customer service representative resume example with 14+ years of experience
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Knowledgeable and dedicated customer service professional with 6+ years of call center experience. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, energetic and results-oriented with exemplary passion for developing relationships. Detail-oriented, organized, meticulous individual possessing strong team collaboration skills, ability to work in demanding environment and finish tasks quickly.
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- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Awarded for ranking number 1 in most bookstore sales for 8 consecutive months.
- Trained 10 representatives for 2 client-specific programs through upskill and refresher training sessions.
- Reviewed, edited, and updated training curriculum for 2 client-specific programs.
- Addressed urgent and high priority complaints and mitigated dissatisfaction by employing timely and effective solutions.
- Resolved escalated and complex issues in calm, appropriate manner.
- Promptly responded to 75-100 candidate inquiries per day identifying and resolving issues while exceeding monthly QA goals.
- Consistently exceeded monthly quality expectations with average score of 90 or above each month.
- Managed escalated calls and provided assistance to other agents as needed.
- Assisted with mentoring, training, and coaching of customer service agents under direct supervision of team lead.
- Monitored agents calls through side-by-sides and call audits, providing real-time coaching and feedback.
- Processed payments, scheduled future dated payments or discussed other solutions.
- Used skip tracing and other techniques to locate debtors.
- Contacted clients with past due accounts to formulate payment plans and discuss settlement options.
- Performed targeted collections on past due accounts aged over 120 days.
- Assist members and providers with questions regarding authorizations, benefits, claim concerns, and self-service options.
- Assigned to floor support role after demonstrating outstanding customer service combined with in-depth knowledge of company’s coverage, benefits, and procedures.
- Provide expertise or general claims support by reviewing, researching, and investigating health insurance claims.
- Consistently meets or exceeds established goals and performance metrics which reflect higher performance expectations.
- Awarded multiple times for outstanding customer support and 100% customer satisfaction survey's.
- Performed needs analysis to obtain information required to make appropriate health insurance product recommendations.
- Licensed to sell life and health insurance in 13 states.
- Exceeded sales quota by 15%.
- Assisted families with application and paperwork to facilitate enrollment process.
- Provide proper knowledge of service and products to new and existing customers to ensure positive customer rapport.
- Supervised team of up to 4 mod team associates and monitored adherence to company standards.
- Oversaw, organized, and implemented new backroom inventory program
- Enhanced overall store appearance by applying careful consideration to product and display locations.
- Assisted with planning and organization of special projects as directed by management.
DeVry University - Kansas City, MO,
JUNE 2018
Leadership Skills in Business – ALISON
Managing Customers Using Technology – ALISON
Productive Leader Mindset: Master Productivity Skills – UDEMY
Mentor for Impact - Start Mentoring – UDEMY
Digital CSR Program Internship 2018 – UDEMY
Project Management Fundamentals - The Art of Scheduling – UDEMY
Get Hired: Branding & Networking in the Now Economy – UDEMY
Networking: The Science of Hunting in Packs – UDEMY
Become a Paid Life Coach Online – UDEMY
HubSpot Academy Inbound Sales Certification Course – UDEMY
HubSpot Inbound Certification Course – UDEMY
HubSpot Academy Inbound Marketing Certification Course – UDEMY
The PEACE Model of Investigative Interviewing – UDEMY
HubSpot Academy Content Marketing Certification Course – UDEMY
HubSpot Academy Email Marketing Certification Course – UDEMY
MAY 2018
Managing Anger and Frustration in the Work Place – UDEMY
Negotiation: Understanding Personality Types – UDEMY
Negotiation: The Negotiation Mindset – UDEMY
A Mini course on Time Management – UDEMY
Productivity Mastery: Time Management for Entrepreneurs – UDEMY
7 Scientifically Proven Steps to Increase your Influence – UDEMY
Mindfulness: A Practical Guide to Practicing – UDEMY
Actualize Academy: Advanced Personal Development Success – UDEMY
Accelerate your Career: Emotional Intelligence – UDEMY
Level 1 Intelligence Analyst Certification – UDEMY
Persuasion Skills: Basics – UDEMY
Lead High Performing Teams – UDEMY
Competency Iceberg Model – UDEMY
Better Management Through Understanding Yourself – UDEMY
Knowledge Management Tools for SME’s – UDEMY
Product Management Fundamentals: Awesome Product Roadmaps – UDEMY
12 Steps to Power your Business & Work Performance – UDEMY
Leadership: The #1 Key to Guaranteed Business Success – UDEMY
Conscious Business: Work & Succeed with Purpose & Fulfillment – UDEMY
Learn to Lead: The Leadership Journey – UDEMY
Reframing: Creativity for Innovation - UDEMY
Management & Leadership Course for New Managers – UDEMY
MARCH 2018
7 Creative Leadership Skills that Drive Change – UDEMY
Cutting-Edge Leadership: Leading with Sense – UDEMY
How to Use SMART Goals: Achieve More in Less Time – UDEMY
How to Give Effective Feedback to Employees – UDEMY
DECEMBER 2017
Diploma in Quality Management – ALISON
Diploma in Services Management – ALISON
Diploma in Change Management – ALISON
Diploma in Supervision – ALISON
Diploma in Business Communication Skills – ALISON
Diploma in Customer Service – ALISON
Critical Skills for Entrepreneurs – ALISON
Introduction to Time Management – ALISON
NOVEMBER 2017
Customer Service Training – ALISON
Staying Close to the Customer – ALISON
Introduction to Change Management – ALISON
Diploma in Communication Skills – ALISON
Effective Communication Skills for Managers – ALISON
SEPTEMBER 2015
Fundamentals of Network Security – ALISON
Introduction to Computer Science – ALISON
Fundamentals of Operations Management – ALISON
ABC IT Computer Training Suite – ALISON
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Resume Overview
School Attended
- DeVry University
Job Titles Held:
- Customer Service Representative
- Collections Agent
- Customer Service Representative
- Licensed Insurance Agent
- Overnight Associate
Degrees
- Associate of Science
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