Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued.
Skills
Call center operations
Report preparation
Call control skills
Account updating
Experience
04/2019 to Current
Contact Center RepresentativeCellular Sales – Chattanooga, TN,
Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Managed customer expectations by clarifying needs, identifying options and recommending products and services.
Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
Assessed customer account information to determine current issues and potential solutions.
Resolved inquiries to consistently meet performance benchmarks.
Corresponded with service department team members to build and implement successful solutions to customer problems.
Handled escalated customer service concerns to preserve revenue streams from key customers.
Improved call management database by frequently changing and updating customer contact information.
Handled client inquiries with exceptional professionalism and enthusiasm.
09/2018 to 10/2018
Program CoordinatorBio-Techne – Saint Louis, MO,
Fostered relationships to define programming needs and strengthen organizational standing.
Uncovered issues to determine solutions and assist program participants.
Analyzed program effectiveness to modify, adapt and optimize workflows.
Designed and implemented program policies, frameworks and toolkits for change management processes.
Communicated project status, requirements and deadlines to stakeholders.
Partnered with program management on recommendations, process improvements and corrective action plans.
Coordinated planning and program development between news teams and other programming staff.
03/2016 to 09/2018
Program ManagerDepartment Of Health And Human Services – El Paso, TX,
Planned and conducted strategy meetings to brainstorm new ideas and deliver program and milestone updates.
Helped team members improve productivity and performance through hands-on coaching in order to achieve company objectives.
Uncovered issues to determine solutions and assist program participants.
Tracked progress by employing program documentation, directives, funding information and other vital program materials.
Developed programs and initiatives to support organization's long-term goals.
Designed and implemented standard operating procedures in various departments for optimal efficiency.
Improved cross-departmental cooperation and information communication processes by providing presentations to staff members and administration.
Maintained scheduling and optimal quality standards to keep audiences informed or entertained.
Delivered conflict resolution by moderating disputes and grievances between parties with goal of speedy and fair resolution.
Communicated effectively with staff to gain better understanding of country rules, laws and regulations, which promoted efficient development of legal parameters.
Monitored progress on program implementation, documenting and communicating fulfillment of goals and encouraging consistency or adjustment in components.
Analyzed program data to assist in strategic decision-making.
Coordinated departments in planning and executing interdepartmental integration of program plans and projects.
Consulted with internal managers and executives to understand goals and objectives, liaising with external partners to develop and implement program strategies.
Audited interdepartmental communications and correspondence with external partners, enforcing professional standards and expectations for communication.
Secured partnerships with prominent businesses and community leaders to increase visibility of program and obtain financial support.
05/2013 to 09/2016
Purchased Referred Care ClerkPrairie Band Potawatomi Nation – Mayetta, KS,
Scheduled and confirmed appointments.
Provided exceptional customer service through effective telephone communication and follow-ups.
Delivered administrative support to team members by making copies, sending faxes, organizing documents and rearranging schedules.
Answered telephones and directed calls to appropriate staff members.
Sorted incoming mail and directed to correct personnel each day.
Maintained customer records with timely and accurate database updates.
Took information from potential customers to assess needs.
Made phone calls and sent emails to establish leads.
Provided clerical support to team members to improve office performance and enhance productivity.
Welcomed visitors upon entrance, answered inquires and directed questions or appointments to appropriate personnel.
Implemented new recordkeeping and documenting systems to improve organization and traceability.
Prepared packages for [Type] deliveries and coordinated timely shipments.
Education and Training
Expected in 05/1983
High School Diploma: Ganado Unified School District - Gando, Arizona , GPA:
Expected in 08/1993
Associate of Arts: Nursing 101 Navajo Community College - Tsaile, AZ, GPA:
Basic in Nursing
Math
Biology
English 101
Expected in 12/1991
CNA Certificate: Nursing Care Giving Chinle High School - Chinle, AZ GPA:
Expected in 12/2000
Associate of Arts: Assisted Living Management Maricopa Community Colleges - Phoenix College - Phoenix, AZ GPA:
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