Customer Care Data Entry
Resume:
Detra Barnum
Summary:
● Customer care professional with 12+ years of experience handling customer calls and ensuring customer satisfaction in all concerns with companies such as Nspire Outreach, Tropical Medical Marketing, and The State of Maryland.
● Extensive experience handling inbound calls to either de-escalate customer complaints, or to assist them in placing product orders.
● Proficient in utilizing programs such as SAP and PeopleSoft to monitor, track orders, and record customer interactions.
● Associates in Human Services from University of Phoenix. Professional Experience:
Hendall Corporation (Remote) Atlanta Georgia 02/2022 – 3/2022 Quality Monitor (Contract)
● Telephonic survey monitoring of all product lines, including recorded voice and screen, side-by-side.
● Completed trending reporting and make suggestions to Quality and Development Lead (Lead) for refresher courses and enhancement to training materials.
● Maintained all quality tracking logs.
● Worked closely with Supervisors to review results for each team, including Quality Scoring individually and in the aggregate as well as any policy/procedure infractions.
● Performed audits on records as outlined per client obligations and to ensure quality of data entry.
● Validated accuracy of calls, chats, emails, and case records. Waffle House Buford Georgia 08/2021 – 11/2021
Waitress
● Maintained table appearance by pre-bussing, check drink levels and removing clutter.
● Kept station clean, set up and took down station tables appropriately.
● Presented check for payment and provides change as needed.
● Took food and beverage orders, gave food orders to kitchen, and delivered orders. The State of Maryland 3/2021 – 5/2021
Call Center Agent (Contract)
● Assisted with the status of UI Claims.
● Assisted with providing proper documentation.
● Analyzed information to determine the appropriate claim type for unemployment insurance benefits.
● Verified eligibility and ensured prompt payment of benefits.
● Took initial claims by the evaluating facts and detecting eligibility issues.
● Obtained work and wage information by interviewing claimants and employers. Hire Dynamics Duluth Georgia 09/2020 – 12/2020
Staffing Specialist (Contract)
● Sourced for talent to employ them for work in South Carolina.
● Recruited, interviewed, evaluated, and assigned staff to meet client organization needs.
● Troubleshoot and resolved problems with staff, assignments, or client organizations.
● Documented and tracked metrics about satisfaction and quality.
● Provided guidance and orientation to staff to prepare them for assignments.
● Communicated with client organizations and build strong, long-term relationships. NSPIRE OUTREACH, INC. Lawrenceville Georgia 06/2017 – 2/2019 Call Center Agent
● Contacted donors to schedule appointments for picking up donations.
● Answered all questions received from potential donors, ranging from program clarification to coordinating pick up.
Tropical Medical Marketing, Lakeworth, FL 2/2017 – 5/2017 Customer Service/Quality Assurance
● Answered calls were transferred from Openers with clients interested in purchasing back braces.
● Listened and evaluated representatives following scripts written by Managers to ensure appropriate changes were made to resolve customer concerns.
● Kept records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken into PeopleSoft.
● Obtained and examined all relevant information in order to assess complaints and to determine possible causes. Navex Global Security and Compliance, Norcross GA 2/2015 – 1/2017 Communications Specialist
● Effectively managed a high-volume of inbound and outbound customer calls.
● Successfully handled irate callers and made sure the customer was satisfied before the end of call.
● Executed daily operations of handling incoming calls up to 50 calls in queue.
● Checked to ensure that appropriate changes were made to resolve customer concerns.
● Obtained and examined all relevant information in order to assess complaints and to determine possible causes.
● Referred unresolved customer grievances to designated departments for further investigation. Chico's FAS, INC. Winder, GA 06/2010 – 12/2017
Customer Service Representative
● Checked to ensure that appropriate changes were made to resolve customer complaints.
● Executed daily operations of answering incoming calls and placing orders for customers from catalog.
● Obtained and examined all relevant information in order to assess validity of complaints and to determine possible causes.
● Kept records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
● Recommended accessories and other items to order with product customers ordered.
● Successfully handled irate callers and made sure the customer was satisfied before the end of call.
● Solicited sale of new and additional services and products.
● Referred unresolved customer grievances to designated departments for further investigation.
● Determined charges for services requested, collected deposits and payments, and arranged for billing.
● Conferred with customers by telephone in order to provide information about products and services, to take orders and cancel accounts, and to obtain details of complaints. H and R Block Duluth, GA 12/2009 – 05/2010
Client Specialist
● Checked to ensure that appropriate changes were made to resolve customers' problems.
● Answered inquiries about customers' income tax refunds. Education:
● Associates in Human Services from University of Phoenix – 2011.
● High School Diploma form Benson Senior High School. Tools/Skills:
● Customer Service
● Quality Assurance
● Call Center Environment
● SAP
● PeopleSoft
● Phone/Email
Correspondences
● Call De-escalation
● Order Management
● Communication Skills
● Problem Solving
● Data Entry
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