Call Center Customer Service

561-***-**** *************@*****.***

OBJECTIVE

To obtain employment with a company, where the diversity of my expertise can be an asset to

both the professional and personal growth to utilize my experience and secure my career.

SUMMARY OF EXPERIENCE

Nations Safe Drivers Boca Raton, FL

Dispatch/Roadside Specialist April 2022-Present

Assisting customers who are in need of roadside assistance by contacting and managing service

providers in a fast paced, quickly changing environment.

Elite Travel Group LLC West Palm Beach, FL

Customer Service Rep/Travel Coordinator Mar 2020-Dec 2021

Vacation sales/marketing. I offer a discounted promotional travel package to various

destinations that includes taking a timeshare presentation. I handle customer service calls as

well as resolving customer issues. I also assist with helping customer book their reservations.

Call4Health Delray Beach, FL

PCR/Team Lead Nov 2017-Feb 2020

Supervise day-to-day operations of the division, ensuring employees are on time, performing and

meeting daily, weekly and monthly goals. Other responsibilities include employee motivation,

coaching and developing employees and making sure the shift adequately staffed and schedules

are adhered to. Ensure individuals/team meet or exceed performance metrics by communicating

performance goals and providing on going feedback to PCRs. Assist in customer service by

handling escalated calls from irate patients/clients, manages the process to ensure resolution of

service issue related to escalate the calls. Assist patients by taking messages and dispatching

calls to physicians/hospital facilities.

Skills:

3 years of experience using specialized scheduling/data entry platforms

Palm Beach Communications, LLC West Palm Beach, FL

Call Center Manager Feb 2013 Sept 2017

Responsible for managing all aspects of production for 30+ customer service representatives in a

busy call center environment. Monitor/mentor agents on proper call etiquette while enhancing

customer service and sales skills by demonstrating proper techniques. Consistently exceeded

revenue goals by actively obtaining new customers, prioritizing leads and working with existing

accounts to create business solutions.

Teleback Inc. Greenacres, FL

Call Center Manager Jan 2010-Jan 2013

Determined call center operational strategies by conducting assessments, performance reviews,

and capacity planning; establishing technical specifications, in term of production, productivity,

quality control, and customer service standards. Contributing information and analysis to

organizational strategic plans and reviews. Maintained and improved call center operations by

monitoring employee performance, identifying and resolving problems, preparing and completing

action plans, managing systems and process improvement and quality assurance programs and

implementing upgrades when necessary.

EDUCATIONAL SUMMARY

University of Arkansas

B.S. Business Finance 1992-1996

SUMMARY OF EXPERTISE

Develop and maintained relationships with business owners in order to develop new business

and increase cross selling opportunities with existing accounts

Performing basic clerical functions with proficient PC skills. Experience in working with the logistic

and information systems departments to clarify account needs and develop added-value

solutions.

Extensive experience designing customized proposals and sales presentations, skilled at

listening to client needs and concerns, developing effective solutions, and persuading customers

to take action; Preference for presenting directly to key executives and decision makers.

Assist in customer service by handling escalated calls from irate patients/clients, manages the

process to ensure resolution of service issue related to escalate the calls. Assist patients by taking

messages and dispatching calls to physicians/hospital facilities.

Contact this candidate