Contact Tracer 211 Customer Service Rep Resume Example

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Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000,
Professional Summary
Highly motivated Sales Associate with extensive customer service and sales experience. Outgoing sales professional with track record of driving increased sales, improving buying experience and elevating company profile with target market.
  • Customer service
  • Documentation and reporting
  • Calm disposition
  • Call center operations
  • Verbal and written communication
  • Customer service optimization
  • Public speaking
  • Small Group Instruction
  • Time management
  • Leadership
  • Research Reporting
  • Database Searches
  • Documentation abilities
  • Efficient under pressure
  • Compassionate
  • Analytical thinking
  • Social services
  • Needs assessment
  • Team building
  • Multitasking abilities
  • Strategic Planning
  • Organization
  • Problem resolution
  • Social perceptiveness
  • Multi-tasking strength
  • Adapt to diverse groups
  • Documentation and reporting
  • Investigation tactics
  • Flexible & Adaptable
  • Confidential case documentation
  • Planning and Coordination
  • Community-based resources
  • Cultural awareness
  • Excellent work ethic
  • Conflict resolution
Work History
06/2020 to Current Contact Tracer - 211 Customer Service Rep Ralph Lauren | Myrtle Beach, SC,
  • Assists several customers by answering questions, responding to inquiries and handling telephone communication.
  • Answers and initiated calls. Sends out emails addressing customer inquiries, solving problems and providing useful and community related information.
  • Learns and maintains an in-depth understanding of contact tracing, approved resources and community recommendations while consistently providing knowledgeable responses to diverse questions.
  • Assists team leaders by providing updates and information from personal research. In addition, works to free up their time by providing assistance to other team members where appropriate.
  • Enhances productivity by staying on top of call scripts and maintaining control over direction of conversations. This includes both community calls (inbound and outbound) and within the team itself.
  • Adheres to company policies and scripts to consistently achieve compassion and quality standards.
  • Communicates with documented COVID-19 patients and other exposed persons via phone call. Consistently follows HIPAA standards and policies.
  • Completes daily health screen and symptom data for assigned contacts.
  • Provides educational and informational resources regarding isolation policies and quarantine measures.
  • Performs record keeping by logging client information within secure contact-tracing software.
  • Uses critical thinking to break down problems, evaluate solutions and make decisions.
  • Helps vulnerable individuals navigate complex community resource systems. Where appropriate researches additional resources of information to assist the community, callers and team members.
  • Overcames aggressive and fight or flight responses using friendly de-escalation techniques.
  • Demonstrates flexibility regarding scheduling, variety of roles and telephone lines. Includes multitasking and juggling many responsibilities at once while evaluating sense of urgency and weighing importance.
05/2018 to 08/2020 Travel Agent Pixie & Pirate Destinations | City, STATE,
  • Supervised payments via credit and debit cards and handled all sensitive information with professionalism and discreteness.
  • Implemented automated office systems, optimizing client and data communications as well as records management.
  • Consistently fostered business growth by delivering first-rate travel advising and itineraries to develop valuable client relationships.
  • Arranged travel accommodations for groups, couples, executives and special needs clients.
  • Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
  • Maintained operational proficiency in coordinating both international and domestic travel accommodations for customers, arranging for airfare as well as hotel and rental car reservations.
  • Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
  • Asked open-ended questions to better ascertain client needs and determine best international travel offerings.
  • Developed loyal clientele base due to excellent listening and research skills and keen understanding of travel budgets.
  • Responded to clients' questions, issues, and complaints and found appropriate solutions when needed.
09/2018 to 08/2019 Paraprofessional & Behavioral Technician Deer Valley School District | City, STATE,
  • Used behavior modeling and specialized teaching techniques to share and reinforce social skills.
  • Oversaw students in the classroom and common areas to monitor, enforce rules and support the lead teacher.
  • Performed special tasks such as assisting with IEP goals and supplementing learning styles to help students with special needs learn and grow.
  • Supported student learning objectives through personalized and small group assistance.
  • Adhered to predetermined behavior and academic plans and collaborated on adjustments.
  • Provided support during classes, group lessons and classroom activities.
  • Assessed student social, emotional and academic needs to plan goals appropriately.
  • Demonstrated knowledge of evidence-based strategies to foster independence and social academic engagement,
  • Set up visual aids, equipment and classroom displays to support teacher's lesson delivery.
  • Delivered personalized educational, behavioral and emotional support to individual students to enable positive learning outcomes.
01/2008 to 05/2013 Weight Loss Consultant Weight Watchers International Inc. | City, STATE,
  • Supported patients' ability to maintain progress and physical health by prescribing and demonstrating at-home exercises.
  • Developed risk factor modification strategies, counseling plans and nutrition education for cardiac patients.
  • Developed team communications and information for support meetings.
  • Monitored social media and online sources for industry trends.
  • Devoted special emphasis to punctuality and worked to maintain outstanding attendance records, consistently arriving at work ready to start immediately.
  • Maintained an excellent attendance record, consistently arriving to work on time.
  • Reviewed and resolved differences between accounting information and cash drawer.
  • Processed POS transactions, including checks, cash and credit purchases or refunds.
  • Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers.
  • Implemented up-selling strategies such as recommending accessories and complementary purchases to boost revenue.
  • Trained and developed new sales team associates in products, selling techniques and company procedures.
  • Maintained records related to sales, returns and inventory availability.
  • Educated customers on promotions to enhance sales.
Expected in 05/2003 Bachelor of Arts | Criminal Justice Concordia University, Ann Arbor, MI GPA:

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Resume Strength

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Resume Overview

School Attended
  • Concordia University
Job Titles Held:
  • Contact Tracer - 211 Customer Service Rep
  • Travel Agent
  • Paraprofessional & Behavioral Technician
  • Weight Loss Consultant
  • Bachelor of Arts

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