Customer Service Call Center

RENEE WAGES 512-***-****

Leander, TX, *****

**************@*****.***

S U M M A RY

A highly successful Call Center Agent with years of experience developing and implementing customer service programs, CRM systems, and telephony platforms aimed at retaining customers and improving the customer experience. I have a proven ability to lead teams in the quest to deliver excellent service and develop knowledge and skills using effective communication styles and journey- mapping techniques.

P R O F E S S I O N A L S K I L L S

Time Management

Skip Tracing & Internet Research

Strategic Thinking

Phone Systems

Problem Solving

Inbound & Outbound Call Management

Order Processing/Transaction Management

W O R K E X P E R I E N C E

Call Center Agent Jun 2024 - Present

Kobie Marketing Inc. St Petersburg, FL

Consistently met metrics and goal set by supervisor. Maintained a high level of knowledge about company products, services, and policies. Demonstrated proficiency in using CRM software to track and update customer information, resulting in 20% improvement in data accuracy.

Consistently met and exceeded call center KPIs, contributing to a 30% overall increase in team productivity. Built a positive rapport with customers over the phone. Participated in team meetings and training sessions. Responded to member telephone calls and assisted with information requests. Customer Service Agent Feb 2024 - May 2024

Foundever Nashville, TN

Monitored customer service metrics and provided recommendations for improvement. Monitored customer satisfaction surveys and took corrective action when necessary. Collaborated with other departments to ensure customer satisfaction. Analyzed customer feedback to identify potential areas of improvement. Proactively identified customer needs and provided solutions. Renee's Busy Bee Services Jan 2014 - Jan 2024

Renee's Busy Bee SErvices Leander, TX

Performed regular maintenance and cleaning of air vents, windows, and other hard-to-reach areas Assisted in the delivery and pickup of supplies and equipment Cleaned and maintained carpets and upholstery using appropriate cleaning agents Coordinated with other departments to ensure timely completion of tasks Washed walls, windows, and other surfaces

Communicated effectively with coworkers and supervisors Personal Care Assistant (PCA) Jun 2020 - Jul 2021

Texas home Health Nacogdoches, TX

Assisted with personal hygiene and grooming activities Educated clients and families on proper care techniques Developed and implemented activities to promote cognitive and physical development in clients Assisted clients with light housekeeping tasks such as laundry and meal preparation Assisted clients with medication management

Assisted with physical and occupational therapy treatments Ensured clients' medical appointments were kept and followed up on Ensured clients' needs and preferences were respected Educated clients and families on proper nutrition and health maintenance Assisted with post-hospitalization care

Seasonal Sales Associate Nov 2017 - Jan 2018

James Avery Jewelers Wichita Falls, TX

Ensured that store merchandise was properly displayed Maintained a high level of product knowledge

Performed light maintenance and housekeeping duties Operated a cash register and handled cash transactions Resolved customer issues in a timely manner

Provided excellent customer service to ensure customer satisfaction Identified and communicated customer needs to management Updated customers on new products and services

Worked efficiently to meet sales goals

Collaborated with team members to meet sales goals Tech Supervisor Westlake Eye Specialists Jan 2007 - Dec 2013 Westlake Eye Specialists Westlake, TX

Monitored patient progress and reported any changes to the ophthalmologist Assisted in the development of patient treatment plans and follow-up care instructions Evaluated patient charts and medical histories to determine necessary tests Scheduled and coordinated patient appointments and consultations Participated in continuing education and training to stay up-to-date on new developments Applied eye drops and other medications to patient's eyes as directed Instructor at Austin Community College Apr 2009 - Dec 2010 Austin Community College Austin, Texas

OPTS 1019

Overview of procedures used in an optical, optometric or ophthalmological office instruction on government, third party and other managed care insurance claims maintenance of patient records, safety regulations, correspondence and ethics. HIPAA and OSHA compliance

MDCA 1009/MDCA 1076/MLAB101

Asepsis and infection control

taking patient histories and vital signs, performing first aid and CPR preparing patient for procedures

assisting physician with exams and treatments

collecting and processing specimens

performing and collecting diagnostic tests

administering medication as directed by physicians medical records, billing, bookkeeping, patient scheduling and completion of insurance claim forms Clinical Research Director Brian Berger, MD Jan 2006 - Jan 2007 Brian Berger, MD Austin, TX

Designed and implemented risk management plans for all clinical research projects Negotiated contracts with vendors and other subcontractors Conducted clinical trials in accordance with GCP and applicable regulations Assessed safety and efficacy of products and reported results Interpreted and reported results of clinical trials to executive management Tracked and reported progress of clinical trials to regulatory agencies Clinical Education Director/Austin Retina Assoc Jan 2000 - Jan 2006 Austin Retina Associates Austin, TX

Developed and implemented strategic plans to increase department productivity and quality of services Oversaw the development of new policies and procedures to enhance operational efficiency Coordinated with other departments to ensure a smooth workflow Assisted in the maintenance of patient confidentiality Assisted in the preparation of patient rooms for procedures and treatments Assisted in the preparation of patient education materials Assisted in the preparation of patient care plans

Performed basic laboratory procedures such as blood draws and specimen collection Assisted in the collection of data for research and studies E D U C ATION

Bachelor of Applied Science: Psychology and Social Services 2018 Vernon College, Wichita Falls, TX

C E R T I F I C ATIONS

JCAHPO Certified Ophthalmic Assistant 2002

R E F E R E N C E S

Hayley Chavez. Work Services Manager, Legal Zoom. 512-***-**** Adrianna Morris. Owner, Annie's Nails 945-***-**** John Hemple. Owner, John's Pool and Supplies. 817-***-****

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