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customer service representative team lead resume example with 12+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • Home: (555) 432-1000
  • Cell:
  • resumesample@example.com
  • :
Professional Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Education
Bachelor of Science: Human Resource Management, Expected in 05/2023 to University of Phoenix - Tempe, AZ
GPA:
Work History
Customer Service Representative Team Lead, 10/2021 to Current
VoyaManchester, NH,
  • Assist my group of 10+ agents when they need assistance on questions and escalations.
  • Work closely with new hires and provide additional assistance.
  • Make sure the daily ASAP report is done daily.
  • Assist patients with scheduling their medication.
  • Take payments for copays.
  • Make sure the patients are satisfied with their therapy.
  • Take inbound calls from patients, insurance companies, doctors offices or the HUB.
  • Meet customer call guidelines for service levels, handle time and productivity.
  • Use computerized data management systems to organize immense datasets and coordinate care details for large patient bases.
  • Review and correct claim errors to facilitate smooth processing.
  • Assess and forward procedure and service details to correct coding staff to best categorize for insurance purposes.
  • Complete clerical duties and tasks for clinic administration.
  • Use of pharmacy and scheduling programs for documentation and nurse scheduling of home infusion visits.
  • Proactively communicate to field staff, nurse management, and patients.
  • Investigate/research issues and provide resolution.
  • Take initiative for problem solving with ability to multitask effectively and use critical thinking.
  • Correct and timely entry of data in appropriate systems.
  • A pro-active work ethic with ability to be managed/trained virtually.
Debt Collector, 06/2018 to 06/2021
Mandarich Law GroupLake Mary, FL,
  • Used scripted conversation prompts to convey current account information and obtain payments
  • Dialed 250 outbound calls per day & receiving inbound calls.
  • Set up drafts and processed immediate payments after conducting thorough research and analysis of account.
  • Initiated repossession process or service disconnection upon failure of other collection methods.
  • Worked with customer to create debt repayment plan based on current financial condition.
  • Documented conversation of the phone call between the consumer & myself.
  • Used skip tracing and other techniques to locate debtors.
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
  • Trained new team members on scripts, company services and collection strategies.
  • Notified co-signers of delinquent accounts to assist in collecting payments.
  • Worked with customers on payment plan solutions to resolve delinquencies with cardholders.
  • Implemented all KPIs and collection targets.
  • Provide information on customer account and understand the issue and reason for overdue payments.
  • Provided professional, friendly environment and enter into a good relationship with the customers.
Caregiver , 01/2016 to 05/2018
Lifewell Senior LivingSanta Fe, NM,
  • Attended to children's basic needs by feeding them, dressing them, and changing their diapers
  • Recruited, selected and retained high-quality staff to reduce turnover and foster stability.
  • Planned and monitored curriculum and program activities and liaised with teachers to create fun and engaging learning experiences.
  • Established and optimized program schedules to cover planned needs while capitalizing on opportunities to improve student learning.
  • Upheld sound financial principles to keep program operating within budget levels, maximizing resource utilization while minimizing costs.
  • Collaborated on strategies to enhance student learning and behavior alongside parents and teaching staff.
  • Hired and mentored well-qualified job applicants for teaching and support staff roles to boost program success.
  • Modernized instructional plans and educational approaches to enhance student learning.
  • Resolved conflicts and administered corrective action to foster positive experience for children and staff.
  • Managed program paperwork and child records to comply with state requirements.
  • Taught basic skills such as color, shape, number and letter recognition, personal hygiene, and social skills.
  • Established and enforced rules for behavior, and procedures for maintaining order.
  • Identified children showing signs of emotional, developmental, or health-related problems, and discuss them with supervisors, parents or guardians, and child development specialists.
  • Met with parents and guardians to discuss their children's progress and needs, determine their priorities.
  • For their children, and suggest ways that they can promote learning and development.
Caregiver, 04/2010 to 01/2016
Lifewell Senior LivingKaty, TX,
  • Prepared materials and classrooms for class activities
  • Adapted teaching methods and instructional materials to meet students' varying needs and interests
  • Established clear objectives for all lessons, units, and projects, and communicate those objectives to children
  • Planned and conducted activities for a balanced program of instruction, demonstration, and work time that provided students with opportunities to observe, question, and investigate
  • Organized and labeled materials, and displayed students' work in a manner appropriate for their ages and perceptual skills
  • Attended professional meetings, educational conferences, and teacher training workshops in order to maintain and improve professional competence
  • Maintained accurate accounting of tuition and operating reports.
  • Upheld sound financial principles to keep program operating within budget levels, maximizing resource utilization while minimizing costs.
  • Established and optimized program schedules to cover planned needs while capitalizing on opportunities to improve student learning.
  • Modernized instructional plans and educational approaches to enhance student learning.
  • Collaborated on strategies to enhance student learning and behavior alongside parents and teaching staff.
  • Hired and mentored well-qualified job applicants for teaching and support staff roles to boost program success.
  • Oversaw safety requirements, inspection and certification procedures to facilitate annual licensing review.
  • Reviewed and evaluated new and current programs to determine success and compliance with state, local and federal regulations and recommended necessary modifications.
  • Maximized occupancy of building to achieve return on investment.
  • Attended professional meetings and conferences to maintain and improve professional competence.
  • Developed budget for center and established controls to adhere to budget.
  • Implemented school policies, procedures and systems to promote safe and healthy environment in compliance with state standards.
  • Supervised childcare workers and oversaw facility to meet state requirements for education and training.
  • Monitored students' progress and provided students and teachers with assistance in resolving problems.
Skills
  • Microsoft Office
  • Third Party Collections
  • CUBS
  • Customer Service
  • Data Entry
  • Teaching
  • Verint
  • Webex
  • Delinquent Account Management
  • Repayment Plan Structuring
  • Collections Processing
  • Debt Management
  • Call Center Experience
  • Script usage
  • Workspace
  • RxHome

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Resume Overview

School Attended

  • University of Phoenix

Job Titles Held:

  • Customer Service Representative Team Lead
  • Debt Collector
  • Caregiver
  • Caregiver

Degrees

  • Bachelor of Science

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