Montgomery Street, San Francisco, CA94105609 Johnson Ave., 49204, Tulsa, OK Home: (555) 432-1000 - Cell: - resumesample@example.com - -
Summary
Compassionate Call Agent with documented strengths in building customer relationships. Caring and kind with focus on providing effective solutions to complex problems. Eager to provide superlative results for customers and employers alike.
Skills
Call center operations
Membership renewals
Account management
Database maintenance
Payment processing
Customer support
Data entry
Communicating with clients
Analytical abilities
Data gathering
Call control skills
Quality control
System documentation
Technical troubleshooting
Inbound phone call management
Account updating
Quality assurance controls
Resolving issues
Experience
10/2020 to 11/2020
Call Center Customer Service RepresentativeSuncoast Community Health Center – Brandon, FL,
Implemented services to assist company in maintaining exceptional client service ratings on external audits.
Boosted productivity by maintaining strong call control and quickly working through scripts to address diverse problems.
Pursued opportunities to advance client relations skills and further enhance customer satisfaction in every interaction.
Educated clients on how to navigate company systems and work within established frameworks to obtain desired services.
Evaluated customer account information to assess current issues and determine potential solutions.
Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Assisted 120+ callers per week in fast-paced environment.
Asked probing questions to determine service needs and accurately input information into electronic systems.
Processed customer account changes, using Windows 10, Anydesk, Remote desktop, Microsoft teams.
Documented conversations with customers to track requests, problems and solutions.
Documented customer inquiries and feedback, including service delivery suggestions in company database.
Consulted with customers to determine best methods to resolve service and billing issues.
06/2013 to 11/2014
Home Health Care ProviderDelta Apparel, Inc. – San Diego, CA,
Furnished personal care to clients within private home settings and championed patient independence and well-being.
Ran errands for clients and transported to appointments to maintain wellness and support daily living needs.
Planned optimal meals based on established nutritional plans.
Dressed, groomed and fed patients with limited physical abilities to support basic needs.
Facilitated best care by developing strong and trusting rapport with patient.
Maintained clean and well-organized environment to promote client happiness and safety.
Helped clients stay happy and healthy by providing mental and emotional support.
Provided companionship, personal care and household management assistance to clients within private home settings.
Monitored and reported clients' progress.
Supervised medication administration, personal hygiene and other activities of daily living.
Administered necessary medications as directed by care plan.
Delivered exceptional in-home patient care throughout recovery.
Supported field staff, patients and families in dealing with clinical issues and concerns.
Greeted patients and families with enthusiastic, compassionate attitude to establish long-term professional relationships.
Communicated with field staff to address issues and discuss solutions.
Observed patient vital signs and medication reactions and reported health concerns or behavioral changes.
Fostered independence in disabled individuals while closely monitoring safety at all times.
01/2011 to 01/2013
Customer Service ManagerPactiv – Santa Fe Springs, CA,
Developed open and professional relationships with team members, enabling better, more effective customer service.
Trained new hires on relationship building, benefit-oriented sales presentations, sales processes and protocol, product knowledge, customer needs analysis and overcoming objections.
Drove quality customer experiences by leading retention strategy development and conflict resolution to improve overall support delivery.
Increased employee productivity by establishing and monitoring customer care performance indicators, service level metrics and goal achievement.
Organized and managed sales center hiring, training and employee scheduling to maximize productivity.
Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Supervised and trained customer service team members to provide exceptional service, driving retention and satisfaction.
Created order management system for sales and customer service personnel to improve client experience and sales efficiencies.
Boosted traceability initiatives by managing client correspondence, tracking records and utilizing data communications.
Mitigated regulatory risks by leading and developing sales analysis team protocol and compliance initiatives.
03/2006 to 12/2009
Night Shift ManagerArmy And Air Force Exchange Service – City, STATE,
Generated reports to assess performance and make adjustments.
Cross-trained in every store role to maximize operational knowledge.
Produced nightly audit reports and updates to maintain accurate business records.
Implemented training to improve knowledge base of staff and used cross-training methods to maintain productivity during employee absences.
Managed restocking, cleaning and organizing of customer-facing and back-end areas.
Kept facilities secure and workers safe with proactive premises monitoring.
Conducted personnel performance appraisals to assess training needs of staff members.
Stocked shelves and racks and placed mannequins in key areas to attract customers to store.
Answered customer questions and addressed complaints quickly and courteously to patrons' satisfaction.
Served all types of customer needs and resolved problems to satisfaction.
Reviewed schedules to keep all stores under leadership properly staffed.
Set sales targets and implemented action plans for achieving set objectives.
Approved contracts and maintained inventories to guarantee availability of merchandise and services.
Assigned tasks based on operational needs and individual strengths.
Reviewed register count and bank deposits for proper amounts of currency.
Education and Training
Expected in 06/2003
High School Diploma: Harlandale High School - San Antonio, TX GPA:
Expected in
: Phlebotomy Palo Alto College - San Antonio, TX GPA:
Completed coursework in Phlebotomy and have State board license to practice in Texas.
Expected in
: Cosmetology Education University Of Cosmetology Arts & Sciences - San Antonio - San Antonio, TX GPA:
Completed coursework in Cosmetology, and Licensed to practice in the State of Texas.
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Resume Overview
School Attended
Harlandale High School
Palo Alto College
University Of Cosmetology Arts & Sciences - San Antonio