Customer Service Representative
Resume:
Bramiya Beaton
Customer Service Representative
Clarksville, TN 37040
*.**********@******.***
Qualified and motivated Customer Service Representative with experience in a fast-paced, multitasking environments. Proficient in managing and maintaining various customer documents, resolving all client issues, and increasing the quality of customer service. Strong communication skills with ability to manage time effectively.
Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
UI Support Representative: Work-At-Home
OneSupport - Austin, TX
May 2020 to Present
• Provide assistance to inbound callers regarding unemployment claims
• Represent our clients in a positive, professional, and ethical manner while working to exceed customer and company expectations
• Interact with customers to provide, process, and prioritize information in response to inquiries, concerns, and requests about products and services primarily via inbound calls
• Research required information using available resources
• Follow provided processes and procedures
• Identify and escalate priority issues per client specifications
• Accurately process and record call transactions using the designated tracking software
• Stay current with system information, changes and updates
• Manage time effectively in order to obtain performance criteria objectives
• Taking consecutive customer calls and talking for the duration of your shift minus any breaks
• Typing 40+WPM frequently for the duration of your shift minus any breaks
• Sitting or standing at work-station for the duration of your shift minus any breaks Independent Contractor
NexRep
April 2020 to Present
Essential Functions:
• Answer incoming calls.
• Read a script, preferably with inflection in your voice.
• Present offers as they come up in the script.
• Enter data into the script as the customer gives it you to.
• Answer the customer’s questions, with most answers provided within the script
• Provide an order summary to the customer, also as part of the script.
• Submit the order, thank the customer, and you’re done! Customer Service Representative-Work at Home
Alorica
November 2019 to Present
• Talks to customers over the phone, email, online chat or social media to resolve their questions or concerns
• Maintain and update customer information as necessary
• Calmly attempt to resolve and de-escalate any issues
• Escalate calls to supervisor when necessary and appropriate
• Respond to requests for assistance and/or possible processing of credit card authorizations
• Tracks call-related information for auditing and reporting purposes
• Provide feedback reports on call issues related to downtime and/or training issues
• Upsell to customers as necessary
• Schedule flexibility
TennCare Member Services
Astyra Corporation - Nashville, TN
January 2020 to April 2020
• Develops and maintains working knowledge of internal policies, procedures and services (both departmental and operational).
• Utilizes automated systems to log and retrieve information. Performs accurate and timely data entry of electronic faxes.
• Receives inquiries from customers or providers by telephone, email, fax, or mail and communicates response within required turnaround times.
• Responds to telephone inquiries and complaints in a prompt, accurate, and courteous manner following standard operating procedures.
• Interacts with hospitals, physicians, beneficiaries, or other program recipients.
• Investigates and resolves or reports customer problems. Identifies and escalates difficult situations to the appropriate party.
• Meets or exceeds standards for call volume and service level per department guidelines.
• Initiates files by collecting and entering demographic, provider and procedure information into the system.
• Serves as liaison between the Review Supervisors and external providers.
• Maintains logs and documents disposition of incoming and outgoing calls. Customer Service Representative
Convergys/Concentrix - Clarksville, TN
November 2018 to December 2019
This position interfaces with customers via inbound calls, outbound calls, or through the Internet depending upon client requirements. This position provides customer service support and resolution of routine problems regarding client's product or services.
• Ensure customer service delivered to our customers meets contractual Key Performance Indicator
(‘KPIs’)
• Clarify customer requirements; probe for understanding, use decision-support tools and resources to resolve customer issues that are non-standard/unstructured and require some clarification or conceptual thinking
• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
• Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
• Maintain broad knowledge of client products and/or services
• Prepare complete and accurate work including appropriately notating accounts as required
• Participate in activities designed to improve customer satisfaction and business performance
• Offer additional products and/or services
• Track, document and retrieve information in call tracking database Resident Assistant
Walking Horse Meadows/ Five Star Senior Living - Clarksville, TN June 2017 to April 2019
As the name implies, the main responsibility of a resident assistant is to assist residents. They help residents with daily living, which might include using the toilet, bathing and washing, dressing, cooking, serving food and collecting food trays. They also help with other tasks such as recreational and social activities. They might provide assistance to residents who have limited mobility by helping them walk or transporting them in wheelchairs. In addition, they may perform administrative tasks such as answering phones and greeting visitors, and provide documentation of care and assistance. Resident assistants work in assisted living facilities with the elderly or disabled. Facilities may be part of nursing homes and nursing facilities, while others are part of retirement communities. Resident assistants may work during regular business hours, weekends or overnight, and can work full- or part-time. Since assisted living facilities provide 24-hour care to residents, some resident assistants may need to be flexible and able to work irregular hours if additional coverage during the overnight hours, holidays or weekends is needed.
Cashier/Sales Associate
Kmart - Beaufort, SC
December 2013 to December 2016
A Kmart cashier handles purchases made by customers every day. In addition to ringing up goods, Kmart cashiers must also answer customer questions, handle money, and perform multiple customer service duties. Quite often, cashiers may need to perform other duties for Kmart, including stocking, inventory management, merchandising, and other administrative duties. Job seekers looking for employment with Kmart must display a friendly attitude, basic math skills, and attention to detail when dealing with money. Education
High school or equivalent in Education
Whale Branch Early College High School - Seabrook, SC August 2012 to May 2016
Skills
• Microsoft Office (4 years)
• Medical Terminology (2 years)
• Excel (4 years)
• Sales (2 years)
• Word (4 years)
• Communications (2 years)
• Typing (4 years)
• Cashier (2 years)
• Customer Service (2 years)
• Data Entry (2 years)
• Microsoft Powerpoint (4 years)
• Microsoft Access (4 years)
• Assisted Living
• Customer Support
• Call Center
• CSR
• Customer Care
• Live Chat
• Math
• Basic Math
• Sales Support
• User Interface (UI)
Awards
MOS Powerpoint
2016
MOS Word
2016
MOS Excel
2016
MOS Excess
May 2016
Certifications and Licenses
Microsoft Office Specialist
Present
National Career Readiness Certificate
Present
Drivers License
Assessments
Typing — Proficient
January 2020
Transcribing text using a standard keyboard
Full results: Proficient
Work Style: Reliability — Highly Proficient
January 2020
Tendency to be dependable and come to work
Full results: Highly Proficient
Work Style: Conscientiousness — Expert
October 2019
Tendency to be well-organized, rule-abiding, and hard-working. Full results: Expert
Call Center Customer Service — Proficient
August 2019
Applying customer service skills in a call center setting. Full results: Proficient
Work Style: Reliability — Highly Proficient
June 2019
Measures a candidate's tendency to be dependable and come to work. Full results: Highly Proficient
Verbal Communication — Proficient
September 2020
Speaking clearly, correctly, and concisely
Full results: Proficient
Electronic Health Records: Best Practices — Completed June 2019
Knowledge of EMR data, associated privacy regulations, and best practices for EMR use. Full results: Completed
Basic Computer Skills: PC — Highly Proficient
September 2020
Performing basic computer operations, navigating a Windows OS, and troubleshooting common computer problems.
Full results: Highly Proficient
Administrative Assistant/Receptionist — Proficient February 2020
Using basic scheduling, attention to detail, and organizational skills in an office setting. Full results: Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
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