(555) 432-1000,
Montgomery Street, San Francisco, CA 94105
Professional Summary
 Qualified Customer Service Representative with 4 years in fast-paced customer service and call center environments. Personable and professional under pressure. Call Center Representative versed in customer support in high call volume environments. Superior computer skills and telephone etiquette.   Service driven to exceed sales goals and build long term relationships with customers. Delivers positive experiences through high-quality customer care. Great at customer satisfaction and retention. Pre and post-sales support specialist. Flexible and hardworking in deadline-driven environments. Emergency Call Intake, and Insurance Benefits, brings commitment and ingenuity to effective communication, accurate documentation, and assisting others in solving personal issues.    
  • Skilled in call center operations
  • Strong problem solving aptitude
  • Persuasive speaker
  • Customer service award
  • Exceptional communication skills
  • MS Windows proficient
  • Quick learner
  • Proficient in cash management
  • Credit card processing
  • Multi-line phone talent
  • Medical terminology knowledge
University of North Texas Dallas, TX Expected in Current Bachelor of Science : Criminal Justice - GPA :
    Criminal Justice
  • Coursework in Law Enforcement
  • Social Justice coursework
Texas Southern University , Expected in 1 2007 : - GPA :
South Oak Cliff High School Dallas, Texas Expected in 2003 High School Diploma : - GPA :  General Studies for Graduation
Work History
Anixter - Sr. Customer Service Representative
Hamilton, OH, 01/2013 - 10/2014
  • assists customers with banking needs on accounts such as: Consumer checking/savings, CDs, IRAs, Small business banking, and Online Banking.
  • Responsibilities include assisting with balances, deposits, adjustments, personal information updates, service to sale, and interest rates while navigating through multiple systems to properly complete the customer's request.
  • As a CSR with Capital One Bank I maintain monthly goals/stats such as quality, compliance, average call handle, after call work, and have recently been awarded CSAT star for all 5's on Customer Satisfaction.
  • Provided an elevated customer experience to generate a loyal clientèle.
  • Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
Waukesha County - MEDCO HEALTH/EXPRESS SCRIPTS- Member Service Representative
Waukesha, WI, 02/2012 - 08/2012
  • Inbound call center assisting member with open enrollment, plan changes such as out-of-pocket changes, prescription benefits, medication alternatives and cost.
  • Other responsibilities included recognizing areas of opportunity for member with possibility missing a dose in therapy, educating members about the open enrollment period and the different parts of Medicare, and working closely with Medco Pharmacist to ensure correct information is given to member regarding prescription needs.
  • Effectively resolved insurance rejections and other billing issues.
  • Completed new and updated patient profiles, including lists of patient medications.
  • Correctly completed pharmacy paperwork, including daily and weekly reports.
  • Worked closely with Pharmacy Care Representatives (PCRs) in providing excellent patient care.
Hca - Insurance Verifications
Bowling Green, KY, 01/2012 - 03/2012
  • Outbound call center updating Medicaid insurance information for the state of Texas,.
  • Used insurance internet database for updating information,.
  • Performance based environment over 200 verifications per day phone/internet.
  • Skillfully developed departmental goals, objectives, standards of performance, policies and procedures.
City, STATE, 04/2008 - 11/2010
  • As an Emergency Dispatch Representative is responsible for monitoring and dispatching proper authorities to emergency and medical situations, document and relay all emergencies to on coming officers, supervise male and female offenders' daily, and complete written reports.
  • Supervised offenders to reduce risk to the community.
  • Screened offender referrals and completed intake interviews and paperwork.
City, STATE, 02/2007 - 09/2007
  • As a cashier at Walmart, I entered purchases into cash register to calculate total purchase price, accepted cash, checks, or bankcards for payment; completes check and bankcard transactions according to established procedure, maintained sufficient amounts of change in cash drawer, assisted in other areas of store, such as clean-up, shelf-stocking, or keeping merchandise displayed in an orderly manner, and trained new cashiers ACCOMPLISHMENTS APR.
  • 2014- Exceeding departmental goals resulting in on of the Top 5% Agents at the Texas Call Center CUSTOMER SATISFACTION- Received all 5's on a grading scale of 5 being Most Satisfied with resolving customer's needs and one call resolution.
  • 2012- Created a WOW Experience for a member at Medco for going above and beyond the customers' needs.
  • Telephone Service
    Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
  • Conflict Resolution
    • Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
    • Recipient of Customer SAT Award" in 2014
  • Consistently commended by superiors for resolving volatile customer situations quickly and courteously.
banking, benefits, Call Center, cash register, cashier, CPR, Customer Satisfaction, Data Entry, database, dispatching, insurance, Mac, Access, Excel, Microsoft Office, PowerPoint, quality, safety, phone, 45 WPM, WordPerfect, written

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School Attended

  • University of North Texas
  • Texas Southern University
  • South Oak Cliff High School

Job Titles Held:

  • Sr. Customer Service Representative
  • MEDCO HEALTH/EXPRESS SCRIPTS- Member Service Representative
  • Insurance Verifications
  • Correctional Officer
  • Cashier


  • Bachelor of Science
  • High School Diploma

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