Call Center Service Representative

Erwin Orlando

West Covina, CA. 626-***-**** ****************@*****.***

KEY QUALIFICATIONS

Customer service – Meeting clients where they are, in order to provide prompt resolutions.

Experience – Over 15 years of working in a fast-paced call center.

Communication – Excellent verbal and written communication skills.

Skills – Ethical, empathetic, patient, highly organized, critical thinker, and culturally competent.

EDUCATION

University of Denver Denver, CO.

Master of Social Work (MSW) November 2022 (expected)

Concentration in Addiction and Trauma GPA: 4.0

Relevant Coursework (Integrated Social Work Practice, Clinical Social Work Skills)

Azusa Pacific University Azusa, CA.

Master of Human Resources and Organizational Development July 2013

GPA: 3.7

WORK EXPERIENCE

Kaiser Permanente Baldwin Park, CA.

Call Center Supervisor May 2005 – December 2019

Hires, trains, coaches, mentors and supervises competent, productive, motivated staff to provide high quality telephone service to Kaiser members.

Coordinates and directs daily shift operations in the center in collaboration with other supervisors and senior supervisors.

Ensures cost-effective operations while remaining within budgetary guidelines on a daily basis.

Collaborates with Call Center Management team to plan and achieve center goals and objectives.

Promotes achievement of organizational and center goals by exhibiting an effective and adaptable leadership style.

Performs additional duties as required and assigned.

Waste Management Baldwin Park, CA.

Customer Service Representative April 2004 – May 2005

Records account activity.

Troubleshoots customer concerns and coordinates selling efforts with sales team.

Reviews accounts and sells new business to existing clients.

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