Volunteer Customer Service Representative Resume Example
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VOLUNTEER CUSTOMER SERVICE REPRESENTATIVE
Summary
Hardworking customer service professional accustomed to fast-paced call center environments. Work quickly to understand, document and resolve customer concerns, driving satisfaction while meeting demanding business objectives. Effective at dealing with individuals during stressful and confusing situations to address benefits needs and navigate Ohio Revised Code structures.
Skills
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Experience
04/2020 to 07/2021
Volunteer Customer Service Representative Regal Cars － Springfield , MO
- Evaluated customer account information to assess current issues and determine potential solutions.
- Greeted customers to facilitate services, determine service needs and accurately input information into electronic systems.
- Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations.
- Informed customers about processed payments and provided payment option setup assistance.
- Consulted with customers to determine best methods to resolve service issues.
- Upheld privacy and security requirements established by state and federal requirements.
- Escalated customer concerns to supervisors.
- Answered inbound calls and directed to designated individuals or departments.
- Interviewed customers regarding monetary and separation issues and made decisions based on Ohio Revised Code
- Documented conversations with customers to track requests, problems and solutions
- Upheld privacy and security requirements established by state and federal regulatory requirements.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Resolved conflicts by interviewing parties with goal of speedy and fair resolution.
- Adjudicated appropriateness of separation and non-separation issues making effective decisions based on law and policy.
- Interviewed and recorded accurate and detailed information from employers and claimants to complete thorough investigations.
- Researched and analyzed laws and statutes to assist in making just decisions.
- Prepared thorough written papers and presentations outlining opinions and decisions.
- Handled and processed variety of claims, including state unemployment benefits and federal pandemic unemployment assistance.
- Paid and processed claims within designated authority level.
07/2005 to 10/2018
Program Delivery Supervisor of Ohio Department Of Job & Family Services － City , STATE
- Oversaw completion of productivity goals and educated employees on established state/federal processes.
- Aided senior leadership by collecting and analyzing data to generate reports for continuous improvement or corrective action planning.
- Improved cross-departmental cooperation and information communication processes by providing presentations to staff members
- Designed and implemented standard operating procedures in various departments for optimal efficiency.
- Helped team members improve productivity and performance through hands-on coaching in order to achieve company objectives.
- Developed and implemented staff scheduling, assignments, training, payroll and budgeting.
- Consulted with staff to share best practices and corrective action plans related to Unemployment compensation insurance
- Monitored program budgets to verify accuracy and reconcile expenditures.
- Delivered detailed reports including clear spreadsheet data and other visuals.
- Developed long-term quality assurance plans.
- Planned and conducted staff meetings to brainstorm new ideas and deliver program training
- Set team priorities, maintained schedules and monitored performance.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
01/1999 to 06/2005
Customer Service RepresentativeOhio Department Job And Family Serves － City , STATE
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor both in-person and in call center environments.
- Evaluated customer account information to assess current issues and determine potential solutions.
- Interviewed customers and employers in fact finding interviews.
- Upheld privacy and security requirements established by state and federal regulations.
- Answered customer questions and addressed concerns.
- Worked with management team to develop customer service improvement initiatives.
- Documented conversations with customers to track requests, problems and solutions.
- Monitored for fairness and unbiased implementation of rights of all involved parties.
- Recorded accurate and detailed information from claimants and employers to complete thorough .
- Prepared thorough written papers and presentations outlining opinions and decisions.
- Researched and analyzed laws and statutes to assist in making just decisions.
- Conducted hearings to make decisions on claims and cases.
- Authorized claim payments for clients wishing to settle cases.
- Interviewed and submitted training applications and invoices for TRADE benefits.
- Explained to claimants how to contest rulings in non-complex terminology to garner complete understanding.
- Leveraged Microsoft Excel, Office, Outlook, Skype, Teams, fax and copy machines, OJI, Dynacom and interstate wage programs to input and compile data gathered from various sources.
Education and Training
Some College (No Degree): Computer Information Systems Ohio University Southern Branch － City
- Completed coursework in communications, business management, computer programs and some computer programming
05/1979
High School DiplomaScioto County Career Technical Center － City, State
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Resume Overview
School Attended
- Ohio University Southern Branch
- Scioto County Career Technical Center
Job Titles Held:
- Volunteer Customer Service Representative
- Program Delivery Supervisor of
- Customer Service Representative
Degrees
- Some College (No Degree) : Computer Information Systems
High School Diploma
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