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Call Center Customer Service Representative Resume Example

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CALL CENTER CUSTOMER SERVICE REPRESENTATIVE
Professional Summary

Polite and professional Customer Service Represenative successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships. Knowledgeable and dedicated customer service professional with extensive experience in Healthcare industry. Solid team player with outgoing, positive demeanor 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.

Work History
Call Center Customer Service Representative, 05/2019 to 01/2021DataComm Services - Raleigh, NC
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.
  • Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
  • Conferred with customers about concerns with products or services to resolve problems and drive sales.
  • Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
  • Initiated termination of customer contract upon request.
  • Documented and detailed calls and complaints using call center's CRM database.
  • Responded to customer comments and questions via LiveChat during 8-hour shifts.
  • Performed various clerical duties by filing and faxing documents and creating customer databases.
  • Helped average of 40 customers every day by approaching conversations with positive attitude and focus on customer satisfaction.
  • Resolved customer complaints and addressed emergency requests and needs.
CNA - Certified Nursing Assistant, 02/2011 to 06/2019Fort Tryon Center for Rehabilitation - Manhattan, NY
  • Wound Care with RN assistance.
  • Documentation of vital and weight.
  • Assist with daily living habits (bathing, grooming, feeding).
  • Monitor residents with diminishing mental health for elopement risk (dementia, Alzheimer, behavioral).
  • Transferring of bed bound patients with mechanical lifters.
  • Obtained stool and urine samples as per doctor orders.
  • Therapy sessions with residents as per Therapist orders (ROM, Ambulatory).
  • Changing of soiled linens.
  • Patient care advocate.
  • Documentation of all care given.
  • Transport of residents to and from clinical appointments.
  • Trained all new CNA CNA-Certified Nursing Assistant Methodist manor rehabilitation and nursing-Florence SC.
  • Assisted patients with mobility needs, including moving to and from beds, organizing wheelchairs and preparing assistive devices.
  • Gathered dietary information, assisted with feeding and monitored intake to help patients achieve nutritional objectives and support wellness goals.
  • Supported ambulation and physical therapy needs by conducting planned exercise routines.
  • Oversaw and maintained patients' rooms, group living areas and nurse stations.
  • Complied with all company-specific guidelines and performed hands-on nursing care to patients under RN supervision.
Customer Service Representative, 01/2008 to 12/2010Danacom - San Diego, CA
  • Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
  • Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
  • Reduced downtime to support quality control, boost revenue and complete projects on time and under budget.
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.
  • Conferred with customers about concerns with products or services to resolve problems and drive sales.
  • Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Unit Clerk, 04/2004 to 11/2007Carolina Pines Hospital - Hartsville, SC
  • Documentation of vital and weight.
  • Therapy sessions with residents as per Therapist orders (ROM, Ambulatory).
  • Patient care advocate.
  • Documentation of all care given.
  • Transport of residents to and from clinical appointments.
  • Trained all new CNA.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Kept physical files and digitized records organized for easy updating and retrieval by authorized team members.
  • Answered unit calls and took messages for healthcare staff to maximize team productivity.
  • Arranged discharges and patient transportations.
  • Prepared admissions charts and scanned records.
  • Responded to and resolved diverse patient issues with speedy and knowledgeable assistance.
Education
Associate of Arts, 2003
Florence Darlington Technical College - Florence, SC
GED, 1996
Hartsville High School - Hartsville, SC
GED, 03/1973
Bronx Community College Of The City University Of New York - The Bronx, NY
Certifications
  • Licensed CNA -
  • Certified Professional Training -
Skills
  • Knowledge of point click software
  • Tracheotomy care
  • Knowledge of Sigma Care Software
  • Knowledge of (Microsoft Office word, and Excel)
  • Vital Signs/Weight
  • Catheter Care
  • Wound care
  • ROM Therapy
  • Ambulatory Therapy
  • CNA
  • SC
  • Documentation
  • Mechanical
  • Mental health
  • Excel
  • Microsoft Office
  • Word
  • Nursing
  • Sigma
  • Sales
  • Shipping and Receiving
  • Invoicing
  • Scheduling
  • Client Needs Assessment
  • Invoice Processing
  • Due Diligence
  • Cleaning
  • Customer Complaint Resolution
  • Service Level Agreements
  • New Product Information
  • Product Knowledge
  • Call Volume Analysis
  • Quality Management
  • Appointment Setting
  • LiveChat
  • Written and oral communication
  • Customer support
  • Service recommendations
  • Transcription
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Resume Overview

Companies Worked For:

  • DataComm Services
  • Fort Tryon Center for Rehabilitation
  • Danacom
  • Carolina Pines Hospital

School Attended

  • Florence Darlington Technical College
  • Hartsville High School
  • Bronx Community College Of The City University Of New York

Job Titles Held:

  • Call Center Customer Service Representative
  • CNA - Certified Nursing Assistant
  • Customer Service Representative
  • Unit Clerk

Degrees

  • Associate of Arts , 2003
    GED , 1996
    GED , 03/1973

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