Customer Service Representative

CYNTHIA PHILLIPS

**** * ***** ***** **.. Chicago, Illinois 60649 Email: *************@*****.*** Phone: 773-***-****

Objective

I am a detail-oriented, organized, and responsible candidate who aspires to obtain a position within the Customer Service field.

PROFESSIONAL EXPERIENCE Maximus 02/2015 - Present Chicago, IL. Customer Service Representative for Kansas child support in a call center. Assisted clients with their child support questions, educating clients on how child support works,and forwarding clients to case managers for modification of cases. . SCR Medical Transportation 12/2014- 01/2015 Chicago, Il. Customer Service Representative . In a call center took over 100 inbound calls daily. Scheduled all trips for disabled and elderly clients. Residing in the Will, DuPage, and Kane areas of Illinois.

Customer Service Representative 07/2014-10/2014 Americash Loans Chicago, Illinois Assisted customers with their loans,processed loans, sales of loans, and processed payments of loans.

Customer Support Representative 11/2008 - 07/2013

Cash NetUSA Enova Financial Chicago, Illinois

• Assist customers by answering questions and providing information regarding their new and current loans in a call center

• Educate customers on on-line loan registration, types of loans and various options for repayment

• Provide information to customers regarding state rules and regulations and set-up loan extensions

• Process pay day loan installments and make payment arrangements with customers

• Accurately explain current promotional incentives for customers to save money

• Refer customers to various credit counseling services in their area, when needed

• Maintain a high-level of confidentiality when speaking to customers

Collector 10/2007 – 11/2008

CashNetUSA Enova Financial Chicago, Illinois

• Provided leadership initiatives to management to help daily business operations in a call center

• Led training sessions for newly hired collectors

• Offered various payment options to customers based on their financial situation

• Suggested innovative ways to improve customer retention and timely payments

• Collected owed monies from payday loan customers across the United States

• Provided assistance to more than 100 customer accounts daily

• Processed financial payment arrangements for various payday loan customers

• Consistently exceeded monthly target repayment goals and customer satisfaction

• Placed over 100 outbound calls daily to customers who owe money on their loans

Customer Service Representative 03/2007 – 07/2007

Computershare Chicago, Illinois

• Managed various stocks for shareholders who purchased our services in the United States in a call center

• Assisted customers while answering various questions regarding stocks and pricing information

• Mailed shareholders information regarding how to successfully purchase various stocks

Assistant Manager 03/2004 - 10/2006

Enchanted Garden Florist Chicago, Illinois

• Processed floral customer orders via phone, fax and Internet

• Assisted customers with unique floral arrangements for various special occasions

• Updated a daily log of all orders, deliveries, and conformations

• Administered payroll for all deliverymen, and processed flowers

• Increased store sales by 20% during my first year of employment

Customer Service Representative 08/2003 - 03/2004

Social Security Administration Chicago, Illinois

• Provided the public with information regarding Retirement Services, Disability, SSI, Medicare, and

Survivor Benefits in a call center

• Solved various issues daily and processed referrals to various government organizations

• Scheduled various appointments individuals, mailed, and explained benefit information to the public

• Answered over 200 inbound calls daily

Health Care Facilitator Chicago, Illinois

Aetna U.S. Healthcare 09/1998 - 03/2003

• Became pre-certified through Aetna U.S. Healthcare members to receive clinical information, in-patient, out-patient and E.R.

admittance services in a call center

• Educated members on various different insurance plans offerings including HMO, EPO, OC, TC and MC

• Completed customer referrals to various departments within Aetna

• Provided training to new employees and monitored various calls for quality assurance purposes

• Assisted over 100 customers daily while meeting the ASA level

Customer Service Representative – Behavior Health Department Chicago, Illinois

Aetna U.S. Healthcare, Human Affairs International 09/1997 - 08/1998

• Quoted mental health benefits for Aetna healthcare members

• Educated members regarding mental health programs offered by Aetna

• Referred members to licensed psychologists in their area during crisis situations

• Answered over 100 inbound calls daily while meeting ASA

• Won several recognition awards for exceeding customer expectations and quality

EDUCATION

South Suburban College – Attended from 1992-1993

Major – Computer Science: Some College Coursework Completed

South Holland, Illinois

Columbia College – Attended from 1984-1986

Major – Music

Chicago, Illinois

Harold Washington College – Attended 1984

Major – Computer Science

Chicago, Illinois

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