Customer Service Call Center
Resume:
****************@*****.***
Tucson, AZ 85711
Skills
• Office equipment proficiency
• Problem-solving abilities
• Customer relations
• Adaptive team player
• Report generation
• Call Center Operations
• Inbound and Outbound Calling
• Quality control
• Courteous demeanor
• Documentation abilities
• Reporting abilities
Regulatory compliance
understanding
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• Documentation skills
• Policy analysis
• Financial Planning
• Claims Management
• Revenue Generation
• Territory expansion
• Claims reporting systems
• Operations Management
• Lead Development
• Marketing Management
• Account management expertise
• Reporting skills
• Account Management
• Customer Service
• Customer follow-up
• CRM Software
• Policy Renewals
• Negotiation abilities
• Insurance law knowledge
• Client Retention
• Client assessment
• Client Relations
• New Client Acquisition
• Property examination
• Policy adjustment knowledge
• Asset protection expertise
Deductible Expense
Identification
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• Quotes and sales
• Regulatory Compliance
• Property insurance
• Client needs analysis
• Insurance product promotion
• Prospective client identification
• Legal Codes
I love learning new things, and I want to be on a winning team, a team that provides excellent award winning customer service to customer, and encouraging growth for team members to succeed
Responsible and motivated student ready to apply education in the workplace. Offers excellent technical abilities with software and applications, ability to handle challenging work, and excellent time management skills. Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals. Motivated high school student with a track record of academic excellence looking for part-time work. Intends to develop professional work experience utilizing excellent communication and time management skills. Detail-oriented environmental services worker skilled at providing professional cleaning services to clients, maintaining equipment and implementing new cleaning procedures. Works autonomously with strong time management skills. Demonstrates dedication to customer satisfaction, reliability, and taking pride in job well done.
Reliable Commercial Cleaner thrives in fast-paced, challenging environments and ambitiously works under pressure. Consistently strives for excellence to maximize customer satisfaction.
Organized Cleaner successful at providing efficient and quality cleaning services. Offering dedicated work history and success in fostering long-term relationships.
Hardworking commercial cleaner with several years of experience maintaining sanitary environment in commercial workplaces. Well-versed in sweeping and mopping floors, cleaning glass and maintaining restrooms. Attentive to detail in achieving clean, professional atmosphere.
Afni Call Center - Insurance Specialist
Tucson, AZ, AZ
11/2023 - 10/2024
Catherine Brent
Summary
Experience
• Reviewed insurance policies to ensure compliance with existing regulations. Developed and implemented strategies for reducing risk exposures and maximizing profitability.
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Assisted in the development of new products, services, and procedures to meet customer needs.
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Negotiated terms of agreements with customers regarding coverage options and premiums.
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Provided guidance to customers regarding available insurance plans and their benefits and limitations.
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Analyzed financial statements to determine appropriate levels of coverage for clients.
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Researched industry trends, legislative changes, and other market conditions affecting insurance products and services.
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• Conducted periodic audits of policy documents to ensure accuracy of 11/2009
• Insurance program management
• Auto insurance
• Client Account Management
• Insurance sales strategy
• Policy Knowledge
• Upselling
• Email Marketing
• Risk Mitigation
• Life Insurance
• Private insurance
• Financial Analysis Software
• Negotiation
• Leads Prospecting
Commercial equipment
operations
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• Folding
• Strong Work Ethic
• Sanitizing
• Job Planning
• Vacuuming
• Chemicals handling
• Sanitization techniques
• Vehicle Maintenance
• Upholstery maintenance
• Laundry
• Housekeeping
• Chemical Handling
• Quality Assurance
• Furniture rearrangement
• Waste Management
• Floor waxing
• Hazardous Material Handling
• Interior and exterior cleaning
• Health and safety compliance
• Proper chemical handling
• Laundry services
• Professional Appearance
• Disinfection Practices
• Sanitation Practices
• Crew Management
• Exceptional time management
• Floor maintenance
• Polishing surfaces
• Health and Safety Regulations
• Sanitization procedures
• Steam Cleaning
Bloodborne pathogen
knowledge
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• Restroom upkeep
• Closet detailing
Education And Training
C3 Communications - Customer Service Representative Specialist Tucson, AZ
09/2016 - 01/2018
information maintained.
• Maintained accurate records of all transactions related to insurance policies. Responded promptly to customer inquiries about their policies and provided timely updates as needed.
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Participated in training programs designed to enhance knowledge base in areas such as underwriting, sales, product development.
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Ensured that customer data was kept confidential at all times in accordance with applicable laws and regulations.
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Served as a liaison between the company and external vendors providing services related to its operations.
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Managed denials, late payments, extensions and other special circumstances by following up with relevant parties.
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• Resolved routine and complex issues by performing detailed research.
• Collaborated with carriers to resolve discrepancies in insurance payments. Closed sales on new policies by presenting insurance options to customers accurately and efficiently.
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Fostered relationships with customers to expand customer base and retain business.
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• Responded to customer inquiries and problems to promote great service. Engaged customers and provided high level of service by carefully explaining details about documents.
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Conducted meetings or phone calls with potential clients to present insurance policies and answer questions.
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Explained coverage options to potential policyholders, answering questions or concerns.
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• Monitored clients' insurance coverages to ensure changing needs were met. Calculated premiums and established payment methods, receiving customer payments and issuing receipts.
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• Developed appropriate quotes based on risk information.
• Counseled prospects and policyholders on coverage, limits and regulations. Remained current on latest industry trends by gaining comprehensive knowledge of financial and insurance products, services, and best practices.
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• Contacted underwriters and submitted forms to obtain binder coverage. Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
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Remained calm and professional in stressful circumstances and effectively diffused tense situations.
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Demonstrated excellent communication skills in resolving product and consumer complaints.
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De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
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• Educated customers on special pricing opportunities and company offerings. Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
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Assisted customers with making payments or establishing payment plans to bring accounts current.
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Fielded customer complaints and queries, fast-tracking them for problem resolution.
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Upheld quality control policies and procedures to increase customer satisfaction.
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CNA Certification :
Nursing
Tucson College
Tucson, AZ
10/2009
Certified Nursing Assistant :
Nursing Assistance
Tucson College
Tucson, AZ
05/2002
Nursing LPN
Pima Community College
Tucson, AZ
03/1994
GED:
El Pueblo Education
Tucson, AZ Converges - Customer Service Representative Tucson, AZ
11/2015 - 12/2016
C3 Customer Contact Channels - Customer Service Representative AZ
10/2012 - 01/2014
Department Of Economic Security-Unemployment Divis - Program Service Evaluator
Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
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Asked probing questions to determine service needs and accurately input information into electronic systems.
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Informed customers about billing procedures, processed payments and provided payment option setup assistance.
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• Consulted with customers to resolve service and billing issues. Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
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• Developed strong customer relationships to encourage repeat business. Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
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• Answered inbound calls, chats and emails to facilitate customer service.
• Set up and activated customer accounts.
Used proven techniques to de-escalate angry customers during telephone interactions.
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• Exceeded company productivity standards on consistent basis. Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
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Remained calm and professional in stressful circumstances and effectively diffused tense situations.
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De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
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Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
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Fielded customer complaints and queries, fast-tracking them for problem resolution.
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Upheld quality control policies and procedures to increase customer satisfaction.
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Asked probing questions to determine service needs and accurately input information into electronic systems.
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Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
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Informed customers about billing procedures, processed payments and provided payment option setup assistance.
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• Consulted with customers to resolve service and billing issues. Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
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• Made outbound calls to obtain account information. Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
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• Answered inbound calls, chats and emails to facilitate customer service.
• Improved customer service wait times to mitigate complaints. Tucson, AZ
07/2010 - 06/2012
Villa Campana - Licensed Practical Nurse
Tucson, Arizona
11/2007 - 12/2009
Santa Rosa Care Center - Licensed Practical Nurse
Tucson, Arizona
07/2002 - 03/2008
Collaborated with team members to identify and accomplish agency objectives.
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Developed and incorporated community-based programs to meet various needs and monitored each program's effectiveness.
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Partnered with similar organizations to meet greater needs, preventing duplication and optimizing resource utilization.
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Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
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Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
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• Prioritized and organized tasks to efficiently accomplish service goals. Juggled multiple projects and tasks to ensure high quality and timely delivery.
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• Demonstrated self-reliance by meeting and exceeding workflow needs. Demonstrated leadership by making improvements to work processes and helping to train others.
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Resolved problems and delivered solutions by collaborating with government funding entities, [Job title] and [Job title].
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Performed physical assessments, including vital signs and health history documentation.
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Provided patient care in accordance with physicians' orders and nursing standards of practice.
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Assisted patients with personal hygiene activities such as bathing, dressing, eating, grooming, and toileting needs.
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Administered medications and treatments according to established protocols.
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Observed changes in patient's condition and reported any significant changes to the registered nurse or physician.
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Monitored vital signs, fluid intake and output levels, glucose levels, and other medical tests results.
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Ensured that all clinical documentation is accurate and up-to-date in the electronic medical record system.
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Maintained a safe environment by following infection control policies and procedures.
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Communicated effectively with patients, family members, healthcare team members, and other stakeholders regarding patient care plans or concerns.
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Provided emotional support to patients dealing with illness or injury related issues.
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Performed physical assessments, including vital signs and health history documentation.
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Provided patient care in accordance with physicians' orders and nursing standards of practice.
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• Assisted patients with personal hygiene activities such as bathing, dressing, eating, grooming, and toileting needs.
Administered medications and treatments according to established protocols.
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Observed changes in patient's condition and reported any significant changes to the registered nurse or physician.
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Monitored vital signs, fluid intake and output levels, glucose levels, and other medical tests results.
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Educated patients on disease prevention and management strategies for their individual conditions.
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Ensured that all clinical documentation is accurate and up-to-date in the electronic medical record system.
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Maintained a safe environment by following infection control policies and procedures.
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Communicated effectively with patients, family members, healthcare team members, and other stakeholders regarding patient care plans or concerns.
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Provided emotional support to patients dealing with illness or injury related issues.
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Assisted with admissions and discharges of patients from hospital units or long-term care facilities.
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Participated in interdisciplinary team meetings for coordination of patient care plans.
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Instructed patients on proper use of equipment such as wheelchairs or walkers.
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Collaborated with physicians to develop individualized care plans for each patient.
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• Facilitated referrals for specialty services when necessary. Coordinated scheduling of follow-up appointments with primary care providers.
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• Conducted regular rounds to assess the status of assigned patients. Adhered to facility policies and procedures while providing quality nursing care.
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Assessed patient complaints accurately and provided appropriate interventions.
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• Managed emergency situations promptly according to established protocols. Communicated concerns regarding patients' status, care and environment to nursing supervisors, clinical care supervisors and case managers.
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Looked for physical, emotional, and symptomatic changes in patient condition and obtained necessary care for medical concerns.
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Monitored patient's respiration activity, blood pressure and blood glucose levels in response to medical administration.
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Coordinated with doctors and registered nurses to develop care plans for patients.
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• Collected and documented vital signs to track current patient conditions. Followed rehabilitation and treatment care plans to accelerate patient recovery, minimize pain, and optimize patient outcomes.
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Answered patient and family questions to educate on optimal treatment procedures.
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• Interviewed patients to obtain medical history.
Promoted culture of safety for patients and employees through proper identification, reporting documentation and prevention.
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Administered prescribed medications or started intravenous fluids, noting times and amounts on patient charts.
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• Used sterile techniques to prepare patients for procedures. Applied interventions to progress patients toward wellness and address maintenance of wellness.
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Prevented drug interactions and contributed to correct diagnosis by recording patient health information, monitoring vitals and updating patient files.
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Collected biological specimens and packaged for laboratory transport to complete diagnostic tests.
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Sterilized medical equipment and supplies with germicides, sterilizers and autoclaves.
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Facilitated communication between patients, families, and healthcare professionals.
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Participated in quality improvement initiatives to enhance patient care outcomes.
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Managed patient records, ensuring confidentiality and compliance with healthcare regulations.
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Collaborated with healthcare team to develop and implement patient care plans.
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Administered medications and therapies in accordance with physicians orders.
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Charted changes in patient conditions and discussed concerns with supervising healthcare provider.
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Worked as part of healthcare team to assess patient needs, plan and modify care and implement interventions.
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Took temperatures or blood pressures, dressed wounds and provided other basic patient care or treatments.
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• Documented patient medical histories, current symptoms and vitals. Addressed patient care needs, collected vitals, dressed wounds and managed catheters.
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• Measured and recorded patient height, weight and other vital signs. Maintained strict patient data procedures to comply with HIPAA laws and prevent information breaches.
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Communicated with patients with compassion while keeping medical information private.
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Answered patient calls, identified issues and determined how best to provide assistance within parameters established by facility and supervisor.
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Collaborated with multi-disciplinary staff to improve overall patient care and response times.
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Guaranteed exceptional care quality by correctly administering medication, inserting and caring for catheters, dressing and changing wounds and assisting with personal hygiene.
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Collected blood, urine or sputum from patients to perform routine laboratory tests.
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Observed strict confidentiality and safeguarded all patient-related information.
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Worked with social workers, physical therapists and speech therapists to assess patient needs, plan and adjust plans of care and actualize nursing interventions to promote and restore patient health.
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• Answered patients' calls to determine how to assist. Monitored infection control procedures to verify facility-wide health and safety.
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Provided behavioral and emotional support and closely supervised patients suffering from dementia and Alzheimer's.
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Communicated effectively with patients and loved ones to explain diagnoses, treatment options and procedures.
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• Delivered high-quality direct and indirect nursing care to patients. Educated clients, patients and caregivers on medical diagnoses, treatment options, chronic disease self-management and wound management.
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La Colina Nursing Home - Certified Nursing Assistant Tucson, Arizona
02/1995 - 11/1996
• Assembled and used catheters, tracheotomy tubes or oxygen suppliers. Prepared patients for examinations, tests or treatments and explained procedures.
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Evaluated nursing intervention outcomes by conferring with other healthcare team members.
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Counseled clients, patients and families and provided emotional and psychosocial support.
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Evaluated patient care procedural changes for effectiveness and made necessary adjustments.
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Administered prescribed medications and started intravenous fluids to address patient symptoms and underlying etiologies.
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Directed implementation of improved patient care and documentation methods and procedures to achieve quality objectives.
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• Provided pre- and post-operative nursing care.
• Performed triage to maximum team productivity and effectiveness. Collected biological samples for routine laboratory testing to assist diagnostic processes.
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Collected biological samples from patients and performed routine lab tests to support diagnosis.
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Facilitated communication between patients, family members, and healthcare professionals.
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Collaborated with healthcare team to develop individualized care plans for patients.
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Assisted patients with activities of daily living such as bathing, grooming, and dressing.
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Provided basic patient care by taking vital signs, measuring height and weight, and recording intake and output.
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• Reported changes in patient condition to registered nurse or physician.
• Answered call lights promptly and responded to patient needs accordingly. Turned and repositioned bedridden patients on a regular schedule to prevent bedsores.
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• Observed patients for any changes in their physical or mental condition. Served meals to patients in their rooms and assisted with feeding when needed.
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• Cleaned and sanitized patient rooms according to established protocols. Maintained accurate records of patient care, condition, progress, or problems for review by medical staff.
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Performed housekeeping duties such as changing linens and cleaning bathrooms when necessary.
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• Assisted with ambulation of patients utilizing appropriate equipment safely.
• Took temperature readings orally or rectally as instructed by the RN or MD. Provided emotional support to family members regarding end-of-life decisions.
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Provided comfort measures such as back rubs and positioning pillows for added comfort.
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• Monitored vital signs including blood pressure, pulse rate, respiration rate. Responded quickly to emergency situations involving sudden illness or injury.
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Facilitated activities of daily living, personal hygiene management, feeding and ambulation.
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Assisted patients with shaving, bathing and oral hygiene to promote healthy habits and overall wellness.
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Turned and repositioned residents using proper body mechanics to prevent pressure ulcers.
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• Assisted residents with bathing and dressing to promote personal hygiene.
• Used mobility devices to transport patients.
• Helped residents walk with or without self-help devices. Maintained accurate, timely flow of information by completing thorough patient records and updating healthcare team on patient status.
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• Distributed drinking water and nourishment to residents.
• Assisted residents in preparing for activities and social programs. Managed and maintained patient rooms, shared-living areas and nursing stations.
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Exhibited compassionate care and communication regarding issues surrounding death and dying.
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• Supported non-ambulatory residents in range of motion exercises. Examined and treated patient lacerations, contusions, and physical symptoms and referred patients to other medical professionals.
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Assisted patients with daily living activities, including bathing, dressing, and grooming.
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Communicated with patients to determine feelings, need for assistance or social and emotional support.
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Contact this candidate