Customer Service Call Center

Elwin Holmes

Davison, MI 810-***-**** ********@*******.***

IT PROFESSIONAL

Forward-thinking IT Candidate backed with 15+ years of customer service experience dedicated to providing customer service in a fast-paced retail industry environment. Able to identify client needs, convey information, and exceed expectations in quality of service and product delivery. Solid understanding of providing superior customer service, its impact on customer retention, and overall business growth. Seeking a position as an active employee involving responsibilities to highlight my skills while working as a team member to achieve advancement and career placement to add growth to a company.

TECHNICAL SKILLS

Systems: Windows 7/8/10, DNS and DHCP, Network, Physical and Logical Security, Network Standards and Protocols, IPS/IDS Intrusion Prevention System, and Intrusion Detection System

Hardware: Disassemble and Reassemble desktop PCs, RAM, Hard Drives, Motherboard, Network Interface Cards, and Processors

Software: Microsoft Firewalls, identify types of Malware, Adobe Acrobat XI Professional, Scripting with Visual Basic, Classless IP Addressing

LAN WAN

Virtualization

Installation

Configuration

Adaptability

Active Directory

Delegation

Documentation

Troubleshooting

Safety & Security

Networking

Team management

Firewalls & Antivirus

Technical Support

Routers & Switches

IP Addressing Scheme

EDUCATION

Bachelor Of Science Liberal Studies, Business & HR Emphasis Graduation: December 2004

Grand Valley State University (Allendale, MI)

Information Technology Security Administrator Program Graduation: July 2022

MyComputerCareer, Columbus, OH

WORK EXPERIENCE

Substitute Teacher – Edustaff January 2022 – Present

Follow a laid-out lesson plans of teacher not present.

Keep students on task at hand through the day.

Separate students that are not working well together

Reward students with free time for classes or students who stayed on task.

Follow the school’s procedure for fire drills and amber alerts.

Bank Teller – Huntington Bank July 2021 – September 2021

Helped customers with their bank Transaction.

Processed Business Deposits for accuracy and recorded amounts in business bank accounts.

Created Cashier checks for customers.

Offered banking solutions to customers.

Scheduled meeting for business and customers with a Banker.

Quality Assessor Premera – Morley July 2020 – July 2021

Listen and evaluate call center calls for quality purposes.

Provide feedback on the way the call center agents handled their calls with customers.

Exhibit time management skills, including daily deadlines of production and evaluations.

Attend calibration calls and meetings with the client on how the Call Center Agents are using the source materials.

Coaching sessions with Call center Agents on what are needed for first call resolution.

Quality Assessor Anthem – Morley March 2020 – July 2020

Listened to and evaluated calls for quality purposes.

Provided feedback on the way the call center agents oversaw their calls with customers.

Exhibited time management skills, including daily deadlines of production and evaluations.

Anthem Call Center – Morley November 2019 – March 2020

Answer Members’ questions in a positive and professional manner.

Assist in solving Medicare issues the Members need help with

Perform research to give accurate answers to the Members’ Medicare questions and other issues they need help with

Provide support to fellow team members, including having trainees shadow on the job experience.

Non-Emergency Medical Transporter – Chain of Love August 2016 – November 2019

Perform time management skills making sure all clients are picked up and dropped off in a timely manner.

Record accurately all pick-up, drop off, and wait times of all clients for submission to office.

Ensure that all clients are picked up and dropped timely and safely.

Have safe driving record and maintain while driving for the company.

Independent Licensed Agent – Bankers Life and Casualty Company August 2013 – November 2013

Contacted potential clients to set up appointments to review Bankers options for various insurance policies.

Presented the various insurance policy options to potential clients, as well as answered any questions that they had regarding the policies.

Helped the clients identify the policies that would best suit the needs they felt needed to be addressed and walked them through the policy buying process.

Manager of E4 (Photo/Media Area) – Meijer March 2009 – August 2011

Effectively dealt with customer concerns and questions, ensuring customer satisfaction

Managed and trained the Photo & Media Teams

Collaborated closely with other managers in the store to help with and General Merchandise Concerns

Manager-in-Training of Planogram/Layout – Meijer October 2007 – March 2009

Used new software to input contract information for suppliers of the Meijer Gas Stations for the corporate office; also included doing checks and balances of the billing from the supplier to Meijer.

Managed Planogram department during remodeling of the store

Responsible for ensuring that product was allocated and accounted for properly.

Service Area – Meijer September 1996 – October 2007

Ran the entire service department when managers were not available.

Participated on a committee of team employees and team leaders to make decisions on presenting changes to the store.

Chosen to be sent to other stores to streamline and organize storage areas because of organizational skills.

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