Call Center Representative Resume Example
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CALL CENTER REPRESENTATIVE
Professional Summary
Knowledgeable and dedicated customer service professional with extensive experience in Healthcare as well as customer service 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. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Skills
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Work History
01/2019 to 02/2020Call Center RepresentativeOklahoma Employees Credit Union | Witcher , OK
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- 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.
- Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Contributed to company achieving and holding industry-leading customer service ratings.
- Performed various clerical duties by filing and faxing documents and creating customer databases.
- Managed customer calls effectively and efficiently in complex, fast-paced and challenging call center environment.
- Maintained user account data by initiating account access and establishing in database.
02/2017 to 07/2019Security GuardAscension Health | Birmingham , AL
- Scanned incoming and outgoing personnel and packages using hand-held wands and x-ray machinery to protect building, assets and individuals.
- Answered alarms, investigated disturbances and contacted law enforcement personnel to escalate crises.
- Responded quickly to incidents and assessed active situations for security concerns.
- Remained calm, assertive and mindful to think critically and problem solve during stressful situations.
- Provided basic first aid and CPR to individuals in need of medical care until arrival of emergency medical personnel.
- Watched different facility areas from central location via different CCTV feeds, obtaining maximum coverage of important areas.
- Checked and verified photo identification prior to granting facility access.
- Patrolled and monitored premises in company vehicle, on bicycle and by foot.
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Monitored employee activities, confirming compliance with security regulations.
- Reviewed camera and system feeds and alerted proper respondents regarding discrepancies.
05/2017 to 02/2019Customer Service RepresentativePacific Office Automation | Santa Clara , CA
- Responded to customer requests for products, services and company information.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Educated customers on promotions to enhance sales.
- Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Cultivated customer loyalty, promoted repeat customers and improved sales.
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
03/2016 to 11/2017Customer Service ManagerGraphic Packaging | Pittston , PA
- Exceeded team goals and collaborated with staff members
to implement customer service initiatives. - Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
- Followed through with client requests to resolve problems.
- Researched and observed emerging markets and market shifts, taking advantage of opportunities by identifying potential leads and new markets.
Education
06/2016High School DiplomaHallandale High School, City, State
No Degree | PhlebotomyLife Line Med Training, City, State
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Resume Overview
School Attended
- Hallandale High School
- Life Line Med Training
Job Titles Held:
- Call Center Representative
- Security Guard
- Customer Service Representative
- Customer Service Manager
Degrees
- 06/2016 High School Diploma
No Degree | Phlebotomy
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