Customer Service Representative
Resume:
Susan L Moore
Roanoke, VA ***17
Phone: 540-***-****
Email: ************@*****.***
Ability Summary
Versatile Customer Service Professional with an in-depth understanding of client relations, business issues and practices. Dedicated and reliable, adept team player in fast paced and challenging environments with culturally diverse client bases. Detail oriented with the ability to assimilate quickly, improve customer retention and increase profitability
• Active listening skills, genuine empathy, personable, perceptive, and articulate
• Strong organizational skills, critical thinking, prioritization, and ability to multitask
• Flexible, proactive, and seasoned in conflict resolution & resourceful problem solving
Employment History
Remote Customer Service Representative
7/2020 – 3/2021 Anthem through Randstad Roanoke, VA
Created record of inbound and outbound member calls documenting concerns and resolutions. Reviewed medical claims, assisted with billing and payments, and updating member demographics. Used dual monitors and software systems including Compass, Cosmo, Facets, Macess, Transcentra and others.
Associate Sales
12/2019 – 7/2020 D’Rose Flowers & Gifts Blacksburg, VA
Assisted with daily flower shop duties, assisting customer, placing orders, reconciling funds.
Financial Crimes Specialist
05/2017 - 12/2019 Wells Fargo Roanoke, VA
Assisted in high volume inbound calls from customers with potential fraud situations. Used multiple software systems such as HOGAN, CIV and DAT. Identify account takeover, New Account Fraud and Suspected Financial Abuse. Responsible for one call resolution and call de-escalation.
Customer Care Representative
09/2015 - 03/2017 Advance Auto through Aerotek Roanoke, VA
Inbound call center for retail customers and store support. Trained on concurrent use of multiple software programs for various call types including labor and damage claims, warranty concerns and team member error. Internal operating systems included Remedy, Crossview, Starting Line, APAL, Salesforce, AS400. Maintained 93% quality assurance score and met or succeeded performance metrics.
Customer Service Representative
06/2014 - 07/2015 Open Focus/Once Driven Roanoke, VA
Responsible for high volume incoming and outgoing calls from clients, potential clients, buyers, and DNC's. Daily processing of listing reviews, status, refunds and social medial feedback. Earned employee of the month for April 2015.
Associate Sales
02/2014 - 06/2014 D'Rose Flowers & Gifts Blacksburg, VA
Assisted with daily flower shop duties, assisting customer, placing orders, reconciling funds.
New Client Services
03/2013 - 02/2014 Wall and Associates Christiansburg, VA
Responsible for in bound calls, processed potential clients on commercial database, schedule appointments for representatives and provided information on company services.
Customer Service Associate
07/2011 - 11/2012 Dish Network Christiansburg, VA
Assisted customers and agents with billing and technical issues. Selected for additional training in partner accounts and advanced technical support. Received bonuses and recognition by surpassing performance metrics on monthly goals and audited calls.
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