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Customer Service Agent Resume Example

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CUSTOMER SERVICE AGENT
Summary

Ethical Customer service representative, talented at processing high volumes of error-free transactions and meeting departmental goals. Offering 6 years of experience in quickly resolving technical issues and maximizing customer retention opportunities. Proficient in managing conversational flow and diffusing difficult customer situations.

Skills
  • Microsoft Office
  • Type (40)wpm
  • Photoshop
  • Cable
  • Customer relations
  • Insurance
  • Inventory
  • Excel
  • Microsoft Office
  • Powerpoint
  • Neat
  • Sales
  • Spreadsheets
  • Technical support
  • Troubleshooting
  • Type
  • Credit card payment processing
  • Quality control
  • Quality assurance controls
  • Microsoft Office expertise
  • Business development understanding
  • High-energy attitude
  • Process optimization
  • Shipping and receiving understanding
  • Organizational strengths
  • Conflict mediation
  • Clerical support
  • Office equipment proficiency
  • Materials transport
  • Adaptive team player
  • Promotional support
  • Active listening
  • Data evaluation
  • Route management
  • System implementation
  • Inbound and outbound calling
  • Call center experience
  • Technologically savvy
  • Problem-solving abilities
  • Courteous demeanor
  • Schedule mastery
Experience
09/2017 - 10/2019Customer Service AgentHarris County Tollroad Authority | Houston, Texas
  • Taking orders out to customers at specific stalls.
  • Prepared, completed and processed customer account forms and database changes.
  • Educated clients on how to navigate company systems and work within established frameworks to obtain desired services.
  • Managed high-volume of inbound and outbound customer calls.
  • Boosted productivity by maintaining strong call control and quickly working through scripts to address diverse problems.
  • Evaluated customer account information to assess current issues and determine potential solutions.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
  • Reviewed files, records and other obtained documents to respond to customer requests.
  • Collected customer feedback and recommended procedural or product changes to enhance future service delivery.
  • Documented conversations with customers to track requests, problems and solutions.
  • Investigated and solved routine, complex and long-standing customer issues each day.
  • Pursued opportunities to advance client relations skills and further enhance customer satisfaction in every interaction.
04/2016 - 10/2017Customer service repPFS Group | Houston, TX
  • Review patient medical records and assign codes to diagnoses and procedures performed so the facility can bill insurance and other third-party payers (such as Medicare or Medicaid) as well as the patient.
  • Submitted refund requests for claims paid in error.
  • Performed quality control of data entry system to verify proper posting of claims and payments.
  • Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations.
  • Collected customer feedback and recommended procedural or product changes to enhance future service delivery.
  • Evaluated customer account information to assess current issues and determine potential solutions.
  • Determined customer eligibility for benefit programs and services.
  • Maintained current working knowledge of CPT and ICD-10 coding principles, government regulation, protocols and third-party billing requirements.
  • Verified proper coding, sequencing of diagnoses and procedures.
  • Accurately posted and sent out all medical claims.
  • Analyzed and interpreted patient medical and surgical records to determine billable services.
  • Applied payments, adjustments and denials into medical manager system.
  • Delivered high level of service and support to each customer, paving way for future business opportunities.
  • Documented conversations with customers to track requests, problems and solutions.
05/2015 - 12/2016Customer Service RepresentativeAlorica | Houston, TX
  • Taking incoming customer calls concerning, Troubleshooting and acquiring cable services Escalations Setting appointments for Bury Drops and technical support, Keeping store organized and neat helping customers find items and telling them about sales and new products.
  • Advised customers and users regarding required maintenance practices of diverse software systems for OEM warranty requirements and industry best practices.
  • Documented repair processes and helped streamline procedures for future technical support actions.
  • Supported Suddenlink customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
  • Conferred with vendors to obtain replacement hardware or software and escalate more complex concerns.
  • Assisted in technical support process refinement to improve customer service and support.
  • Consistently responded to customer service emails within standard window for optimal response.
  • Delivered high level of service and support to each customer, paving way for future business opportunities.
  • Reviewed account and service histories to identify trends and issues.
  • Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations.
  • Evaluated customer account information to assess current issues and determine potential solutions.
  • Escalated customer concerns, store issues and inventory requirements to supervisors.
  • Addressed customer service inquiries quickly and accurately.
  • Greeted customers to facilitate services, determine service needs and accurately input orders into electronic systems.
  • Documented conversations with customers to track requests, problems and solutions.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Consulted with customers to determine best methods to resolve service and billing issues.
  • Maintained revenue streams by exhausting every option before offering refunds.
05/2014 - 12/2015Administrative AssistantAV Warehousing and Crating | Houston, TX
  • Creating spreadsheets Purchase Summaries for customers Inventory Customer Inquiries Improving customer relations and worker organization Forever 21, Sales Associate.
  • Monitored and tracked project performance data with [Type] spreadsheets to generate reports and keep management informed of important trends.
  • Processed financial documents including contracts, expense reports and invoices.
  • Facilitated troubleshooting, maintenance and updates for office systems.
  • Directed customer communication to appropriate department personnel, in addition to providing information to resolve inquiries and bolster customer satisfaction.
  • Liaised between internal and external stakeholders, providing updated project status and performance reports.
  • Supported departmental operations, including filing, monthly report preparation and vendor requisitions.
  • Organized and maintained filing and document management systems, coordinating archiving and purging aligned with company document policies.
  • Maintained attendance records, taking note of staff vacation time, sick days and personal days.
  • Scheduled and coordinated meetings and calendars of high-level decision-makers.
  • Tracked and submitted employee time sheets to accounting department for payroll processing.
  • Coordinated project materials, including managing physical and digital files, monitoring spreadsheets and updating reports.
  • Wrote email messages, memos and business letters for management and proofread all documentation to provide error-free correspondence.
  • Contacted customers via phone and email to confirm deliveries and follow up with inquiries.
  • Reviewed and suggested improvements for diverse range of documentation, including interoffice correspondence, reports and presentations.
  • Controlled and managed document processes by reviewing files, records and critical information to confirm accuracy and ensure compliance with company policies and procedures.
Education and Training
Some College (No Degree): Computer And Information Sciences
Houston Community College | Houston, TX
05/2009High School Diploma
Humble High School | Humble, TX
Additional Information
  • Experienced in Excel, Photoshop, Powerpoint Experience creating spreadsheets, Inquiries and inventory
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Resume Overview

Companies Worked For:

  • Harris County Tollroad Authority
  • PFS Group
  • Alorica
  • AV Warehousing and Crating

School Attended

  • Houston Community College
  • Humble High School

Job Titles Held:

  • Customer Service Agent
  • Customer service rep
  • Customer Service Representative
  • Administrative Assistant

Degrees

  • Some College (No Degree) : Computer And Information Sciences
    05/2009 High School Diploma

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