Customer Service Representative
Resume:
Kimberly A. Morgan
Oxford, NC *****
******************@*****.***
Objective
I am seeking employment with an established company with the desire to utilize my skills and knowledge and become an asset to the company’s success. I have excellent oral and written communication skills. I also have wonderful people skills and I am a fast learner.
Education
Strayer University 07/2018-present
Online classes
Bachelor’s Degree in business administration with
a concentration in Health Administration
Vance-Granville Community College 05/2002-06/2007
Henderson, NC
Associate Degree in Medical Office Administration
J.F. Webb High School 08/1998-05/2002
Oxford, NC
High School Diploma
Experience
Conduent (formerly ACS) 11/2017-02/2019
Customer Service Representative Senior team lead
Assisting agents with escalated calls from members who request to speak with a supervisor, frequent or repeat callers that are calling about the same unresolved issue
Answering questions that they may not be able to find the answer to in theSource-a tool used on every call as a guide that provides step-by-step instructions on how to handle the call
Assist with placing overrides that are required due to an early refill on prescriptions due to, a member going on vacation, lost medications, mail order delay (prescription not arriving on time by mail) etc.
Assisting members with placing orders for mail order prescriptions
Authenticating everyone before sharing any personal information
Assisting members with refill requests and contacting their doctor on the members behalf
Taking and setting up payment methods either by credit card or check
Assisting members with setting up their online account to place their order for mail order prescriptions
Providing excellent customer service and one call resolution
Adding and/or removing information such as payment methods, shipping addresses, telephone numbers
Providing coverage information about mail order prescriptions to members at their request
ProLogistix (UPS) 03/2017-present
Butner, NC
Mail Clerk
Sorting, weighing and scanning mail to be shipped to customers
Maintain adequate production on daily basis
Resolve issues that may hinder timely departure of packages by fixing labels, attending to scale weight issues or packages that can’t be processed on normal assembly line
Keying in shipping information that can’t be picked up or recognized with camera
Ideal Fastener 01/2014-05/2014
Oxford, NC
Machine Operator
Placing sliders onto zipper treads
Maintaining a clean workstation
Assist in training others with the “Mag Zip” process
Record production
Maintaining quality while achieving daily production goals
ACS 09/2011-04/2012
Oxford, NC
Customer Service Representative
Assisting members with placing orders for mail order prescriptions
Authenticating each individual before sharing any personal information
Assisting members with refill requests and contacting their doctor on the members behalf
Taking and setting up payment methods either by credit card or check
Assisting members with setting up their online account to place their order for mail order prescriptions
Providing excellent customer service and one call resolution
Adding and/or removing information such as payment methods, shipping addresses, telephone numbers
Providing coverage information about mail order prescriptions to members at their request
Z C Sterling 03/2008-03/2010
RTP, NC
Tax Research Analyst
Paying property taxes on escrowed accounts to prevent foreclosure or tax sale
Making and receiving phone calls from tax office
Researching accounts for delinquent taxes
Disbursing payment on delinquent accounts to proper tax office
Forcing escrow on non-escrowed accounts to prevent tax or foreclosure sale
Fidelity Investments (Spherion Staffing) 08/2007 – 01/2008
Durham, NC
Customer Service Representative
Answer phones and respond to customer benefit requests
Provide customers with service information
Escalate customer calls to appropriate department, when necessary
Identify, research, and resolve customer issues using the computer system
Follow-up on customer inquiries not immediately resolved
Complete call logs and reports
Alert the supervisor of trends in customer calls
Recommend process improvements
RHA Health Services 06/2002 – 08/2007
Creedmoor, NC
Habilitation Technician
Assist individual(s) with mental disabilities with daily living skills and helping them achieve personal outcomes
Assists the team in identifying supports needed for personal outcomes to be realized
Ensure collection and documentation of required data
Assist the person(s) receiving services in identifying and communicating his or her requests and needs for services and supports
Implement services and supports to address the service user’s goals and desired outcomes as identified through each service user’s Individual Support Plan
Understand and promote the service user’s goals, as well as personal dignity, respect, individualism and quality of life
Help service users develop healthy personal and social habits
Lowes Food 06/2001-06/2002
Oxford, NC
Cashier
Provided exceptional customer service
Answer customers' questions, and provide information on procedures or policies
Compute and record totals of transactions
Establish or identify prices of goods, services or admission, and tabulate bills using calculators, cash registers, or optical price scanners
Greet customers entering establishments
Issue receipts, refunds, credits, or change due to customers
Other Activities
When I’m not working, I do volunteer work at the local Habitat for Humanity Restore. I also volunteer in the office at my kids’ school when I’m not working as well.
References
Available upon request
Contact this candidate