections Agent
  • Personal Assistant/Student Worker/Intern
  • Customer Service Representative

Degrees

  • B.S

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