Customer Service Data Entry
Resume:
Latoya L. Vega
**** ***** *** *****, *** 102, Camp Hill PA 17011
ad5cre@r.postjobfree.com
Objective
An extremely dedicated individual with 10+ years of customer service and management. With my superb analytical, problem-solving, and decision-making skills, my above average data entry performance. Seeking career advancement and challenging work environment that allows me to utilize my skill sets.
Skills & Abilities
Typing skills 102/106 WPM, Microsoft Office, Excellent Communication skills, Time management, CRM Software, Critical Thinking, Writing skills, Live chat, chatbots, and email software
Experience
January 2017 – Current
Customer Service Rep II, Pennsylvania Higher Education Assistance Agency
Completing training with a 100% QA and maintaining an above target score.
Fielding incoming calls and provide superior customer service.
Handle customer inquiries, complaints, billing questions and payment extension/service requests.
De-escalating angry/upset callers, thoroughly research accounts and locate resources for problem resolution.
Strive for One Call Resolution for customer issues.
Briefly yet thoroughly documented any action taken during contact with customer.
Accepted new projects and assignments with a positive and team oriented attitude.
Developed a strong working knowledge of Microsoft Office Products.
Communicated on a daily basis with management on matters concerning company policy and customer needs.
Overseeing other staff to ensure all questions and needs are met during their calls and processing.
Keeping relationships with customers to ensure all customer needs are met.
Training associates when stats may not be up to par, helping to understand policies, procedures, and where an associate may need additional training.
Performing QA scoring on associate phone calls to ensure all policies, procedure and call flow is being met.
October 2006 – January 2017
Home Health Aide, Cumberland County Office of Aging and Community Services
Traveled to residences of disabled clients and provided in-home care.
Organized clients’ daily schedules, arranging transportation to and from appointments.
Changed wound bandages as needed and dispensed prescribed medications.
Completed housekeeping tasks including laundry, dishes and light cleaning living areas.
Prepared and planned meals according to dietary restrictions.
Education
HACC – Harrisburg – Business A.S.
Currently pursuing
PHA-Harrisburg-Certificate
Direct Care Worker Certification - 2006
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