Customer Service Manager
Resume:
Octavia Williams
Baltimore, MD 21215
Phone: 410-***-****
E-Mail:*******************@*****.***
Professional Summary
I realize you will need to know a bit more about me in order to consider me as suitable candidate; for this reason, I have attached my resume for your review as the first step in the application process. I trust you will find my call center and customer service experience to be a strong indicator of what I could contribute as a skilled, hardworking member of your business. Concluding, I am confident I would be an asset to your establishment. Thank you in advance for your time and consideration.
Sincerely, Octavia Williams
Maintain excellent interpersonal communication, time management, and managerial skills.
Software Knowledge: Windows XP/7/8, Microsoft Office Suite; HBX; MMIS [Administrative assistant who goes above and beyond basic administrative tasks and takes on multiple projects at once. Excellent work ethic and strength in boosting company morale.
Skills:
40 WPM typing speed
Professional phone etiquette
Excellent communication skills
Database management
Articulate and well-spoken
Customer service-oriented
Flexible
HIPAA compliance
Filing and data archiving
Excellent planner and coordinator
Works well under pressure
Social media knowledge
Work History: June 2016 to Current
The Nolan Group 4 N Exeter St Baltimore MD 21202
Call Center Representative: Answered and quickly redirected up to 15 calls per hour.
Planned and coordinated logistics and materials for board meetings, committee meetings and staff events.
Provided resource information on HUD housing programs
Provided resource information to homeless people
Access housing systems to provide information
Development new housing ideas and submit to government contract
February 2014 to June 2016
Maximus* Call Center Baltimore, MD: Customer Service Representative: Enrolling citizens of Maryland for health coverage under the Affordable Care Act using the Maryland Health Connection HBX application; Data Entry of demographic and sensitive qualifying information into the online application to determine eligibility; Access to external government systems such as Medicaid Management Information Systems(MMIS) Perform tasks to assure Healthcare project and program service level requirements and goals are met Respond to customer inquiries received by telephone, Interactive Voice Response (IVR), or web based portal regarding information on programs and services Record customer interactions and transactions, by documenting details of inquiries, complaints, comments, and actions taken Evaluate healthcare eligibility for Medicaid, MCHIP and Private Health Plans electronically; Providing referral agency information.
Answered and quickly redirected up to 5 calls per hour.
Answered and quickly redirected up to 10 calls per hour.
Planned and coordinated logistics and materials for board meetings, committee meetings and staff events.
Managed office supplies, vendors, organization and upkeep.
Directed guests and routed deliveries and courier services.
March 2012 to November 2013
Motherhood Maternity Perry Hall, MD
Assistant store Manager: Trains store staff by reviewing and revising orientation to products and sales training materials; delivering training sessions; reviewing staff job results and learning needs with retail store manager; developing and implementing new product training. Evaluates competition by visiting competing stores; gathering information such as style, quality, and prices of competitive merchandise. Purchases inventory by researching emerging products; anticipating buyer interest; negotiating volume price breaks; placing and expediting orders; verifying receipt. Compiled annual recommendations for end of fiscal year budgets. Coordinated, scheduled and arranged meeting and travel calendars, including business and social events. Screened applicant resumes and coordinated both phone and in-person interviews.
November 2011 to July 2013
Radio Shack Baltimore, MD
Key Holder: Open and close the store at scheduled time. Make sure that the proper security system is established and the functions of the store are running smoothly and there is no threat to the belongings. In the absence of manager, handling cash counters, collects the cash and deposits store revenue. Make sure that all the employees are obeying the rules and regulation and are aware of the security affairs of the establishment.
October 2009 to July 2011
Woodholme Gardens Assisted Living Pikesville, MD
Lead Concierge: Answer phones, greet residents and their families; Complete tours to potential residents, Copying, faxing, making daily staff schedules and filing. Planned and coordinated logistics and materials for board meetings, committee meetings and staff events. Ordered and distributed office supplies while adhering to a fixed office budget. Managed office supplies, vendors, organization and upkeep. Directed guests and routed deliveries and courier services. Screened applicant resumes and coordinated both phone and in-person interviews. Answered and managed incoming and outgoing calls while recording accurate messages. Opened and properly distributed incoming mail.
Greeted numerous visitors, including VIPs, vendors and interview candidates.
Maintained a clean reception area, including lounge and associated areas.
Organized all new hire, security and temporary paperwork.
Assisted with event planning, including associated travel and logistical arrangements.
Education: 2007 Milford Mill Academy Baltimore Maryland, High School Diploma
2020 BCCC 3901 Liberty Heights Ave: In progress Communications
3.0 GPA Continuing education in at Baltimore City Community College
Coursework in Business Administration, Communications and Accounting
Microsoft PowerPoint certification training
Desktop publishing workshop
References: References available upon request.
Salary:Open
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