Customer Service Agent
Resume:
Kelly Reese
Lawrence, KS *****
************@*****.***
Coachable, metrics driven, flexible, fast-learner and self-starter candidate. I have been looking to acquire experience in Telecommunications and Technology. Looking for a fast-paced environment as I am a multitasker and have a high-attention to detail. I have Supervisor experience, but I am looking to start from the bottom in the industry and grow if the opportunity presents.
Work Experience
Supervisor
Long Motor Corporation - Lenexa, KS
March 2022 to March 2024
My responsibilities as a supervisor were completing QA monitoring and reviewing, as well as coaching agents to ensure that Customer Experience remained at target. Followed up with agents’ progress on metrics, addressed escalations and problem- resolution. Acquired and reported metrics. Created schedules for agents, interview process, completed call backs when required, expedited shipments and communicated with other departments to ensure customer satisfaction. Assisted and established different processes depending on the business-related issues. Completed yearly performance reviews.
Supervisor/Customer Service Agent
Maximus Federal - Lawrence, KS
June 2019 to September 2020
Supervised agents by monitoring calls and coaching. Provided guidance and support for testing on the 2020 Census. Completed weekly coaching with associates and assisted with escalations. Reviewed attendance and call handle time reports. Handled Customer service calls for Medicare and Marketplace. Assisted with password resets enroll in plans. Answer questions related to eligibility and coverage. Followed HIPPA rules. Reviewed and completed claims and premiums. Completed yearly performance reviews. Order Picker
Jet Distribution Center - Edgerton, KS
February 2019 to June 2019
Obtain merchandise from bins or shelves. Read orders to ascertain catalogued numbers, sizes, colours, and quantities of merchandise. Placed merchandise on conveyors leading to wrapping areas.
Inbound Customer Service
USA800/ The Results Companies - Lawrence, KS
October 2015 to February 2019
Supervisor for multiple accounts. Promoted to Grad School Dean (Manager) Supervised multiple teams giving product support and guidance. Coached on performance weekly. Monitored calls, sat in on calibrations and worked directly with clients and client services. Trained individuals for accounts, up training and new policies and procedures. Ran reports for the site. Managed the Grad School department by overseeing coaches and running reports daily. Implemented new programs for account improvement. Attended weekly staff meetings.
Education
High school or equivalent
Eudora High School - Eudora, KS
August 1971 to May 1985
Skills
• 20 years customer service experience.
• HIPAA certification
• High-attention to detail and thorough research.
• Independent.
• Technical Support
• Quality Assurance
• Supervising Experience
• Microsoft Office
• Customer Relationship Management
• Sales experience
• Time management
• Account management
• Upselling
• Customer service
• Complex bill review
• Communication and organizational skills.
• Administrative experience
• Typing 45 WPM
• Office experience
• Phone etiquette
• Microsoft Office Suite
• Computer literacy
• Workforce management
• PCI
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