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Customer Service Representative Resume Example

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CUSTOMER SERVICE REPRESENTATIVE
Summary

Personable, friendly and solution-oriented Contact Representative with over 20 years of experience in service and support. Customer-focused team player offering expertise in conflict mediation, time management. Dedicated to customer loyalty and satisfaction. Hardworking CSR accustomed to fast-paced inbound call center environments. Quickly and effectively understands, documents and resolves customer concerns, driving satisfaction while meeting demanding business objectives. Well-versed in standards and best practices.

Skills
  • Excel
  • Microsoft
  • Timekeeping
  • Administrative
  • Basic
  • Call cente
  • Customer service
  • Data Entry
  • Filing
  • Instruction
  • Inventory management
  • Meetings
  • Excel
  • Office
  • Monitors
  • Organizing
  • Personnel
  • Policies
  • Progress
  • Researching
  • Research
  • Spreadsheets
  • Tax
  • Written
  • Call center experience
  • Quality control
  • Conflict mediation
  • Clerical support
  • Quality assurance controls
  • Inbound and outbound calling
  • Problem-solving abilities
  • Courteous demeanor
Experience
Customer Service Representative
City, StateCompany Name/Nov 2017 to Current
  • Conducts online or historical document research to respond to written or in-person requests for information.
  • Assists customers by using online resources to research and copy official documents.
  • Researching accounts and dealing with all individuals including third party representatives.
  • Experience utilizing inventory management procedures to control casework and conduct research.
  • Advise taxpayers of their rights and appeals procedures.
  • Amends or rejects work not meeting established standards and refers to supervisor any problems on meeting performance standards.
  • Maintains current knowledge of procedures, policies and directives, answers questions, and provides both classroom and OJT instruction to employees.
  • Performs administrative duties in the absence of the manager.
  • Makes suggestions concerning personnel actions and recognition of outstanding performance.
  • Resolves simple informal complaints, refers others to supervisor, reports on performance, progress and training needs of employees and on disciplinary problems.
  • Distributes, balances, monitors and reports on workload in accordance with established workflow or job specialization.
  • Assures equitable distribution among employees and timely accomplishment of assigned workloads.
  • Provides specific directions to customers on filing requirements, including date and eligibility requirements, for various land and mineral uses.
  • Knowledge of workflow through the function and ability to assess the performance capabilities of employees in order to assign work appropriately.
  • Researches requests for copies of documents.
  • Assist with action plans for employees.
  • Assist with on the job training to new employees.
  • Knee to knee monitoring.
  • SME expert for APP20 Lite.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Documented conversations with customers to track requests, problems and solutions.
  • Evaluated customer account information to assess current issues and determine potential solutions.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Escalated customer concerns to appropriate departmant or supervisors.
Patient Care Technician
City, StateCompany Name/Sep 2016 to Current
  • Responded to patient alarms and needs-assessment requests to identify course of treatment.
  • Provided excellent customer service by effectively communicating with patients, families, staff and staff in other hospital departments.
  • Documented patient intake and dietary requirements, also assisting with feeding and monitoring.
  • Supported healthy patient skin with bedside baths.
  • Coordinated patient care needs with healthcare team and delivered compassionate assistance with activities of daily living.
  • Recorded observations and baseline measurements to maintain accurate medical records.
  • Kept unit well-stocked and efficient with necessary medical supplies.
  • Assisted doctors, nurses and support staff with preparation for and conducting patient procedures.
  • Improved patient care, safety and compliance by partnering with nurses.
  • Collected lab specimens in adherence with safety protocols for patient tests.
  • Monitored and charted fluid intake and output to stay current on patient conditions.
  • Safely transported patients to other areas of hospital in wheelchairs and gurneys for tests, treatments and therapies.
  • Obtained patient vital signs and reported results to staff nurse or physician to note changes from prior measurements.
  • Assisted with patient admission, discharge and transfer to maximize facility efficiency.
Management Assistant
City, StateCompany Name/Dec 2018 to May 2019
  • 40hrs/week Assist others in performing analytical and technical work.
  • Identify problems and provide recommendations for resolution.
  • Prepare memoranda, reports, spreadsheets and charts.
  • Responsible for filing documents into employee binders.
  • Ensuring that all employees have essential supplies to perform their job duties.
  • Perform administrative tasks (ex.
  • Timekeeping, organizing/coordinate meetings.
  • Monitored and tracked project performance data with spreadsheets to generate reports and keep management informed of important trends.
  • Wrote email messages, memos and business letters for management and proofread all documentation to provide error-free correspondence.
  • Set up and maintained physical and electronic filing systems to maintain organizational efficiency.
  • Implemented effective inventory control procedures and ordered items when stock was low.
Customer Service Representative
City, StateCompany Name/Dec 2007 to Jan 2014
  • Worked in an inbound call center assisting taxpayers with tax related issues.
  • Able to resolve account issues.
  • Assisted co-workers with accounts.
  • Acted as a Lead when manger was out of the office.
  • Performed manager callbacks.
  • Consulted with customers to determine best methods to resolve service and billing issues.
  • Answered 40+ inbound calls per day and directed to designated individuals or departments.
  • Documented conversations with customers to track requests, problems and solutions.
  • Evaluated customer account information to assess current issues and determine potential solutions.
  • Escalated customer concerns to supervisors.
Education and Training
Some College (No Degree): Certified Nursing AssistantBaltimore City Community CollegeCity
GEDFAIRMOUNT HARFORD HIGH SCHOOLJun 1998City
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Resume Overview

School Attended

  • Baltimore City Community College
  • FAIRMOUNT HARFORD HIGH SCHOOL

Job Titles Held:

  • Customer Service Representative
  • Patient Care Technician
  • Management Assistant

Degrees

  • Some College (No Degree) : Certified Nursing Assistant
    GED

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