Call Center Customer Service Representative resume example

Currently taking calls for the Employment Development Department in California as a Tier 1 Agent. I take calls from Claimants regarding their personal Unemployment Insurance claims. The duties I perform daily is, making weeks available for claimants to certify, update claimants contact information, identify if the claimant has been issued payments and stimulus benefits or if there is an issue that is preventing the Claimant from collecting benefits on their active claim, complete wage overlaps,add or delete wages for claimant, lift or purge prior disqualifications that's preventing the Claimant from collecting benefits on their active UI claim, send a recomputation to add wages to a claim, and back date claims for Claimants. I currently have experience working with EDD's programs such as, Single Client Data-Base (SCDB), California Unemployment Benefit Services (CUBS), and BPO Admin. This job requires understanding of the UI program, active listening, effective communication,empathy, open-mindedness, quick thinking, timeliness, conflict resolution, and building rapport. I am also able to access the resources provided for me so that I can do my job efficiently.

• Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
• Contributed to company achieving and holding industry-leading customer service ratings.
• Adhered to company policies and scripts to consistently achieve call-time and quality standards.
• Researched issues through identification of similar past problems and recommended most appropriate solution.
• Maintained accurate and current customer account data with manual forms processing and digital information updates.
• Answered over 100 calls per shift to meet fast-paced call center demands.
• Performed various clerical duties by filing and faxing documents and creating customer databases.
• Documented and detailed calls and complaints using call center's CRM database.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Responded to customer comments and questions via LiveChat during shifts.