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coordinator 1 resume example with 7+ years of experience

Jessica Claire
Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000 - Cell: - resumesample@example.com - -
Professional Summary

Organized Coordinator possessing strong interpersonal skills. Creates business partnerships and builds trust with managers and employees to create a positive work environment.

Skills
  • MS Office
  • Administrative oversight
  • Team leadership
  • Employee coaching
  • Planning and decision making skills
  • Quality assurance
  • Aspect Applications
  • Verint WFM
  • Avaya CMS Supervisor
  • Sales proficiency
Work History
10/2017 to Current
Coordinator 1 Cvs Health Madison, WI,

Collects complaint information from all sources such as, but not limited to, email, regular mail, and voicemail. Takes incoming calls and referrals from field staff. Determines the problem: product, billing, undelivered or undeliverable product or service. Determines requirements to resolve the problem. Coordinates internal and external resources as needed: field staff, customer care centers, local systems, corporate and other departments and workgroups to troubleshoot and resolve issue. Examines records including bills, subscriber account histories, remedy tickets, billing, trouble ticketing systems, and related documents. Tracks issues and resolution in department database and document issues as appropriate. Prioritizes work load based on timing and severity of issue. Alerts management about recurring customer impacting issues. May assist in the development and implementation of new processes, procedures and systems to improve customer service by providing necessary reports and information to management.

10/2015 to 10/2017
Retention Specialist Clean Harbors, Inc. Catlettsburg, KY,

- Retains Comcast customers by probing for current level of satisfaction and identifying reasons for request to disconnect where applicable. Overcame concerns, resolving customer complaints/concerns through active listening, empathy, professionalism, and problem solving.
- Acts as a product consultant, promoting, recommending, and selling the value of Comcast products and services based on a logical relationship to the customer’s needs and interests; conducting comparison of customer spend on products/services via whole house review of total spend on competitive and company products and services where necessary.
- Demonstrates functional skill in communicating and explaining basic account information to the customer including their billing statement, products and services, with focus on first-call resolution, retaining revenue, and building value.
- Ability to multitask between multiple tools and systems (knowledge base, team meetings, supervisor) and apply information and knowledge to customer situations.
- Demonstrates awareness of company policies and procedures while applying sound judgment within scope of their empowerment and follows guidelines for Customer Proprietary Network Information (CPNI) and Personal Identifiable Information (PII).
- Ability to follow established procedures for processing new installs, transfers, changes of service, and disconnects.
- Educated and promotes self-service options.
- Fundamental understanding of competitive environment and begins to position Comcast’s products positively to our customers.
-Worked in a fast-paced, structured, dynamic and high- transaction environment, with the ability to maintain composure in stressful situations and manage and diffuse angry or upset customers.
- Demonstrates ability to achieve established goals and performance metrics.
- Regular, consistent and punctual attendance.
- Attends training as required.
- Works independently, and seeks Supervisor support when necessary.
- Interacts with customers via telephone, e-mail, or face-to-face to assist with a variety of customer inquiries and issues.

06/2014 to 10/2015
Billing Representative Ace Hardware Parkville, MO,

- Demonstrates functional skill in communicating and explaining basic
account information to the customer with focus on first-call resolution.
Must be able to accurately calculate and communicate taxes, fees, one-
time charges, and/or recurring monthly fees. Explains billing cycles,
processes, and prorates effectively to ensure that customers understand
their statements. Corrects discrepancies on customers’ billing
statements, and researches customer billing situations as necessary.
When appropriate, follow established escalation procedures to expedite
prompt resolution.
- Ability to multitask between multiple tools and systems (knowledge
base, team meetings, supervisor) and apply information and knowledge to
customer situations.
- Demonstrates awareness of company policies and procedures while
applying sound judgment within scope of their empowerment and follows
guidelines for Customer Proprietary Network Information (CPNI) and
Personal Identifiable Information (PII).
- Prepares work orders, processes payment information, and attempts to
collect delinquent account balances.
- Begins to act as a product consultant, articulating product features
and benefits and making recommendations based on customer
needs/interests; identifying buying signals and asking for the sale,
reselling current value or right-size, delivering a quality customer
experience.
-Educates and promotes self service options.
- Fundamental understanding of competitive environment and begins to
position Comcast’s products positively to our customers.
- Worked in a fast-paced, structured, dynamic and high-
transaction environment, with the ability to maintain composure in
stressful situations and manage and diffuse angry or upset customers.
- Demonstrates ability to achieve established goals and performance
metrics..
- Attended training as required.
- Works independently, and seeks Supervisor support when necessary.
- Interacts with customers via telephone, e-mail, or face-to-face to
assist with a variety of customer inquiries and issues.

01/2014 to 06/2014
Retail Wireless Consultant Target Mobile City, STATE,
  • Sold Sprint, AT&T, Verizon and other various wireless products to individuals and within assigned territory using consultative selling techniques.
  • Researched and customized service proposals for clients.
  • Delivered a high level of service to clients to both maintain and extend the relationships for future business opportunities.
Education
Expected in 2011
High School Diploma:
HOMESCHOOL - TITUSVILLE, FL
GPA:
Skills

basic, Billing, Billing System, call center, customer satisfaction, data entry, Dec, Driving, fashion, features, image, leadership, mediation, Meetings, Microsoft Office, processes, quality, QA, Retail, selling, SALES, Supervisor, supervision, telephone, troubleshooting, video, view, year-end

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Resume Overview

School Attended

  • HOMESCHOOL

Job Titles Held:

  • Coordinator 1
  • Retention Specialist
  • Billing Representative
  • Retail Wireless Consultant

Degrees

  • High School Diploma

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