Call Center Customer Service

Eva S Hill

*************@*****.*** 937-***-****

Springfield, OH 45504

SUMMARY

Detail-oriented professional committed to improving organizational outcomes by monitoring performance initiatives. Focused on planning, implementing and optimizing procedures. Specializing in Customer Service operations and dedicated to maximizing quality. Organized and motivated employee eager to apply time management and organizational skills in various environments. Seeking entry-level opportunities to expand skills while facilitating company growth. Diplomatic Customer Service Agent versed in applying strong communication, problem-solving skills and polite, professional demeanor to resolve customer issues and maximize satisfaction. Experienced in exceeding performance goals in fast-paced call center environments. Trained in connecting with customers to build positive relationships and strengthen loyalty. Compassionate Call Agent with documented strengths in building customer relationships. Caring and kind with focus on providing effective solutions to complex problems. Eager to provide superlative results for customers and employers alike.

SKILLS

Solution Development and Optimization

Verbal and Written Communication

Problem Solving

Safety Compliance

Problem-Solving

Quality Issue Identification

Adaptability and Flexibility

Quality Control Data Compilation

EXPERIENCE

Quality Analyst

Red Roof Springfield, OH Oct 2019-Sep 2022

Monitored completed work and provided feedback to improve team member performance. Maintained quality assurance procedure documentation. Identified quality trends to investigate system flaws, process inefficiencies and training needs. Identified training opportunities to drive increased levels of quality through various projects. Evaluated grading of product quality against published specifications to maintain consistently high-quality standards.

Worked with team members to create efficient workflows, resulting in high productivity. Call Center Senior Agent

Red Roof Springfield, OH Apr 2014-Oct 2019

Worked closely with Call Center Agents to ensure that each assignment was finished ahead of its deadline.

Dispensed key information to other individuals throughout organization to facilitate successful operations.

Responded promptly to customer service calls and inquiries from diverse groups of individuals. Delivered excellent service via inbound and outbound calling efforts, meeting established minimum targets.

Evaluated and identified opportunities to drive process improvements, positively impacting customer experience.

Handled customers effectively by identifying needs, quickly gaining trust, approaching complex situations and resolving problems to maximize efficiency. Delivered fast, friendly and knowledgeable service for routine questions and service complaints. Reviewed files, records and other obtained documents to respond to customer requests. Maintained strong call control and quickly worked through scripts to address problems. Helped clients navigate online systems within established frameworks to obtain services. Taught agents successful strategies for positively influencing customer experiences, maintaining control of call flow and de-escalating conflicts.

Corrected issues by giving agents targeted and highly constructive feedback. Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.

Call Center Agent

Red Roof Springfield, OH Sep 2012-Apr 2014

Handled customers effectively by identifying needs, quickly gaining trust, approaching complex situations and resolving problems to maximize efficiency. Delivered fast, friendly and knowledgeable service for routine questions and service complaints. Managed customer expectations by clarifying needs, identifying options and recommending products and services.

Met or exceeded call speed, accuracy and volume benchmarks on consistent basis. Managed high-volume of inbound and outbound customer calls. Explained key information regarding products and services to customers to encourage informed decision-making.

Maintained strong call control and quickly worked through scripts to address problems. Asked probing questions to determine service needs and accurately input information into electronic systems.

Key Carrier and Electronics Lead

Kmart, Sears Holding Springfield, OH Mar 2005-Apr 2012 Operated cash register.

Maintained store and maintained appearance.

Signed for incoming shipments in manager's absence. Connected with customers to provide assistance and collect feedback to optimize operations. Delegated tasks appropriate to individual employees to provide development opportunities. Completed thorough opening, closing and shift change functions to maintain operational standards each day.

Addressed employee issues and conflicts to provide input, feedback and coaching. Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies. Maintained high merchandising standards by building attractive displays and monitoring inventory levels.

Responded to safety and loss prevention incidents. Monitored cash drawers in checkouts to verify adequate cash supply. Supervised receiving and stockroom activities to identify opportunities with inventory and prevent shrinkage.

Handled opening and closing duties to keep store organized, well-stocked and running smoothly.

Replenished retail merchandise and displays to deliver strong visual presentation. Supported loss prevention initiatives to minimize theft. Developed good working relationships with store leadership and sales personnel. Suggested additional items and merchandise to boost sales. Recommended improvements to store procedures.

Pharmacy Technician

Kmart, Sears Holding Naples, FL Jan 2000-Jun 2004 Teamed with peers, technicians and pharmacists to prioritize and complete orders. Created new customer profiles and updated demographics, allergies and new medications in pharmacy computer systems.

Assisted pharmacist with clearing high volume of prescriptions and responded to customer questions.

Interpreted and processed medication orders under supervision of pharmacist. Inspected medication storage locations to monitor drug expiration dates and supply adequate inventory.

Refilled medications, offered insight into over-the-counter products and verified insurance benefits.

Transmitted claims to insurance companies for payment and reconciled EOBs. Liaised with pharmacist to measure and prepare medication doses and packaging and label prescriptions.

Leveraged database to confirm validity of prescriptions, patient data and drug side effects. Verified prescriptions and drug labels, documents and packages. Maintained strict patient confidentiality to adhere to HIPAA regulations and avoid data compromises.

Maintained clean and organized pharmacy shelving and work areas. Verified patients' identities at pickup to prevent sale of wrong medications. Performed wide range of pharmacy operations with strong commitment to accuracy, efficiency and service quality.

Efficiently processed cash register transactions for new and refilled prescription orders. Completed and filed patient paperwork, updating records in system with insurance carrier changes and allergy information.

Prepared prescription labels, promoting accuracy in medication administration and dosing. Adhered to regulatory guidelines for workplace safety and customer confidentiality. Worked with insurance companies to process claims, resolve problems and obtain payments. Established and updated patient profiles, medications and insurance details. Consulted with customers via telephone or in-person to assist with navigating pharmacy systems and completing requests.

Prepared pricing and instruction labels for placement on prescriptions. Closely inspected medications to determine accuracy of identities, strengths and purities. Verified labeled prescriptions using 8-point check system to maintain accuracy and efficiency. Merchandised related products to drive pharmacy department sales. EDUCATION AND TRAINING

High School Diploma

Northwestern High School Springfield, OH June 1973

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