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customer service specialist resume example with 13+ years of experience

Jessica
Claire
resumesample@example.com
(555) 432-1000,
, , 100 Montgomery St. 10th Floor
:
Professional Summary

Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.


Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.


Knowledgeable and dedicated customer service professional with extensive experience in the healthcare industry. 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. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.


Dedicated in customer relations professional, and successful at transforming unhappy individuals into long-term customers by leveraging industry knowledge and exceptional service skills. Bringing top-notch sales, operational and leadership abilities along with strong computer skills and regulatory understanding. Centered on building customer satisfaction and loyalty with high-quality support.

Skills
  • CRM Software
  • Multitasking and Prioritization
  • Responding to Difficult Customers
  • Upselling Products and Services
  • Creative Problem Solving
  • Data Entry and Maintenance
  • De-escalation Techniques
  • Efficient and Detail-Oriented
  • Understanding Customer Needs
Education
Lehigh Carbon Community College Schnecksville, Pennsylvania Expected in 2007 Medical Assistant : - GPA :
Virginia Union University Richmond, Virginia Expected in 2000 : Psychology - GPA :
North Hunterdon High School Annandale, New Jersey Expected in 1996 High School Diploma : - GPA :
Work History
Rr Donnelley & Sons - Customer Service Specialist
Irvine, CA, 07/2013 - Current
  • My duties are to provide immaculate customer service to customers concerning their health insurance
  • I also update their account and make sales if necessary.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Took payment information and other pertinent information such as addresses and phone numbers to place orders.
  • Complied with company policies and procedures by encouraging positive and effective work environment among all employees.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
A Place For Mom - Real Time Analyst
Santa Fe, NM, 09/2009 - 07/2012
  • Responsible for forecasting call volumes and staffing requirements for contact center
  • In addition, would be responsible for tracking, analyzing, and utilizing historical data into the development of long and short term forecasting processes and staffing models which are critical to meeting customer service and performance standards
  • Forecast and analyze call volumes, Average Handle Time, shrinkage, written correspondence
  • Work closely with the Workforce Management to perform long and short-term capacity planning
  • Develop and maintain resource utilization models and attrition analysis by planning period using historical data within IEX or other resources identified
  • Problem solve and preparation of analyses in varying formats (Excel, charts, web based)
  • Analyze data and make recommendations for improving operational efficiencies.
Bjc Healthcare - Medical Assistant
Edwardsville, IL, 01/2007 - 08/2008
  • My duties consisted of helping doctors in the Diabetes and Endocrine office examine and treat patients
  • Sanitized, restocked and organized exam rooms and medical equipment.
  • Directed patients to exam rooms, fielded questions and prepared for physician examinations.
  • Obtained client medical history, medication information, symptoms and allergies.
  • Collected and documented patient medical information such as blood pressure and weight.
  • Called and faxed pharmacies to submit prescriptions and refills.
  • Scheduled appointments, registered patients and distributed sample pharmaceuticals as prescribed.
  • Assisted with routine checks and diagnostic testing by collecting and processing specimens.
Lehigh Valley Hospital - CNA / Technical Partner
City, STATE, 10/2006 - 01/2007
  • Provided care to and related activities for designated patients
  • Delivered patient care as directed by the RN using a patient/ family centered approach
  • Employed astute observational skills and properly communicated changes or findings to RN
  • Responsible for and completed routine and complex assignments for a designated group of patients within the allotted period of time
  • Demonstrated ability to organize and prioritize assignments in the delivery of patient care
  • Demonstrated knowledge of the problem of solving process in the identification and resolution of patient care or other problems.
  • Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
  • Promoted good oral and personal hygiene by aiding patients with shaving, bathing and teeth brushing.
  • Checked patient vitals such as temperature, blood pressure and blood sugar levels.
  • Assisted with feeding and monitored intake to help patients achieve nutritional objectives.

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Resume Overview

School Attended

  • Lehigh Carbon Community College
  • Virginia Union University
  • North Hunterdon High School

Job Titles Held:

  • Customer Service Specialist
  • Real Time Analyst
  • Medical Assistant
  • CNA / Technical Partner

Degrees

  • Medical Assistant
  • High School Diploma

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