Service Representative Customer

Michelle Carlson

602-***-**** ********************@*****.*** 85308, Phoenix, Az USA

SUMMARY

Friendly and efficient, devoted to maximizing customer satisfaction with exceptional service and support. Knowledgeable standards with strong skill in retaining product and service information to provide effective issue resolution. Skilled in promoting sales to increase revenue while addressing diverse issues.

SKILLS

Effective customer communication

Application processing

Appointment scheduling

Agency resource eligibility

Knowledgeable in softwares

Well-trained in softwares

Recordkeeping and data input

Program understanding and advisement

Communication

EXPERIENCE

Eligibility Worker, Arizona Department Of Economic Security, November 2020-May 2021 Performed careful reviews of applicant data to ascertain compliance with eligibility criteria for economic assistance.

Conducted interviews with applicants, explaining benefits process and which programs were available.

Utilized [Software] when inputting applicant information into agency's computer system. Cultivated effective fact-checking and research talents from daily reviews of program eligibility requirements.

Conversed with people from different cultures daily, providing high level of respect and patience with each interaction.

Explained eligibility details and affordability options to patients with kindness and respect. Analyzed information from interviews, educational, and medical records, consultation with other professionals and diagnostic evaluations to assess clients' abilities, needs and eligibility for services.

Inbound Customer Service Representative, General Dynamics (Health Insurance Marketplace), April 2016-June 2019

Implemented basic troubleshooting and support techniques to enable speedy resolution of callers' issues.

Managed high volumes of inbound and outbound calls in fast-paced environment to build, cultivate and establish lucrative client relationships. Forwarded calls to management if outstanding issue required immediate resolution. Assistant Manager, Coronado LLC/ Chatelaine Funding Corporation, June 2009-June 2014 Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies. Developed training, assessment and performance monitoring programs to coach and mentor employees.

Reviewed sales reports to enhance sales performance and improve inventory management accuracy.

Conducted job interviews, led employee performance evaluations and rewarded top performers to attract and retain quality personnel. Assistant Manager, San Plumbing Supply, October 2009-May 2011 Analyzed trends, identifying consumer demand and forecasting seasonal trends to streamline operations.

Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies. Inbound Customer Service Representative, Capital Communications, February 2004-November 2006

Implemented basic troubleshooting and support techniques to enable speedy resolution of callers' issues.

Forwarded calls to management if outstanding issue required immediate resolution. Coordinated topics with call center scripts to handle consumer questions, delivering appropriate answers.

Completed paperwork within established guidelines to document consumer requests. Delivered fast, friendly and knowledgeable service for routine questions and service complaints.

EDUCATION AND TRAINING

GED

Brookline College, May 2013

LANGUAGES

English: C2

Proficient

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