Customer Service Representative

Viola Burns *** Apartment Court Drive, Apt. #** ? Baton Rouge, Louisiana

70806

225-***-**** ? **********@*****.***

Administrative/Clerical/Customer Service Support professional equipped with

15 years of cross-functional experience working in high-volume call center,

healthcare, and customer service environments demanding strong

organizational, interpersonal, and general office skills. Committed to high

work-ethics and superior customer service. Exercise independent, self-

motivated, and efficient aptitudes; able to multi-task effectively.

Dedicated to enhancing skills and professional value. Additional core

competencies include:

( Quality Customer Service ( Multi-

line Communications System

( Database Administration (

Microsoft Office

( Typing Speed: 45 WPM ( Front-end

Operations

( Superior Telephone Etiquette ( Office

Equipment Operation

Career Profile

Affiliated Computer Services (ACS), A Xerox Company, Baton Rouge, Louisiana

2004 to 2010

Global leader in IT services and business process outsourcing solutions.

Client Service Representative: Answered inbound, high-volume telephone

calls from Medicaid recipients. Assisted callers with locating specialty

and primary care physicians, provided phone numbers for medical

transportation, and verified account data. Managed multi-line telephone

system, documented calls, and ensured compliance with HIPAA laws.

Maintained daily call list by confirming scheduled appointments with

physicians and recipients. Fulfilled all other duties, such as copying,

faxing, and mailing.

o Performed one-call resolution of customer issues, including low hold

time and transferring calls to proper person and/or department.

o Mastered proficiency to convey pertinent information quickly and

concisely.

Ammon Staffing, Baton Rouge, Louisiana 2004

Comprehensive temporary personnel staffing service.

General Clerical/Receptionist (Temporary, as needed): Oversaw front-desk

operations. Greeted and assisted customers, answered multi-line phone

system, and directed calls. Entered data onto computer.

o Guaranteed delivery of important messages, maintained safe and secure

work environment, and provided first-rate assistance to visitors and

staff.

H&R Block, Baton Rouge, Louisiana 2004

Provides tax preparation and online tax services.

Client Service Coordinator: Gathered data from clients prior to seeing tax

preparer. Assisted clients with questions and timely resolved complaints.

Fulfilled all front-office duties such as greeting clients, answering multi-

line phone system, and maintaining office files. Tracked and distributed

income tax refund checks to clients. Met company policy and procedures.

New York Life, Baton Rouge, Louisiana 2003

Largest mutual life insurance company in United States.

Switchboard Operator/Receptionist (Temporary): Maintained multi-line

switchboard and transferred caller to designated person. Greeted and

assisted clients with questions and/or complaints.

Teal Office Products, Inc., Baton Rouge, Louisiana 1997 to 2002

Private office supply company.

Receptionist/Customer Service Representative: Administered multi-line phone

system, front-office operations, and general customer service support.

Processed multiple orders from customers. Verified item numbers with

product description. Processed delivery tickets. Handled monetary

transactions such as collecting cash, checks, and credit card payments.

Maintained store inventory and operated laminating machine.

o Maintained customer retention by providing world-class service and

ensuring satisfaction.

Education

Data Processing/Secretarial Certificate, Commercial College, Baton Rouge,

Louisiana

Capital High School, Baton Rouge, Louisiana

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