Call Center Customer Service

BERNICE CLARK

Gary, IN***** H: 219-***-**** C: 219-***-**** ********.**@*****.*** WWW: Bold Profile

Professional Summary

Organized Call Center Agent offering 2-year career in sales and customer service. Committed to quickly and thoroughly answering customer questions. E Friendly Call Agent handles fast-paced call center settings. Offering excellence active listening and the ability to understand the other person's perspective and emotions.

Work History

Call Center Operator, 03/2021 - 07/2021

Knowledge Services/ 211 – Remote

Effectively able to articulate clients' needs through active listening and educating client on updated policies and procedures while tailoring solution to each client's case

Promptly handled average of 100 customers inquiries daily

Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences

Achieved 90% satisfaction rating through proactive one-call resolutions of customer issues

Developed highly empathetic client relationships and earned reputation for exceeding service standard goals

Administrative Assistant, 04/2017 - 12/2017

Lake County Democratic Party – Highland, IN

Managed all administrative duties for Lake County Chair

Directed customer communication to appropriated personnel and offered information as needed

Managed scheduling for Chair for all events, personal and professional travel included

Answered 50 calls daily

GED Instructor, 01/2015 - 04/2016

Capitol City Family Services – Merriville, IN

Coached/Tutored students to take General Educational Development Exam

Wrote detailed case notes

Collaborated with Probation officers, Therapist, and Case Managers developing plans/goals for students.

Increased class numbers by 10% through referrals and word of mouth

Handled admissions and attendance reports for 30 students in professional education course

Facilitated traditional, online and hands-on training for over 30 students to promote effective, tailored learning

Field Interviewer, 01/2008 - 01/2010

Westat Government Contractor – Rockville, MD

Administered in-person surveys to study participants nationally

Adhered to research study protocol compliance and guidelines to ensure data quality

Maintained accurate documentation of cases

Actively participated in weekly conference calls with team lead to discuss issues and develop new methods to increase success rates. (90%)

Promptly corresponded with applicants and coordinated and conducted interviews

Coordination of on-site interviews, managing schedule to stay organized

Education

Bachelor of Science: Organization Management, 12/2009

Calumet College of Saint Joseph - Hammond, IN

Skills

Call Center Experience

Site Manager for Community Vaccine Program

Ability to adapt to retrain constantly changing information

Excellent reading comprehension, literacy verbal and written skills

Ability to multi-task in fast-paced environment

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