RICKY TURNER

ad3oo3@r.postjobfree.com 816-***-**** Kansas City Mo. 64129

Customer Service Professional

Professional Summary

Highly skilled in call center management, training, recruiting, service solutions, and innovative marketing concepts. Customer Service Supervisor with more than 20 years of professional customer service and leadership experience, efficient in motivating others to reach their goals.

Skills

Talented client relations manager

Adheres to customer service procedures

Skilled in call center operations

Customer interface expertise

Strong problem-solving aptitude

Multi-line phone operation proficiency

Exceptional workflow management

Completed telephone training seminar

Familiarity with Key Performance Indicators (KPIs)

Avaya Software knowledge

Professional History

ISM Representive (Remote)

Aetna Insurance 800 NW Chipman 02/2023 to 02/24

Answered Members medical and pharmacy questions

Assisted doctor office with questions

provided research with billing

Customer Service Representative (Remote)

CVS Caremark 800 NW Chipman Rd Lee Summit No 64050 03/2015 to 02/2023

Answering calls regarding prescriptions

Resolved members concerns and complaints

Assisted with projects

Russell Stover 4900 Oak St. Kansas City Mo. 64112 11/2013 to 3/2014

Assured clients with orders

Maintained order flow

Maintained Inventory

Customer Service Supervisor

Asurion 8800 Ward Parkway, Kansas City, MO 64114 09/2004 to 06/2012

Answered a constant flow of customer calls with up to 100 calls in queue per minute.

Addressed and resolved customer product complaints empathetically and professionally.

Gathered and verified all required customer information for tracking purposes.

Defused volatile customer situations calmly and courteously.

Accurately documented, researched, and resolved customer service issues.

Mastery of customer service management systems and databases.

Referred unresolved customer grievances to designated departments for further investigation.

Prepared reports and communication for senior management and clients.

Oversaw call center employees to ensure customer satisfaction goals were consistently met.

Customer Service Representative

Farmers Insurance Group 12100 Strange Line Rd, Olathe, KS 01/1998 to 07/2004

Managed customer calls effectively and efficiently in a complex, fast-paced, and challenging call center environment.

Defused volatile customer situations calmly and courteously.

Gathered and verified all required customer information for tracking purposes.

Education

Business Administration Texas Southern University 280 Wheler Ave, Houston, TX 77004

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