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sr provider customer service representative resume example with 14 years of experience

Jessica
Claire
resumesample@example.com
(555) 432-1000,
Montgomery Street, San Francisco, CA 94105
:
Professional Summary
CUSTOMER SERVICE PROFESSIONAL Profile *More than 5 years of experience providing customer support in busy call center environments for telecommunications, sales, and energy industry employers. Successful experiences in customer service and support with recognized strengths in account maintenance, data entry, problem-solving and trouble-shooting, and planning/implementing proactive procedures and systems to avoid problems in the first place. Expansive product knowledge in the Energy Industry Possess solid computer skills and working knowledge using Microsoft Excel, Microsoft Word, Microsoft PowerPoint Ability to train, motivate, and supervise customer service employees. An unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty.
Skill Highlights

Strong organizational skills

Active listening skills

Opening/closing procedures



  • Energetic work attitude
  • Courteous demeanor
  • Customer service expert
Education and Training
Willowridge High School , Expected in 2001 Diploma : General Studies - GPA :
Houston Community College , Expected in Associate of Applied Science : Sign Language Interpreting/Fluent - GPA :

Sign Language Interpreting/Fluent

Work Experience
Belle Tire - Sr. Provider Customer Service Representative
Valparaiso, IN, 08/2014 - 10/2015
  • Maintain 100% average in quality control.
  • Responsible for providing excellent customer service to providers; responding to inquiries on claims, benefits and coverage while resolving issues providers may have; Committed to building strong relationships by exemplifying the CORE values of a UnitedHealth Group employee (Integrity; Compassion; Relationships; Innovation; Performance.
  • Answering incoming calls from health care providers (i.e physician's offices, clinics, hospitals) and determining the type of assistance the provider is needing Resolving any claim issues on a First Call Resolution (FCR) platform while providing appropriate and necessary response to caller Complete documentation necessary to track provider related issues while providing the best customer service experience possible Meet performance goals established for the position (i.e.efficiency, call quality, provider satisfaction, FCR, and attendance).
Internet Brands, Inc. - Manager
Portland, OR, 2014 - 08/2014
  • Monitor and ensure total customer satisfaction.
  • Create manage and execute plans to increase sales and profits.
  • Monitor and improve sales skills of all employees.
  • Set specific goals for store performance and employee training and development.
  • Developed highly empathetic client relationships and earned reputation for exceeding sales goals.
  • Provide leadership and guidance Inventory management and security of all store assets.
Two Men And A Truck - Tier 1 Customer Service Representative
Twin Falls, ID, 03/2012 - 03/2013
  • Assisted clients with placing orders along with the shipping and receiving information when needed.
  • Handled incoming calls from law enforcement regarding information on offenders.
  • Utilized a ticketing system to explain each call taken throughout the workday.
  • Explained the use and procedures to assemble the global positioning system monitor to clients.
  • Monitored offenders daily through the GPS mapping system.
  • Assisted each caller in a timely manner following all hold procedures if needed to provide an excellent customer service experience with each and every caller.
Stonebridge Companies - Customer Service Representative
New York City, NY, 2011 - 10/2011
  • Assist in the establishment of customer service policies and procedures.
  • Responsible for interviewing, data entry throughout the hiring process, coaching, and developing new team members.
  • Handle customer inquiries, complaints, billing questions and payment extension/service requests.
  • Analyze customer accounts and determine appropriate resolution while quickly and effectively solving customer challenges.
  • Assist customers in opening new accounts and upgrading existing service.
  • Process payments and service orders.
  • Maintain quality control/satisfaction records.
  • Interface daily with internal partners in accounting, field services, new business, operations and consumer affairs divisions to resolve internal and external customer issues.
Bargain Network - Supervisor & Training Coach
City, STATE, 01/2007 - 11/2009
  • Handled and resolved escalated sales calls from customers and clients.
  • Supervised team that consistently met or exceeded sales quotas.
  • Coordinated work activities and schedules for customer services and sales agents.
  • Collaborated with other supervisors and managers to create and incorporate new customer care and sales procedures.
  • Transitioned new hires from classroom to academy by coaching on proper telephone etiquette, quality care policies, time management related to breaks and lunches.
  • Held coaching sessions in a classroom environment regarding Bargain Network Website as well as additional products offered by Bargain Network.
  • Supervised the activities, scheduling, and quality control for 20-25 customer service/sales agents.
Affiliated Computer Services - Customer Service Lead & Trainer
City, STATE, 10/2004 - 06/2006
  • Accepted inbound calls regarding billing, technical, and escalated issues on personal Nextel cell phone accounts.
  • Monitored customer service agent calls to ensure adherence to Quality Policies and Guidelines were being met.
  • Coached agents on Quality Guidelines.
  • Facilitated new hire training regarding computer and phone systems.
  • Served as point of contact for questions and difficult service situations for new hires in Training Bay.
J & J Printing - Office Manager
City, STATE, 1999 - 10/2004
  • Accounts payable, receivable, bank deposits, data entry, and daily and quarterly sales reporting for owner.
  • Supervised 3-6 employees ensuring quality printing, schedule adherence and sales quotas were being met.
  • Initial point of contact for difficult service/situations.
Skills

Professional and friendly, Careful and active listener,Computer Proficiency, Coordination, Creative Problem Solving, Critical Thinking, Customer Needs Assessment, Organizational Skills, Active listening skills.

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Resume Overview

School Attended

  • Willowridge High School
  • Houston Community College

Job Titles Held:

  • Sr. Provider Customer Service Representative
  • Manager
  • Tier 1 Customer Service Representative
  • Customer Service Representative
  • Supervisor & Training Coach
  • Customer Service Lead & Trainer
  • Office Manager

Degrees

  • Diploma
  • Associate of Applied Science

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