Customer Service Staff Development
Resume:
professional summary
experience
Essex, MD *****
W: *************@*****.***
Staff Development
Strategic Planning
Problem-solving abilities
Effective communication
Decision-Making
Interpersonal Skills
Goal Setting
Organizational Skills
skills
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mignon
davonna
keith
m k
Dedicated professional with demonstrated strengths in customer service, time management and trend tracking. Good at troubleshooting problems and building successful solutions. Excellent verbal and written communicator with strong background cultivating positive relationships and exceeding goals.
Insta Cart Baltimore, Maryland
January 2023 - Current
Driver
Collaborated with other drivers to share information about busy areas or potential customers.
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• Helped passengers load and unload luggage at pick-up and drop-off locations.
• Maintained accurate records of trips, fares collected, and expenses incurred. Assisted mobility-challenged passengers with wheelchair storage or accessibility requirements.
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• Demonstrated initiative to follow through on assigned tasks without supervision.
• Delivered exceptional service, going above and beyond to satisfy passengers.
• Selected most efficient route to minimize vehicle idle time. Provided friendly, courteous service to all passengers while ensuring their comfort during ride.
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• Maintained clean and organized vehicle at all times. PDP Group Timonium, Maryland
March 2022 - May 2023
Title Service Representive
• Answered incoming calls from customers, dealers and auctions about [Type] titles.
• Ensured proper storage and organization of completed titles within office space.
• Verified ownership documents, identification, and supporting paperwork for accuracy.
• Researched state-specific title requirements and regulations to ensure compliance.
• Helped owners combine parcels by initiating process and handling required paperwork.
• Scanned title documentation into system and reviewed entries for completeness. Managed incoming mail related to titles, including tracking correspondence from state agencies.
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Updated computer systems with new information about vehicles sold or transferred between owners.
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• Communicated with customers to resolve any discrepancies in documentation or fees.
• Tracked progress of pending title applications through various stages until completion.
• Investigated titles and resolved [Type] issues prior to closings.
• Reviewed and processed title applications for vehicle registration. Maryland State Police Pikesville, Maryland
September 2021 - March 2022
Administrative Specialist
• Supported budget goals by documenting, tracking and reporting on expenses. Helped center administrative work on priority assignments for optimal use of office resources.
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Kept operations compliant with [Type] industry regulations by managing permits and certificates.
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Determined eligibility by handling in-person interviews, processing paperwork and obtaining missing data.
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Offered professional first impression to visitors and callers and gave knowledgeable assistance.
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• Organized and updated file systems, keeping records easily retrievable.
• Updated tracking spreadsheets with metrics and used data to create charts and reports.
• Compiled records, materials and forms needed to handle different requests.
• Managed incoming and outgoing mail, packages and faxes.
• Ordered, dispensed, and organized office supplies for team use.
• Maintained accurate, updated accounts with new transactions and reconciliations.
• Created and maintained databases used by multiple office members. State of Maryland Dep. of Labor Licensing & Regulations Baltimore, Maryland November 2016 - September 2019
Administrative Clerk
Handled calls from outside customers and team members needing assistance with various administrative matters.
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• Completed accurate daily transactions and kept meticulous records.
• Produced professional, error-free business correspondence for internal and external use. Operated office equipment such as copiers, printers, fax machines, and scanners to complete tasks efficiently.
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Managed daily mail distribution, including sorting and delivering incoming mail and preparing outgoing packages.
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• Maintained office files and records, ensuring proper organization and accessibility.
• Answered email and mail correspondence on behalf of
• personnel.
Superior Vision Linthicum, Maryland
July 2015 - June 2017
Eligibility Specialist
Trained new Eligibility Specialists on policies, procedures, and software tools used in daily operations.
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Assessed client eligibility for various assistance programs, including financial aid and healthcare benefits.
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• Reviewed member files for discrepancies and updated electronic records. Maintained accurate records of client data, including income, assets, and other relevant factors.
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• Interpreted and communicated policies and procedures to applicants. Collaborated with team members on complex cases requiring additional research or consultation.
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Reviewed documentation submitted by clients to verify accuracy and completeness before making final determinations on eligibility.
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Performed other administrative tasks as assigned by management in support of overall office operations.
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Evaluated effectiveness of existing processes and recommended improvements for increased efficiency.
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• Utilized database systems to input, update, and retrieve client information as needed.
• Maintained enrollment spreadsheets for tracking and statistical purposes.
• Processed enrollment and service change forms for program participants. Referred clients who were not eligible for certain programs to alternative resources when appropriate.
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Provided clients with clear explanations of their rights, responsibilities, and program requirements.
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• Helped applicants understand requirements, application procedures and legal rights. The Maryland Tax Group Rosdale, Maryland
December 2014 - April 2017
Tax Preparer (Tax Season Only)
Jerry's Auto Group Baltimore, Maryland
August 2012 - January 2015
Business Development Center Manager
Managed sales calls, scheduled promotional work and tracked sales activities across channels.
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Implemented customer relationship management CRM tools to track client interactions efficiently.
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Helped team members tackle daily workloads with confidence through empowered training and motivational strategies.
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Built strong, resilient team by identifying and onboarding highly qualified candidates for key positions.
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• Conducted periodic performance reviews to assess employee performance.
• Reviewed operations regularly to identify and capitalize on opportunities to eliminate waste. Cultivated strong professional connections utilizing client visits, on-site presentations and trade shows.
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Lexus of Route 10 Whippany, New Jersey
April 2010 - May 2012
Customer Service Representative
• Collaborated across departments to resolve customer-related issues.
• Handled customer inquiries, payments and service requests.
• Met personal, team and company goals in customer service environment.
• Delivered fast and friendly service to handle questions and service complaints.
• Managed customer calls efficiently in fast-paced call center environment.
• Anticipated needs and resolved problems to keep customers happy.
• Answered inbound calls to handle various concerns, set appointments and close sales.
• Collaborated with colleagues and co-workers to deliver quality customer experience.
• Built trusting relationship with customers to better understand needs. Horizion Blue Cross Blue Sheild Newark, New Jersey August 1994 - May 2009
Senior Member Services Representative
education
language
Processed loan applications by gathering required documentation and verifying information provided by applicant accurately.
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• Resolved member complaints and escalated complex issues to management. Developed strategies for enhancing overall member satisfaction levels based on feedback received from surveys or direct interactions.
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Ensured confidentiality of sensitive member information through strict adherence to privacy protocols.
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• Assisted members with account inquiries, transactions, and problem resolution. Coordinated meetings among team members or across departments to discuss ongoing projects or potential collaborations effectively.
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• Trained junior Member Services Representatives on customer service best practices.
• Managed multiple priorities while maintaining high level of professionalism under pressure.
• Conducted new member orientations and explained available services. Collaborated with internal departments to find resolutions and conduct further research on customer account.
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Conferred with customers by telephone or in-person to provide information about products or services.
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Contacted customers to respond to inquiries or notify of claim investigation results or adjustments.
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Banking and Finance
Bowie State University, Bowie, Maryland
• Member of Alpha Phi Alpha Angel Court
English - Fluent
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