Client-focused Human Services Specialist with skills needed to properly explain programs, policies and procedures to clients of all cultures and ethnicities. Determined employee with over five years of analyzing data to determine client eligibility. Successful establishing working relationships with clients, community resources and other agency staff.
Knowledgeable and dedicated customer service professional with extensive experience in retail, insurance, utilities and government industries. 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.
* Answer high volume of internal and external customer service calls from three call centers and 12 states.
* Provide support and assistance to peers with system navigation, account status, information retrieval, processes and direction.
* Handle escalated calls hostile, angry and difficult in nature.
*Diffuse angry, upset and confused customers and fellow employees while consistently being a high performer by team and call center metrics.
*Resolve complaints from hostile customers via email.
*Provided coaching and feedback to peers as needed.
I have worked with and served the public for all 30 + years of my work life. I have interacted via phone and face to face to meet the needs of the public while balancing the needs of my employers. I am dedicated to public service.
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