Entry Clerk Resolution Specialist

Eric Garnes

Customer Service Professional

***********@*****.*** • 832-***-****

Rosenberg, TX

Summary

Engaging and hardworking customer service professional with the strong ability to multi-task, prioritize, and manage time effectively in a fast-paced environment. Team player with people skills, a friendly positive attitude, and a drive for exceeding expectations. Focused on how to best meet customer needs and work with team members to provide a high-quality customer experience.

Areas of Expertise

Organizational Leadership

Customer Service Management

Analytical Problem Solving

Administrative Support

Consultative Sales

Project Participation

Communication Skills

Relationship Building

Report Writing & Documentation

Data Entry / Database Management

Staff Training & Development

Strategic Planning & Analysis

Professional Experience

Ontellus, Houston, TX

Internal Resolution Specialist, 2010 - Present

Coordinate internal and external requests for forward progress on open orders for the nation’s largest, privately held online records retrieval service for custodians, insurance carriers, legal firms, and self-insured corporations. Accurately input file notes via proprietary software systems regarding records requests which need to be expedited. Demonstrate active listening skills to stay calm and learn about customer issues to deliver timely problem resolution. Maintain up-to-date training on company policy, automation security, and HIPAA.

●Deliver superior customer service and support to reach planned daily escalation goals for a variety of legal entities; maintain a 30-day turnaround for each request.

●Ensure zero delays in legal proceedings by proactively requesting various authorizations, certifications, and subpoenas from custodians prior to processing for clients.

●Utilize strong communication skills to partner with accounting for check/credit card remittances in order to facilitate expedited records release processes.

●Train and mentor new employees orientating each with company culture, policy, and daily procedures.

ACS Inc. - Xerox and Sprint/Nextel Inbound Call Center, Houston, TX

Customer Service Representative, 2006 - 2010

Effectively managed time in a fast-paced, call center environment to identify sales opportunities and offer customized solutions for customers. Demonstrated a motivated and competitive mindset to meet sales quotas and service objectives. Remained calm under pressure to actively cultivate positive customer relationships utilizing proven sales techniques.

●Troubleshot and resolved customer issues related to billing, technical, cancellations, sales, and legal needs.

●Demonstrated sound business acumen to review and make decisions regarding the disbursement of adjustments and credits.

●Drove sales conversions using a consultative sales approach to educate the customer on new products, rate plans, and services.

Chasecom, Inc. - AT&T Inbound Call Center, Houston, TX

Customer Service Representative, 2004 - 2006

Supported the sales organization with valuable consumer data and analytics in their efforts to upsell key customers primarily in the business community. Educated field sales representatives on new products and services to make recommendations for cross sales strategies for each specific customer.

●Championed organization-wide initiatives for achieving product/service promotional selling goals.

●Demonstrated an openness to and acceptance of changing business needs by maintaining professional behavior and flexibility with work assignments.

Additional Experience:

Asset Protection Officer, B.P. Security, Houston, TX

Data Entry Clerk, U.S. Equestrian Federation, Inc., New York, NY/Lexington, KY

Education

Bachelor of Arts in Psychology

Tougaloo College, Jackson, MS

Bank Teller Certificate

Houston Community College, Houston, TX

Asset Protection Certification

B.P. Security, Inc., Houston, TX

Asset Protection Certification

Condor Security Academy, New York, NY

Training & Development

Customer Service Training Module, Executrain, Inc., Lexington, KY

Contact this candidate