John Ward - Remote CSR

***- ***-**** ad39n1@r.postjobfree.com Rochester, NY 14450

PROFESSIONAL SUMMARY

I am a friendly, thorough customer service representative, with 4 years' experience. This includes Healthcare experience, retail, safety, Nevada state benefits, and others. I enjoy helping people with my work. I am seeking a CSR job with a company, or with a BPO, to grow my skills and talents with customer service. SKILLS

Communication Empathy Healthcare experience

Multi-tasking Interpersonal Skills Detail oriented

Thorough Active Listening CRM systems

Calm Under Pressure Friendly, Positive Attitude Phone/Video Skills EXPERIENCE

Event Producer & CSR

Freelance, 2022 - Current

I am actively pursuing work as a customer service representative.

I have continued to work on freelance event production projects while I have not had a steady CSR position.

Customer Service Representative

Velocitii, LLC, 2022 - 2023

Handled a high volume of healthcare customer inquiries in a dynamic call center setting, maintaining a consistent performance with call and satisfaction metrics between 90%-100%

Documented all customer interactions comprehensively, ensuring accurate tracking of inquiries and resolutions provided.

Worked collaboratively with team members to enhance the overall customer service experience, efficiently leveraging multiple computer systems and search tools to address customer needs.

Documented, researched and resolved customer service issues.

Built trusting relationship with customers to better understand needs.

Delivered fast and friendly service to handle questions and service complaints.

Anticipated needs and resolved problems to keep customers happy.

Met personal, team and company goals in customer service environment. Customer Service Representative

Sutherland Global, 2020 - 2020

• **Overlaps with Alorica job**

• In-bound CSR service and sales calls (40-50/ day).

• Provided tech support to Internet/Voice/TV Customers.

• Became an expert with trouble shooting customers' internet and TV systems. Customer Service Representative

Alorica, Inc, 2020 - 2022

Worked with a variety of clients at this position, including healthcare.

• Provided efficient and courteous support to a diverse client base, ensuring high levels of customer satisfaction.

• Surpassed key performance indicators for call volume and customer satisfaction, consistently achieving scores between 89% and 99%.

• Employed analytical skills

EDUCATION

Bachelor of Arts: English/History

George Mason University, Fairfax, VA

LANGUAGE

English

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