Customer Service Representative

TOWANA EBERHARDT

Submitted by: Global Employment Solutions

Word 80%, Data Entry 8949/100% accuracy, Benefit Quoting 100%

**** * **** **. **, Atlanta, Georgia 30314 (C) 908-***-****

***************@*****.***

Professional Summary:

Dedicated Customer Service Representative who provides exceptional customer service through active listening and problem solving. Dedicated Customer Service Representative who provides exceptional customer service through active listening and problem solving. Customer Service Manager with more than 15 years of professional customer service and leadership experience. Energetic Customer Service Representative with strong time management skills who thrives in a fast-paced, dynamic environment.

Skills:

●Skilled in call center operations

●Multi-line phone operation proficiency

●Exceptional workflow management

●Strong problem solving aptitude

●Avaya Software knowledge

●Austin Logistics Call Select proficient

●Persuasive speaker

●Customer service award

Various Temporary Assignments 12/2013 to Present

Kool Smile

08/2015 to 1/2016

1. Scheduling Dental appointments

2. Update all demographics

3. Taking payment

Insurance Assistance 01/2015 to 6/2015

Delta Dental - Alpharetta, GA

Assisted customers regarding their individual

and family insurance.

Received payments.

Renewed Insurance

Claims Assistant 10/2013 to 12/2013

AARP – Allentown, PA

●Assisted customers regarding claim questions and benefit questions

●Received payments

Customer Service Representative 10/2011 to 03/2013

I.P.S. Call Center / Manpower – Easton, PA

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

●Gathered and verified all required customer information for tracking purposes.

●Analyzed call volume and average call time to monitor Customer Service Representative performance and productivity.

Customer Service 09/2010 to 08/2011

Coworx – Bethlehem, PA

●Answered a constant flow of customer calls with up to 42 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.

●Accurately documented, researched and resolved customer service issues.

Customer Service Representative 09/2009 to 08/2010

Sykes Management/Blue Cross Blue Shield Account - Allentown, PA

●Handled the Blue Cross Blue Shield Account

●Received payments

●Renewed insurance

●Answered benefit questions

●Assisted with claim inquiries

Property Manager 05/2004 to 01/2007

Camelot Realty & Development – Belvidere, NJ

●Developed annual operating budgets and forecasts, as well as sales and marketing plans.

●Verified that all customer complaints were handled promptly and appropriately.

●Maximized rental income while minimizing expenses through effective planning and control.

●Secured an average of rental agreements each month.

●Completed final move-out walk-through for tenants.

●Introduced and monitored effective lease renewal programs.

●Carefully screened applicants for tenancy.

●Followed up on delinquent tenants and coordinated collection procedures.

●Evaluated and recommended changes in rental pricing strategies.

●Maintained a sufficient number of units so that they were market-ready at all times.

●Scheduled contractors for maintenance issues.

●Managed a community of nearly 45 apartment homes.

●Delivered emergency 24-hour on-call service for any tenant issues.

High School Diploma: 1990

Phillipsburg High School - Phillipsburg, NJ

Microsoft Office: 1993

Warren County Business School - Phillipsburg, NJ

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