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Service First ISMC Agent Resume Example

Resume Score: 90%

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SERVICE FIRST ISMC AGENT
Summary

Innovative Customer Service Supervisor who effectively executes process changes to improve operational efficiency.


Results-oriented Supervisor with diverse background in management and customer service. Dedicated to providing excellent customer service and making operational and procedural improvements.


Customer Service Supervisor with a track record of managing a wide variety of customer service issues quickly and efficiently.

Highlights
  • Proficient in using Real Time Analyst tool TotalView
  • Created and maintained excel resource databases
  • Demonstrated presentation and analytical skills
  • Managing and training other employees
  • Maintaining demonstrated record of high performance
  • Proficient on Microsoft Office software
  • Team management
  • Skilled multi-tasker
  • Talent development
  • Focused on customer satisfaction
Accomplishments

Successfully assisted in getting new call center up and running in time for Annual Enrollment 2012.

Coached team to be highest ranked non-licensed team during Annual Enrollment 2012.

Played crucial roll in creating and implementing new processes for training agents on new clients scripts.

Experience
March 2014
McKessonCharlotte, NCService First ISMC Agent
  • Receive inbound calls from large national accounts regarding pharmaceutical orders.
  • Track and input accurate data of all customer interactions.
  • Resolve all customer issues either through direct assistance or via interdepartmental transfers.
  • Help customers with ordering products and one call service.
  • Promoted to ISMC Agent Provide complete assistance in determining and resolving customer issues in one call.
  • Accept inbound calls regarding a wide variety of topics from small to independent chain clients and if need be make outbound calls after researching to resolve complex issue.
November 2011 to December 2013
ConnextionsIrving, TXCall Center Supervisor
  • CCR/On-Call IT/Floor Support Receive inbound calls from customers interested in health insurance products.
  • Performed basic technical troubling shooting on systems and hardware for three groups within client support team Directly responsible for minimizing agent system down time and impacting bottom line performance.
  • Point of contact for offsite and in-house IT contacts which streamlined issue resolution.
  • Promoted to Supervisor Sales Supervisor WellPoint/ OptumRx Account Responsible for leading my team of representatives in the tactical execution of the Company and Client's business needs, while ensuring internal and external key performance indicators are attained.
  • Recruited, managed and mentored new customer service representatives.
  • Directly responsible for 25 agents but provided coaching and assistance for 300+ agents on the floor both Licensed and Non-Licensed.
  • Helped to create and define the company culture and business practices at the new site.
  • Interviewed, hired and trained new quality customer service representatives.
  • Monitored and tracked assigned employees for progress against internal and external objectives.
  • Provided detailed monthly departmental reports and updates to senior management.
  • Also provided leadership and assistance to fellow managers on the floor Compile employee time, production, and payroll data from time sheets and other records.
  • Review and edit billable hours to be sent to the client.
September 2009 to October 2011
VariousCharlotte, NCTemporary

Worked various temporary jobs

August 2008 to August 2009
Sprint/NextelCharlotte, NCCall Center Representative
  • White glove call center Representative Charlotte, NC Maintain data base records of customer interaction and encourage deeper relationships with customer via outbound follow up calls Exceed goals in several areas such as sales, aht, quality calls, and customer surveys Keep customers away of new plans and products in order to keep cost down for customers Answer inbound calls from high value customers while assisting with any question and resolving issues customer may have.
August 2001 to December 2005
Coca Cola Bottling Company ConsolidatedCharlotte, NCCall center technician dispatcher
  • Answer inbound customer issues and provide assistance by dispatching technician out to assist onsite.
  • Keep track of technicians via gps system and enter verification of completed work orders.
  • Enter customer interaction into database.
Education
2001
Myers Park High School
Charlotte, NC, USA
General
High School Diploma
North Carolina A&T State University
Greensboro, NC, USA
Computer EngineeringB.S. Degree
Additional Information
  • Achievements: Ranked as one of top 100 representatives: 2008-2009
  • Chosen to be Floor Support and On Call IT for Connextions
  • Recognized as top Manager during Annual Enrollment 2012 Selected to assist in opening new call center in 2012
Skills

Leading, training, and developing agents

Proficient in Microsoft Office Suite

Able to read and process information quickly and then implement

Available to formulate action plans quickly.

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Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.

Resume Overview

Companies Worked For:

  • McKesson
  • Connextions
  • Various
  • Sprint/Nextel
  • Coca Cola Bottling Company Consolidated

School Attended

  • Myers Park High School
  • North Carolina A&T State University

Job Titles Held:

  • Service First ISMC Agent
  • Call Center Supervisor
  • Temporary
  • Call Center Representative
  • Call center technician dispatcher

Degrees

  • General High School Diploma
    Computer Engineering B.S. Degree

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