Customer Service Representative
Resume:
Karen R. Smith **** E. Del Mar Blvd.
Pasadena, CA 91107
*********@**********.***
Customer Service / Call Center
Professional Profile
Customer Service Representative in a high volume call center environment.
Work according to procedure changes in assignments, while consistent with
pressures of deadlines. Complete requirements and heavy workload. Can work
independently and follow through on special assignments with minimal
direction. Experienced in solving escalated issues by using company
protocol to assist customers. Utilized spreadsheets from various
departments using Excel and MSWord.
Employment History
2009-Present (temporary work hours)
Arthur Trucking Service
Los Angeles, California
Office Assistant
Key Accomplishments:
. Perform general office support to all departments, greet visitors
in person and on the phone, process mail, make copies, filing,
indexing, order office,
supplies, run errands, and assist in preparation of reports and special
projects.
. Set follow-ups (as needed) to resolve escalated issues by researching
information and troubleshooting.
compose quality written responses for services related e-mail
correspondence.
2003-2009
Countrywide Home Loans/ Bank of America
Lancaster, California
Customer Service Representative
Key Accomplishments:
. Responded to customers telephone inquiries in a high volume call
center using predominantly routed system.
. Provided customers with internal and external service via phone, and e-
mail correspondence.
. Processed all calls through scripts, procedures and standard screens.
. Set follow-ups (as needed) to resolve escalated issues by researching
information and troubleshooting.
. Assisted customers by initiating payments, fee reversal requests
received by phone, fax, and E-mail.
. Reviewed loan history, taxes issues and homeowners insurance.
. Transferred calls to appropriate departments as needed.
. Worked in various departments for instance short sales, collection,
property claims and escalation.
. Identified customers needs by cross selling appropriate products and
services to meet individual and departmental goals.
. Maintained maximum (AHT) Average Handle Time depending on the queue of
80+ calls per day.
. Trained junior level representatives.
2001-2003
One Call Medical
Woodland Hills, California
Customer Service Representative
Key Accomplishments:
. Responded to customers telephone inquiries in a high volume call
center using a predominantly routed system.
. Scheduled MRI'S, CT, AND EMG'S for patients at centers in Company
network areas.
. Processed orders by Physicians, insurance companies, nurse case
managers, doctors office or direct from patients.
. Updated data with patients profile information and physician notes.
set follow up after all appointments.
Achievements/Accomplishment
* Walk of Fame: demonstrated the Loan Administration Principal Maintain
Customer
* Focus and Maintaining Customer Focus - May, 2004, August, 2005,
* People Choice: presented by management as a Positive Influence -
August, 2005
* Semi Annual Quarterly Award: presented by the V.P of Customer Service
as one of the top Customer Service Representative -September, 2008
* Quarterly Award December- 2008 presented by the V.P of Customer
Service as one of the top Customer Service Representative for the
quarter.
Education
Medical Billing and Coding ITT Tech
Sylmar, Ca
(Currently attending)
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SKILLS
Skill Name Skill Level Last Used/Experience
MS Office Suite Expert Currently used/10
years
MS Project Intermediate 1 year ago/1 year
Database Administration Intermediate Used/5 years
Spreadsheets Expert Currently used/5 years
Filing & Records Management Expert Currently used/6 years
Front-Desk & Phone Reception Expert Currently used /10
years
Customer Service Expert Currently used /10
years
References Available Upon Request
K
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S
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