Customer Service Call Center
Resume:
Karissa Blunt
Arroyo Grande CA, 93420
*******.*********@*****.***
OBJECTIVE: Seeking a position within your organization that will allow me to utilize my skills in a manner that will be mutually beneficial.
EDUCATION: Fresno High School (2002-2006) & Fresno City College (2006-2008)
QUALIFICATIONS: Accustomed to working in a fast-paced environment with the ability to think quickly and successfully tend to all customer needs and situations, all while providing extraordinary customer service. Interpersonal with leadership and organizational skills. Possess a strong work ethic and maintains a professional demeanor.
WORK EXPERIENCE: AETNA 04/19-Present
Quality Analyst Assurance Specialist 8/21 present- The QA role is intended to increase member satisfaction, retention, and growth by efficiently delivering competitive services to members and providers through a fully integrated organization staffed by knowledgeable, customer-focused professionals supported by exemplary technologies and processes. The QA monitors and evaluates the quality and handling of inbound calls, outbound calls and/ or correspondence, and documents quality and productivity issues and performance measures for management review. Provides information to assist in the feedback and formal education process of call center staff. I am given the opportunity to coach CSRs, HCs, supervisors, and team leads. I am here to make sure they provide the best customer service to our members following helping them succussed within their role. I also provide training to the new QA’s that join our team! I also spread-out tasks evenly throughout our QA team, by making sure assignments are shared with each QA. I work hand in hand with the Call Partners (CPs) in depth to make sure they are providing the best customer service to our members.
Escalated and Mentor Team Specialist (EMT) 07/20-: The EMT role consists of two parts: mentoring team members and member escalations. A mentor must connect with individual team members by assisting and educating them with ways to utilize their resources and provide feedback to management when necessary, through EMT SharePoint. As an Escalation Specialist it is important to understand and asset the call situation from the member to provide a resolution by using empathy and clear communication. Some accomplishments as an EMT: the only team member on current team to be selected, has met SCAD, ACW and ACE metrics with an attendance rating of 4.
Customer Health Care Concierge 04/19-07/20: The Health Concierge focuses on providing excellent customer service to our members, patients, providers and caregivers. Must be able to explain to members plan information, benefits, and accumulator amounts. At times it is necessary to contact providers offices to ensure customer billing is correct. The Health Care Concierge must also act as a coordinator by promoting relevant tools to members to satisfy their expectations.
FRANCIS COLLISION CENTRE 05/18-01/19
Estimator Assistant: Answered multiple phone lines. Transferred calls to the appropriate departments. Handled all insurance claims from Allstate Insurance. Interacted with insured parties regarding their claim to schedule repairs or provided consistent status updates on claims. Worked along with insurance and insurer to ensure all deductibles were paid. Provided excellent customer service to all parties, keep open communication with staff and served as a friendly face while working at the front desk.
INLAND STAR 10/17-01/18
Customer Service Representative/Data Entry Clerk: Handled multiple customer accounts to ensure all merchandise was transported on time by FedEx, FedEx freight, UPS freight/ground. Scheduled appointments by email and telephone with carriers to have various merchandise delivered on time. Verified scheduling with drivers to confirm drop off and pickup times. Also assisted with data entry within own warehouse regarding hazard chemicals and food grades. Job also required answering incoming calls from customers and other companies inquiring about products and services.
VALLEY TRANSPORTATION 07/17-10/17
Customer Service/Data Entry Specialist: Assisted freight drivers with distributions of products by scheduling appointments for delivery. Answered telephones and assisted clients with questions regarding shipping dates and expected delivery dates. Completed, prioritized, sorted, and processed customer orders and deliveries into local database.
WALMART: 08/15-07/17
Service Desk: Financial Services-Follows applicable laws and regulations. Handles money orders, gift registries and cashes checks. Prepares, takes, and files service orders in a timely manner. Assist customers with payment methods, return policies, and location of items when asked.
Courtesy desk-requires handling merchandise returns, refunds, exchanges, and warranty repairs. Processes damaged and defective items, located out of stock merchandise for customers and returned items back to location. Also maintains and files required documentation.
Cashier (08/15-01/16): Able to meet all customer needs. Working a fast-paced environment and being able scan coupons, apply discounts when necessary, ringing up sales. Maintain positive customer friendly attitude. Operates register equipment, meets front end performance goals and bags items for customers.
VONS: 10/11-08/15
Courtesy Clerk: Perform multiple job duties. Worked up front and was hands on with all customers. Able to meet all customer needs, such as bagging groceries, handling damaged or return products, and assisting customers out with their groceries. Collect and return all baskets and carts to their designated areas. Alert management of potential shop lifters, disorderly customers or other emergencies. Provided friendly, outgoing personality to customers and team members.
REFERNENCES: Available on request.
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