Vickie L. Knight

*** ***** *****, **********, ** 35215

Phone: 205-***-****

E-mail: adt84u@r.postjobfree.com

CAREER SUMMARY

Polished, professional Customer Service Representative with over twenty years of experience providing customer support in busy call center environment, retail operations and banking institutions. An unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty.

Strategic-relationship/partnership-building skills -- listen attentively, solve problems creatively, and use tact and diplomacy to find common ground and achieve win-win outcomes.

KEY ACCOMPLISHMENTS

●Managed a high-volume workload within a deadline-driven environment. Resolved an average of over 100-inquiries per day and consistently met performance benchmarks in all areas (speed, accuracy, volume).

●Helped company attain the highest customer service ratings (as determined by external auditors) -- earned highest marks in all categories including communication skills, listening skills, problem resolution and politeness.

●Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations.

●Completed voluntary customer service training to learn ways to enhance customer satisfaction and improve productivity.

WORK EXPERIENCE

Customer Support Representative, August 2019 -November 2019

Glenwood, Irondale, AL

●Conferred with families by telephone or in person providing information regarding care

●Documented records of daily activities for each patient.

●Contacted staff to report concerns regarding patient and related issues.

●Transported patients to and from school and other community activities

Caregiver, June 2018 – July 2019

Susan Talley, Hoover, AL

●Provided patient with help moving in and out of beds, baths, wheelchairs, or automobiles and with dressing and grooming.

●Bathed patient.

●Cared for patient by changing bed linens, washing and ironing laundry, cleaning, or assisting with her personal care.

●Entertained, conversed with, or read aloud to patient to keep her mentally healthy and alert.

●Planned, purchased, prepared, and served meals to patient, according to prescribed diet.

●Drove patient to and from doctor’s appointments.

Customer Service Representative, March 2013 - June 2017

AT&T, Birmingham, AL

●Received numerous certificates while working for AT&T for Excellent Customer Service, including incentive & bonus pay.

●Responsibilities included handling incoming telephone contacts with Business and Residence customers in pursuit of collecting company revenues.

●Collected delinquent bills by making outbound telephone calls to customers or by written correspondence when appropriate.

●Recorded data, notation, and or completed forms via on-line computer system while talking with customers.

● Handled adjustments as appropriate for resolving discrepancies, facilitating payment arrangement negotiations, and extensions of credit.

●Computed and quoted adjustments, credit/security requirements, balances, amounts billed and/or rates to customers. Computations involved addition, subtraction, multiplication, and division.

●Took necessary action using on-line system on delinquent accounts including restored, denials and disconnects of service where collection practice dictates. Made decisions that promoted customer satisfaction & reinforce Company goals for revenue protection.

Patient Encounter Specialist, August 2011-August 2012

Kirkland Clinic, Birmingham, AL

●Check in scheduled and add-on patients to the clinic, answered telephone and routed calls, entered demographic, insurance and charge data into system. Checked patients out of the clinic and performed patient follow-up as necessary.

●Clerical duties related to collection, deposit and recording of clinic revenue. Consistently demonstrated outstanding customer service to patients, visitors, physicians and staff.

Customer Service Representative, April 2008-May 2010

BBVA Compass Bank, Birmingham, AL

●Call Center: Duties included giving accurate information to customers concerning their accounts. Correctly debited and credited accounts. Processed loan payments using the REL System. Transferred calls.

Customer Service, October 2007-May 2008

Wal-Mart, Birmingham, AL

●Assisted customers in the selection of meat/cheese trays via phone or walk-up.

Private Duty Sitter, January 2005-August 2007

Betty Barker, Birmingham, AL

●Assisted Alzheimer’s patient with daily needs. Cooking, cleaning, bathing, administered medicine, activity planning.

EDUCATION

Area of Study: Business Administration, Two years

Jefferson State Community College, Birmingham, AL

University of Alabama at Birmingham, Birmingham, AL

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