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EDD Call Center Agent Resume Example

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EDD CALL CENTER AGENT
Professional Summary

Positive and upbeat customer service professional bringing 10+ years of customer-facing experience in fast-paced settings. Highly adaptable to addressing diverse customer needs. Proven history of building trust with customers to promote satisfaction, resolve concerns and maintain long-term loyalty. Always looking for ways to improve operations and personalize assistance. Well-organized and resourceful with detail-oriented and conscientious approach.

Skills
  • Customer service-oriented
  • Clerical experience
  • Bilingual in Spanish
  • Merchandising operations
  • Account management
  • Relationship development
  • Customer and client relations
  • Strong communication skills
  • Multi-line telephone systems
  • Clear, concise and timely documentation skills
  • Microsoft Word
  • Organizing Mail
  • Documentation and reporting
  • High Call Volume
Work History
EDD Call Center Agent, 09/2020 to 12/2020
Tyme Global LLC – Modesto , CA
  • Promoted self-service employment services for job seekers
  • Determined eligibility for UI benefits in accordance with laws, regulations, and policies.
  • Interpret and apply laws, policies, and precedent to decisions consistently to individual cases
  • Gather and disseminate labor market information to employers and applicants
  • Assist job seekers in meeting their employment goals or refers them to partner resources.
  • Identifying possible fraudulent claims and reporting to the Investigation Division for possible prosecution
  • Assisting individuals in filing Unemployment Insurance benefit claims
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards
  • Educated customers on company systems, form completion, and access to services.
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
Retail Sales Consultant, 10/2013 to 12/2018
AT&T – Anaheim Hills , CA
  • Implemented needs assessments to recognize demand for services and products
  • Oversaw deposits, processed financial transactions, and maintained inventory
  • Used consultative sales approach to understand customer needs and recommend relevant offerings
  • Answered customer questions regarding merchandise and pricing
  • Consistently met upheld goals by highlighting target merchandise with strategic promotional approaches
  • Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers
  • Managed and established business accounts with individuals
  • Communicated accurate information about promotions, customer programs and products, providing exceptional customer service and driving retention
  • Managed incoming calls and emails from customers
  • Offered each customer top-notch, personal service and polite support to boost sales and customer satisfaction.
Insurance Agent, 03/2012 to 10/2013
Wyatt Insurance Services Inc. – Ceres, CA
  • Scheduled fact-finding appointments and consultations to determine client needs and overall financial situations
  • Displayed consistent, positive attitude towards customers, peers and other personnel, even during high-stress situations
  • Responded to customer calls to swiftly resolve issues and answer questions
  • Determined financial needs by assessing existing coverage and aligning new products and services with long-term goals
  • Developed and maintained long-term relationships with policyholders and small business entities
  • Spent ample time with each customer, going over and explaining documents to ensure that key information was understood
  • Determined financial needs by assessing existing coverage and aligning new products and services with long-term goals.
Insurance Agent, 04/2007 to 03/2012
Titan Auto Insurance – Modesto, CA
  • Conducted research on insurance packages and investment options to generate client recommendations.
  • Worked to accommodate new and different insurance requests and explored new value opportunities to optimize insurance agency reputation
  • Utilized direct marketing strategies such as mailings and phone contracts to approach potential clients
  • Calculated quotes and educated potential clients on insurance options
  • Collected all premiums on or before effective date of coverage
  • Modeled exceptional customer service skills and appropriate diagnostic sales techniques
  • Finalized sales and collected necessary deposits
  • Exceeded corporate quotas for monthly policy sales
  • Demonstrated high attention to detail, organization, and ability to manage multiple tasks
  • Delivered superior client services, fostering strong rapport, retention and satisfaction
  • Maintained high standards of customer service by building relationships with clients.
  • Established information necessary for policy development by interviewing clients, requesting records, and inspecting property.
Education
Associate of Science: Administration of JusticeModesto Junior College - Modesto, CA
High School DiplomaPeter Johansen High School - Modesto, CA
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Resume Overview

Companies Worked For:

  • Tyme Global LLC
  • AT&T
  • Wyatt Insurance Services Inc.
  • Titan Auto Insurance

School Attended

  • Modesto Junior College
  • Peter Johansen High School

Job Titles Held:

  • EDD Call Center Agent
  • Retail Sales Consultant
  • Insurance Agent

Degrees

  • Associate of Science : Administration of Justice
    High School Diploma

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