Call Center Representative

TRINITY CHAMBERS

ad5xsy@r.postjobfree.com 225-***-****

Summary

A Customer relationship management and telecommunications professional with 7 years of work experience and 4 years in high-volume inbound and outbound call center environments.

●Excellent communication and problem-solving skills coupled with high attention to detail and accuracy to provide each customer with a positive experience.

●Delivers 150% on KPI targets for 3 consecutive years.

Experience

Call Center Representative

Employment Development Department Jul 2019 - Present (3 years 3 months +)

●Use excellent communication, analytical and problem solving skills to provide solutions to phone service customers.

●Answered 100+ inquiries daily from Californians filing for unemployment, organizing important tasks and other administrative assistance related to the job in my home office.

●Assured seamless running of operations by troubleshooting internet initial claims and responding to all email inquiries from personnel, colleagues, managers, and claimants about services and resources.

●Upheld legal guidelines and internal policies and procedures by filing claims, scheduling determination interviews, resolving eligibility issues, and coordinating work service programs. ● Streamlined database by accurately recording customer details to ensure records were kept up to date, running ad-hoc reports, and disseminating data to fulfill customer report requirements to make sure all call center agents had relevant information for additional calls.

Remote Customer Service Specialist

Independent Living Systems June 2023- Present

●Insurance Verification through Anthem, BlueCross, LA CARE

●Increased personal sales by 25% through upselling and maintain claims ensuring they were done in timely manner

●Assisted with Housing, food, and medical services through Insurance Plan

●Worked with interpreters to help translate with Foreign Language Speakers

●Responsible for placing 50+ outbound calls daily outbound calls in order to elicit individuals to participate in public opinion surveys

Call Center Representative

Interviewing Service of America Dec 2018 - Nov 2020 (2 years)

●Led customer support in recovering overdue payments on accounts, tracking debtors down by phone or mail and assisting them to make payments by negotiating repayment plans, and encouraging them to find alternative payment solutions.

●Enhanced customer experience by quickly master product knowledge to be able to offer expert advice or escalate to correct departments as required.

●Attracted clients and improved brand awareness by processing inbound and outbound technical lsupport calls, closing an average of 80 calls per day (20% above quota).

●Answers 85+ calls daily in a high-volume call center environment

CHAMBERS - page 1

Education

Southern University and A&M College- Baton Rouge

Bachelors of Arts, Mass Communications

2013 - 2017

Licenses & Certifications

Certificate of Appreciation - Inglewood UI Center - Employment Development Department

Skills

call center • Product Knowledge • Microsoft Office • Typing • Customer Relationship Management (CRM) • Conflict Management • Online Data Entry • Customer Satisfaction • Attention to Detail • Business CommunicationsTRINITY CHAMBERS - page 2

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