CHEYENNE WEST

Professional Summary

Knowledgeable and dedicated customer service professional with extensive experience in the call center industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Well-versed in industry standards and best practices.

Work History

Kaiser Permanente - Medical Call Center Representative

Los Angeles, CA

04/2023 - 09/2023

Achieved high satisfaction rating through proactive one-call resolutions of customer issues.

Educated customers on company systems, form completion, and access to services.

Placed outbound customer service or customer satisfaction calls to follow up on issues.

Processed debit and credit card and electronic check payments.

Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.

Performed various clerical duties by filing and faxing documents and creating customer databases.

Boosted customer service satisfaction ratings through consistent quality control.

Investigated and resolved customer inquiries and complaints quickly.

Life Alert - Emergency Response Agent

Woodland Hills, CA

03/2022 - 03/2023

Assessed emergency requests and made quick judgment calls to determine appropriate action.

Followed established protocols for professional handling of emergency situations.

Read system maps and caller information, and documented details in system.

Directed responders using assigned mapping systems for timely emergency attendance.

Offered friendly and efficient service to customers, handled challenging situations with ease.

Proved successful working within tight deadlines and a fast-paced environment.

Relayed latest information to first responders via electronic means, telephone calls, and radio responses.

Answered calls from automatic routing system and took basic information from callers.

Routed calls to police, fire, and ambulance service to meet individual call needs.

Assisted callers in emergency situations with appropriate information and support.

Automated document flow by ensuring logbooks and fire, accident, and emergency reports were maintained with 100% accuracy.

Campaign Offices - Data Entry Clerk

11/2021 - 02/2022

Scanned documents and saved in database to keep records of essential organizational information.

My department Increased data entry efficiency by 50% through streamlined processes

Applied data entry knowledge skills to resolve indecipherable or garbled messages.

Compiled data and reviewed information for accuracy prior to input.

Reduced data errors by 98% by managing multi-step QA process.

Kept optimal quality levels to prevent critical errors and support team performance targets.

Supported multiple departments with special projects.

Performed more than 10,000+ hourly 10-key actions or 250 lines per hour while maintaining accuracy of 98% or more.

Evaluated source documents to locate information needed for each data entry field.

Completed data entry tasks with accuracy and efficiency.

Drafted reports for upper management as directed.

Temporary contract position through Staffing Agency.

Allan Rosenthal & Associates AC - Administrative Assistant/Receptionist

06/2021 - 10/2021

Answered multi-line phone system, routing calls, delivering messages to staff members.

Executed record filing system to improve document organization and management.

Sorted and distributed office mail and recorded incoming shipments for corporate records.

Coordinated and updated information in QuickBooks.

Restocked supplies and placed purchase orders to maintain adequate stock levels.

Created and updated physical records and digital files to maintain current, accurate and compliant documentation.

Conducted thorough research using diverse resources to assist professional staff with routine and special project tasks.

Kept reception area clean and neat to give visitors positive first impression.

Provided clerical support to company employees by copying, faxing and filing documents.

Developed and updated spreadsheets and databases to track, analyze and report on performance and sales data.

Temporary contract position through Staffing Agency.

PennyMac Loan Services - Customer Service Representative/Data Entry Clerk

02/2021 - 05/2021

Responsible for handling customer inquiries/ requests and for the timely completion of a variety of routine functions, while working to ensure customer satisfaction and retention through cross-selling products.

Ensured that all loan servicing requirements are met as specified by the investor and regulatory agencies.

Receive/service inbound calls from current customers.

Provided general account information to customers including, inquires regarding payments, escrow, taxes, payoffs and loan documents.

Conducted preliminary and basic research in order to respond to routine inquires.

Processed customer payments via phone.

Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.

Met and exceeded outlined production and quality standards

Interacted with other PennyMac servicing departments to solve customer requests and resolve issues.

Campaign Offices - Data Entry Clerk

01/2020 - 03/2020

Compiled data and reviewed information for accuracy prior to input.

Entered numerical data into databases with speed and accuracy using 10-key pad.

Managed documents by organizing forms, making photocopies, filing records, preparing correspondence and creating reports.

Drafted reports for upper management as directed.

Reviewed completed work for compliance with regulations.

Performed more than 9,000+ hourly 10-key actions while maintaining 98% accuracy rate.

Managed large data projects, including workflow scheduling, data entry and accuracy verification.

Outlined appropriate processes and procedures to fulfill and complete inquiries.

Corrected any data entry error to prevent later issues such as duplication or data degradation.

Entered client information into databases quickly and with minimal errors.

Temporary contract position through Staffing Agency.

Anthem Blue Cross - Customer Service

12/2017 - 12/2019

Completed data entry and database updates with focus on accuracy and efficiency.

Monitored updates to company databases and corrected any identified errors.

Identified and resolved system and account issues.

Input client information into spreadsheets and company databases.

Verified and logged in deadlines for responding to daily inquiries.

Compiled statistical information for special reports.

Identified, corrected reported data entry errors.

Transcribed data after verifying accuracy.

Evaluated source documents to locate information needed for each data entry field.

Corrected any data entry error to prevent later issues such as duplication of data degradation.

Entered numerical data into databases with speed and accuracy using 10-keypad.

Fresh Realm Incorporated - Call Center Rep

09/2015 - 12/2017

Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.

Achieved and consistently exceeded revenue quota through, cross-selling, up-selling and add-ons and offered promotional items to increase sales by 30%.

Processed customer order, quote and return transactions and offered additional products and services.

Answered phone with friendly greeting to create positive inbound calling experience for customers.

Furnished accurate product information and shipping instructions and offered alternatives for out-of-stock items to support customer buying decisions.

Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.

Resolved complaints efficiently to satisfy customers and encourage future transactions.

Offered technical support for online purchases and helped customer navigate website to facilitate buying process.

Monitored scheduled shipment dates to promote timely product delivery and increase customer satisfaction.

Educated customers about billing, payment processing and support policies and procedures.

Provided accurate information about promotions, customer programs and products, helping drive high customer retention.

Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.

Communicated with vendors regarding back order availability, future inventory and special orders.

Answered average of [Number] calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.

American Tooth Industries - Data Entry Operator

08/2014 - 08/2015

Create orders for dentist and Ortho offices.

Enter all new customers into system.

Monitored updates to company databases and corrected any identified errors.

Identified and resolved system and account issues.

Sorted source documents and organized them to be filed.

Documented data entry completions in corresponding logbooks.

Verified that information in computer system was up-to-date and accurate.

Identified, corrected, and reported data entry errors.

Input client information into spreadsheets and company databases.

Organized billing and invoice data and prepared accounts receivable.

Executed data verification to ensure expedient error detection.

Entered numerical data into databases with speed and accuracy using 10-key.

Maintained databases, mailing lists, telephone networks, and other information to facilitate functioning of health education programs.

Completed data entry tasks with accuracy and efficiency.

Received incoming calls and handled data requests from dental companies.

Milpledge Veterinary Agoura hills - Receptionist/ Administrative Assistant

02/2013 - 07/2014

Developed more efficient filing systems and customer database protocols.

Provided support for CEO and sales team in managing operation workflow.

Supported office operations, managed client correspondence, ensured record tracking, and handled internal communications.

Oversaw staff correspondence, record tracking, and data communications, which resulted in effective automation of office operations.

Created weekly and monthly reports.

Managed new files and retrieval requests with speed and accuracy.

Oversaw office inventory by restocking supplies and submitting purchase orders.

Received incoming packages and mail, dispersed parcels and correspondence, and shipped outgoing items daily.

Maintained reception area in orderly manner to provide visitors with positive first impression of company.

Managed office inventory by restocking supplies and placing purchase orders to maintain adequate stock levels.

Performed general office duties, including answering multi-line phone systems, routing calls, delivering messages to staff, and greeting visitors.

Interacted with vendors, contractors, and professional services personnel to receive orders, direct activities, and communicate instructions.

Monitored premises, screened visitors, updated logs, and issued passes to maintain security.

Drafted professional memos, letters, and marketing copy to support business objectives and growth.

Executed record filing system to improve document organization and management.

Prepared packages for shipment, pickup, and courier services for prompt delivery to customers.

The Home Depot - Service Desk Analyst

09/2012 - 01/2013

Managed high-volume of inbound and outbound customer calls.

Responded to customer requests for unavailable products and suggested other suitable options.

Returned all routine and general customer calls promptly.

Assisted customers with store and product complaints.

Confirmed that appropriate changes were made to resolve customers' problems.

Exercises sound judgment in issuing credits and making exceptions to customer policies to maintain high levels of customer satisfaction.

Processed merchandise returns and exchanges, processing up to 50 customers daily.

Maintained up-to-date knowledge of store policies regarding payments, returns, and exchanges to provide speedy and accurate service to each customer.

Contributed to team success by filling in on cashier duties, providing product assistance, merchandising shelves, and cleaning customer areas.

Answered customers' questions and addressed problems and complaints in person and via phone.

Liaised between customers and retail buyers to expedite orders and meet customer demands.

Prepared and sold broad range of customized merchandise to individuals and commercial accounts.

Marriott Residence Inn - Front Desk Associate

10/2011 - 08/2012

Greeted, registered, and assigned rooms to 100+ guests per day.

Verified and collected client payments.

Contacted customers and guests to confirm reservations.

Provided bookkeeping of important files.

Answered phone and emails to make reservations and take guest information.

Fielded customer complaints and rectified issues.

Balanced needs of multiple customers simultaneously in fast-paced environment.

Kept accounts in balance and ran daily reports to verify totals.

Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.

Explained all details regarding property, including restaurants, pool/spa, and fitness center to acclimate patrons to resort environment.

Provided guests with above-and-beyond service, including making outside venue reservations and setting up tours.

Xerox Corporation - Customer Service Specialist

02/2009 - 10/2011

In-bound call center for Medicare Part D members.

Processed customer order, quote and return transactions and offered additional products and services.

Answered phone with friendly greeting to create positive inbound calling experience for customers.

Monitored scheduled shipment dates to promote timely product delivery and increase customer satisfaction.

Educated customers about product terminology, features and benefits to improve sales and customer satisfaction.

Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.

Resolved complaints efficiently to satisfy customers and encourage future transactions.

Maintained organized and secure customer files to facilitate customer support and follow-up.

Handled 30 to 50 inbound calls per shift to provide callers with product and service information and generate quotes.

Responded to customer requests, offering excellent support and tailored recommendations to address needs.

Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.

Investigated and resolved customer inquiries and complaints quickly.

ad010w@r.postjobfree.com

805-***-****

Woodland Hills, CA 91364

Skills

60 WPM

Microsoft Office

Payment, Order, and Refund processing

Issue and Complaint Resolution

Quality Assurance

Time Management

Customer Retention Strategies

Upbeat and Positive Personality

CRM Software

Inventory Oversight

POS Systems and Ordering Platforms

Inbound and Outbound Calling

Data Entry and Maintenance

Online Chat Support

Education

07/2010

Adolfo Camarillo High School

Camarillo, CA

High School Diploma: General education

Graduated with 3.3 GPA

Member of A.S.B

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