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Program Representative Resume Example

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PROGRAM REPRESENTATIVE
Professional Summary

Adept at managing incoming calls and emails, coordinating documents and explaining benefits in relatable terms. Proficient in checking information, processing applications and managing enrollments. Good communication, organizational and multitasking abilities.

Skills
  • Information Verification
  • Application processing
  • Customer Relations
  • Written Communication
  • Interpersonal Communication
  • Computer proficiency
  • Policy interpretation
  • Multi-line Telephone Systems
Work History
07/2020 to Current
Program RepresentativeCompany Name – City, State
  • Resolves customer complaints while prioritizing customer satisfaction and loyalty.
  • Answers customer questions about their claims
  • Answers customer telephone calls promptly to avoid on-hold wait times.
  • Maintains customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Follows through with claimant requests to resolve problems.
  • Responds to customer needs through competent customer service and prompt problem-solving.
  • Responds to customer inquiries via phone, email, and web-based platforms.
  • Resolves problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
  • Maintains courteous, friendly atmosphere for claimants to increase overall satisfaction and customer service standards.
  • Addresses customer complaints and mitigated dissatisfaction by employing timely and effective solutions.
  • Completes special projects by using effective decision making, critical thinking and time management skills.
  • Maintains 15 minute call time by using strong listening, consultative and problem-solving abilities and using scripted sequences to address all concerns.
  • Evaluates customer information to explore issues, develop potential solutions and maintain high-quality service.
  • Handles day-to-day customer contact via phones, faxes and emails.
  • Verifies accuracy of customer account information and update when necessary.
  • Promotes strong customer satisfaction by diagnosing and troubleshooting product issues without need for escalated support.
  • Educates customers on company systems, form completion and access to services.
  • Assesses and offers solutions to improve procedures and customer experiences.
  • Exceeds performance targets consistently by maintaining strong call control and calm in stressful situations.
  • Managed 30+ incoming calls each day with utmost professionalism and knowledgeable service.
  • Reinforces established quality control standards and follows procedures for optimal customer interactions.
  • Answers inbound customer queries according to internal policies, meeting all concerns and resolving all questions.
  • Provides empathetic and amiable communications to callers in stressful situations to support constructive outcomes and satisfactory resolutions.
01/2019 to 09/2019
Customer Service RepresentativeCompany Name – City, State
  • Exceeded team goals and collaborated with staff members to implement customer service initiatives.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Demonstrated high attention to detail, organization, and ability to manage multiple tasks and projects simultaneously.
  • Maintained courteous, friendly atmosphere for guests to increase overall satisfaction and customer service standards.
  • Directed customers to appropriate departments for additional support.
  • Educated customers on company systems, form completion and access to services.
  • Complied with company policies and procedures by encouraging positive and effective work environment among all employees.
  • Adapted to new applications and maintained knowledge of current technologies.
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.
  • Requested escalation for unresolved issues.
  • Applied creative thinking to client questions and concerns absent from scenario-based response manuals.
01/2020 to 03/2020
SupervisorCompany Name – City, State
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Monitored employee performance and provided coaching and constructive guidance to address areas of concern.
  • Worked with management team to implement proper division of responsibilities.
  • Utilized standard operating procedures, effective crew resource management, communication and procedures specified in company operation manual.
  • Provided supportive link between external customers and internal operations.
  • Oversaw talented team of Enumerators by actively communicating project information, remedying issues and delivering positive feedback.
  • Successfully managed high volumes of client-facing interactions and established strong rapport with physicians, medical and laboratory staff and patients.
  • Audited and documented all processes and procedures.
  • Streamlined operations of multiple lines of business within organization.
11/2019 to 01/2020
Fulfillment SpecialistCompany Name – City, State
  • Pulled orders quickly to maintain demanding productivity goals.
  • Achieved production targets by maintaining high productivity levels and communicating with team members regarding orders and fulfillment.
  • Prepared orders for shipment by inserting associated paperwork, tagging boxes and scanning barcodes to upload package data to tracking system.
  • Reduced fulfillment errors by using RF scanners to quickly pick items to proper bins.
  • Inspected products before shipment and upon arrival to maintain best-in-class service quality and high standards of customer service.
  • Used hand-held devices and computers to record and monitor inventory levels and completed audits to uncover and address inaccuracies.
  • Cross-trained new associates on essential job functions and procedures, including picking and filling orders for all warehouse products.
  • Recorded information, shortages and discrepancies to keep records current and accurate.
  • Kept all documentation and records accurate and up-to-date with latest data to prevent errors in processing or delivery.
Education
Bachelor Of Arts: Criminal JusticeCalifornia State University - Long Beach - City, State
  • Minored in Psychology
AA : Liberal Arts And General StudiesFullerton College - City, State
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Resume Overview

School Attended

  • California State University - Long Beach
  • Fullerton College

Job Titles Held:

  • Program Representative
  • Customer Service Representative
  • Supervisor
  • Fulfillment Specialist

Degrees

  • Bachelor Of Arts : Criminal Justice
    AA : Liberal Arts And General Studies

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