Customer Service Representative
Resume:
Nancy Charlemagne
New London, CT
**************@*****.***
*****************@*****.***
Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Bi-lingual CSR-Veolia
New London
Nov. 2018- Current
Handles incoming calls or inquiries from prospective customers
Provides customer additional information or explains services
Discusses products offered and ensures customer satisfaction
Tactfully handles confrontational or stressful interactions with the public
Accurately captures customer information
Lead Customer Service Representative
Mohegan Sun-Uncasville, CT
January 2018 –Current
Responsibilities
Supervisor for 5+ employees
Handles incoming calls or inquiries from prospective customers or guests.
Assists customers effectively by solving customer disputes
Provides customer additional information or explains services
Discusses products offered and ensures customer satisfaction
Tactfully handles confrontational or stressful interactions with the public
Completes supporting paperwork and data entry as required
Accurately captures customer information
Creates and maintains service reports
Customer Service Representative
United Community and Family Services - Norwich, CT
July 2012 to October 2017
Responsibilities
>Greets all clients, visitors and employees, providing courteous and professional customer service in person or on the telephone.
>Services the reception area windows and performs related data collection/entry; screens all clients and updates pertinent demographic and insurance information into the practice management system.
>Checks in and out clients for single/multiple appointments, utilizing the appropriate systems to ensure smooth client experience for both clients and clinical staff.
>Performs proper protocol for processing clients and visitors for Behavioral Health service, utilizing proper systems for clinician and/or UCFS employee notification.
>Work in conjunction with Parole Officer (CSSD) client integrating back into the community.
>Schedules and books clients for single & multiple appointments with behavioral health providers, inclusive of follow up and initial intake appointments; calls clients to schedule/reschedule appointments as directed; prints daily schedules and encounter forms; requests/pulls medical records as necessary.
Skills Used
Bi-lingual
Bi-lingual Parent Aide
United Community and Family Services - Norwich, CT
September 2001 to March 2003
Responsibilities
>Assisting with DCF and Non-DCF clients with a variety of issues.
> Home visits, discipline techniques, housekeeping techniques, etc.
>Weekly and monthly staff meetings with program coordinator discussing progress report on families.
>Translate forms for the program as well as for the client.
> Act as translator for client in courtroom settings.
>Maintain confidential records.
>Provide workshops and presentations regarding care and discipline techniques.
Assistant Property Manager
Huntington Towers - New London, CT
June 2001 to October 2001
Responsibilities
> Assist the Property Manager with the oversight of all real estate property management functions such as managing the day to day administrative and maintenance operations.
> Rent collections
> Creating and implementing leasing and marketing plans, resident relations, budget preparation and financial reporting.
>Customer service skills; computer skills, coordinate operations and details, anticipating resident's needs, and dealing with the unexpected; handling a variety of tasks.
>Excellent communicator with the ability to actively manage change.
Senior Office Clerk/Medical records/ Driver/Liaison
Stonington Institute - Stonington, CT
March 2000 to June 2001
Responsibilities
>Client intervention-assist with drug and alcohol rehabilitating clients with the preparation of admission packages, housing arrangements, transportation, drug screening, correspondence and grievances.
>Organize and maintain confidential medical records of all clients along with answering telephone, computer skills and various office duties.
> Transportation of troubled teenage female to counseling sessions and various indoor and outdoor activities.
> Act as liaison between the teens and counselors of program.
Assistant Teacher
TVCCA/Head start - Norwich, CT August 1996 to March 1999
Responsibilities
>Be Knowledgeable of TVCCA and Head Start’s mission, goals, policies and procedures.
>Setting up a classroom that is developmentally appropriate and inviting for pre-school age children. >Safeguard the equipment and materials assigned to classroom; ensure adequate supplies appropriate and inviting for pre-school age children.
>Be knowledgeable of the children assigned to classroom including their development stages individual differences, and cultural background.
>Develop themes and planning age appropriate activities based on children’s interest and needs; Prepare and implement lesson plans weekly.
>Ensure children’s health and safety in accordance with all regulations.
>Complete required paperwork.
>Provide input about children’s growth and development based on observations and on interaction.
>Establish positive relationship with parents; assist in home visits and parent teacher conferences.
>Communicate and collaborate with all content area staff in meeting the needs of children assigned to the classroom and their families.
>Be knowledgeable about Head Start’s Performance Standards and curriculum; seek guidance from assigned Operation Support Managers, Child Development Specialists, Teachers, and Center Administrators. >Work closely with assigned Teacher as a team to provide quality educational services to children assigned to classroom.
>Be responsible for personal and professional growth and development to meet program and regulatory requirements.
>Perform other duties requested or assigned by supervisor(s).
Skills
Microsoft office, excel
Certifications/Licenses
PLTI Graduate
Learning to work/make changes in the community.
Dealer: Blackjack and Novelties certified.
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