Call Center Representative versed in customer support in high call volume environments. Superior computer skills and telephone etiquette. In times past I have served in the capacity of La Care Rover call center Team Lead & even trained a group of 20 agents for La Care. I have over 3 years experience with accounts 9080, 9081 & 9083 extremely knowledgeable with the call flow and documentation process. I'm a Customer Service Representative who maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty.
I would be an exceptional choice to bring on board of the Q.A. team.
Promoted to Call Center Team Lead in 2013. Trained a class for La Care during 2012 4th quarter. Became a Rover for the account back in 2011 and held that position until promotion to call center Team Lead.
Demonstrated mastery of customer service call script within specified timeframes. Addressed customer service inquiries in a timely and accurate fashion. Demonstrated mastery of customer service call script within specified timeframes. Maintained up-to-date records at all times. Developed effective relationships with all call center departments through clear communication. Worked with upper management to ensure appropriate changes were made to improve customer satisfaction. Provided cross training to multiple staff members. Trained staff on how to improve customer interactions. Assisted with the development of the call center's operations, quality and training processes. Led a team of customer service representatives to increase service center profitability. Facilitated information flow between customer service, account management operations, quality assurance, training and payroll departments to guarantee call center objectives were met.
Recorded patients' medical history, vital statistics and test results in medical records. Conducted screening, diagnostic treatment and rehabilitative and supportive services as the senior nurse on a primary health care team. Delivered high-quality and compassionate treatment to indigent and low-income patient community. Developed and maintained quality care systems and standards, including but not limited to, creating and improving medical protocols/guidelines. Sound, ethical and independent decision-making ability consistent with medical protocols. Performed all tasks with a patient-centered focus while seeking opportunities for improvement of processes and treatments. Assisted patients with healing and recovery after surgery. Provided patient diagnosis under strict time constraints. Treated patients with strokes, head traumas, comas and intracranial hematomas. Achieved departmental goals and objectives by instituting new processes and standards for in-patient care.
Coursework in Psychology, Social Work and Counseling.
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