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call center operator resume example with 11 years of experience

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Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000, resumesample@example.com
Summary

To secure a position with the opportunity to grow and advance within the company. Using strong organizational skills, the ability to prioritize tasks, and the ability to work well with others. Service-oriented Payroll Specialist/Customer Support with 6+ years of experience in contact center operations talking to customers over phone and email to resolve broad range of concerns. Multitasks, thinks critically and analytically to problem solve and produce satisfied customers.

Skills
  • Microsoft Office (Word)
  • Excel
  • Access
  • QuickBooks
  • Accounts Payable
  • CRM Systems
  • Decision Making
  • Employment Verification
  • I-9 Documentation
  • New Hire Processing
  • Federal and State Tax Regulations
  • Processing Garnishments
  • Communication
  • Excellent Writing Skills
Experience
05/2018 to 12/2021 Call Center Operator Allina Health Systems | New Ulm, MN,
  • Worked in a fast paced, heavy volume inbound call center servicing customer calls to the state funded program.
  • Assisted customers with questions regarding account maintenance, violations, billing, tolls, etc. as well as research and resolve problems accordance the state funded program.
  • Disseminated information on a variety of state funded programs related topics using training materials, handouts and online tools.
  • Responsible for managing call lengths is responsible to adhere to a predetermined level of productivity and quality standards.
  • Responsible for researching and resolving various customers disputes and inquires with the intention of satisfying all customer requests and resolving all customer disputes.
  • Performed appropriate transaction(s), completes corresponding outbound correspondence, and completes internal documentation and handoffs.
  • Required to meet or exceed minimum standards for production and accuracy depending on assignment.
  • Performed account updates in strict adherence to departmental policy and procedures.
02/2015 to 03/2018 Payroll Specialist Aleris International, Inc | Greensboro, GA,
  • Onboarded new employees in time reporting and payroll systems.
  • Processed employee rehires, transfers, terminations and withholdings.
  • Voided checks and issued stop payment orders to correct payroll discrepancies.
  • Enforced payroll-related policies, procedures and regulations to adhere to changing company and governmental standards.
  • Maintained and updated database for invoicing and accounting reconciliation.
  • Leveraged payroll processing system to track and input tax, wage and personnel information.
  • Researched and resolved employee payroll questions and issues via email, phone and in person.
  • Worked closely with human resources (HR) to safeguard confidential employee data.
  • Collaborated with employees and supervisors to immediately resolve discrepancies in timesheets.
  • Supported payrolls, driving timely and accurate payment of employee wages.
  • Reviewed, investigated and corrected errors and inconsistencies in financial entries, documents and reports.
  • Coordinated child support deductions and distributed wage assignments.
  • Responded to employee inquiries regarding payroll and timekeeping.
  • Followed IRS guidelines and state regulations when submitting payroll taxes.
08/2010 to 12/2014 Customer Service Representative Iconma, L.L.C. | Wichita, KS,
  • Ensured client satisfaction and retention by listening and responding to client's individual needs and wants.
  • Proactively identify solutions for clients and work with other parts of organization to assist clients.
  • Ensured all customer inquiries / requests are handled in professional, accurate and timely manner.
  • Responsible for reviewing, inputting and updating all appropriate information into systems.
  • Handled and resolve any discrepancies, handle complaints, process claims, process exceptions/manual tracking processes, place follow up calls/emails, provide necessary shipping documentation, and ensure customer satisfaction.
  • Ensured that all trouble tickets are managed in timely, accurate and complete manner, within service level. agreements agreed upon within customers' contracts based on severity of customers issues.
  • Monitored parcel processing and delivery metrics as applicable and resolving any SLA discrepancies.
  • Problem solved parcel issues results should be that parcels moved seamlessly through system and business and customer satisfaction is increased.
  • Worked with vendors and clients to provide appropriate updates for undeliverable, and paperwork required for customs clearance for parcels when necessary.
  • Advised and training clients on proper procedures in order to eliminate processing issues in future.
  • Worked closely with Operations and network vendors to meet and exceed customer's expectations.
  • Cleaned and update databases-maintain database by consistently updating information and deleting incorrect or out dated information.
Education and Training
Expected in 2013 to to Associate of Science | Information Systems Berkeley College, Woodbridge, NJ, GPA:
Expected in 2007 to to High School Diploma | Union High School Union, Union, NJ, GPA:

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Resume Overview

School Attended

  • Berkeley College
  • Union High School Union

Job Titles Held:

  • Call Center Operator
  • Payroll Specialist
  • Customer Service Representative

Degrees

  • Associate of Science
  • High School Diploma

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