Customer Service Representative

Martha A. Horton

** ******* ******

Buffalo, NY *4206

Phone: (716) 424 – 6903

Email: *********@*****.***

Objective

I am searching to obtain a position with a reputable business, where my professional education, computer, communication, and multitasking skills can be utilized. As a strategic thinker, with excellent work ethics, I can be effectively used in any organizational team. Additionally, I am dependable, energetic, focused, flexible, and compassionate customer service representative, an enthusiastic team player, motivated self-starter with over 15 years of experience.

Education and Training

3/2010 – 2/2012 1988 – 1990 Buffalo, NY

Kaplan University (Online) Education Opportunity Center

AAS in Human Services – GPA 3.95 GED Diploma, Job Readiness Certificate, CNA

Skills Proficiency

Computer Software (Intermediate Level): MS Office Software 2007/2010

Typing 50wpm Filing: Alpha & Numeric

Written and Verbal Communication (Excellent)

Internet Explorer (Advanced)

Employment

03/2017 – Present Clerical/Data Entry Clerk

Staff Today Inc. Covina, CA (Office of Temp. Disability NYS 295 Main St. Buffalo, NY 14201)

Collect mail and highly confidential documents hourly to scan, fax or prepare otherwise for the disability analysts. Process new and prior cases in eView daily within 15 minutes of receipt. Report all changes to upper management immediately. Prepare documents for mail to claimants as requested.

10/2016 – 12/2016 CSR / IBM Help Desk Agent

Career Connections, Inc. Atlanta, GA 30326 (Buffalo, NY 40 Fountain Plaza 14202 Suite 7)

Provide maintenance of the computer desktop environment by analyzing

requirements, resolving problems, hardware, and software solutions, and supporting the

internal IT Helpdesk.

12/2014 – 10/2016 CSR / Dispatcher

Medical Answering Service, Inc., Buffalo, NY 14210

Answer inbound/outbound customer care calls providing transportation for Medicaid enrollees to utilize the city bus, taxi, group rides and ambulances to medical appointments. Efficiently resolve customer concerns, navigating screens, and multi-tasking. Earned senior privileges to process appointments and resolve issues mid-level management.

3/2014 – 12/2014 Telephone Interviewer

Health Research Incorporated (a division of Roswell Park Cancer Institute) Buffalo, NY 14263

Contact potential respondents by telephone and encourage them to complete an over-the-

telephone survey about public health issues; perform data entry of survey information

utilized the rules of Scientific Integrity to complete telephone interviews.

10/2012 – 11/2013 Personal Attendant / Mental Health Worker I

A&P Service, Inc. Birmingham, AL for Bryce Hospital Tuscaloosa, Alabama 35211

Provided 1:1 monitoring and personal assistance with assigned patient. Patient’s activity and behavior in 15 minute intervals reported on prepared documents. Assist with daily living activities as required, eating, dressing, bathing, bed making and maintaining general housekeeping. Report status to upper management and relief personnel.

12/2008 – 11/2013 Customer Service Representative & Technical Support Representative

James C. Poole Jr. Memorial Library (Greene County Public Library) Eutaw, AL 35462

As a volunteer customer service representative, my duties include: opening and closing the facility, answering phones, faxing, copying scheduling activities in the meeting room and assisting patrons and administrative staff with software applications: rebooting and assisting patrons with instructions to correctly operate computers.

6/2006 – 10/2006 Inbound Customer Service Representative

Ross & Matthews, P.C., Fort Worth, TX 76107

Responsibilities include answering inbound calls nationwide from Prepaid Legal members,

handling every call professionally. Exceeded the departmental goal for excellent customer

service, within a 90-day period, and received second place monetary reward.

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