Customer Service Representative

SYNORA L. BEASLEY

**** ********* ** ********, ** 28312

Phone: 706-***-****

Email: *************@*****.*********:*************@*****.***

mailto:*************@*****.***

mailto:*************@*****.***

Career Objective

To work with a company that allows me to express my passion for Customer Service, and to also strengthen and expand my knowledge of the Customer Service Industry.

Work Experience

Extended Reach - Fayetteville, NC March 2015-Present

Job Title: Front Office Clerk/ Client Transportation

Job Description:

Answer all incoming calls and direct call to the correct department

Provide excellent customer service to all clients and potential clients

Complete intake forms using ClinicTracker

Prepare all documents needed to create medical record files for new clients

Filing, Copying, Scanning, and linking clients info to clinicians in our system

Transport day treatment and outpatient clients to home, office, or school

Assist with day treatment as needed

Schedule client appointments and transportation if needed

Countryside Villa – Wade, NC March 2014-March 2015

Job Title: Personal Care Aide (PCA)

Job Description:

Provide assistance the patients’ daily living by serving meals, feeding if necessary, and providing nourishment between meals

Provide assistance with patients’ personal hygiene by bathing, dressing, helping with oral care, shaving and shampoos

Provide bathroom assistance, and incontinent care

Maintain patient stability by checking vital signs and weight, and recording intake/output information

Document actions completing flow charts, shift communication logs and records

Update job knowledge by participating in educational opportunities, and on the job training

Self Employed – Eastover, NC August 2011-April 2014

Job Title: Private Duty Home Caregiver

Job Description:

Perform daily household tasks for elderly dementia patient such as meal preparation, bathing, dressing, transportation, medical assistance and housekeeping

Maintain a pleasant home environment for patient

Record daily logs of patients care and activities

Implement and support resident care plan

Stay at Home Mom – Eastover, NC July 2008-July 2011

Job Description:

Manage an orderly household

Direct child development by creating, supporting, and participating in daily activities of children in and out of home

Perform and supervise meal preparation

Perform accounting function such as balancing budget, paying bills, and basic expenses

Volunteer in school, church and community functions

Telvista, Inc – Danville, VA June 2005-July 2008

Job Title: Call Center Supervisor

Job Description:

Monitor performance and productivity of a team ranging from 25 to 45 customer service agents

Monitor calls and metrics to provide feedback, coaching, and reporting

Provide Training on contractual changes and responsibilities of agents

Handle escalated customer service calls through proper investigation and analysis. Make corrections and solve issues based on facts

Interview existing customer service reps for promotions of job transfers to different departments

Administer corrective action plans for agents not meeting company standards

Attend and facilitate team meetings to discuss plans of action for improving team performance

Attend and facilitate leadership meetings to discuss changes and improving company performance

Provide weekly and monthly performance evaluations

Provide yearly performance evaluations to determine salary increases

Job Title: Call Center Training Specialist

Job Description:

Provide training to new hire customer service agents on fundamentals of customer service, products and services, billing systems and procedures

Provide training for leadership and existing customer service agents on procedural changes and new contract duties

Coach customer service agents on areas of improvement

Create training and coaching strategies to ensure contract standards are met and maintained (85% graduation rate, 80% test avg, etc.)

Track and report new hire attendance, payroll and other administrative paperwork

Create training materials and documents

AIT (Advanced Internet Technologies) – October 2001-September 2005

Job Title: Company Trainer/ Quality Assurance Manager

Job Description:

Schedule training classes and sales and customer service departments

Develop and train curriculum for all new hire classes

Maintain monitoring equipment for quality assurance

Create and implement agent evaluation forms used for monitoring calls

Calculate and report sales and cancellations to determine daily and weekly profits

Determine quality goals needed to company standards

Organize and facilitate departmental reporting meetings

Resolve ongoing and escalated customer issues

Oversee provisioning of customers new products

Audit customer service and technical support correspondence via ticket system

Education

Methodist University 1996-2000

Cape Fear High School 1992-1996

Training

Leadership Development & Management - AIT University - Jan 2005

Supervisor Preparatory Course – Telvista, Inc. – Aug 2006

Leadership Excellence – Telvista, Inc. – July 2007

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