Customer Service Representative
Resume:
Essence Polk
Jackson, TN *****
*******@*******.***
Work Experience
Customer Service Representative
UnitedHealth Group - Remote
January 2019 to Present
• Managelargeamounts of incoming phone calls
• Generate sales leads
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Provide accurate, valid and complete information by using the right methods/tools
• Meet personal/customer service teamsales targets and call handling quotas
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Keep records of customer interactions, process customer accounts and file documents
• Follow communication procedures, guidelines and policies
• Take the extra mile to engage customers
Collections Specialist
American Car Center / American Financial - Remote
March 2016 to January 2019
• Supervise assigned accounts to identify unresolved debts.
• Develop effective repayment plans.
• Follow-up with clients on overdue accounts.
• Oversee all monthly payments and refunds.
• Research and implement effective collection techniques.
• Perform all administrative duties related to ensuring office efficiency.
• Create monthly credit records.
• Respond to client account queries in a timely and professional manner. Customer Service Representative
AT&T - Jackson, TN
January 2012 to March 2016
• Maintaining a positive, empathetic, and professional attitude toward customers at all times.
• Responding promptly to customer inquiries.
• Communicating with customers through various channels.
• Acknowledging and resolving customer complaints.
• Knowing our products inside and out so that you can answer questions.
• Processing orders, forms, applications, and requests.
• Keeping records of customer interactions, transactions, comments, and complaints.
• Communicating and coordinating with colleagues as necessary.
• Providing feedback on the efficiency of the customer service process.
• Managing a team of junior customer service representatives.
• Ensure customer satisfaction and provide professional customer support. Customer Service Associate
Sam's Club - Jackson, TN
August 2007 to January 2012
• Maintains customer relationship by responding to inquiries; documenting actions.
• Prepares for customer inquiries by studying products, services, and customer service processes.
• Responds to customer inquiries by understanding inquiry; reviewing previous inquiries and responses; gathering and researching information; assembling and forwarding information; verifying customer’s understanding of information and answer.
• Records customer inquiries by documenting inquiry and response in customers’ accounts.
• Improves quality service by recommending improved processes; identifying new product and service applications.
• Updates job knowledge by participating in educational opportunities.
• Accomplishes customer service and organization mission by completing related results as needed. Education
Diploma in Business Administration
Bethel University - Jackson, TN
May 2016 to May 2019
High school diploma
Central High School - Bolivar, TN
August 2003 to May 2007
Skills
• Customer service (10+ years)
• Data entry (6 years)
• EMR systems (7 years)
• Epic (9 years)
Certifications and Licenses
First Aid Certification
CPR Certification
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