Call Center Customer Service
Resume:
LAKIEVA HUDLIN **** SUGARLOAF DR
SAN ANTONIO, TX 78245-1170
*******@*****.***
Customer Service Advocate
**/**/**** **/**/2022
San Antonio Water System (SAWS)
Answer inbound calls regarding water utility services. Assisted with bill reconciling, educated customers on Water utility details, applied payments to customers accounts. Performed account assessments for possible payment arrangement needs, offered various beneficial items for water saving ideas tailored to the customer's needs.
In addition to my core responsibilities, I was carefully selected for up-training for additional skill sets such as collections, high bill concerns, off non-pay, chat/email queries utilizing Salesforce, and anywhere my skills were needed. I was required to maintain a professional rapor, at which I excelled at.
06/2018-11/2018
Convergent
Answer inbound calls for utility inquiries, bill reconciliation, data entry.
07/2017-03/2018
Qualfon
Inbound calls for Farmers Auto and Home policies regarding various coverage information, billing inquiries, policy changes and updates, etc. Entering data with high accuracy. Meeting and/or exceeding call center metrics.
11/2016-03/2017
Accenture/BC Forward Temp Agency
Inbound calls from active and inactive employees regarding HR/Payroll inquiries. Entering data with high accuracy. Meeting deadlines for ticket entry and resolutions. Meeting and/or exceeding call center metrics.
Kelly Services/ State Farm Insurance Austin Texas
CSR/Help desk
11/2015-08/2016
Inbound calls from agents and agent staff regarding claims information, benefits/coverage, product knowledge, detail oriented, FCR, de escalate irate situations.
Meeting and/or exceeding call center metrics.
Kohls Department Store, San Antonio, Texas
Sales/CSR
Sep 06, 2013 - Aug 02, 2015
Inbound calls from consumers regarding order fulfillment issues, password resets and assistance with creating an online shopping account with Kohl's. Assist store personnel with various online information regarding inventory. I also was one of the few chosen to tour our collections dept due to my high quality assurance scores and attendance, assisting with a pilot program to merge customer service into collections, therefore creating more a soft collection approach. Meeting and/or exceeding call center metrics.
KGB, San Antonio,Tx
CSR/TSR
Mar 06, 2013 - Jun 20, 2013
Answer inbound inquiries pertaining to technical support for phone, TV and internet, upselling products and services.
Entering data for tickets, and orders for products and services with high accuracy. Also assisting field technicians with various inquiries. Meeting and/or exceeding call center metrics.
Transcom North America, San Antonio,Tx
CSR/TSR
May 29, 2012 - Dec 31, 2012
Answer inbound technical and billing inquiries, problem solving, upsell, customer retention. Some collections. Entering data for tickets, and orders for products and services with high accuracy. Also assisting field technicians with various inquiries. Meeting and/or exceeding call center metrics.
Afni, SAN ANTONIO, Texas
CSR
Oct 06, 2010 - Jan 23, 2012
Answer inbound calls, reconcile customer accounts, trouble shoot, sales and upselling, Collections. Entering data for tickets, and orders for products and services with high accuracy. Also assisting field technicians with various inquiries. Meeting and/or exceeding call center metrics.
UnitedHealth Group, San Antonio, Tx
CSR
Nov 03, 2008 - Mar 31, 2009
Explain benefit information to members. Inbound member service calls. Data entry, and problem solving skills. Also assisted network providers with various coverage information. Meeting and/or exceeding call center metrics.
Eurostaff, Temporary agency San Antonio, Tx
CSR
Jul 06, 2007 - Dec 09, 2007
Answer inbound calls, reconcile bills, educate customers on utility bills. Entering data with high accuracy. Meeting and/or exceeding call center metrics.
United Healthcare Care, San Antonio, Texas
Customer Service Representative
Oct 02, 2006 - Jun 19, 2007
Received inbound phone calls from providers and members inquiring about benefit information. Meeting and/or exceeding call center metrics.
Citibank, San Antonio, Texas
CSR
Jun 06, 2004 - Nov 20, 2005
Inbound call center, agent coaching and assistance, referral/sales training, superior customer service training, reconcile accounts, problem solving, trouble shooting. Meeting and/or exceeding call center metrics.
American Funds, San Antonio, Texas
Processor
Jun 06, 2003 - Mar 06, 2004
To Process distribution of shareholders funds, maintain 100% accuracy, Pay attention to detail, use analytical skills, data entry. Meeting and/or exceeding call center metrics.
LA QUINTA, San Antonio,Tx
CSR/SUPPORT
Nov 01, 1998 - Jul 04, 2002
Inbound calls from consumers regarding various reservation inquiries, agent support, data entry, some supervisory experience. Meeting and/or exceeding call center metrics.
Education
High School completion year 1997.
Proficiency skills include Microsoft, excel, outlook, access, word, various ticket data systems, sales force, work day, Siebel,etc.
Achievements
I received many rewards for providing superior customer service support including a prestigious compliment to our CEO at San Antonio Water System. I also maintained above minimum quality scores on my customer interactions. As a result of my achievements, I was selected for various special projects, additional trainings which made me an asset to my company.
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