ELENA WAUGH-LEPPANEN 518-***-****

Albany, NY ****5 ads0ay@r.postjobfree.com

CALL CENTER / CUSTOMER SERVICE REPESENTATIVE

Strongly motivated professional with experience as a Call Center Representative. Bringing strong communication and customer service skills to exceed the employer’s expectations in a highly stimulating and challenging environment. Proficient in Microsoft Word, Excel and PowerPoint for data entry and word processing. Able to work well independently, with limited supervision.

Proven ability to make over 100 outbound phone calls every day to existing / new clients from list

Well versed in identifying customer needs and able to offer a solution quickly

Professional demeanor displayed through excellent communication skills, respect for peers, management and provided excellent customer service

Expert in using the company’s database software for data entry and benefit eligibility verification

Skilled in handling multi-phone lines, operation of copy and fax machines

Possessed a positive attitude, went above and beyond to help customers with their needs

Excellent time management and organizational skills

Phone-a-thon Volunteer, 5 consecutive years for Christian Brothers Academy (CBA), Albany, NY

Proficient in providing accurate information over the phone to motivate donations to CBA CORE COMPETENCIES

- Quick Response - Call Forwarding - Database Management

- Troubleshooting - Data Entry - Client Registration

- Technical Support - Data Updating - Billing And Disbursements

- PC Proficient - Compliant Processing - Departmental Coordination WORK EXPERIENCE

Customer Service Representative II November 2016 to August 2022 Davis Vision, Latham, NY

Call center environment for eye insurance company. Took calls from providers, members and clients. Handled benefit verification and timely fulfillment requests for routine vision, glasses and contacts. Acted as a liaison coordinating efforts between, Member, Provider, Client Representatives and manufacturing facilities. Call Center Representative May 2015 to July 2017

Siena Research Institute, Loudonville, NY

Call center environment. Conducted political and health care surveys. Customer Service Clerk November 2005 to July 2017

Hannaford, Lansingburgh, NY

Performed data entry of employee vacation and sick time. Received positive feedback from customers, fellow associates and supervisors. Packed groceries and assisted customers when needed. Contributed ideas to Supervisor to help make things more efficient and improved customer service. Maintained professionalism when handling customer grievances.

EDUCATION

High School Regent Diploma - Completed 16 College Credits during Senior Year Troy High School - Troy, NY