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Professional Summary

Recently relocated back to South Carolina, I'm an experienced and dedicated customer service representative who provides exceptional customer service through active listening and problem solving. Excelling in high call volume environments with an exceptional computer aptitude and telephone etiquette. I am seeking the opportunity to bring a dedication to your company, and show how my professional and educational background will be excellent contribution to your company and business sales.

Work History
Stay-at-Home Mom, 04/2017 to Current
 Self-employed
  • Cook
  • Chauffeur
  • Therapist
  • Maid
  • Doctor
Reservation Specialist, 07/2016 to 04/2017
 IHG Hotels – North Charleston, SC
  • Effectively managed a high-volume of inbound customer calls.
  • Created new reservations/modify/cancel existing reservations for customers.
  • Upsell hotel accommodations/cars/membership to customers to ensure a satisfactory experience and initiate a return customer.
  • Accurately documented, researched and resolved customer service issues.
  • Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
  • Managed high call volume with tact and professionalism.
  • Gathered and verified all required customer information for tracking purposes
Customer Service Representative, 04/2012 to 05/2014
 Iqor – North Charleston, SC
  • Make outbound calls, as well as receive calls, and assist customers with their billing issues or concerns.
  • Collect payment on high risk accounts and attempt to resolve any recurring matters of delinquency.
  • Retain irate customers and offer excellent customer service and listening skills.
  • Verified that personal and payment information on accounts was accurate and complete.
  • Resolved service-related problems in a timely manner.
Education
High School diploma: May 2007
 Berkeley High School - Moncks Corner, SC
Skills
  • Computer knowledge
  • Guest satisfaction specialist
  • Adheres to customer service procedures
  • Customer service award
  • Skilled in call center operations
  • Strong problem solving aptitude
  • Persuasive speaker
  • Familiarity with Key Performance Indicators (KPIs)
This resume is created in 7 minutes.
Professional Summary

Dedicated OFAC Security Sancations and Global payments Representative motivated to maintain low que volumes and turn around times to contribute to company success. I have a very solid understanding of the dynamics of being in the OFAC industry, and a excellent reputation for driving overall operational improvements.

Skills
  • Call Center Operations
  • MS Windows Proficient
  • Time Management
  • Communication Skills
  • Cash Edge/ Transfer
  • SystemPartner Care/ Firserv.
  • SystemMainframe/ Systematics
  • Power Point / Excel
  • Strong Organizational Skills
  • Active Listening
  • Conflict Resolution
  • Problem Solver
  • Lotus Notes
  • Energetic Attitude
  • Creative Problem Solver
  • Customer-oriented
Work History
Customer Service Representative 1, 05/2019 to Current
 CVS Caremark – Pittsburgh, PA
  • Answer inbound inquires for Commercial and Medicaid plans
  • Review Accumulator infomation with members
  • Trained on People Safe system
  • Discuss drug cost and copays
Benefits Verification Specialist, 09/2018 to 05/2019
 AmerisourceBergen – Pittsburgh, PA
  • Verify patients up-to-date insurance benefits with Payers
  • Input data into the Patient Plus database system and fax out the Summary Of Benefits (SOB) to provider.
  • Obtain the patients current Deductibles, Out Of Pocket (OOP) max, and Coinsurance to update the
  • Cost-share Grid for billing purposes.
  • Complete 15-20 Benefit Verification's (BV) in a 8 hour work day.
Customer Service Representative, 08/2016 to 09/2018
 Citizens Bank – Pittsburgh, PA
  • Answered an average of 80-90 calls per day by addressing customer inquiries, solving problems and providing new product information
  • Managed high call volume with tact and professionalism
  • Initiated operations improvements to improve overall call center productivity -updated the exceptional language section in the new hire training guides
  • Offer and sale products the bank offers
  • Online Banking Tier III Specialist
  • Worked with Loan/Finance accounts
Customer Care Consultant, 05/2015 to 08/2016
 PNC Bank – Pittsburgh, PA
  • Provide accurate and appropriate information in response to customer inquiries
  • Address inquiries in a timely and accurate fashion.
    Formulate and enforce Service Center policies, procedures and quality assurance measures
  • Assist with the development of the call center's operations, quality and training processes
  • Properly direct inbound calls in phone queues to improve call flow.
  • Online banking Tier II specialist
Customer Service Desk, 02/2014 to 04/2015
 Market District Supermarket – Pittsburgh, PA
  • Guaranteed positive customer experiences and resolved all customer complaints
  • Processed and issued money orders for customers
  • Assisted customers with store and product complaints.
Sales / Customer Service, 03/2013 to 02/2014
 Marshalls – Pittsburgh, Pa
  • Maintained up to date knowledge of store policies regarding payments, returns and exchanges
  • Processed merchandise returns and exchanges
  • Described product to customers and accurately explained details and care of merchandise
  • Greeted customers entering the store
Education
High School Diploma: 2014
 Taylor Allderdice High School - Pittsburgh, PA
  • 3.5 GPA
  • Graduated with honors
  • Completed a 3 year Health Career Technology Program
This resume is created in 7 minutes.
Career Overview
Dedicated Customer Service Representative motivated to maintain customer satisfaction and contribute to company success. Highly enthusiastic customer service professional with 20 plus years client interface experience. Organizational skills and customer service orientation. Strong Interpersonal communication skills.Customer service skills and organizational talent.
Core Strengths
  • Strong organizational skills
  • Active listening skills
  • Seasoned in conflict resolution
  • Courteous demeanor
  • Energetic work attitude
  • Customer service expert
  • Telecommunication skills
  • Opening/closing procedures
Work Experience
August 2017
Alorica Simpsonville, SC HA Customer Care Executive
  • Resolve product issues and shared benefits of new technology.
  • Manage quality communication, customer support and product representation for each client. 
  • ​Resolve product/policy issues and shared benefits of new technology.
  • Guarantee positive customer experiences and resolved all customer complaints. 
June 2017
to
August 2017
Blackboard Greenville, SC Financial Aid Advisor
  • Accurately document student interactions and financial transactions, ensuring strict confidentiality with sensitive student information.
  • Assist students with the academic and financial aid application and documentation process.
  • Assisted with complex processes such as tax verification.
  • Resolve student grievances with attention to detail and de-escalation techniques.
  • Assist students with registration process.
  • Handle Financial Aid issues and proposed successful resolutions with students.
  • Manage a high incoming call volume.
  • Provide assistance and customer service to students completing financial aid process.
May 2001
to
May 2017
Charter Spectrum Simpsonville, SC Customer Care Escalation Desk Specialist
  • Customer Care Escalation Desk Specialist must demonstrate an advanced ability to problem solve,maintain professionalism and call control with all customer concerns or issues. 
  • CCEDS must also reflect the ability to properly notate a customer's account when any contact is made. 
  • CCEDS are also required to communicate with other departments on behalf of customers to resolve customer issues,effectively communicate appropriate charges, company policies, and/or procedures as determined at the time of the call.
  • Ability to communicate orally and in writing in a clear, professional and straightforward manner.  Ability to multi task as well as handle multiple customer's issues at a time.
  • Ability to provide excellent time management.
  • Ability to diffuse escalated customer situations through high level problem solving. Ability  to communicate with all levels of management and company personnel.
  • Express a positive, professional, and upbeat attitude when speaking with customers.
  • Ability to ensure customers is receiving call backs and follows up as communicated by the customer service representative.
  • Ability to work independently and follow directions related to your job with little follow-up by your supervisor.
March 1991
to
February 1997
Teletech Greenville, SC Customer Service Specialist
  • Interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints. 
  • Keep records of customer interactions and transactions, recording details of inquiries, complaints and comments, as well as actions taken. 
  • Resolve customers' service or billing complaints by performing activities such as refunding money and adjusting bills. 
Educational Background
1989
Hillcrest High School Simpsonville, SC, USA High School Diploma
This resume is created in 7 minutes.
Summary
Qualified Customer Service Associate with 6+ years in fast-paced customer service and call center environments. Skilled in exceeding company goals and customer expectations by expanding client base and maintaining high standards of customer service. Specializing in quality, speed, and performance improvements.
Qualified [Job Title] with [Number] years in fast-paced customer service and call center environments. 
Qualified [Job Title] with [Number] years in fast-paced customer service and call center environments. 
Qualified [Job Title] with [Number] years in fast-paced customer service and call center environments. 
Qualified [Job Title] with [Number] years in fast-paced customer service and call center environments. 
Qualified [Job Title] with [Number] years in fast-paced customer service and call center environments. 
Qualified [Job Title] with [Number] years in fast-paced customer service and call center environments. 
Qualified [Job Title] with [Number] years in fast-paced customer service and call center environments.
Qualified [Job Title] with [Number] years in fast-paced customer service and call center environments.
Qualified [Job Title] with [Number] years in fast-paced customer service and call center environments.
Qualified [Job Title] with [Number] years in fast-paced customer service and call center environments.
Skills
  • Service solutions expert
  • 6 years Call center experience
  • Dedicated to process improvement
  • Inbound and Outbound Calls 
  • Processing payments over the phone
  • Telecommunications knowledge
  • Troubleshooting skills
  • Negotiation competence
  • Proficient in customer account software
  • Customer Relationship Management software (CRM)
Experience
Collection and Customer Service Specialist 09/2016 to 10/2017 Greensky Atlanta , Georgia
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Demonstrated mastery of customer service call script within specified time frames.
  • Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.
Customer Service Representative 08/2012 to 09/2016 Teleperformance Albany, GA
  • Develop new talents to create an experience for customers that exceeds their expectations.
  • Exceeded sales goals to set new standards for myself and co-workers.
  • Promote as well as support co-workers, by congratulating them on great sales and encouraging them to reach further.
Skills
Book, cash handling, charts, Interpersonal Skills, excellent customer service, customer service, fast, Graphics, graphs, International Marketing, inventory, Leadership, mechanical, Excel, Microsoft Office, Publisher, Word, Organizing, Project Management, sales, spreadsheet, store management, Troubleshooting, web-page
This resume is created in 7 minutes.
Summary
Determined producer and marketer effective at bringing projects from concept to reality. Skilled in professional communication and project management with a passion for developing creative ideas. Comprehensive background in audio, video, design, and photography. 
Skills
  • Creative vision
  • Strategic analysis
  • Concept development
  • Event planning
  • Camera operation 
  • Film editing
  • Adobe Creative Suite proficient
  • MS Office proficient 
  • Social media management
  • Digital promotion
Experience
01/2018 to Current
Customer Service Specialist I Unum － Portland, ME
09/2017 to 01/2018
Intern University of Southern Maine － Portland, ME
Office of Public Affairs
  • Produced, shot, and edited short promotional videos for USM's YouTube page. 
  • Operated studio cameras for USM's community television show. 
  • Engineered audio for USM's community television show.  
  • Collaborated with team leadership and other key stakeholders on key editing and production decisions.
05/2017 to 09/2017
Seasonal Associate National Distributors Inc. － South Portland, ME
  • Performed deliveries throughout Southern Maine region.
  • Operated warehouse product picking system efficiently and accurately.
03/2013 to 05/2017
Customer Service Hannaford Supermarkets － Portland, ME
  • Recommended and helped customers select merchandise based on their needs.
  • Informed customers about sales and promotions in a friendly and engaging manner.
  • Trained new employees on company customer service policies and service level standards.
  • ​Wrote store newsletter from June 2016 - September 2016
Education and Training
2017
Bachelor of Arts: Media Studies University of Southern Maine － Portland, ME, United States Advanced coursework in video production, communications, and digital media. 
Community Health Education University of Maine at Farmington － Farmington, ME, United States
This resume is created in 7 minutes.
Professional Summary

Current student working towards a Bachelor's of Arts Degree in Psychology. Three years of experience in the service industry. Meticulous attention to detail and excellent at handling multiple tasks.

Areas of expertise include organizational skills, providing excellent customer service, and working under pressure. 

Skills
  • MS Windows proficient
  • Quick learner
  • Strong client relations
  • POS systems expert
    • Calm under pressure
    • Compassionate
    • Reliable
    • Organized
    Work History
    08/2014 to Current
    Server Cactus Club Cafe North Vancouver – North Vancouver, BC
    • Spoke with customers to ensure satisfaction with food and service, with the ability to make appropriate recommendations.
    • Consistently offered professional, friendly and engaging service.
    • Politely assisted customers in person and via telephone.
    03/2014 to 08/2014
    Customer Service Specialist Pizazz Gifts – North Vancouver, BC
    • Provided outstanding customer service.
    • Engaged with customers in a sincere and friendly manner.
    • Completed all cleaning, stocking and organizing tasks in assigned sales area.
    Education
    Associate of Arts: Psychology The University of British Columbia - Okanagan Campus - Kelowna, BC, Canada
    2017
    Associate of Arts: Psychology
     Capilano University - Canada, BC

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