COVER LETTER

Most recently, I was a part of the Wellspan Medical Group call center. There, I managed inbound and outbound calls while maintaining a clear call que and also established great professional relationships between myself, other staff, and our patients. I was responsible for handling any, if not all of the patient’s needs in regards to filling prescriptions, scheduling appointments, giving messages to doctors and connecting patients with appropriate departments within the Wellspan network for further assistance if necessary.

Before that, I was a customer service supervisor. I was in charge of assisting customers and cashiers with any questions, comments, or concerns they may have throughout the day. I was also responsible for properly documenting important conversations, merchandise, money logs, and other details I may encounter in a day that needed to go on record for future use.

I am a very hard worker and I am always eager to learn new things. I also learn very quickly, so I am not someone who needs extended time in training. From working in management, I have learned how to multi-task very well and organize my work efficiently. I am very good at taking directions and also delegating work loads if there is ever a need.

I strive to find a career that teaches me new things and allows me to grow with the company. I think it's very important that I work for a company that I enjoy coming into work for every day. It's my desire to help people in any way I can, so a career doing just that would be ideal for me.

My future goal is to be financially stable. I plan on going back to school to complete my associates degree. I want to buy a house one day for myself and my son. I also want to be more involved with my community, so I plan to volunteer with local organizations that offer aide to the families in our city that need it.

I want to start out at $15.00/hr 40hr/wk with opportunities for raises.

PROFESSIONAL PROFILE

Three years of experience in call center technique and medical group procedures/terminology. Eight years of experience in retail and customer service management. Additional expertise includes sharp ability to assess company issues, collaborating with customer service team, charting financial information, filling patient prescriptions and scheduling appointments, over seeing cashier breaks/lunches, customer complaints/concerns, assist the asset protection team, shift supervisors, and assistant/store managers. Maintain strong reputation for achieving high levels of customer and employer satisfaction.

SKILL HIGHLIGHTS

Proficient in filing paper work, logging documents properly, and providing excellent customer service.

Effectively respond to all persons/behaviors sensitively and professionally

Flexibility and adapt to change

Leadership expertise

Multi-task while integrating information quickly, consistently, accurately, especially in emergency situations

Apply principals of critical, logical thinking to define problems, collect data, establish facts, and draw sensible valid conclusions

Function effectively and display integrity, poise and emotional stability under stress

PROFESSIONAL EXPERIENCE

Life Insurance Sales Agent 04/2018 to current American Income Life Harrisburg, Pa

I am responsible for making outbound calls and setting appointments as well as meeting with families in the comfort of their own homes and doing a presentation for them that informes them of the AIL company and what benefits are being made to them through me. I then collect a premium for benefits, submit insurance applications to home office, and file paperwork accordingly. I also am responsible for recruiting new hires.

Call Center Specialist 09/2016 to 04/2018

Wellspan Health Group York, PA

Resourceful call center specialist who consistently meets and exceeds productivity goals. Maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and maintain customer loyalty. Made reasonable procedure exceptions to accommodate unusual customer requests. Worked with upper management to ensure appropriate changes were made to improve customer satisfaction. Demonstrated mastery of customer service call script within with in specified timeframes. Properly submit medication requests and messages to doctor’s inbox. Ensure patient’s safety by properly assessing information given during a call and connecting patient to necessary department for further assistance.

Customer Service Supervisor 09/2014 to 09/2016

Wal-Mart Super Center York, PA

Organize shift breaks/lunches. Record keeping. Money logging. Make critical decisions in a busy environment to ensure excellent customer service. Price changes. Effective communicator between cashier and/or customer and managers. Perform register audits. Answering phones calls and message taking on a multiple line phone circuit. Create charts/memos using Microsoft Word.

Customer Service Supervisor 08/2010 to 09/2014

Wal-Mart Super Center Viera, FL

Record keeping. Money logging. Construct schedules. Organize shift breaks/lunches. Make critical decisions in a busy environment to ensure excellent customer service. Price changes. Effective communicator between cashier and/or customer and managers. Perform register audits. Answering phones calls and message taking on a multiple line phone circuit. Create charts/memos using Microsoft Word.

Sales Associate 08/2007 to 07/2009

Walmart Super Center York, PA

Assist customers with finding product. Organize merchandise on the sales floor. Create floor plans. Reset floor mods. Keeping the work area organized and clean. Record keeping. Binning merchandise. Ordering product. Price changes.

EDUCATION

High School Diploma 2007

Central York High School York, PA, United States

Also completed one and a half years of college at Eastern Florida State University beginning in 2012 before relocating out of state.

REFERENCES

Furnished upon request

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