Dedicated Customer Service Representative motivated to maintain customer satisfaction and contribute to company success.
Seasoned in conflict resolution
Energetic work attitude
Customer service expert
Quality Assurance Analyst, assist with the quality department by monitoring and grading calls for quality assurance purposes. Ensure that all employees are providing excellent, complete and accurate customer service to each customer by following company policies.
Training Mentor, assist the training department with new hires with bridging the training classes to graduates. Mentor and buddy jack one on one in a classroom setting to ensure successful training and complete preparation for the job after completing the six week training class.
Western National Annuity Center, assist account holders, bank agents, beneficiaries and funeral homes with annuity account information on balances, interest rates, withdrawals, fees, death claims and funeral home assignments with fixed annuity policies.
Valic Call Center , assist educators, health care professionals and civil servants plan for their future by providing information about retirement services. Answer inquires regarding contract provisions, transfer of values and personal data changes. Contact appropriate department when corrective action is required.
Call Center Lead, responsible for scheduling 21+ associates for various shifts. Keep accurate attendance, punctuality records and vacation schedules. Ensure that agents meet the required expectations. Review daily login and logout reports. Effectively resolved problematic issues. Provided concise quality service in a timely manor. Maintained and updated training manuals, conducted training classes and identified additional training needs on new products. Excellent communication skills, both written and oral. Strong initiative and dedication to quality service.
Quality Analyst, The first to import the program into the company and assisted with creating the criteria for quality performance. Implemented the grading and score chart. Monitored calls and provided positive feedback.
Call Center Associate, provide assistance to agent banks and business owners via telephone with processing their MasterCard/Visa sales. Build programs for several types of credit card terminals. Assisted sales representatives in the field to download program into terminals and troubleshoot equipment at locations throughout the United States for problem resolutions. Continuous educational classes to ensure that all new state laws and regulations are being implemented. Handle inquiries about statements, charge backs and outstanding balances.
POS Support Agent, provided support through the POS help desk by receiving and responding to calls from subscribers. Supplied information on coding, troubleshooting problems and answering basic questions. Researched problems and referred to senior staff. Perform follow up calls to subscribers and users to verify customer satisfaction.
Merchant Service Center, insured service to merchants by maintaining accounts, handle inquires on invoices, payment and outstanding balances. Initiated calls to customer base for relationship development and problem resolution.
Authorization Service Center, handle all incoming calls for an approval on checks. Authorized new accounts for financial institutions and update all new information on customers profile.
Organized file room, filed all loose documents into their proper folder, preformed routine file maintenance by ensuring completeness and file order. Located missing files, removed expired files, entered data of names and address of new business associates. Prepared all out going mail and FedEx packages.
Responsibilities consisted of typing and filling prescriptions, calling MD offices to request refills. Answers phones, reorder, file prescriptions supplies, cashier, pull expired drugs and properly dispose. Train new employees. Contact insurance companies to verify coverage and co pay for prescriptions.
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