Customer Service Expert
Resume:
JOANNE L PALMER
Professional Summary
Twenty (*0) year Customer Service expert with more than eight (8) years of Supervisory experience with an emphasis on delivering exceptional support to clients. Skilled in active listening, problem-solving, and effective communication to quickly understand customer needs and provide tailored solutions. Adept at navigating complex inquiries, diffusing tense situations, and maintaining a positive and empathetic demeanor while handling multiple tasks in a fast-paced environment.
Work History
Caregiver (Family Cancer Patient)
Fort Washington, MD
07/2023 – 06/2024
Assisted cancer patient with bathing, clothing and grooming.
Administered medications as prescribed by various doctors.
Transported cancer patient to various doctor appointments.
Communicated with doctors regarding patient progress.
Maintained records of treatment, medications and care provided.
D.O. E. S. - Workforce Development Specialist/CCR
Washington, DC
12/2022 – 09/2023
Triaged a high volume of incoming calls to determine the severity and nature of each call regarding the Job Readiness Training program.
Provided one on one interviews to enroll applicants into the JRT (Job Readiness Training) program, provided information and referrals for need resources and services, while entering all participant information into the tracking system for reporting purposes.
Provided applicants with assistance in completing TANF, medical and suitable housing program applications, referrals, and employment training after assessing their immediate needs.
Performed resume writing, mock interviews, and answered all questions concerning job opportunities and any other barriers that were keeping the applicant from obtaining and sustaining a productive life.
D. O. E. S. - Unemployment Customer Service Rep.
Washington, DC
04/2020 - 12/2022
Triaged high volumes of inbound Unemployment Compensation, Paid Family Leave and UI Tax calls to interpret federal laws, regulations, policies, and procedures pertaining to DC unemployment, liability, and tax rate issues.
Provided step by step guidance on how to request an account closure, account reactivation, initial registration assistance to ESSP Portal, tax rate inquiries, confirm payments received, or filing an initial complaint regarding payments not received.
Healthy Buildings Intl. Inc. - Sen. Collector/AR Specialist
Fairfax, VA
08/2016 - 01/2020
Independently maintained portfolio of 5000 (plus) accounts for six (6) locations to collect and process management projections of $1 Million dollars (plus) in monthly delinquent commercial collections
Received and documented a high volume of incoming billing inquiry calls, payment confirmations, delinquent notification balances.
Placed at least seventy-five (75) (plus) assertive but tactful collection/past due calls daily to debtors to discuss account adjustments, negotiate payment dates, client disputes and invoice revisions.
Calculated, processed, and documented credit card transactions, identified, and applied incoming checks to proper accounts and prepared Lien Waivers.
Kelly Services – Customer Service Supervisor (Contractor)
Largo, MD
03/2008 - 06/2016
Promoted a positive work environment for thirty (30) plus customer service representatives in a high-volume inbound call center while achieving first call resolutions.
Responded to all customer complaints, difficult calls, escalations, diffused angry customers, and provided a resolution to complex issues with patience and empathy that could not be resolved by customer service staff.
Monitored and evaluated call interactions to create action plans to motivate and encourage growth.
Utilized Salesforce to document and track call metrics, call resolutions for reporting purposes.
Held monthly meetings to discuss attendance, leave balances, performances, protocol and to reiterate professional conduct.
Developed standard scripts, policies, procedures and guidelines to improve processes, maximize efficiency and overall customer satisfaction.
*****************@*****.***
Fort Washington MD
Skills
Adaptability
Conflict Resolution
Cultural Sensitivity
Empathy
Patience
Problem Solving
Teamwork
Time Management
Education
Suitland High School
Forestville, MD
High School Diploma
.
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