Customer Service Representative
Resume:
MICHELE A SMART
Lees Summit, MO 64063
*******@*****.***
HIGHLIGHTS OF QUALIFICATIONS
•Outstanding customer service skills
•Diplomatic and patient with all types of individuals and organizational levels
•Highly organized, with great attention to detail and follow-through
•Superb time management, problem solving and troubleshooting skills with the ability to prioritize assignments and manage multiple projects simultaneously
•Very proficient in working effectively independently and in a team environment
•Capable of quickly understanding new procedures
WORK HISTORY
CUSTOMER SUPPORT REPRESENTATIVE – WORK AT HOME – GROUPON, INC – OCT 2014 – PRESENT
Respond to customer calls and emails relating to goods and services purchased on Groupon website. From basic how-to questions, to unique circumstances that come up with a specific offer. Resolve customer issues in a timely and consistent manner. Meet daily individual and team resolution targets by managing time and productivity expectations. Stay current with knowledge of internal ticketing system, customer portals, back-office databases, Groupon redemption procedures, and specifics around different types of Groupon features. Document ticket in Zendesk and escalate as needed. Chat with team members, other departments and coaches as needed via Hipchat. Work with various systems such as Zendesk, Cisco, Hipchat, Cyclops, Outlook. Skynet and others.
RESERVATION AGENT – SEASONAL WORK AT HOME - ACTIVE NETWORK - JUNE 2013 – AUG 2014
Receive incoming calls from people that are wanting to make reservations for camping in the National and State Parks in United States. Enter reservations, take payment and finalize reservation with confirmation. Escalate calls as needed. Maintain goals and use scripting on every call.
TELEINTERVIEWER - WORK AT HOME – EXAMONE - MAY 2013 - JUNE 2013
Make outbound and take incoming calls from insurance applicants that have already applied for insurance. Perform personal health history interview over the telephone. Enter all information into the computer accurately and send to review. Maintained above average production at all times. Assisted Supervisor, manage department in the absence of Supervisor. Reviewed personal health history interviews of other co-workers for accuracy and good quality.
SALES AND RESERVATIONS AGENT - WORK AT HOME - UHAUL - FEB 2013 TO MAR 2013
Receive incoming calls from people wanting to rent trucks, trailers, u-boxes, storage units, purchase hitches or have problems with rentals. Make reservations, answer questions, maintain goals and use scripting on every call. Escalate calls as needed
CUSTOMER SERVICE REPRESENTATIVE - WORK AT HOME - FLASH FIRST, LLC/BLOOMSREWARDS - NOV 2011 TO JULY 2012
Receive incoming calls from members of the Blooms Rewards program. Answer questions about program, assist with problems with billings, explain program benefits. Persuade member to stay with the program. Handle upset customers. During holidays assist with taking flower orders over the phone, call florist shops to set up delivery. Document calls accurately and use scripting on every call.
CUSTOMER SERVICE REPRESENTATIVE - WORK AT HOME - NCO FINANCIAL GROUP - AUG 2008- FEB 2012
Receive incoming calls from Sprint/Nextel customers. Answer questions regarding accounts, assist with problems, resolve issues related to accounts. Collections of past due and current amounts due on accounts. Restore phone service. Document conversation accurately. Escalate matters as necessary. Maintain excellent quality and call handling time.
ACCOUNT SERVICE ASSOCIATE - H & R BLOCK - OCT 2006 - OCT 2007
Handle client calls regarding clients IRA Accounts, Easy Savings, Bank Card and bank products. Answer questions regarding clients account, assist with problems, resolve issues related to accounts. Document conversation in Clarify system. Escalate matters as necessary. Assist in processing department as needed. Maintain excellent quality and call handling time. Train new hires on the card product lines, operation and navigation of CMSE, KC UTIL, Bank Clarify/Serviceware, Laserfiche, Jack Henry/Core Director, Recon and Phone Systems. Travel as Subject Matter Expert to Vendor locally. Prepare Finance Report for Finance Department Supervisors and Managers. Act as Floor Supervisor by taking Supervisor Calls, assist other agents on the call floor. Advise agents of policy and procedures that best resolve H & R Block issues.
TELEINTERVIEWER - LABONE, INC - JULY 1997- NOV 2004
Make outbound and take incoming calls from insurance applicants that have already applied for insurance. Perform personal health history interview over the phone. Enter all information into the computer accurately and send to review. Maintain above average production at all times. Assisted Supervisor, manage department in the absence of Supervisor. Reviewed personal health history interviews of other co-workers for accuracy and good quality.
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