quality assurance/customer service Resume Example
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QUALITY ASSURANCE/CUSTOMER SERVICE
Professional Summary
Customer service professional seeking a management role. Skilled in training staff and establishing rapport with clients. Self-motivated with exceptional communication and computer capabilities.
Skills
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Work History
Crane Worldwide Logisticsquality assurance/customer service | Columbus , OH | December 2014 - Current
- Effectively managed a high-volume of inbound and outbound customer calls.
- Addressed and resolved customer product complaints empathetically and professionally.
- Gathered and verified all required customer information for tracking purposes.
- Defused volatile customer situations calmly and courteously.
- Accurately documented, researched and resolved customer service issues.
- Mastery of customer service management systems and databases.
- Oversaw call center employees to ensure customer satisfaction goals were consistently met.
- Conducted performance reviews for all Customer Service Representatives to reduce resolution time and improve customer satisfaction rates.
- Analyzed call volume and average call time to monitor Customer Service Representative performance and productivity.
Lamont, Hanley And Associatesclient service specialist | City , STATE | January 2013 - December 2014
- Undertaking general administrative duties like filing, photocopying and opening mail.
- Extensive use of Microsoft Office, Excel and Access data base. Professional verbal/written communication skills.
- Prepared and organized paperwork and other materials as needed for meetings, conferences, and expenses reports.
- Set up and handled incoming mail and office filing systems.
- Resolved Client Conflicts
- Answered and managed incoming and outgoing calls while recording accurate messages.
CallogixMember and Provider Service | City , STATE | March 2011 - December 2013
- Responsible for talking to customers in an enthusiastic and tactful way and for resolving any service issues, billing issues or complaints they may have.
- Using electronic databases to bring up customer information.
- Averaged 40-50 calls per hour.
- Cross training new co-workers.
- Processing all customer transactions efficiently and accurately.
- Answered customer questions regarding products.
- Accurately updating customer records
- Primary contact in handling routine and complex policy holders inquiries, regarding signature authorization, benefits, claims, and general assistance.
- Receive 95% or above average Quality Assurance approval during auditing.
- Enrolled new customers into health benefits and verify all information in system
Education
High School DiplomaNorth Country Charter Academy City, State
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Resume Overview
School Attended
- North Country Charter Academy
Job Titles Held:
- quality assurance/customer service
- client service specialist
- Member and Provider Service
Degrees
- High School Diploma
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