Customer Service Representative

JERILYN BROWN

**** ******* ******, ***. * ********@***.***

Pikesville, MD 21208 410-***-****

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PROFESSIONAL PROFILE

Results oriented Customer Service professional with extensive experience in the healthcare and

telecommunication fields. Demonstrated ability to remain calm and polite in stressful situations

and exercised judgments. Outstanding commitment to customer service and with the ability to

build productive relationships, resolve complex issues and win customer loyalty.

SUMMARY OF QUALIFICATIONS

• Managed multiple priorities and maintained effective results in a quota driven environment.

• Effectively interacted with individuals from all levels and diverse backgrounds.

• Personable, flexible and good at multi-tasking.

• Work well independently with ability to exercise good judgment under pressure.

• Expertise in problem solving by applying logical reasoning and analytical skills.

• Excellent communication skills, both written and verbal.

- Alpha/numeric data entry input (10,700 KSPH) - Problem solver

- Word Processing & Typing - Team player/mentor

WORK EXPERIENCE

Nationwide Better Health - Hunt Valley, MD

Customer Service Representative 2003-2010

• Processed a high volume of calls and provided accurate information to potential members

by enrolling them into a wellness program. (averaging 25 calls per hour)

• Maintained good level of quality service by multi-tasking and prioritizing the tasks.

• Reviewed and screened personal information from health referrals and questionnaires and

entered data into a computer database system.

• Prepared correspondence and performed other clerical and administrative duties for the

outreach department.

• Supervised a staff of 16 representatives within the department for a 8-month period.

• Received and corrected daily clean-up reports.

• Trained all temporary and permanent personnel, including new managers on call

processing and procedures of the department..

Selected Achievements

• Helped company attain the highest customer service ratings and earned 100% marks in all

categories including communication skills, problem resolution and politeness.

• Achieved the highest enrollment rate for enrolling members each month in the program.

JERILYN BROWN 410-***-**** ********@***.*** Page 2 of 2

Sprint Company, Baltimore, MD

Customer Service Representative 1992-2002

• Provided communication through a TTY system that allowed a person who is hard-of-

hearing, deaf or speech impaired to communicate with anyone by telephone.

• Implemented and organized a recycling committee by managing paper consumption.

• Processed emergency and non emergency calls and initiated the appropriate police,

ambulance or fire response.

• Responded to customer inquiries and resolved issues in an efficient manner.

Selected Achievements

• Received ‘Sprint Values Excellence’ awards for nine performance audits. (1992-2002)

• Received awards for ‘Employee of the Month’ for providing outstanding customer service

and perfect attendance. (1992-1994)

EDUCATION AND TRAINING

Towson University, Towson, MD

Currently pursuing my certification as a Microsoft Technology Specialist in MS Word, Excel,

PowerPoint and Outlook

Graduation Date: November, 2011

November, 2010 – Present

Strayer University, Baltimore, MD

Secretarial/Office Administration

COMPUTER SKILLS

MS Word, Excel, PowerPoint, Outlook Express and Lotus Notes

References: Will be provided on request

Contact this candidate