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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
  • Customer Inquiries
  • Team Player
  • Troubleshooting Skills
  • High Call Volume
  • Exceptional Workflow Management
  • Center Representative
  • Data Entry
  • Professional Phone Etiquette
  • Excellent Communication Skills
  • Multiple Tasks
  • Proficiency with Excel Spreadsheets
  • Time Management
  • Positive Customer Experiences
Work History
Benefit Strategies LLcquality assurance/customer service | Manchester, NH | 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 | Manchester, NH | 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 | Bedford, NH | 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 Littleton, NH
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Resume Overview

Companies Worked For:

  • Benefit Strategies LLc
  • Lamont, Hanley and Associates
  • Callogix

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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