, , 100 Montgomery St. 10th Floor(555) 432-1000, resumesample@example.com
Summary
Highly experienced and dedicated Senior Customer Service Specialist with over 19 years of excellent employment and management skills that is constantly developing innovative ways to exceed customer expectations. Establish success by listening to customer needs, following company policies and working to find a resolution that benefits the company and the customer. I will utilize my Associates Degree in Human Services in my employment field. Substance Abuse graduate with passion for serving different types of clients. Dedicated to supporting patients in understanding emotional issues beneath substance abuse.
Skills
Family counseling
Client evaluation
Clerical
Work ethic
Relationship building
Communication
Organizational skills
Customer service
Customer research
Payment acceptance
Scripted conversations
Investigation due diligence
Call center background
Billing dispute resolution.
Training and development
Data entry
High-energy attitude
Senior leadership support
Inbound and Outbound Calling
People skills
Experience
05/2021 to 07/2021Mental Health/Substance Abuse Counselor InternMillion Air | Kapolei, HI,
Maintained thorough clinical treatment notes.
Identified treatment goals based on individual diagnosis and history.
Supported and counseled clients with drug and alcohol addiction.
Conducted individual and group therapy sessions for outpatient clients.
Led supportive group discussions and education sessions with alcohol and drug users and families.
Prioritized and organized tasks to efficiently accomplish service goals.
Provided excellent service to patients through personable communication.
Educated patients, families, and caregivers on diagnosis, treatment, and disease management, equipping them with tools to achieve and maintain optimal psychiatric and mental health.
Communicated with clients and families in professional and respectful manner, effectively building lasting relationships.
12/2020 to 05/2021Debt SupervisorEvolve Business Development Solutions | City, STATE,
Monitored weekly, monthly and quarterly achievement goals.
Organized and prioritized projects.
Prepared professional presentations.
Remained calm, stayed professional and provided exceptional service on all calls, even when interacting with difficult individuals.
Processed payments over phone and set up recurring drafts.
Reviewed accounts to determine payment plan compliance.
Met demands of busy collections group by performing high volume of daily calls.
Mentored new members on scripts, strategies and company information to maximize performance.
Investigated billing discrepancies and implemented effective solutions to resolve concerns and prevent future problems.
Oversaw disputes resolution and reconciliation for clients Epic accounts.
10/2004 to 05/2020Sr. Consumer SpecialistRevlon, Inc | City, STATE,
Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
Worked with company’s management team to implement the proper division of responsibilities.
Documented conversations with customers to track requests, problems and solutions.
Reviewed and provided comments on the adequacy of documents and took necessary steps to correct any deficiencies.
Resolved all customer complaints in a professional manner while prioritizing customer satisfaction.
Ensured superior customer service by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
Assisted operators with handling calls and took over escalated concerns to deliver expert solutions.
Directed inbound calls in phone queues to improve call flow.
Assessed customer account information to determine current issues and potential solutions.
Handled escalated queries and complaints from customers and staff, sharing positive outcomes as training tools.
Educated customers about products, pricing and policies to address and resolve issues.
Asked probing questions to determine service needs and accurately input information into electronic systems.
Strengthened team performance and productivity by training and inspiring team members.
Trained new employees on processes to promote productivity team-wide.
Volunteered to handle complaints and issues for manager during busy time periods.
10/2003 to 03/2004Lead Customer Service RepresentativeCharter Communications Inc | City, STATE,
Managed consumer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
Improved call center functionality and service capacity by resolving customer complaints.
Addressed and resolved customer product complaints empathetically and professionally.
Defused volatile customer situations calmly and courteously.
Accurately documented, researched and resolved customer service issues.
Met or exceeded service and quality standards every review.
Recipient of multiple positive reviews acknowledging dedication to excellent customer service.
Mastered verbal and written communication skills by researching, addressing, solving a multitude of consumer contacts.
Trained new team members on proper service methods and evaluated service delivery using quality assurance program.
Handled escalated queries and complaints from customers and staff, sharing positive outcomes as training tools.
Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.
Coached, monitored and motivated new agents to boost performance and enhance job knowledge.
Met and exceeded performance goals to support long-term company growth and market dominance.
Education and Training
Expected in 01/1991College Prep Courses | Watauga High School, , GPA:
Expected in 01/2007 | Occupational Therapy AssistantVance Granville Community College, , GPA:
Expected in 07/2021Associate of Applied Science | Human Services Technology-Substance Abuse, CriminologyWake Technical Community College, Raleigh, NC, GPA:
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