Customer Service Representative
Resume:
Angelette Hancock-Delaney
Richmond, VA *****
*********@*****.***
Customer service representative with over 25 years experience in telephone and face-to-face customer service. Experience with troubleshooting, conflict resolution, cross selling. I have experience in health care and health insurance based customer service. Knowledgeable with most major customer service software, handling customer complaints and maintaining a positive and friendly disposition. Hoping to use my extensive experience to attain employment in a customer service role. Work Experience
Dispatcher
COMCAST, XFINITY - Richmond, VA
May 2015 to Present
Reviewed routes, daily traffic and weather conditions to adjust plans, meeting daily requirements and service needs.
Utilized various software systems to facilitate movement, planning and scheduling. Communicated with customers, vendors, shippers and internal staff members to verify current status and schedule delivery dates.
Coordinated and tracked extensive paperwork and electronic data related to logistics and material movement in present, past and future.
Assigned and scheduled drivers after verifying driver qualifications, licensure, criminal record and availability.
Pointed transportation providers to best routes and current travel conditions to assure on-time delivery. Kept detailed and updated records of calls in physical and electronic databases. Mental Health TechnicianMental Health Technician
CJW TUCKER PAVILLION
July 2006 to April 2014
Provide evaluation, assessment, treatment and discharge planning for patients Organize, develop and conduct group therapeutic activities Maintain up-to-date and accurate patient charts
Respond to emergency medical situations and provide crisis intervention during normal working hours Monitored patients' physical and emotional well-being and reported unusual behavior or physical ailments to medical staff.
Telecommunications Technician
Verizon - Richmond, VA
February 2006 to August 2009
Answered normal and after-hours service calls.
Read and interpreted technical documentation in order to accurately configure equipment. Continuously applied quality-improvement methodologies to improve work processes. Coordinated trunk testing with phone vendors to troubleshoot possible problems. Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Prioritized and organized tasks to efficiently accomplish service goals. Demonstrated self-reliance by meeting and exceeding workflow needs. Juggled multiple projects and tasks to ensure high quality and timely delivery. Customer Service Associate
Saxon Mortgage - Richmond, VA
February 2005 to February 2006
Delivered fast, friendly and knowledgeable service for routine questions and service complaints. Educated customers on special pricing opportunities and company offerings. Documented customer correspondence in CRM to track requests, problems and solutions. Met and exceeded productivity targets by handling every interaction with top-notch customer service. Assisted customers with making payments or establishing payment plans to bring accounts current. Customer Service Specialist Escalation Lead
SUNCOM MOBILE - Richmond, VA
August 1999 to January 2005
Delivered fast, friendly and knowledgeable service for routine questions and service complaints. Trained new employees on company customer service policies and service level standards. Answered customers' questions and addressed complaints in-person or by phone to immediately rectify issues.
Assisted operators with handling calls and took over escalated concerns to deliver expert solutions. Managed key account service, providing exceptional support to foster loyalty and retention. Processed customer account changes with proprietary software. Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.
Education
Aas in BUSINESS ADMINBUSINESS ADMIN
EDUCATIONEDUCATION Bryant and Stratton College
May 2005
James Madison University
January 1991
HIGH SCHOOL DIPLOMA
Armstrong High School - Richmond, VA
June 1988
Skills
• Crisis intervention
• Familiarity with CAD Message and Work Order Transfer Microsoft office software familiarity Calendar and Scheduling Software Active listener Work Crew Dispatch
Proficient in time management Verbal and Written Communication Ability to multitask Dispatch Recordkeeping
Adjusting Routes Critical Thinker
Monitoring Field Personnel
• Driving
• Pricing
• Organizational skills
• Software troubleshooting
• Customer service
• Logistics
• Databases
• Telecommunication
• Dispatching
• CRM software
• Discharge planning
• Transportation planning
• Typing
• GPS
• Transportation management systems
• Communication skills
Assessments
Typing — Completed
September 2022
Transcribing text
Full results: Completed
Call center customer service — Highly Proficient
August 2022
Demonstrating customer service skills in a call center setting Full results: Highly Proficient
Attention to detail — Proficient
August 2022
Identifying differences in materials, following instructions, and detecting details among distracting information
Full results: Proficient
Scheduling — Proficient
August 2022
Cross-referencing agendas and itineraries to avoid scheduling conflicts Full results: Proficient
Customer focus & orientation — Proficient
August 2022
Responding to customer situations with sensitivity Full results: Proficient
Customer service — Proficient
October 2022
Identifying and resolving common customer issues
Full results: Proficient
Work style: Reliability — Completed
August 2022
Tendency to be reliable, dependable, and act with integrity at work Full results: Completed
Sales skills — Highly Proficient
November 2022
Influencing and negotiating with customers
Full results: Highly Proficient
Medical receptionist skills — Highly Proficient
December 2022
Managing physician schedules and maintaining accurate patient records Full results: Highly Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
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