Customer Service Support

By

Rita J. Merlino

* ****** *** *******, ** ****0 609-***-**** E mail: ************@*****.***

Professional Summary:

Customer-oriented, successful at troubleshooting and handling customer support issues in a timely manner.

Energetic customer service representative with strong time management skills who thrives in a fast-paced, dynamic environment.

Dedicated Customer Service Representative who provides exceptional customer service through active listening and problem solving. Call Center Representative with expertise providing customer support in high call volume environments.

Exceptional computer aptitude and telephone etiquette.

Call Center Representative with expertise providing customer support in high call volume environments. Exceptional computer aptitude and telephone etiquette. Customer Service Manager with more than 25 years of professional customer service and leadership experience.

Skills

Customer relations

Adheres to customer service procedures

Strong problem solving aptitude

Excellent rapport building

Extremely loyal and reliable

Very strong work ethic

Detailed note taking

Do what it takes to have a satisfied customer

Follows office policies

Gets along with and works well with fellow workers Work History

April 2019-Current

Health Benefit Coordinator/Conduent

100 American Metro Boulevard

Hamilton, NJ 08601

. Answer all inbound calls from NJ Medicaid recipients with questions, concerns.

. Assisting with eligibility, enrollment, applications, HMO and many other issues.

. Send and receive in office emails to supervisors, leads and various departments when necessary.

. Build rapport with our callers, show empathy and concern for the concerns of the situations they're seeking our assistance with.

. Attend weekly meetings with my team and team leaders to discuss matters at hand. Make suggestions to better the experience for both our members and staff.

. Many other tasks and duties.

May 2016 to July 2018

Customer Support Specialist TicketNetwork 75 Gerber Road South Windsor, CT 06074

Effectively managed a high-volume of inbound and outbound customer calls. Addressed and resolved customer product complaints empathetically and professionally.

Defused volatile customer situations calmly and courteously.

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

Referred unresolved customer grievances to designated departments for further investigation.

Managed high call volume with tact and professionalism.

Acted professionally and patiently when addressing negative customer feedback. December 2013 to October 2015

Lead Generation/Appointment Setting Market Reach Lawrenceville, New Jersey Built rapport with gatekeepers to get them to transfer me to the decision makers.

Penetrate various targeted channels including the vending, convenience, hospitality, full service restaurants, retail, grocery, restaurant channels, dental laboratories and others. Qualify the leads to be sure they were the right fit for our clients.

Met daily quotas of required appointments.

Was one of just a few to get bonuses for perfect attendance.

Awarded for loyalty, putting forth effort to get the best quality leads for the clients. August 2007 to March 2010

Sales/Telemarketer Paper Roll Supplies Glastonbury, CT

Answered customers\' questions regarding products, prices and availability. Met weekly goals for the required number of sales for inside sales representatives. Emphasized product features based on analysis of customers\' needs. Completed daily cold call quota.

Made cold calls to businesses to pitch our paper products with company scripts. June 2000 to October 2007

Childcare Director World Gym/WOW Fitness Glastonbury, Ct

Established a safe play environment for the children.

Organized and engaged in recreational activities such as games and puzzles. Prepared weekly employee schedule, performed employee evaluations. Report to owners/managers at monthly meetings.

Collect money from members for services.

Oversaw employees in all 4 locations.

Shopped for supplies needed for each location.

April 1990 to November 1998

Office Manager Dr. Jerry Roth DMD New Britain, Ct

Set appointments for patients.

Set up financial arrangements for patients.

Prepared monthly billing statements and sent out to patients.

Calmed nervous or anxious patients.

Oversaw a staff of 8 employees.

Ordered supplies.

Maintained patient records and office utilities. Prepared payroll and employee schedules.

Education

1983

High School Diploma

New Milford High School New Miford, Ct

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