Paula Merfeld

Email: abpfgh@r.postjobfree.com

Address:

City: Tulsa

State: OK

Zip: 74106

Country: USA

Phone: 918-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

Results-driven Customer Services Representative with proven ability to establish rapport with clients. Excellent communicator with 6 years experience working in a demanding call center environment as a Customer Service Representative. * Excellent communication skills * Quick learner * Customer service expert * Active listening skills * Opening/closing procedures * Energetic work attitude

Educational Background:

High School Dipolma from LaSierra Paramedical & Technical College, Riverside CA 1/2001 to 6/1982 (Pharmacy Technician)

High School Dipolma from Adult Education, Riverside CA 1/2001 to 10/2012

Job History / Details:

Career Overview

Results-driven Customer Services Representative with proven ability to establish rapport with clients. Excellent communicator with 6 years experience working in a demanding call center environment as a Customer Service Representative.

* Excellent communication skills * Quick learner

* Customer service expert * Active listening skills

* Opening/closing procedures * Energetic work attitude

Accomplishments

Customer Assistance

Worked with company systems such as Live Support and diligently completed all assigned tasks, working overtime as needed.

Customer Service

Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.

Received 12 PacifiCare Member Compliment Certificates & 1 West Corporation EXCELLENCE AWARD

Received numerous MetLife Dental Compliment Calls for 1 Call resolutions

Database Maintenance

Edited and modified members' information.

Work Experience

August 2011 to September 2012

MetLife Tulsa, Oklahoma

Dental Customer Service Representative

Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently. Guaranteed positive customer experiences and resolved all customer complaints. Answered an average of 75 - 100 calls per day by addressing customer inquiries, solving problems. Recipient of multiple positive reviews acknowledging dedication to excellent customer service. Enforced Service Center policies, procedures and quality assurance measures. As of 03/2012 started training for TRICARE (Military dependents) & started taking those calls as of 05/01/2012.

March 2007 to July 2009

HSBC Tulsa, Oklahoma

Collections

Made outbound calls on auto-dialer to credit card customers that were behind in their monthly payments. If customer couldn't make a payment then I would try qualify customer for a HrdShip program. Provided accurate and appropriate information in response to customer inquiries.Addressed customer collection inquiries in a timely and accurate fashion.Maintained up-to-date records at all times. Enforced Service Center policies, procedures and quality assurance measures.

September 2005 to October 2006

West Corporation/ PacifiCare Tulsa, Oklahoma

Customer Service Agent

Provided accurate and appropriate information in response to customer inquiries. Took over 2000 inbound calls a month. Made additional outbound calls as needed to assist customers. Mentored other Customer Service Agents ton aide them in assisting customers more efficiently and in a more effective timely manner. Took Supervisor calls and resolved customers concerns.Provided accurate and appropriate information in response to customer inquiries.

June 2004 to October 2005

Goodwill Industries East Campus Tulsa, Oklahoma

Job Coach

Frequently commended for maintaining the safety, respect and dignity of residents. Supported clients with customized client teaching tools. Taught and assisted mentally and or physically challenged adults to help prepare them to go out into the work force. Gave clients materials needed to accomplish the job they were doing. Worked with anywhere from 5 to 50 clients at any given time. Performed one on one assistance when needed. Did final inspections and counts on all work completed. Maintained patient privacy and confidential patient information. Provided caring companionship developmentally disabled patients.Maintained all confidential personnel files, licensing and CPR compliance records.

September 1998 to January 2002

Pacific Monarch Resorts Riverside, California

Telemarketing Representative

Scheduled an average of 25-50 appointments per week. Maintained friendly and professional customer interactions. Managed work with little supervision. Wrote up all information needed on Reservation slips. Set reservations for people to take TimeShare Tours. Made over 1000 outbound calls a month. Took over 200 returned inbound calls a month. Explained to people how to receive 2 FREE gifts for 1 1/2 hours of their time.

Supervisor/ Team Leader Feb 2002 to March 2003

Taught & assisted a team of 15-25 employees on how to make reservations for productivity. Verified all reservations made and turned them into Data Entry. Called reservations the day before to remind them of their Tour time. Answered all questions that people had regarding their reservations & tour. Trained employees on my team on how to make Bonus $ on top of their hourly wages. Took Supervisor calls when needed. Suspended and terminated employees when necessary after using all means available to keep up their productivity.

Telemarketing Representative March 2003 - May 2004

Scheduled an average of 25-50 appointments per week. Maintained friendly and professional customer interactions. Managed work with little supervision. Wrote up all information needed on Reservation slips. Set reservations for people to take TimeShare Tours. Made over 1000 outbound calls a month. Took over 200 returned inbound calls a month. Explained to people how to receive 2 FREE gifts for 1 1/2 hours of their time.

Educational Background

1984 LaSierra Paramedical & Technical College Riverside, California

Pharmacy Technician Certificate Pharmacy Technician

1982 Adult Education Riverside, California

GED All

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