Customer Service Representative

Carmen Smith

Bluffton, SC ***** *****.*********@*****.*** 434-***-****

HIGHLIGHTS OF QUALIFICATIONS

•Excellent customer service even in high stress situations

•Experienced in de-escalating customers with positive outcome

•Strong oral and written communication skills; demonstrate critical listening skills with customers

•Successfully work independently and as part of a diverse team

•Experienced scheduling, planning and organizing

•Strong multi-tasking with time management skills

•Experienced and knowledgeable with technology to include Microsoft Office

EXPERIENCE

Patient Service Representative, TriWest Health Care Alliance (02/2016 – 08/2016)

•Managed approximately 90 inbound calls daily

•Inputted data for Veterans accurately and on daily basis

•Conversed with Veterans about their needs and wants and made sure they were met

•Utilized various software applications

•Set Meetings and made sure that all employees were on the same page

•Managed multiple task lists in accordance with directed timelines

•Consistently met department productivity and performance metrics

•Identified potential discrepancies between database system and Veteran’s information

Veterans Administration, Department of Veterans Affairs (May 2014 – December 2014)

•Made appointments and created schedules via phone, email, and in person

•Handled roughly 50 inbound and outbound calls a day

•Diffused escalated situations

•Approved hours worked and time off and submitted time sheets to allow timely pay for over 30 employees

•Assisted and educated military veterans on obtaining proper disability services

•Handled confidential paperwork and medical records

•Arranged and conducted training classes for new employees

Training Manager, United States Marine Corps (September 2010 – October 2012)

•Organized and planned annual training schedules for over 300 personnel to include officers

•Prepared legal documentation according to Navy and Marine Corps correspondence requirements

•Administered annual classes to junior and senior personnel

•Utilized Excel on a daily basis, creating spreadsheets to allow for efficient tracking of marine training

•Monitored planners and schedules, collaborating with senior leadership about accomplishments and upcoming events

•Experienced in handling secret material and communicating with senior leadership on daily basis

EDUCATION

Master of Arts in Communications, Liberty University (July 2020)

MILITARY EXPERIENCE

United States Marine Corps, Honorable Discharge (September 2007 – October 2012)

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