Customer Service Representative

Experience

UnitedHealth Group

Supervisor, Customer Service Representative

September 2011 - June 2014

Handled upwards of 150+ outbound/inbound calls per day

Consistently hit call center goals and metrics

Provided excellent customer service to customers

Managed additional team projects in addition to daily tasks

Managed a team of 20+ employees

Provided training and guidance in customer service quality, policies and

procedures

Participated in interviews and overall hiring process

Processed payroll on weekly basis

Conducted bi-weekly Quality Assurance Audits

Developed and managed team projects

Maintained a professional work environment

Focused on high performance results

Centro de Ayuda Help Center

Lead Instructor (Seasonal Position)

March 2011 - June 2011

Developed after school lesson plans and trust building excercises

Conducted after school family lesson plans

Organized team building exercises

eLove Matchmaking

Customer Service Representative

June 2006 - October 2010

Achieved weekly and monthly sales quotas on a consistent basis

Conducted telephone interviews and screened potential clients

Acted as team lead in management's absence

Conducted face to face interviews with potential clients

Education

Towson University - Bachelor of Arts

Graduated 2011

Highlights

Excellent verbal and written communication skills

Computer-savvy; proficient in Microsoft Word, Excel, Access, Office

Exceptional time management skills, multitasking

Detail-oriented

Team player

Adaptable

Works well under pressure

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