Personable and dedicated Customer Service Representative with extensive experience in multiple industries. Solid team player with upbeat, positive attitude and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Skills
Membership renewals
Call center operations
Account management
Data entry
Training and Development
Customer support
Payment processing
System documentation
Customer communications
Providing customer support
Performance monitoring
Professional telephone voice
Call center experience
Call documentation skills
Training experience
Interpersonal skills
Inbound phone call management
Call control skills
Technical troubleshooting
Experience
05/2016 to Current
Call Center Customer Service RepresentativeSeasons Hospice & Palliative Care – Killeen, TX,
Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Evaluated customer account information to assess current issues and determine potential solutions.
Explained key information regarding products and services to customers to encourage informed decision-making.
Ranked in top 25% for customer satisfaction among 800 competing TEX Customer Care Representatives.
Managed customer expectations by clarifying needs, identifying options and recommending products and services.
Achieved or exceeded 80% satisfaction rating on consistent basis.
Promoted current offerings to drive growth and exceed benchmarks.
Consulted with customers to determine best methods to resolve service and billing issues.
Maintained 80% satisfaction rating with customers by providing exceptional service and support.
Answered, screened and processed over 35-40 calls daily by using call management system and web-based communications.
08/2011 to 05/2016
Head Swim InstructorCleveland Clinic – Lakewood, OH,
Maintained strong proficiency in CPR, First Aid and Lifeguard rescue techniques to provide optimal support to individuals in distress.
Patrolled pool areas to identify anyone in need of assistance and provide immediate care.
Contacted emergency personnel and provided aid while waiting for further assistance.
Updated logs detailing weather conditions, treatments provided and incident information to keep management informed of activities.
Monitored behaviors for safety violations and took steps to prevent further violations.
Led instructional classes for adults and children of all ages to protect recreational users from dangerous situations.
Demonstrated water safety and swimming strokes through repetition and proper positioning.
Monitored the pool area for signs of distress and immediately moved into action when emergencies occurred to alleviate potential injuries or fatalities.
Performed basic life support, including CPR to stabilize individuals prior to ambulance arrival.
Taught students lifesaving measures, including basic water saftey and to never swim alone.
Documented each student's progress and gave constructive feedback for areas that could be improved.
Collaborated closely with Aquatic Manager to identify areas of concern and most effective methods for remediation.
Engaged with students to help them acclimate to and become comfortable in pool.
Explained safety rules and procedures regarding drowning scenarios and other activities to patrons and guests to inform and educate.
Coached multiple dive programs for children ages 5 to adult ages.
Worked one-on-one with special needs students, delivering guidance and reassurance.
Informed patrons of unsafe or hazardous conditions, including weather temperature and chemical readings to provided options for alternative activities.
Encouraged students to practice swimming strokes to improve technique and skills.
Checked chemical level of pool before lesson commencement and notified maintenance department of any issues.
Answered and directed incoming calls using multi-line telephone system.
Greeted visitors, assessed needs and directed to appropriate personnel.
Followed security procedures, issued visitor badges, monitored logbooks and reported irregularities.
Scheduled and confirmed appointments.
Oversaw office inventory by restocking supplies and submitting purchase orders.
Prepared, compiled and filed documents as well as reports presented to various parties.
Sorted incoming mail and directed to correct personnel each day.
Screened and verified visitors for identification credentials and purpose of visit to maintain security of personnel and office environment.
Received incoming packages and mail, dispersed parcels and correspondence and shipped outgoing items daily.
Maintained all financial records to verify timely clearance of all credit and debit activities.
Proofread psychological reports before finalizing for proper formatting and grammer.
Processed payments and updated accounts to reflect balance changes.
01/1998 to 08/2011
Accounting ClerkQueen City Vending – City, STATE,
Prepared monthly and year-end closing statements, financial documents and invoices.
Compiled and archived signed sales agreements, client cost confirmations, invoicing and cash receipts.
Provided accounting assistance such as payroll, AP, AR and expense tracking support.
Collaborated with senior staff to produce accurate, current and timely financial reports and supporting documentation.
Entered invoices into quickbooks, updated accounts and identified aging balanced ready for collections activities.
Performed day-to-day financial transactions, including verifying, classifying, computing, posting and recording accounts payable data and reconciled daily totals to confirm proper accounting.
Applied mathematical skills to calculate totals, check figures and correct problems with physical and digital files.
Updated accounting ledger and journals with updated transaction information.
Coded invoices and other records to maintain organized and accurate records.
Reconciled all expenses and accounts, including company credit cards and expense accounts.
Education and Training
Expected in 09/2023
General Education : Communication Studies Ashford University - San Diego, CA GPA:
Expected in 03/1997
GED: Fort Leonardwood - Ft Leonardwood, GPA:
Accomplishments
Consistently maintained high customer satisfaction ratings.
Recognized as top 25% representative multiple times for outstanding performance and team contributions.
Dean's List every semester
Peer Mentor for academic success.
Inducted to Delta Alpha Pi International Honor Society
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