Customer Service Chat Representative Resume Example
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I worked as a Team Leader and was put into interim Supervisor. My dependability and flexibility allowed us to staff our call center on the weekends outside our normal business hours and staff an additional team of 7 representatives. Beyond that I leaded a correspondence team and team of inbound call center representatives. In terms of time-to-competency for my new team, I drove tremendous improvements in her team's AHT in a short amount of time. I was able to have this team exceed expectation.
- Answering inbound calls assisting customers with questions related to their Interlock account or service.
- Work closely with Supervisors and Compliance officers to better assist with first call resolution.
- Ability to problem solve, manage multiple details and handle confidential information
- Work with multiple programs at one time and multitask
- Monitors workflow and department processes to ensure production and quality goals are met.
- Provides leadership to the team by answering daily questions, providing ongoing developmental training to team members, encouraging self-directed research, and encouraging a positive team atmosphere.
- Handles and resolves escalated inquiries.
- Monitors staff functions, mentors, and provides feedback to employees Consults with management to improve effectiveness and efficiency of workflow and communicates trends and escalated issues as appropriate Complete Retention reporting on a monthly basis Other duties as assigned.
- Assist external customers with problems and concerns regarding their insurance plans.
- Assist the correspondence team with completing e-mail inquiries, complete TTP requests, assist new employees, and assist my Supervisor/Team Leader with various projects.
- Supervise all local and National moves submitted by salespeople.
- Ensuring accurate and timely shipment pickup and delivery.
- Responsible for ensuring all documents for shipments are complete and accurate.
- Communicating with the customer on status of shipments.
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Resume Overview
Job Titles Held:
- Customer Service Chat Representative
- Team Leader
- Customer Service Rep
- Customer Service Sales Coordinator
Degrees
- Majored in Accounting and computer Literacy 1.5 Years, DMACC, Newton, Iowa 1993-1995
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