Call Center Customer Service

JASMINE HARRIS

Dallas, TX

214-***-****

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

Productive Call Center Representative with many years of experience building rapport with clients and providing

quality support. Gifted in answering large volume of customer calls and resolving customer complaints.

Recognized for consistently earning top customer satisfaction ratings.

WORK EXPERIENCE

Call Center Agent

02/2011 to 08/2014

CMI Group

Dallas, TX

* Answered incoming calls and provided highest level of professionalism and knowledgeable service to every

customer.

* Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance

benchmarks.

Asked probing questions to determine service needs and accurately input information into electronic systems.

Updated customer accounts, addresses and contact information within call management databases.

Adjusted bills and refunded money to resolve customers’ service or billing complaints.

* Promoted available products and services to customers during service, account management and order calls.

* Reached out to customers after completed sales to suggest additional service or product purchases.

Call Center Agent

10/2014 to 05/2017

StateFarm

Richardson, TX

Managed high-volume of inbound and outbound customer calls.

Maintained strong call control and quickly worked through scripts to address problems.

Delivered fast, friendly and knowledgeable service for routine questions and service complaints.

Updated customer accounts, addresses and contact information within call management databases.

Answered, screened and processed high volume of calls daily with call management system and web-based

communications.

Completed high volume of outbound calls per day with above-average conversion rate.

Maintained knowledge of policies and procedures and insurance coverage benefit levels, eligibility systems and

verification processes.

Planned and conducted investigations of claims to confirm coverage and compensability.

Inbound Customer Service Rep

10/2017 to 11/2019

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