Customer Service Call Center
Resume:
Victoria Howard-Caraway
Administrative Assistance
Monroe, LA 71203
*******************@*****.***
Authorized to work in the US for any employer
Work Experience
DSW Worker
Care Solutions In Home Svc - Monroe, LA
October 2019 to Present
Sit in home with clients, make sure that I clients home stays clean and orderly. Preparing meals, light to moderate house work, taking clients to doctors visits and personal outing like: The mall, restaurant, and other places the client wishes to visit. Writing my daily log for each day I work with my client, and log client's bp & pulse as well as medication intake if client takes meds. Administrative Assistant/Office Manager
USMD Medical Center
October 2016 to June 2018
• Managed day-to-day operations of Dr. David E. Mitchell
• Communicated with Front Office Team
• Handled phones and faxes
• Monitored office supplies
• Composed daily office reports
• Responded to emails/faxes
• Handled travel orders and travel vouchers
• General clerical support duties including filing, faxing, scheduling, and placing orders
• Ordered and distributed work orders
• Managed and monitored payroll
• Coordinated accounts receivable and reports
• Prepared expense reports
• Input invoices into Quickbooks
Help Desk Support Specialist
USMD/Impel Consulting - North Richland Hills, TX
December 2015 to October 2016
Assisting patients with unlocking their accounts, assisting the patients resetting their passwords or enrolling in their patient portals fot the very first time. Walking patients through password reset forms or enrollment forms, assisting patients with navigation through their portals, and answering general questions as needed. Taking notes on the call by submitting call logs after the call is completed. Telemarketer
Silverleaf Resorts
January 2015 to July 2015
CSR
Managed inbound and outbound calls, web leads, exceeding weekly targets, answering 4 line telephones, assisting Manager, and Assistant Manager, handling stacks of paperwork, printing, filing, working with personal
private customer information. Demonstrated mastery of customer service skills, I have developed effective
relationships with all of my call center departments through clear communication, as well as my clients. Worked with upper management on a day to day basis to ensure appropriate changes were made to improve customer
service satisfaction. Properly directing inbound and outbound calls to the proper departments. Customer Service Representative
Allied Cash Advance - Monroe, LA
February 2008 to December 2014
Assistant Manager
Provided accurate and appropriate information in response to customer inquiries. Demonstrated mastery of customer service call script within specified time frames. Improved customer ratings by 5% .Addressed customer service inquiries in a timely and accurate fashion. Maintained up-to-date records at all times. Developed effective relationships with all call center departments through clear communication. Worked with upper management to ensure appropriate changes were made to improve customer satisfaction. Built
customer loyalty by placing follow-up calls for customers who reported product issues. Properly directed inbound calls in phone queues to improve call flow. ' Customer Service Representative
Easy Money ESG - Monroe, LA
November 2007 to February 2008
Properly directed inbound calls in phone queues to improve call flow. Built customer loyalty by placing follow- up calls for customers who reported product issues. Ran reports and supplied data to fulfill customer report
requirements. Developed effective relationships with all call center departments through clear communication.
Maintained up-to-date records at all times. Addressed customer service inquiries in a timely and accurate fashion. Demonstrated mastery of customer service call script within specified time frames. Provided accurate and appropriate information in response to customer inquiries. Night Auditor
Front Desk
August 2003 to November 2007
Collected customer feedback and made process changes to exceed customer satisfaction goals. Made reasonable procedure exceptions to accommodate unusual customer requests. Provided accurate and appropriate information in response to customer inquiries. Demonstrated mastery of customer service call script within specified timeframes .Addressed customer service inquiries in a timely and accurate fashion. Maintained up-to-date records at all times. Ran reports and supplied data to fulfill customer report
requirements. Worked with upper management to ensure appropriate changes were made to improve customer satisfaction. Built customer loyalty by placing follow-up calls for customers who reported product
issues .Formulated and enforced Service Center policies, procedures and quality assurance measures. Assisted with the development of the call center's operations, quality and training processes. Properly directed
inbound calls in phone queues to improve call flow. CSR/ Medical Billing Specialist
Private Insurance
May 2000 to August 2003
Handling medical claims, making inbound and outbound call collecting payment on medical bills such as PPO's, HMO's, Medicaid, Medicail, Private Insurance, setting up payment arrangements, Properly directing
inbound calls in phone queues to improve call flow. Building customer loyalty by placing follow-up calls. Properly directing inbound calls in phone queues to improve call flow. Assisting with the development of the call center's operations, quality and training processes. Formulated and enforced Service Center policies and the private patient privacy act, also hipaa law. Process changes to exceed customer satisfaction goals.
Made reasonable procedure exceptions to accommodate unusual customer requests. Demonstrated mastery of customer service call script within specific timeframes. Addressed customer service inquiries in a timely
manner. Worked closely with upper management to ensure appropriate were made to ensure customer satisfaction.
Education
High School Diploma
Neville High School Monroe - Monroe, LA
1999 to 2003
Skills
• I am bilingual in Spanish as well reading and wrinting Spanish
• Office Management
• Help Desk
• Office Administration
• HIPAA
• Telemarketing
• IT support
• Operating systems
• Active Directory
• Windows
• VPN
• Remote access software
• Spanish
• English
Certifications and Licenses
Driver's License
Assessments
Verbal communication — Highly Proficient
February 2022
Speaking clearly, correctly, and concisely
Full results: Highly Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
Additional Information
SKILLS
Spanish (10+ years)
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