call center specialist resume example with 20+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • Home: (555) 432-1000
  • Cell:
Professional Summary

Knowledgeable and dedicated customer service professional with extensive experience in the healthcare industry. Solid team player with an outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to team success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships and cultivating partnerships. Detail oriented worker with outstanding knowledge of organization and a proven history of increasing productivity and customer satisfaction with great phone skills and professionalism.

  • Problem-solving skills
  • Verbal and written communication
  • Complaint resolution
  • Quality assurance
  • Logging call information
  • Calm disposition
  • Gathering information
  • Customer support
  • Documentation and reporting
Work History
Call Center Specialist, 10/2008 to Current
3 Day BlindsHenderson, NV,
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Documented and detailed calls and complaints using call center's policies.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of services and creating welcoming, positive experiences.
  • Answered a high call volume of incoming calls in busy, fast-paced call center.
  • Received multiple positive reviews acknowledging dedication to excellent customer service and team work.
  • Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
  • Engaged in continuous learning and development opportunities to promote continued performance improvement.
  • Fielded customer questions regarding services and departments needed within Prisma Health hospital system.
Title Processor, 07/2006 to 10/2008
AllyFairborn, OH,
  • Entered title and vehicle information into database.
  • Received and processed paperwork for titles, new license plates and renewals.
  • Prepared tax and title documents to submit all legal transfer work to DMV.
  • Organized and prepared tax and title documents to transfer ownership of property.
  • Maintained control log of vehicle certificates of origin and titles.
  • Checked accuracy and completeness of registration documents.
Certified 911 Public Safety Telecommunicator, 05/2000 to 07/2006
Securitas Security Services Usa, Inc.Commerce, TX,
  • Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire and EMS while tracking data in real-time environments.
  • Questioned callers to determine nature of problems and locations to direct type of response needed.
  • Operated telephone and radio equipment to receive requests and reports from police officers, medical dispatch and firefighting crews.
  • Entered criminal record checks, driver's license numbers and warrants into telecommunications systems to fulfill officer requests.
  • Relayed latest information to first responders via electronic means, telephone calls and radio responses.
  • Routed calls to police, fire and ambulance service to meet individual call needs.
  • Read system maps and caller information, and documented all details in system.
  • Completed appropriate forms and radio announcements for police department needs such as BOLO requests.
  • Received incoming telephone and alarm system calls regarding emergency and non-emergency situations and dispatched appropriate police, fire and ambulatory services to premises.
  • Answered multi-line phone systems, transferred calls and determined call priority while performing quick and efficient customer service.
  • Eliminated risks and emergency response delays by efficiently monitoring public safety field units.
Driver's License Examiner, 09/1996 to 04/2000
Division Of Motor VehiclesCity, STATE,
  • Stayed up-to-date on SC laws and licensing requirements to complete accurate and efficient reviews.
  • Worked closely with applicants to determine eligibility and verify accuracy and integrity of application data.
  • Verified authenticity of documents such as foreign identification or immigration documents.
  • Performed routine data entry or other office support activities, including creating, distributing or filing documents.
  • Updated operational records or licensing information using computer terminals.
  • Operated specialized photographic equipment to obtain photographs for drivers' licenses or photo identification cards.
  • Created documents with applicant information and verified all data against database information.
  • Assisted newly hired clerks in learning about application reviews and verification procedures, performance strategies and customer service techniques.
  • Administered daily road test with qualified applicants for class D and class M SC Driver's license.
  • Maintained excellent attendance record, consistently arriving to work on time.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Carried out day-day-day duties accurately and efficiently.
  • Offered friendly and efficient service to all customers, handled challenging situations with ease.
  • Delivered exceptional level of service to each customer by listening to concerns and answering questions.
No Degree: Accounting And Business Management, Expected in
Midlands Technical College - West Columbia, SC
: Accounting And Business Management, Expected in
Greenville Technical College - Greenville, SC
High School Diploma: , Expected in 06/1992
Greer High School - Greer, SC,

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Resume Overview

School Attended

  • Midlands Technical College
  • Greenville Technical College
  • Greer High School

Job Titles Held:

  • Call Center Specialist
  • Title Processor
  • Certified 911 Public Safety Telecommunicator
  • Driver's License Examiner


  • No Degree
  • High School Diploma

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