Call Center Specialist Ii Resume Example

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Jessica Claire
  • , , 100 Montgomery St. 10th Floor
  • Home: (555) 432-1000
  • Cell:

Enthusiastic individual with superior skills in working in both team-based and independent capacities. Bringing strong work ethic and excellent organizational skills to any setting. Excited to begin new challenge with successful team.

  • Advance Proficiency in Microsoft (Word, Excel, PowerPoint)
  • Managing files, reports, and General Documents
  • Call center strategy
  • Epic call center software
  • Preparing correspondence and reports
  • Inbound and Outbound phone call management
  • Call controlling
  • Call transfers
  • Phone call answering
  • Overseeing call loads
  • Call placements
  • Call screening
  • Outbound calls
  • Follow-up calls
Administrative Assistant for Pediatric , 09/2020 to Current
American Security, L.L.C.Golden Valley, MN,
  • I work with epic just to send messages
  • Schedule tele med appt for the pulm providers.
  • I do authorizations for the sleep studies for the peds
  • Sort faxes
  • Put messages in as well as refills request to the provider
  • Knowledge of Epic
  • Assist multiple providers
  • Greeted visitors or callers daily to handle inquiries or direct to appropriate persons.
Call Center Specialist II, 05/2018 to 09/2020
American Security, L.L.C.Goodyear, AZ,

Answer and triage calls accordingly

  • Recognized by management for providing exceptional customer service.
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
  • Boosted productivity by maintaining strong call control and quickly working through scripts to address diverse problems.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Resolved average of 100 inquiries per week to consistently meet performance benchmarks, including speed, accuracy and volume.
  • Completed up to 80 outgoing calls per day according to assigned call list.
  • Documented conversations with customers to track requests, problems and solutions.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Answered, screened and processed over 80 calls daily by using call management system and web-based communications.
  • Processed customer account changes, using Epic System
  • Answered multi-line call system with consistent 5 second answer speed, resulting in 80% of calls being answered per 5 minuted time frame.
  • Evaluated customer account information to assess current issues and determine potential solutions.
Site Supervisor, 05/2016 to 05/2017
Stronghold Security LLCCity, STATE,
  • Assessed company security risks and developed actionable solutions to be presented to management.
  • Counseled management on how to cut spending without compromising safety and security of company assets.
  • Implemented new security protocols to prohibit trespassing and increase safety.
  • Spearheaded use of high-tech surveillance software to provide full security coverage in new stores.
  • Monitored entire facility using CCTV while simultaneously performing dispatch duties.
  • Developed and implemented training methods to promote improved officer performance.
  • Periodically reviewed existing policies and procedures and made recommendations to improve security.
  • Managed staff schedules for all shifts and events to minimize overtime costs.
  • Developed procedures for emergency response and crisis management, physical security, information protection, incident management and investigation units.
  • Managed security staff schedules for all shifts, minimizing overtime costs.
  • Recorded required data for incident reports and files quickly and accurately.
  • Recommended improvements in security systems and procedures.
  • Developed and implemented training procedures for all newly hired personnel.
Site Supervisor, 12/2013 to 05/2016
ABM SecurityCity, STATE,
  • Assessed each staff member's strengths and delegated daily tasks based upon knowledge and skills sets.
  • Supervised material usage and contractor hours to keep projects in line with budgets.
  • Purchased high-quality project materials by sourcing reliable local suppliers.
  • Assigned work to employees based on project requirements and individual team member strengths.
  • Coordinated schedules and day-to-day activities of crew to satisfy project needs.
  • Prevented intrusion, criminal activity, vandalism and injuries to workers with proactive oversight of location safety and security.
  • Mitigated project downtime by effectively managing, scheduling and dispatching technicians for on-site repairs.
  • Estimated materials and labor requirements to complete jobs within budgetary and timeline requirements.
  • Upheld schedule requirements and quality demands with hands-on project supervision.
  • Motivated and supported field workers completing work to increase work quality and efficiency.
Education and Training
High School Diploma: , Expected in 06/1998
Lake Clifton High School - Baltimore,

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Resume Strength

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  • Target Job

Resume Overview

School Attended
  • Lake Clifton High School
Job Titles Held:
  • Administrative Assistant for Pediatric
  • Call Center Specialist II
  • Site Supervisor
  • Site Supervisor
  • High School Diploma