Customer Service Representative

Jennifer West

Objective

To obtain a challenging position where I can utilize my call center and

customer service expertise as well as my advanced PC skills to contribute

to company goals and grow within.

Experience

Southwest Airlines - Overtime/Call-out Specialist

06/2011 - 06/2012

. Handled 80 - 100+ incoming calls per day

. Facilitated customer service relationship between union workers and

payroll

. Called out overtime to Union workers that signed up for overtime

. Responsible for keeping Kronos updated with the current status of

worker

. Responsible for timely efficient resolution of all calls for

assistance through inbound calls

Southwest Airlines (Contract) - OTCS

06/2011 - 12/2011

. Working knowledge of Kronos and Sis

. Handled 80 - 100+ incoming calls per day

. Scanned and indexed exception logs, overtime balance sheets, etc. into

SIS system

. Working knowledge of Microsoft Word, Excel, and PowerPoint

Resource Accounting - Customer Service Representative

11/2009 - 04/2010

. Handled 100+ incoming calls per day

. Facilitated strong customer service relationships between the banks

and appraisers regarding property appraisals and updates

. Responsible for making changes to customers profile or account updates

. Responsible for timely efficient resolution of all calls for

assistance through inbound calls

Prime Therapeutics - Member Service Agent

08/2007 - 04/2009

. Interacted with customers to provide information in response to

prescription refills

. Handled and resolved complaints

. Handled 100+ incoming calls per day

. Updated and maintained patient profiles confidentially and

professionally

. Refilled members mail order prescription

. Verified members' prescription coverage and deductibles to healthcare

facilities

Caremark - Customer Service Representative

08/2005 - 05/2006

. Handled 100+ incoming calls per day

. Processed orders received by mail using the computer to enter

pertinent patient information

. Answered all inbound calls and redirected to correct department when

necessary

. Advised members and healthcare facilities of members' prescription

coverage and deductibles

. Routed mail orders to department for filling and followed-up to ensure

they were delivered by each specified date

Education

North Texas Professional Career Institute

Certified Pharmacy Technician

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