Customer Service Representative

T T

***** * **** *****, ******, Co ***** • Home: 903-***-**** • Cell: 903-***-**** • ac0hqc@r.postjobfree.com

Professional Summary

Skills

Effective staff coach Team player

Analytical thinker Customer oriented

Accomplished leader Effective coach

Recruiting and hiring expert

Supervisory training

Independent judgment and decision making

Promotes positive behavior

Work History

CSR/Supervisor, 11/2014 to 04/2017

Conduent – Aurora

Effectively managed a high-volume of inbound and outbound customer calls.

Answered a constant flow of customer calls with up to 94 calls in queue per minute.

Addressed and resolved customer product complaints empathetically and professionally.

Gathered and verified all required customer information for tracking purposes.

Defused volatile customer situations calmly and courteously.

Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call

center environment.

Identified chronic customer issues by creating and maintaining customer complaint log.

Prepared reports and communication for senior management and clients.

Managed high call volume with tact and professionalism.

Oversaw call center employees to ensure customer satisfaction goals were consistently met.

Conducted performance reviews for all Customer Service Representatives to reduce resolution time

and improve customer satisfaction rates.

Analyzed call volume and average call time to monitor Customer Service Representative

performance and productivity.

Acted professionally and patiently when addressing negative customer feedback.

Security Guard, 09/2010 to 10/2014

USA SECURITY – Denver

Inspected equipment, structures and materials to identify the cause of errors and defects.

Screened all passengers, crew members and employees for weapons and contraband.

Performed surveillance binoculars, cameras and camcorders.of suspects using

Patient Access Supervisor, 11/2008 to 10/2010

Good Shepherd Medical Hospital – Longview, Tx

Conducted monthly patient case conferences, in-services and staff meetings to educate staff and

facilitate good communication.

Analyzed patient and family feedback to identify opportunities for staff recognition as well as areas

for improvement.

Education

High School Diploma: 1975

Kilgore College pre pharmacy - Kilgore Texas

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