I have extensive experience within the Customer Service industry and have always enjoyed assisting customers. Along with my customer service experience, I also have superb interpersonal communication, creativity and leadership abilities. I am confident I will make a significant contribution to your staff on an individual level as well as a team player now, and an increasingly important one in the years to come. What makes me different from other applicants? My enthusiastic desire to learn and the willingness to persevere in all areas of the job. I posses exceptional written and oral communication skills in addition to a skilled diplomatic approach to solving complaints, obtaining cooperation, support and goodwill of fellow staff members and customers. I perform well under pressure; all the while maintaining a highly professional and concerned manner. I ensure tasks are done in an efficient and effective manner. I have a passion to succeed and the ambition to achieve. I believe in education and the importance of it! I look forward to hearing from you and would appreciate the opportunity to meet with you. Thank you for taking the time out of your busy schedule to review my cover letter and resume.
High customer service standards
Dedicated to process improvement
Employee relations specialist
Strong problem solving ability
United HealthcarePhoenix, AZCustomer Service Representative08/2015 to Current
Assisted with creating new processes and systems for increasing customer service satisfaction.
Expressed extreme appreciation for the services rendered to our country by Active Duty Service Members as well as retiree's.
Managed quality communication, customer support and efficient, timely resolution to issues that may have risen
Worked under strict deadlines and responded to service requests and emergency call-outs.
Promptly responded to general inquiries from members, staff, and clients via mail, e-mail and fax.
Resolved product/policy issues and shared benefits of new technology available for beneficiaries.
Assisted beneficiaries with complaints in trying situations to ensure the best quality of service is being provided.
Guaranteed positive customer experiences and resolved all customer complaints efficiently and promptly.
Collected customer feedback and made process changes to exceed customer satisfaction goals.
Made reasonable procedure exceptions to accommodate unusual customer requests.
Provided accurate and appropriate information in response to customer inquiries.
Demonstrated mastery of customer service call script within specified timeframes.
Addressed customer service inquiries in a timely and accurate fashion.
Maintained up-to-date records at all times.
Worked with upper management to ensure appropriate changes were made to improve customer satisfaction when necessary.
Developed effective relationships with all call center departments through clear communication.
Formulated and enforced Service Center policies, procedures and quality assurance measures.
Trained staff on how to improve customer interactions.
CatamaranPhoenix, AZCustomer Service Representative10/2014 to 07/2015
Attracted potential consumers by answering product and service questions; suggesting useful information about other available services.
Opens customer accounts by recording account information.
Maintained customer records by updating account information.
Resolved product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, following up to ensure resolution.
Maintains financial accounts by processing customer adjustments Recommended potential products or services to management by collecting customer information and analyzing customer needs.
Convergys (Stream)Phoenix, AZCustomer Service Representative02/2013 to 10/2014
Developed highly empathetic client relationships
Cross-trained and provided back-up for other customer service representatives when needed.
Managed quality communication, customer support and product representation for each client.
Ensured confidentiality of customer information.
Obtained an understanding of customers unique situation and used that information to properly assist customer.
Used proficient computer skills to note interactions with customers using company jargon
Create an open environment for customers to reveal their problems with the product.
Maintain a friendly and open demeanor during stressful situations.
Manage financial transactions and create alternative payment plans for customers.
SamshburgerPhoenix, AZCustomer Service Representative 01/2012 to 06/2013
Promptly responded to general inquiries from staff and clients.
Guaranteed positive customer experiences and resolved all customer complaints.
Guaranteed high level of customer service.
Compiled weekly monetary reports and records for store managers.
Organized the store by returning all merchandise to its proper place.
Took special orders in person and over the phone to generate additional revenue.
Diploma:General studies2009Washington High School, Phoenix, AZGeneral studies
Bachelor of Science:Human and Family DevelopmentArizona State University, Tempe, AZ, United StatesContinuing education toward the understanding and the positive productivity of human interaction
• Andre' House, Phoenix, AZ, January 2011-June 2011
• Help impoverished guests obtain clothes, hygiene products, or tickets for dinner
• Maintain a professional and open environment for conversation with guests
• Take control of potentially violent situations
• Assist and accommodate for mentally and physically disabled individuals
• Perform any necessary maintenance duties such as cleaning bathrooms, mopping, and sweeping floors
C.O.O.P. (Washington High School day care center/internship) August 2008- May 2009
• Assisted in the care of children between the ages of 2 – 6 years of age
• Planned educational lessons for children in an array of different subjects
• Engage children in educational activities
• Create a comfortable environment for the children or parents to be able to express any concerns
• Address any behavioral issues accordingly
• Engage children in fun games or outside activities