M

Racquel Mc Queen

406-***-****

ads5he@r.postjobfree.com

Missoula, MT 59801

SUMMARY

Effective customer service representative with 15 years of experience assisting customers using active listening and customer needs assessment to offer targeted solutions. Consistently friendly and professional when handling diverse customer needs in high-volume call center environments. Smoothly manage workflow and optimize team strengths to meet service quotas.

SKILLS

Credit card payment processing

Report creation

Senior leadership support

Store maintenance

Technologically savvy

Inbound and outbound calling

Conflict mediation

Adaptive team player

Call center experience

EXPERIENCE

Customer Service Representative

Billings, MT

ROI Solutions Inc./ Aug 2020 to Current

Verified medical insurance applications and sent completed applications to the underwriting department. Read disclosures and asked questions to maker sure all of the questions have been answered fully and all of the information is completely documented. Once the application is complete the disclosures that are read in order to complete application and digitally sign the application. The application is sent to the underwriting department.

Dining Room Attendant

Missoula, MT

McDonald's/ Feb 2020 to Current

Greeted guests with friendliness and professionalism.

Organized ingredients and restocked supplies to prepare for busy periods.

Verified compliance with all sanitation and safety requirements.

Cleaned utensils, dishes and glasses for customer use.

Sanitized and kept work areas tidy by cleaning surfaces, equipment and floors, removing trash and maintaining machinery.

Disability Support Worker

Missoula, MT

Opportunity Resources Inc./ Nov 2016 to Aug 2020

Transported clients to locations such as medical appointments and group meetings to maintain social connections and meet medical needs.

Helped clients maintain daily living standards by assisting with personal hygiene needs.

Assisted with meal planning to meet nutritional plans.

Ambulated individuals with safe and effective strategies around home, public and medical locations.

Completed administration work and paperwork for over 8 clients.

Completed administration work and paperwork for over 8 clients.

Administered medication to patients according to strict schedules.

Assisted patients with daily personal hygiene such as bathing, dressing and grooming.

Engaged with patients and families, providing emotional support and instruction in preparing healthy meals, independent living skills and adaptation to disability or illness.

Cashier

Missoula, MT

Walmart/ Feb 2015 to Aug 2016

Wiped down counters and conveyor belt to remove debris and maintain cleanliness.

Properly verified customer identification for alcohol or tobacco purchases.

Processed customer payments quickly and returned exact change and receipts.

Completed daily recovery tasks to keep areas clean and neat for maximum efficiency.

Operated cash register, collected payments and provided accurate change.

Welcomed customers, offering assistance to help find necessary store items.

Customer Service Representative

Missoula, MT

DIRECTV/ Jun 2012 to Aug 2015

Informed customers about billing procedures, processed payments and provided payment option setup assistance.

Asked probing questions to determine service needs and accurately input information into electronic systems.

Assessed customer needs and upsold products and services to maximize sales.

Answered 100 inbound calls per day and directed to designated individuals or departments.

Evaluated customer account information to assess current issues and determine potential solutions.

De-escalated problematic customer concerns, maintaining calm, friendly demeanor.

Educated customers on special pricing opportunities and company offerings.

Set up and activated customer accounts to maintain QA satisfaction levels.

EDUCATION AND TRAINING

Bachelor of Arts: Early Childhood Education

Ashford University

San Diego, CA

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