Call Center Data Entry

Agnes BAH

Greenbelt, MD *****

202-***-**** **.******@*****.***

Professional Summary

Proactive Call Center professional bringing excellent leadership skills and capability to help staff meet and exceed customer expectations. Equipped to train, monitor and manage high-performance teams in fast-paced environments. Personable and decisive with expertise in diplomatic conflict resolution and consumer behavior.

Skills

• Working independently in a remote work environment

• Outstanding oral and verbal communication

• Air call (proficient)

• 60 WPM data entry

• Organizational skills

• Conflict resolution

• Quality assurance

• Problem-solving abilities

• CRM software knowledge

• Time management

Work History

07/2019 to Current

Lead Call Center Coordinator

Family and Nursing Care – Silver Spring, MD

• Manage clients interactions across multiple channels, including phone, email, chat, and social messaging platforms

• Communicate with empathy, understanding and identify solutions to ensure guest satisfaction, diffusing conflicts

• Maintained relationships of both internal and external clients

• Performed a variety of concurrent tasks, handled escalations, time critical issues, maintained time sensitive records, and created reports

• Chart Review patient charts ensuring all procedural documentation and consent forms are present.

• Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.

• Executed Monthly Performance Plans with representatives to to identify production gaps.

02/2014 to 07/2019

Service Representative

S3 Shared Solutions – Linthicum, MD

• Answered 60 +calls per shift exceeding call target volume

• Resolved costumer dispute in a timely fashion by leveraging products knowledge

• Resolves and clarifies members' concerns, selects, and explains the best solution to solve the problems and follows up to ensure resolution

• Performs administrative duties to support and provide outstanding service excellence to members

• Accurately performs troubleshooting for technological issues from members related to the website applications including computer, internet, browser, online and mobile banking

• Provided excellent customer experience, handling questions about order status, shipping information, and tracking

• Handle customer escalations surrounding fees, charges, disputes, and banking policies.

• Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.

• Responded to customer calls and emails to answer questions about products and services.

Education

Certification: Medical Assistance

Medtech College - Silver

Business Administration

Montgomery College - Silver Spring, MD

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