call center credit union representative resume example with 12 years of experience
Jessica Claire
- 609 Johnson Ave.49204TulsaOK 100 Montgomery St. 10th Floor
- (555) 432-1000
- resumesample@example.com
- Date of Birth:
- India:
- single:
- :
Summary
Client focused training specialist with 10+ years of experience building rapport with customers/clients and providing quality support. Gifted in answering large volume of customer calls and resolving customer complaints. Recognized for consistently earning top customer satisfaction ratings. Proven to remain calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication, and focused solutions. Expert at finding win-win solutions. Personable, friendly and dedicated to customer loyalty and satisfaction.
Skills
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Experience
Call Center Credit Union Representative, 02/2022 - Current
Canada Goose – Boston, MA
Canada Goose – Boston, MA
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Maintained strong call control and quickly worked through scripts to address problems.
- Consulted with customers to resolve service and billing issues.
- Updated customer accounts, addresses, and contact information within call management databases.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Provided customer service and issue resolution to increase QA satisfaction levels.
- Consistently met service team sales targets and call handling quotas consistently.
- Educated clients on how to conduct transactions with convenient online solutions.
- Collected payments, tracked rewards, and handled customer service issues for 20+ customers per shift.
- Provided advice and front-line expertise to internal committees in order to improve team, service, and procedural standards.
- Excelled in exceeding daily credit card application goals.
Express Scripts Call Center Supervisor, 12/2018 - 02/2022
Teleperformance USA – City, STATE
Teleperformance USA – City, STATE
- Provides client-focused solutions utilizing data analytics in support of maintaining KPI goals.
- Managed customer expectations by clarifying needs, identifying options, and recommending products and services.
- Retained top talent by authoring and conducting team performance evaluations for corrective action planning.
- Reduced process lags and effectively trained staff on customer satisfaction protocols and first call resolution best practices.
- Worked with training team to maintain frontline agent and tier I and II agent product support and certification training initiatives.
- Trained and supervised new employees to promote overall team productivity and consistent service.
- Facilitated individual coaching sessions with CSRs to realign productivity goals.
- Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings.
- Delivered constructive call process feedback.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
- Automated document flow by maintaining coaching and developing sessions, time-off requests and payroll data into database.
- Ensured program compliance through facilitation of coaching and development.
- Display solid organizational, administrative and time management skills.
- Planned staff and training meetings and scheduled conference rooms.
- Exercised conflict resolution techniques ensuring positive collaboration and internal relations.
- Assumed administrative assistant responsibilities exercising proper communication via phone, email, & in-person.
WellCare Trainer, 12/2013 - 12/2017
Teleperformance – City, STATE
Teleperformance – City, STATE
- Trained and supervised newly hired top talent to fill key positions and maximize productivity.
- Educated, coached, and mentored 30+ new hires in multiple positions; each training class.
- Maintained trainee payroll and onboarding.
- Compiled and analyzed weekly trainee retention reports.
- Promoted increased productivity through appropriate allocation of resources, budgets, inventories, training support and team building materials.
- Produced high-quality videos for future training purposes.
- Developed and coordinated trainings to help individuals learn company policies and procedures and job tasks.
- Facilitated orientation and training classes to communicate policies and procedures to new hires.
- Coordinated new hire progression and training materials.
- Cross-trained employees to do other jobs within business, increasing job skills and productivity.
- Developed training materials, manuals, procedures and visual aids to effectively achieve organizational goals.
- Conducted training needs assessments to identify individuals' current level of skill compared to required competency for position.
- Tracked attendees, participation and understanding of course material.
- Evaluated and communicated trainee participation and performance in reports to management.
- Prepared hard copy training materials, module summaries, videos, and presentations.
- Created tests, exercises, and role-plays for courses to verify competency.
- Designed training performance evaluations and provided training follow-up to incorporate feedback into future modules.
- Implemented and facilitated successful training programs to increase employee engagement, retention and productivity.
- Participated in client interactions (including effective curriculum feedback and client visits)
- Conducted site visits and follow up to verify progression and development of personnel.
- Ensured all policies and procedures were adhered to, including but not limited to Security and Human Resources.
- Collaborated with internal business partners to create industry-specific course content.
- Partnered with differentiating departments including HR, Payroll and IT to identify solutions promoting long-term client satisfaction
- Assumed administrative assistant responsibilities exercising proper communication via phone, email, & in-person.
Sales Associate, 02/2009 - 12/2013
Toys"R"Us – City, STATE
Toys"R"Us – City, STATE
- Operated cash register, collected payments, and provided accurate change.
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
- Helped customers find specific products, answered questions and offered product advice.
- Arranged new merchandise with signage and appealing displays to encourage customer sales and move overstock items.
- Sold various products by explaining unique features and educating customers on proper application or usage.
- Built and maintained relationships with peers and upper management to drive team success.
- Reviewed files, recordings and other documents to obtain information to respond to requests.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Retained product, service and company policy knowledge to serve as resource for both coworkers and customers.
- Offered product and service consultations and employed upselling techniques.
- Built trusting relationships with customers by making personal connections.
- Assisted teammates with sales-processing tasks to meet daily sales goals.
- Answered incoming telephone calls to provide store, products, and services information.
- Kept calm and applied strong problem-solving and interpersonal skills to resolve conflicts.
- Stayed up to date on company products and services to support sales objectives.
- Listened to customers to understand needs and refer to optimal services.
Education and Training
Associates Degree: Medical Billing & Coding, Expected in 01/2003
KERR BUSINESS COLLEGE -
KERR BUSINESS COLLEGE -
Diploma: , Expected in 01/1996
HEPHZIBAH HIGH SCHOOL -
HEPHZIBAH HIGH SCHOOL -
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Resume Overview
School Attended
- KERR BUSINESS COLLEGE
- HEPHZIBAH HIGH SCHOOL
Job Titles Held:
- Call Center Credit Union Representative
- Express Scripts Call Center Supervisor
- WellCare Trainer
- Sales Associate
Degrees
- Associates Degree
- Diploma
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