Customer Service Representative

Lillie Ball

Beloit, WI 608-***-**** ************@*****.***

Customer Service Representative 15+ years of experience in office administration, sales, and customer service. Excellent in utilizing organization, time management, and communication skills to meet and exceed the agency overall goals.

Professional Experience

Social Security Administration Janesville, WI

Senior Customer Service Representative 9/2006 to Present

●Deliver friendly reception for visitors, employees, and clients and complete initial applicant screening

●Interpret government notices or SSA letters by providing pedestrian language to ensure claimant understanding

●Assist 200-300 retirees and disability recipients each week with estimates of current and future work payments to prevent overpayment

●Accurately process checks, money orders or cash for Medicare premiums and program fees

●Evaluate and validate legal documents for proof of identification, age, and citizenship for replacement social security cards and benefits

●Administer phone support by answering 50-75 calls per day to assist individuals in creating accounts, updating passwords, and maneuvering through RCS and SSA.gov websites

●Coach and mentor 3 new hires in training sessions and identified areas of weakness for additional development

●Streamlined online filing for Retirement or Disability applications by initiating online reports in office and instead of setting up appointments, scheduled phone requests to free up office calendar and increase productivity rates

●Established and led E-Services Committee to engage employees in raising on online service statistics and exceed expectations through monthly meetings creation of office goals, and development of weekly challenges

●Develop alternative ways and initiatives of serving the public when phone or internet services are not available

●Served as Technical Expert by resolving numerous technology issues by quickly diagnosing problems and troubleshooting to resolve system errors

●Recognized 4X with Exemplary Contribution Award for exceeding service expectations

●Honored 6X with Exemplary Service Award for excellent customer service and completing daily high call volume

Additional Experience

Grainger Industrial Supply Janesville, WI

Customer Service/Sales Representative

●Answered 75-100 daily customer calls with minimal wait times by utilizing strategic time management and quick problem resolution

●Leveraged sales expertise to promote products and generated $150K-$200K annually in additional profits from upselling opportunities

●Regularly exceeded daily sales and product add-on quotas through application of consultative selling and quality customer service

●Completed outbound telephone calls to customers for order status updates, quotes, and mailing list revisions

●Captured feedback on products and services from customers and summarized data for use in product improvement initiatives

●Responded to customer’s comments or complaints and preserved Business to Business partnerships through effective relationship building and high satisfaction rates

Ekstrom Carlson Rockford, IL

Personnel Secretary

●Provided administrative support for HR Director in recruitment and hiring processes by screening applicants, scheduling interviews, and completing onboarding paperwork

●Processed timekeeping records, answered inquiries on compensation, administered benefit programs, and delivered employee relations for team of 32 employees

●Prepared self-funded employee insurance payments, processed checks, and arranged travel accommodations for Sales Department

●Managed HR and office appointment calendar for meeting, conferences, and client site tours.

Core Competencies

Customer Service, Communication, Marketing, MS Office, CRM, Website Management, Administration, Office Management, Content Development, Organization, Lead Management, Sales, Phone Management, Time Management, Training, Communication Liaison between SSA and the public, Quick thinker with improvision abilities

Education

Bachelor of Science in Marketing, Upper Iowa University

Selected Coursework: Interpersonal Communication, Marketing Research, Consumer Behavior, Business Communication, Diverse Cultures in America

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