Customer Service Call Center
Resume:
Nadine V. Madison
*********@*****.***
www.linkedin.com/nadinevmadison
Summary
An accomplished and business savvy professional with robust experience acquired over the years in delivering optimal results and business value managing multiple projects simultaneously. A dynamic, versatile, and detailed-oriented leader well versed in all aspects of a call center environment.
Core Competencies
Customer Service
Records Management
Leadership
Administrative and Office
Problem Solving
Analytical Skills
Quality Control
Call Center
Communication
Professional Experience
(Nov 2021 – July 2022)
Administrative Operations Specialist
BAH, McLean, VA
•Provide clerical/administrative support to the training and development Learning & Development operations team.
•Utilized the Workday database to schedule courses and enroll clients.
•Respond to 50 daily communications through MS Teams, email, and Instant Messaging (IM).
•Created and opened WebEx meetings and MS Outlook meetings.
•Reviewed and assisted the human resource department daily with employee promotions, terminations, and requisitions.
(Sep 2021 - Nov 2021)
Customer Service Representative
DXC Technology, Tulsa, OK
•Responded daily to 100 inbound telephone call, emails and IM’s providing efficient and accurate information to customers.
•Recorded calls daily into the CRM paying close attention to details.
•Provided information about membership fees, policies, processes, benefits, products, and services.
•Identified and resolved complaint inquiries from customers.
•Received a customer service award for going above and beyond with the customers.
(Feb 2019 - Jun 2021)
Records Supervisor
Chenega IT Enterprise Services, LLC, Chantilly, VA
•Supervised and coached staff on how to process a goal of 75 digital and paper records per day.
•Monitored time and efficiency to effectively establish and maintain daily productivity to meet deadlines.
•Reviewed and quality-controlled data entered into an excel spreadsheet for discrepancies.
•Implemented and streamlined document retrieval process to meet monthly deadlines.
(Jun 2018 - Dec 2018)
Customer Relationship Management Representative
G+D Mobile Security, Inc., Dulles, VA
•Responsible for the preparation and the processing of incoming invoices.
•Tracked shipments, supplies and inventoried existing products and placed orders according to demand.
•Responded daily to emails, chat from internal and external customers.
•Collaborated with project managers daily regarding the logistics of the shipments to stakeholders.
(Aug 2017 - Feb 2018)
Call Center Quality Control Supervisor
American Disposal Services, Manassas, VA
•Reduced departmental escalation calls by 87% with the development of control protocols.
•Successfully audited 99% of inbound and outbound calls for adherence to policies, procedures, and quality assurance.
•Recruited, hired, trained, and prepared call center staff to respond to customer questions and complaints and troubleshoot problems with services or products.
(May 2017 - Aug 2017)
Verification Associate
The Association of American Colleges, Washington, DC
•Managed up to thirty-five college applications daily, reviewing for accuracy completion and compliance.
•Supported databases ensuring that accurate information was always present.
(Nov 2016 - Feb 2017)
Customer Service Agent
The Teaching Company, Chantilly, VA
•Generated sales by up-selling and cross-selling products.
•Resolved and answered frequent questions, processed orders, and performed various administrative projects that were needed in the call center.
•Achieved detailed knowledge to become a Subject Matter Expert (SME) on products and policies to supply expert service to our highly valued customers.
(Sep 2014 - Jan 2015)
Project Supervisor
Ecompex, Inc., Reston, VA
•Greeted and escorted visitors through secured areas of the building.
•Directed, reviewed, and perfected office operations to increase accuracy, productivity, efficiency to reduce costs.
(Oct 2005 – Sep 2014)
Project Supervisor
Ecompex, Inc., Reston, VA
•Lead training for all staff on customer service best practices by leading the training initiatives and revamping schedules.
•Increased average calls per hour during high-volume shifts achieving a 15 percent productivity improvement.
•Partnered with HR to discern workforce needs; define job parameters; outlined desired qualifications to select the best candidates for skilled positions.
•Lead the redesign of the Call Center database with the Web Development team to improve the data analytics by 70 percent.
Education
B.A. Political Science
Buffalo State, The State University of New York
Technical Skills
Microsoft Office Suite, MS Teams, Zoom, WebEx Meetings, Twitter, Instagram
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