Customer Service Representative

GLENDA CAPPS

*** *** */ ** *** *** · 325-***-****

*******@*******.***

PROFESSIONAL SUMMARY

Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player. Knowledgeable Service Representative adept at resolving customer concerns and building retention. Proficient in scheduling appointments, updating accounts and managing calendars. Offering over 30 years of customer relations experience and a deep understanding of Customer Service.

Experience

Disabled Veterans Solution-Identogo January 2022- Still Employed

Customer Service Representative

Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Answered customer telephone calls promptly to avoid on-hold wait times.

Answered constant flow of customer calls with minimal wait times.

Offered advice and assistance to customers, paying attention to special needs or wants.

Assisted callers with scheduling and pre-enrollment for fingerprinting.

Nexrep For Teladoc Services July 2021-December 2021

Independent Agent Custom Service Representative

Contracted with Nexrep for Teladoc Services (virtual medical

Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Answered customer telephone calls promptly to avoid on-hold wait times.

Responded to customer requests for products, services and company information.

Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.

City of San Angelo August 2018-June 2020

Administrative Assistant

Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.

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

Confirmed appointments, communicated with clients and updated client records.

Answered central telephone system and directed calls accordingly.

Answered phone promptly and directed incoming calls to correct offices.

Managed multiple tasks and met time-sensitive deadlines.

City of San Angelo March 2017-August 2018

Tour Guide

Answered questions, pointed out important features, and offered further details about special exhibits to educate visitors.

Built personal relationships with guests to promote positive experiences.

Guided large groups of people on tours of facilities.

Developed tour programming to enhance guest experiences.

Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.

Carried out day-day-day duties accurately and efficiently.

Entertained tour guests with various props and signs for maximum engagement, fun, and lasting memories.

Education

Ozona High School, Ozona, Tx — Highschool Diploma

Odessa College, Odessa, Tx

Skills

The bulk of my 40+ year career was spent in Law Enforcement related communications as an Operator for the TX Department of Public Safety, the ultimate customer service role. Other jobs have included administrative roles in both an oilfield office, and a historical museum. I type 85 wpm and am familiar

With Microsoft Word, Excel, Power Point, Five 9, and Adobe software as well as CAD and mapping/GPS systems. My twenty-two plus years in service of the public at DPS demanded punctuality, dedication, the ability to multi-task, innovative problem solving and the absolute necessity of diplomacy and courtesy especially when dealing with other law enforcement agencies and with persons in extreme, emergency situations. My current work as an Agent demands the same skills along with an ability to relate and empathize with callers. In addition, I have also served as a volunteer EMT and firefighter in our community.

Courteous with Strong Service Mindset

Call Documentation

Interpretation and Translation Services

Calm and Professional Under Pressure

Understanding Customer Needs

Issue and Complaint Resolution

Customer Data Confidentiality

High-Volume Environments

Responding to Difficult Customers

Accomplishments

Regional Commander’s Award (DPS) 1998

Recommended for the Communications Emergency Operations Team 2013

Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.

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