Inbound Call Center Representative resume example with 4+ years of experience

Jessica Claire
Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000 - Cell: - - -
Professional Summary

Organized and dedicated Administrative Assistant with proven track record of providing exceptional customer service in fast-paced environments. Offering keen attention to detail and strong decision making skills to manage multiple, concurrent tasks. Self-motivated work ethic with ability to perform effectively in independent or team environments. Dedicated Administrative professional with proven skills in managing administrative teams and delegating tasks to accomplish operational goals. Knowledgeable about arranging authorizations, preparing work orders and processing vouchers. Methodical and highly organized with good prioritization and planning abilities. Successful Administrative professional skilled in supporting program needs and managing projects with little oversight. Strong track record of reviewing and assessing processes and implementing continuous improvement initiatives to streamline office operations. Proficient in Excel and Word. Systematic Administrative Assistant with over 5 years of experience in fast-paced office settings. Hardworking team-player with expertise in organizing and problem solving. Responsible, punctual and capable of working with little to no supervision. Motivated Administrative professional with understanding of work flow processes, customer relations and multi-line telephone systems. Positive and upbeat team player with exceptional clerical knowledge and hardworking mentality. Accomplished Administrative Support professional practiced at addressing all facets of business office needs, including file and document management, inventory allocation and technical training. Proficient in maintaining stringent financial controls and timelines. Offering diplomatic and professional communication, strong time management and multitasking expertise.

  • Manage Staff
  • Use Different Communication Channels
  • Marketing
  • Search Engine Marketing (SEM)
  • Packaging
  • Scheduling
  • Data Entry
  • Vendor Relationship Management
  • Package labeling
  • Complaint Resolution
  • Customer Contact
  • Credit card processing
  • Complaint resolution
  • Order fulfillment
  • Report preparation
  • CRM
  • Multi-line phone talent
  • Computer proficient
  • Good listening skills
  • Receiving support
  • Quick learner
  • Administrative support
  • POS systems expert
  • Route dispatch
  • Service standard compliance
  • Creative problem solving
  • Account Management
  • Recordkeeping strengths
  • Professional telephone demeanor
Work History
05/2020 to 09/2020
Inbound Call Center Representative Dialamerica Indianapolis, IN,

Handled 50+ customer interactions per day, giving detailed, professional, friendly and, polite service to ensure customer's retention and satisfaction.

• Memorized all company products and services to be able to answer questions quickly and effectively.

• Collate service data such as: customer names, credit card information, and enter data into various customer service software.

• Able to set up laptops, headphones, microphones and Skype or any other chat service

  • Generated new and repeat sales by offering timely product, service and technical information.
  • Processed customer order, quote and return transactions and offered additional products and services.
  • Answered phone with friendly greeting to create positive inbound calling experience for customers.
  • Furnished accurate product information and shipping instructions and offered alternatives for out-of-stock items to support customer buying decisions.
  • Resolved complaints to satisfy customers and encourage future transactions.
  • Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.
  • Educated customers about product terminology, features and benefits to improve sales and customer satisfaction.
  • Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
  • Incorporated cross-selling, up-selling and add-ons and offered promotional items to increase sales.
03/2020 to 05/2020
Mortgage Loan Processor Ballston Spa National Bank Burnt Hills, NY,

Mortgage industry professional with loan processing experience and, comprehensive knowledge of loan types. Such as: Conventional/fixed rates, Interest-Only mortgages and, Adjustable rates.

• Provided support to loan officers and, underwriting teams by, ensuring the timely, judicious and, accurate processing of mortgages.

• Diligent and, detailed oriented in gathering borrower information.

• Verifying loan documents such as: Deed of Trust.

• Researched to find if the loan was secured or unsecured.

• Input all corresponding research documentation into a Microsoft Excel Spreadsheet

• Review and verify property appraisals and title insurance information.

  • Evaluated approvals against established bank and government lending standards.
  • Consulted with outside vendors to identify and resolve loan closing issues.
  • Collected and compiled paperwork such as title abstracts, insurance paperwork, loan files and tax histories.
  • Assessed customer account histories to determine previous compliance with payment plans and loan terms.
  • Reviewed and validated details of loan applications and closing documentation.
  • Verified credit histories, personal references and employment backgrounds for each applicant.
  • Set up, stored and updated customer files, department records and regulatory paperwork.
  • Filed completed loan applications with underwriting and made approval or denial recommendations.
04/2017 to 07/2019
Traffic Coordinator Nexstar Media Group Inc. Colorado Springs, CO,
  • Received incoming shipments, compared contents against associated records and transmitted to proper department.
  • Conducted counts and audits of inventories to identify and resolve discrepancies in records.
  • Boosted inventory and recordkeeping accuracy by conducting thorough inspections and comparing shipment contents with documentation.
  • Compared shipping orders and invoices against contents received to verify accuracy.
  • Maintained up-to-date price lists to accurately calculate shipping, shortage and demurrage costs.
  • Packed, secured, labeled and applied postage to materials to prepare items for shipment.
  • Corresponded with carrier representatives to make arrangements and provide instructions for shipment and delivery of orders.
  • Reviewed order data on an hourly basis to verify transactions and shipping dates.
  • Handled day-to-day shipping and receiving overseeing more than 1000 packages per day.
  • Maintained accurate records in Wysis Agility, including materials weights, bill amounts and identified variances.
  • Drafted and managed work and shipping orders, bills of lading and shipping route materials for accurate and compliant recordkeeping.
01/2015 to 03/2017
Administrative Assistant Hca Smyrna, TN,
  • Managed office inventory by restocking supplies and placing purchase orders to maintain adequate stock levels.
  • Drafted professional memos, letters and marketing copy to support business objectives and growth.
  • Provided logistical support for programs, meetings and events, including room reservations, agenda preparation and calendar maintenance.
  • Identified and recommended changes to existing processes to improve accuracy, efficiency and quality service.
  • Composed internal memos and external correspondence for senior management and reviewed all documentation to eliminate errors.
  • Supported efficient meetings by organizing spaces and materials, documenting discussions and distributing meeting notes.
  • Performed general office duties, including answering multi-line phones, routing calls and messages and greeting visitors.
  • Routed incoming calls and faxes and drafted detailed messages to expedite response.
  • Handled client correspondence and tracked records to foster office efficiency.
  • Maintained staff directory and company policy handbook for human resources department.
  • Offered departmental administrative support.
  • Welcomed office visitors warmly and alerted staff to arrivals of scheduled appointments.
  • Tracked inventory and ordered office supplies encouraging cost-effective solutions.
  • Created detailed expense reports and requests for capital expenditures.
  • Arranged rapid office equipment repair and maintenance with vendors.
  • Organized weekly staff meetings and logged minutes for corporate records.
  • Coached new employees on administrative procedures, company policies and performance standards.
  • Executed record filing system to improve document organization and management.
  • Maintained complex digital filing system for financial information.
  • Sorted and distributed office mail and recorded incoming shipments for corporate records.
  • Coordinated bookkeeping activities in QuickBooks and Lawson, including invoicing and accounts payable.
Expected in
Bachelor of Science: Psychology & Criminal Justice
Prairie View A & M University - Prairie View, TX

Obtained 124 course credit hours

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Resume Overview

School Attended

  • Prairie View A & M University

Job Titles Held:

  • Inbound Call Center Representative
  • Mortgage Loan Processor
  • Traffic Coordinator
  • Administrative Assistant


  • Bachelor of Science

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