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Customer Service Agent Resume Example

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CUSTOMER SERVICE AGENT
Summary

Experienced Office Management and Administration Professional with 7 plus years of experience optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.

Skills
  • Policy and procedure modification
  • Expense reporting
  • Office administration
  • Mail handling
  • Scheduling
  • Organizational skills
  • Friendly nature
  • Sorting and labeling
  • Database administration
  • Documentation and control
  • Clear oral/written communication
  • Relationship building
  • Excellent multi-tasking ability
  • Documentation expertise
  • Clerical support
  • Office management
  • Call center experience
  • Microsoft Office expertise
  • CRM Software
Experience
ICall Services Inc. | Olgesby, ILCustomer Service Agent08/2020 - Current
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
  • Educated clients on how to navigate company systems and work within established frameworks to obtain desired services.
  • Returned all routine and general customer calls in good time.
  • Conducted CRM tasks to maintain quality assurance satisfaction levels.
  • Investigated and solved routine, complex and long-standing customer issues each day.
  • Evaluated customer account information to assess current issues and determine potential solutions.
  • Reviewed files, records and other obtained documents to respond to customer requests.
  • Implemented services to assist company in maintaining exceptional client service ratings on external audits.
  • Documented conversations with customers to track requests, problems and solutions.
Naco Printing & Advertising | Greenville, ILOffice Manager08/2018 - 08/2020
  • Improved office operations by automating client correspondence, record tracking and data communications.
  • Established efficient workflow processes, monitored daily productivity and implemented modifications to improve overall effectiveness of personnel and activities.
  • Administered yearly to manage office requirements such as service contracts, postage costs and supply replenishment.
  • Completed bi-weekly payroll for 4 employees.
  • Compared vendor prices and negotiated for optimal savings.
  • Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
  • Oversaw office inventory activities, including ordering and requisitions, stocking and shipment receiving.
  • Performed billing, collection and reporting functions for office.
  • Managed CRM database, including troubleshooting, maintenance, updates and report generation.
  • Produced high-quality documents, spreadsheets and presentations for internal and customer-facing needs using Microsoft Office.
  • Optimized organizational systems for payment collections, AP/AR, deposits and recordkeeping.
  • Handled client correspondence and tracked records to foster office efficiency.
  • Adhered to established guidelines to increase profits and collect supplier payments.
  • Created reports and presentations.
  • Streamlined office operations by computerizing activities, managing customer communications, scheduling payments and tracking records and documents.
Essendant - St. Louis Distribution Center | Greenville, ILSales Express/Customer Service Representative Agent09/2005 - 03/2010
Olgesby
  • Confer with customers by telephone or in person to provide information about products or services, take and enter orders, cancel accounts, or obtain details of complaints
  • Review claims adjustments with dealers, examining parts claimed to be defective, and approving or disapproving dealers' claims
  • Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
  • Use computers for various applications, such as database management or word processing
  • Answer telephones and give information to callers, take messages, or transfer calls to appropriate individuals
  • Operate office equipment, such as fax machines, copiers, or phone systems and arrange for repairs when equipment malfunctions
  • Provide services to customers, such as order placement or account information
  • Inbound and outbound calls to customers or Account Managers Able to use many different computer software and applications Work and prepare spread sheets Order placing and returns Inbound and outbound emails while multitasking inbound and outbound phone calls
  • Resolved customer and Account Mangers problems, improved operations and provided exceptional client support
  • Resolved conflicts and negotiated mutually beneficial agreements between parties
  • Worked with customers to understand needs and provided resolution to any issue customers had
  • Handled 50 to 80 calls per 8 hours to address customer inquiries and concerns
  • Assisted customers with setting appointments, shipping and special order requests, and arranging merchandise pick-up at other locations
  • Responded to customer requests for products, services and company information
  • Communicated with vendors regarding back order availability, future inventory and special orders
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
  • Cultivated customer loyalty, promoted repeat customers and improved sales
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions
  • Consulted with outside parties to resolve discrepancies and create effective solutions
  • Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes
  • Answered customer telephone calls promptly to avoid on-hold wait times
  • Entered customer interaction details in Siebel, and PrintSmith to track requests, document problems and record solutions offered
Greenville Nursing and Rehabilitation Center | Greenville, ILCertified Nursing Assistant06/1999 - 06/2001
  • Record and maintain patient information, such as vital signs, eating habits, behavior, progress notes, treatments, or discharge plans
  • Provide patients with assistance in bathing, dressing, or grooming, demonstrating these skills as necessary
  • Restrain or aid patients as necessary to prevent injury
  • Organize, supervise, or encourage patient participation in social, educational, or recreational activities
  • Accompany patients to and from wards for medical or dental treatments, shopping trips, or religious or recreational events
  • Complete physical checks and monitor patients to detect unusual or harmful behavior and report observations to professional staff
  • Maintain patients' restrictions to assigned areas
  • Identified errors in reports which could compromise patient care
  • Improved patient care and daily task efficiency resulting in smoother operations
  • Received direction and assignments from physicians and nurses, providing efficient technical support to optimize patient care
  • Identified methods to improve efficiency, as well as patient care and evaluation quality
  • Managed supplies and restocked inventory to ensure optimal availability for patient care
  • Directed patient care by initiating and following through with plan of care, continuing care and discharge instructions
  • Addressed patient care needs, collected vitals, dressed wounds and managed catheters
  • Interviewed patients to obtain medical information, weight and height measurements and vital signs to aid physicians with patient care planning
  • Continually improved knowledge, skills and performance based on feedback and self-identified professional developmental needs
  • Assessed vitals and noted all medical information to report changes to nursing staff and physicians
Education and Training
Kaskaskia College | Centralia, ILAssociate of Arts
Bond County Community High School | Greenville, ILHigh School Diploma1999
Kaskaskia College | Centralia, ILMedical Coding & Billing in Medical Coding & BillingExpected in 12/2021
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Resume Overview

Companies Worked For:

  • ICall Services Inc.
  • Naco Printing & Advertising
  • Essendant - St. Louis Distribution Center
  • Greenville Nursing and Rehabilitation Center

School Attended

  • Kaskaskia College
  • Bond County Community High School

Job Titles Held:

  • Customer Service Agent
  • Office Manager
  • Sales Express/Customer Service Representative Agent
  • Certified Nursing Assistant

Degrees

  • Associate of Arts
    High School Diploma
    Medical Coding & Billing in

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