Francine Cook

**** **** ***, # ***

Lanham, MD **706

Cell: 301-***-****

Summary

Approximately 30 years of experience providing customer support in various busy call center industry employers. Strategic-relationship/partnership-building skills, listen attentively, solve problems creatively, and use tact and diplomacy to find common ground and achieve win-win outcomes. Possess an unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty.

Highlights:

Verbal Communication

Attention to Detail

Exceptional problem solver

Attention to Detail

Multi-tasking

Phone Skills

Data Entry Skills

People Skills

Microsoft Office

Oracle Registration Data

Experience:

ASRC 10/2009 to Present Drug Enforcement Admin Customer Service Rep

Arlington, VA

Handle customer inquiries, complaints, billing questions and payment extension/service requests. Calm angry callers, repair trust, locate resources for problem resolution and design best-option solutions. Interface daily with internal partners in accounting, field services, new business, operations and consumer affairs divisions.

Assist Medical Doctors (MD), Physician’s Assistant (PA), Drug Manufacturers, Pharmacies, etc. with the processing of Drug Enforcement Administration (DEA), Controlled Substance Act (CSA) registration.

Daily use and flip chart documents; required to give the status of pending applications, refunds, status on current DEA registrations. Document all incoming call information on charts.

Obtains client information by answering telephone calls; interviewing clients; verifying information. Receive approximately 100 calls daily.

Establishes policies by entering client information; confirming pricing.

Informs clients by explaining procedures; answering questions; providing information.

Maintains communication equipment by reporting problems.

Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures.

Prepare numerous documents in the processing of refunds, transfers, address changes, etc. Enter all necessary registrant application data into the Oracle Registration database to modify current records, new and renewal.

Coordinated with and responded to written and verbal request from Office of Diversion and Registration (ODR) field offices via telephone and in writing in accordance with all CSA regulations, procedures and policies.

Modified master records within Oracle as requested. Established files for all documents entered. Retrieve CSOS voicemails and transfer to excel spreadsheet.

Trained 6 new employees on call center duties and assist employees with call center information updates.

Department of Homeland Security 06/2004 to 03/ 2008 Chief Operations Assistant

Washington, DC

Assisting in the advancement of switchboard operations. Answering AVAYA switchboard system directing and transferring calls.

Schedule, connect and troubleshoot audio bridge operations (conference calls).

Maintain and update directory database to include names and telephone numbers of government employees at the applicable location.

Research both manual and automated databases.

Managing over 800 calls per day of inbound and outbound calls in a timely manner

Following communication “scripts” when handling different topics

Identifying customer needs, clarify information, research every issue and providing solutions and/or alternatives.

Build sustainable relationships and engage customers by taking the extra mile.

Keep records of all conversations in our call center database in a comprehensible way.

Frequently attend educational seminars to improve knowledge and performance level.

Meet personal/team qualitative and quantitative targets

MCI Center 09/1996 to 03/2004 Switchboard Operator

Washington, DC

Operate communication systems, such as telephone, switchboard, intercom, two-way radio, or public address.

Take and relay messages.

Monitor alarm systems in order to ensure that secure conditions are maintained.

Contact security staff members when necessary, using radio-telephones.

Assist callers with other questions.

Help callers make long-distance or local calls.

Provide customers with area codes, telephone numbers and other information.

Perform clerical duties, such as typing, proofreading, accepting orders, scheduling appointments, and sorting mail. Handle emergency calls.

MCI CENTER EVENTSTAFF/SECURITY

Clearance: Secret

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