Customer Service Representative who maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty.
Managed call flow with up to 100 calls in queue per minute.
Received the following awards; WOW 100% QA for February 2008, Voice of the Customer Applause-O-Gram for March 2008, April 2008, October 2008, January 2009, May 2010, and October 2010
Successful Completion of Customer Service Training 2/1/08 (resulting in promotion)
Successful Completion of Reservations Training 4/4/08 (resulting in promotion)
Successful Completion of Document Services Training 7/21/08 (resulting in promotion)
Successful Completion of Guest Assistance Training 12/18/09 (resulting in promotion)
Answer phone calls in reference to Social Service needs for the community
Manage a Special Project follow up list to clients to make sure that the referrals given were resourceful
Open and close the center when needed on weekends
Maintain the office with minimal supervision
Maintain a level of professionalism with suicidal, domestic violence, child endangerment, medical, and emergency life crisis calls
Contacted physicians, pharmacies, and patients in regards to patient's pharmaceutical coverage.
Trained coworkers on Intake documents using Rightfax.
Communicated clinical criteria with the physician's office or pharmacy to determine medical need for patient's medications.
Managed customer accounts.
Assisted customers with travel reservations.
Processed documents at required pieces per hour.
Resolved escalated Supervisor calls.
Exceeded in customer service with customer by phone and online.
Demonstrated exceptional problem solving, probing, and decision-making skills.
Ran reports and supplied data to fulfill customer report requirements.
Processed invoices, vehicle titles, and mail correspondence to customers.
Created reports, spreadsheets, and workflows for Recovery team.
Handled time sensitive special assignments.
Created repossession packets and systems.
Submitted updates to three major credit bureaus.
Managed as a liaison for Third Party Collection Agencies and Customer Complaints.
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