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CSR Resume Example

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PatreseMattox
Education and Training
2010
Diploma - Business Office Technology
Brunswick Job Corps CenterCity, State
2012
Associate of Applied Science - Business Administration
Atlanta Technical CollegeCity, State
2020
Bachelor of Arts - Business Administration
Savannah UniversityCity, State
Summary

Dedicated CSR/IT talented at processing high volumes of error-free transactions and meeting departmental goals. Offers 8 years of experience in customer service, retention and problem resolution. Smoothly manages conversational flow and diffuses difficult customer situations.

Skills
  • Technologically savvy
  • Courteous demeanor
  • Office equipment proficiency
  • Problem-solving abilities
  • Customer relations
  • Call Center Operations
  • System implementation
  • Inbound and Outbound Calling
  • Quality assurance controls
Experience
CSRCompany Name | City, State04/2021 - Current
  • Resolved interpersonal conflicts by listening, finding common ground and building relationships.
  • Exceeded customer satisfaction by finding creative solutions to problems.
  • 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.
  • Documented conversations with customers to track requests, problems and solutions.
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
  • Assessed customer account information to determine current issues and potential solutions.
  • Answered, screened and processed high volume of calls daily with call management system and web-based communications.
Lead CSRCompany Name | City, State11/2019 - 01/2021
  • Accurately processed large volume of medical claims every shift.
  • Compared bills of lading against actual merchandise received, inspected for damaged goods and coordinated distribution to correct departments.
  • Logged inbound and outbound discrepancies, such as wrong product, incorrect quantities and damages.
  • Tracked inventory levels, handling aspects of shipping and receiving and kept accurate records.
  • Troubleshot product issues and fixed problems.
  • Reviewed customer interactions and activity reports to identify and address concerns.
  • Fielded customer complaints and rectified service issues.
  • Kept records of quality reports and statistical reviews.
  • Supervised and guided inspectors, technicians and other staff.
  • Completed various financial and quality audits for different departments.
  • Reviewed claims for accuracy before submitting for billing.
  • Evaluated pending claims to identify and resolve problems blocking auto-adjudication.
  • Stayed current on HIPAA regulations, benefits claims processing, medical terminology, and other procedures.
  • Tracked differences between plans to correctly determine eligibility and assess claims against benefits and data entry requirements.
  • Assisted new policyholders with processing claims.
  • Handled modification and updating of policies.
  • Conversed with people from different cultures daily, providing high level of respect and patience with each interaction.
  • Performed careful reviews of applicant data to ascertain compliance with eligibility criteria for economic assistance.
  • Explained eligibility details and affordability options to patients with kindness and respect.
  • Processed benefits applications, including documents for food stamps and medical assistance.
CSRCompany Name | City, State06/2014 - 06/2020
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Managed key account service, providing exceptional support to foster loyalty and retention.
  • Answered customers' questions and addressed complaints in-person or by phone to immediately rectify issues.
  • Oversaw customer support services for multiple locations.
  • Handled client inquiries with exceptional professionalism and enthusiasm.
  • Improved service quality and increased sales by developing strong knowledge of company's products and services.
  • Assessed customer needs and upsold products and services to maximize sales.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Built client rapport while accurately processing repair documentation and troubleshooting technical discrepancies through completion.
  • Made outbound calls to obtain account information.
  • Reviewed account and service histories to identify trends and issues.
  • Secured client retention by driving service and product benefits, features and recommendations around clients' needs.
  • Educated customers on special pricing opportunities and company offerings.
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Resume Overview

School Attended

  • Brunswick Job Corps Center
  • Atlanta Technical College
  • Savannah University

Job Titles Held:

  • CSR
  • Lead CSR

Degrees

  • Diploma - Business Office Technology
    Associate of Applied Science - Business Administration
    Bachelor of Arts - Business Administration

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