Customer-focused Representative with a proven capacity to troubleshoot issues to ensure customer satisfaction.Customer Service Representative who maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty.Call Center Representative versed in customer support in high call volume environments. Superior computer skills and telephone etiquette.
Managed call flow with up to 7 calls in queue per minute.
Answer incoming calls in a courteous and professional manner, assess callers' inquiries and provides accurate case information while maintaining case confidentiality, based on Department policy. Makes diligent effort to resolve each inquiry before referring it to another process by reviewing pertinent screens on the FLORIDA/CAMS computer systems; sends work order to the appropriate process when necessary for unresolved inquiries. Documents the IICM (case notes) and other appropriate screens with clear, concise information that accurately notes the reason for the call. When non-case specific inquiry is made, provides information regarding CSE policies, procedures and case processing as appropriate.
Connects electronically to the ACD telephone system using the assigned log-on ID for the entire duration of the scheduled phone duty. Ensures that appropriate ACD system codes are utilized to enhance the validity of system data.
Participates in Customer Service monthly staff meetings and training sessions. Provides feedback to team and management to assist in providing quality customer service. May participate on teams, in an effort to continually improve customer service. Interacts and maintains open lines of communication with staff in other sub-processes to assure problem resolution.
Reviews e-mail and policy in a timely manner. Provides assistance with review of policy and procedures for team members as directed and works with call center staff in order to correctly answer questions from customers.
Approving requests, handling paperwork, and performing day-to-day administrative tasks.
Providing information to supervisors, fellow workers, and subordinates. This information can be exchanged face-to-face, in writing, or via telephone/electronic transfer.
Observing, receiving, and otherwise obtaining information from all relevant sources.
Translating or explaining what information means and how it can be understood or used to support responses or feedback to others.
Combining, evaluating, and reasoning with information and data to make decisions and solve problems.
Developing constructive and cooperative working relationships with others.
General Transfer Dean's List Academic Achievement Award.Honor 's Academic Achievement Award
Member of Florida Georgia Louis Stokes Alliance for minority participation in science, Engineering and Mathematics
Graphic Design Honor's Graduate Academic Achievement Award
Account Management, Active Learning, Computer Proficiency,
Creative Problem Solving, Critical Thinking, Customer Service, Data Collection, Data Entry, Documentation, Email, Internet Research, Telephone Skills, Microsoft Office Suite.
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