Customer Service Data Entry
Resume:
C H A R L E N CI E I S H M A E L
C U S T O M E R S E R V I C E R E P R E S E N T A T I V E
C O N T A C T
*************@*****.***
Apt.1001.
Phoenix, AZ 85085
MC MCLINTOCK HIGH SCHOOL
High School Diploma
PIMA MEDICAL INSTITUTE
Associate of Science, CNA
E D U C A T I O N
S K I L L S
Customer Service Excellence
Problem- Solving
Communication
Product Knowledge
Data Entry and Management
Multi-Tasking
Conflict Resolution
Patience and Empathy
English: Fluent
L A N G U A G E S
P R O F I L E S U MMARY
Dedicated customer service professional with extensive experience across diverse industries, including utility services, healthcare enrollment, and retail. Proven ability to deliver exceptional service in high-volume call centers and face-to-face interactions. Skilled in managing customer inquiries with compassion and efficiency, ensuring each individual's needs are addressed effectively. Demonstrated expertise in handling complex customer situations, from utility services at SouthWest Gas to Medicare and Medicaid enrollment at Cognizant Technology. Known for a strong commitment to customer satisfaction and a proactive approach to problem-solving. Seeking to leverage my background in providing personalized customer care to contribute to a dynamic team.
WORK E X P E R I E N C E
Wells Fargo 09/2023- PRESENT
Credit Card Customer Service Associate
Aston Carter- Staffing 11/2021 - 12/2022
Call Center Solutions
The Core Institute 08/2019 - 03/2020
Scheduler
Payment Processing: Accurately process customer payments, refunds, and adjustments on credit card accounts, ensuring timely and error-free transactions. Fraud Claims: File and manage fraud claims for customers, conducting initial investigations, gathering necessary documentation, and coordinating with relevant departments to resolve issues. Dispute Management: File disputes for unauthorized or incorrect charges, working with customers and internal teams to investigate and resolve disputes in accordance with company policies. Card Replacement: Report lost or stolen credit cards, initiate the replacement process, and ensure that customers receive their new cards promptly.
Issue Resolution: Address and resolve a variety of credit card-related issues, including account discrepancies, transaction errors, and service inquiries, ensuring a positive customer experience. Service Scheduling: Schedule and coordinate move-ins, move-outs, and transfers of service to ensure smooth and efficient transitions. Emergency Coordination: Direct calls to emergency dispatchers and business desks, facilitating timely and effective responses to urgent situations. Billing Inquiries: Address and resolve billing inquiries, providing clear explanations of charges and investigating discrepancies to ensure accurate billing. Meter Management: Arrange and oversee meter-related activities, including re- reads, replacements, removals, and relocations, to maintain accurate billing and service quality.
Appointment Scheduling: Schedule and manage appointments for patients with orthopedic needs, including routine office visits and specialized surgical procedures.
Surgical Coordination: Coordinate orthopedic surgical procedures by liaising with patients, surgeons, and surgical teams to ensure all necessary preparations and arrangements are in place.
Patient Assistance: Assist patients with scheduling, provide information about their visits and procedures, and offer support throughout the appointment process. Visit Preparation: Prepare and confirm details for surgical visits, including coordinating pre-surgical requirements and ensuring that patients are informed and ready for their procedures.
Record Keeping: Maintain accurate records of scheduled appointments, patient information, and procedural details, ensuring confidentiality and compliance with healthcare regulations.
C H A R L E N CI E I S H M A E L
C U S T O M E R S E R V I C E R E P R E S E N T A T I V E WORK E X P E R I E N C E
06/2019 - 08/2019
Cognizant Technology
Call Center Representative
11/2018 - 06/2019
Aerotek Staffing
Customer Representative
Customer Inquiries: Handle inbound and outbound calls to address customer inquiries, provide information about products or services, and assist with account-related questions. Customer Assistance: Resolving complaints, processing orders or returns, and providing support for technical issues or service inquiries.
Customer Relationship Management: Building rapport with customers and maintaining a positive attitude, even in challenging situations.
Handling Multiple Tasks: Managing calls while performing other tasks like data entry or looking up information
Meeting Performance Metrics: Striving to meet or exceed performance targets such as call handling time, customer satisfaction scores, and resolution rates. Service Scheduling: Schedule and coordinate move-ins, move-outs, and transfers of service to ensure smooth and efficient transitions. Emergency Coordination: Direct calls to emergency dispatchers and business desks, facilitating timely and effective responses to urgent situations. Billing Inquiries: Address and resolve billing inquiries, providing clear explanations of charges and investigating discrepancies to ensure accurate billing. Meter Management: Arrange and oversee meter-related activities, including re- reads, replacements, removals, and relocations, to maintain accurate billing and service quality.
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