Customer Service Call Center

Brenda L. Thrower

** ***** ******, ****, ***** Carolina 29745 Phone Number 803-***-****) **********@*****.***

SUMMARY OF QUALIFICATIONS

•30 years of customer service experience offering support & problem-solving in demanding call center environments for public utilities and leading industry technology employers.

•The ability to resolve complex issues including curriculum development and implementation, parent-teacher communication, and supervision of assistant teachers as needed.

•Business orientated with a strong capability to think outside of the box, led by example, with the ability to communicate effectively, negotiate, compromise, and accomplish a successful result.

•Care and supervision of a classroom of children.

•An unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues, and win customer loyalty.

•Strategic relationship/partnership-building skills -- listen attentively, solve problems creatively, and use tact and diplomacy to find common ground and achieve win-win outcomes.

PROFESSIONAL EXPERIENCE

Smart Kids Child Development

2-Year-Old Teacher(October 2023 – Present)

Attend required training (CPR, OSHA, etc).

Perform first aid and CPR if needed.

Take care of kids change diapers give out snacks take kids outside take trash out get kids ready before getting pick up

Prepare formulas, feeding, bathing, playing games, monitoring and maintaining safe and very careful watch over the kids.

Maintain a neat, well organize, and attractive prepare environment consistent with Montessori pedagogy.

Develop and deliver lessons following the Montessori method to encourage the development in reading and sensory skills.

Complete LAUSD referrals for students needing additional support, particularly in language development and participate in IEP meetings when applicable.

Administer ASQ'S and ASQ-SE for each student.

Develop and deliver lessons following the Montessori method to encourage the development in reading and sensory skills.

Gale Pacific Charlotte, North Carolina

Customer Service Representative (January 2023 – October 2023)

Direct communication with customers and consumers

Responded promptly to customers' inquiries via phone or CRM.

Handled and resolved customer complaints.

Processed orders and return authorizations.

Processed warranty claims

Gathered information for quality control reporting.

Checked customer portals to update order status, inventory levels, return authorizations.

Interfaced with finance, marketing, and sales as needed.

Iqor, Inc

Customer Service Representative (September 2019 – December 2022)

Tactfully handled Illinois customer requests, complaints, billing questions, as well as payment extension

Entered orders to set up new service, turn on, turn off, transfer existing service.

Answered basic billing questions.

Transferred customers to make payments and provided 3rd party payment locations.

Maintained excellent listening skills along with verbal and written communications.

Effectively performed in a fast paced, high volume call center environment, using call control, as well as professional and polite telephone etiquette.

Offered customers several programs and solutions to assist current financial status, including setting up payment arrangements.

Updated and maintained client records in the system, as well as placed technician requests in the system during outages.

Dominion Energy, Gastonia, North Carolina

Customer Service Relations Specialist (April 2018 – September 2019)

•Tactfully handled PSNC and SCEG customer requests, complaints, billing questions, as well as payment extension

•Placed orders to set up new service, turn on, turn off, and transfer existing service.

•Answered basic billing questions.

•Accepted payments and assisted with the essential needs of the customer.

•Maintained excellent listening skills along with verbal and written communication.

•Effectively performed in a fast paced, high volume call center environment, using call control, as well as professional and polite telephone etiquette.

•Offered customers several programs and solutions to assist current financial status, including setting up payment arrangements.

•Updated and maintained client records in the system, as well as placed technician requests in the system during outages.

AmerisourceBergen, Fort Mill, South Carolina

Patient Case Coordinator, (December 2016 – April 2018)

Answers basic clinical and program inquiries.

Coordinates access to therapies, schedules and conducts appropriate follow-up, and facilitates access to appropriate support services.

Facilitates access to appropriate support services, including reimbursement counseling, nursing hotline, and support.

Processes incoming enrollment forms for the program.

Follows up via phone, mail, and/or fax for missing enrollment information.

Supports payer research, health care policy library, and state management.

Identifies other sources of health care coverage for patients through simple queries and use of the PayerPlus database.

Works on problems of limited scope. Follows standard operating procedures in analyzing data from which answers can be readily obtained. Builds stable working relationships internally.

Typically receives general instructions on routine work, detailed instructions on new projects or assignments.

Performs related duties as assigned.

EDUCATION

York Technical College, Rock Hill, South Carolina

Associates of Business Administration, August 1986

REFERENCES: Available upon request

Contact this candidate