Vickie Saidi *** Personality Lane, Roxboro N.C. **573

Email ac4i8k@r.postjobfree.com

Cell 919-***-****

Professional Summary

Customer service professional seeking a customer service/technical support role. Self-motivated with exceptional computer capabilities. Excellent communicator with 20 years in demanding call center environments as a Customer Service Representative, Case Manager, Benefit Specialist and Quality Assurance Supervisor/ Trainer. I have an extensive customer service background including but not limited to virtual training, inbound and outbound calls, email and instant message response handling, research and problem solving and both technical and non-technical assistance. I am a swift learner with the ability to adapt to change and effectively apply concepts that are presented. I am also able to multitask and research while keeping focus on the needs of the customer and the demands of the business.

Job Requirements for a home-based position

I have a separate room with a computer desk and ergonomic chair that can be closed off from the rest of the house for privacy and a distraction free work environment. The internet connection is with Spectrum and has a tested Internet speed of 68.14 Mbps download speed and 5.67 Mbps upload speed. The connection is strong and reliable and I rarely have any downtime.

Skills

Skilled in all call center operations Customer interface expertise Effective problem solver

Adheres to customer service procedures Committed to maintaining data integrity Quick learner

Strong problem-solving aptitude Exceptional telephone/chat/email etiquette Creative problem solver

Exceptional communication skills Customer-focused Microsoft Outlook, Word and Excel proficient.

Training development aptitude Excellent time management skills

Vickie Saidi 301 Personality Lane, Roxboro N.C. 27573

Email ac4i8k@r.postjobfree.com

Cell 919-***-****

Relevant Work History

Current

Advocate4Me Rep. Senior, 11/2014-current

United Healthcare, Morrisville NC.

Quality Assurance, 09/2013 to 05/2014

Alorica – Norfolk, VA

Claims Specialist 10/2009- 06/2012

Allstate Insurance, Cheyenne WY

Benefit Specialist, Customer Service, HR Annual Enrollment, 10/2009 to 10/2010

ACS – Chesapeake, VA (A Zerox Company, previously HP, before that a temporary company)

Headquarters Case Manager 04/2000 to 11/2009

ASI – Norfolk, VA (GE Appliance Customer Service)

Vickie Saidi 301 Personality Lane, Roxboro N.C. 27573

Email ac4i8k@r.postjobfree.com

Cell 919-***-****

Experience

Accurately documented, researched and resolved complex customer service issues.

Addressed and resolved customer product complaints empathetically and professionally. Defused volatile customer situations calmly and courteously.

Described product to customers and accurately explained details and care of merchandise, solved technical hardware and software issues, provided technical resource with knowledge and expertise, and assisted with account and billing inquiries.

Developed reputation as an efficient service provider with elevated levels of accuracy. Efficiently managed a high-volume of inbound and outbound customer calls with tact and professionalism.

Initiated operations improvements to improve overall call center quality and productivity.

Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.

Mastery of customer service management systems and databases.

Met or exceeded service and quality standards every review period.

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

Prepared reports and communication for senior management and clients.

Provided incentive to increase productivity by offering employees awards for best customer service.

Resolved service, pricing and technical problems for customers by asking clear and specific questions. Referred unresolved customer grievances to designated departments for further investigation.

Vickie Saidi 301 Personality Lane, Roxboro N.C. 27573

Email ac4i8k@r.postjobfree.com

Cell 919-***-****

Education

Currently Enrolled at Ashford University Online to earn a Bachelor’s Degree in Psychology

Currently on the Dean’s List with am A/B average for all classes completed.

GED taken with Texas Education Agency 3/4/1987 Cert. No. 930085

Blue Ridge Job Corps - Marion, VA, 1989-1991. certificates earned: Basic Vocational Welding for Mig, Tig, Arc, and Fabrication; Quality Technology Certificate; Basic Medical Assistant; Customer Service Certificate

Simdex Technical Institute Houston Texas 1988. Certificate earned: Security Specialist, Armed/ Unarmed Security Specialist, certified with weapons; Private Investigation Specialist.

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