Customer Service Representative

JACQUE PHILLIP

**** *. ******* ****. #****, Las Vegas, NV 89108

Cell: 702-***-**** - ***************@*****.***

PROFESSIONAL SUMMARY

Customer service and sales professional successful at improving customer retention rates and growing revenue. Organized, motivated and hardworking. Call Center Representative with expertise providing customer support in high call volume environments. Exceptional computer aptitude and telephone etiquette. Customer Service Manager highly skilled in negotiating, instructing and supervising Call Center Representatives. Energetic customer service with strong time management skills who thrives in a fast-paced, dynamic environment. Dedicated Customer Service Representative who provides exceptional customer service through active listening and problem solving. SKILLS

Cash handling and management

Goal-oriented

People-oriented

Retail merchandising experience

Detail-oriented

Types 45 WPM

Excellent work ethic

Strong interpersonal skills

Active Data Online

Positive and friendly

WORK HISTORY

11/2014 to 08/2016Patient Services Representative

Livanta LLC – 6830 Oquendo Rd. Las Vegas Nv. 89118 Effectively managed a high-volume of inbound and outbound customer calls. Addressed and resolved customer product complaints empathetically and professionally.

Gathered and verified all required customer information for tracking purposes. Defused volatile customer situations calmly and courteously. Accurately documented, researched and resolved customer service issues. Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.

Identified chronic customer issues by creating and maintaining customer complaint log.

Referred unresolved customer grievances to designated departments for further investigation.

Managed high call volume with tact and professionalism. Analyzed call volume and average call time to monitor Customer Service Representative performance and productivity.

Met or exceeded service and quality standards every review period. 06/2009 to 04/2014Sales, Customer Service

Sitel – 420 Pilot Rd.

Developed all process controls and metrics for daily management of the Call Center. Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.

Managed call center from initial start-up to full operational status. Acted professionally and patiently when addressing negative customer feedback. Conducted performance reviews for all Customer Service Representatives to reduce resolution time and improve customer satisfaction rates. Oversaw call center employees to ensure customer satisfaction goals were consistently met.

04/2014 to 11/2014Customer Service Clerk

Wholefoods – 6689 Town Sqaure Las Vegas Blvd. Las Vegas NV. 89119 Greeted customers promptly.

Received customer payments.

Described products and services in detail.

Assisted customers in selecting items based on needs. Created attractive displays to promote items.

Processed customer returns.

Completed purchases using Point of Sale systems.

Assisted on sales floor as needed to maintain service standards. 05/2007 to 08/2008Medical Assistant

Glenoaks Medical Center – 1911 Glenoaks Blvd.

Assessed patients and documented their medical histories. Performed monthly inventory and maintained office and medical supply counts. Interviewed patients to obtain medical information, weight and height measurements and vital signs.

Experience with various medical conditions including Parkinson's, Dementia, Diabetes, Cancer, Alzheimer's and Paget's disease. Took vital signs of newborns while assisting in NICU. Responsible for primary care, case management, and medication management. EDUCATION

High School Diploma:

Woodrow Wilson - Long Beach, Ca

Associate of Arts: Medical Assistant

Wyotech - Long Beach

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