Call Center Customer Service
Resume:
Kelli Bushman
Call Center Operations, Sales, Quality Assurance, Onsite and Remote Training Specialist Yorktown, VA 23692
**************@*****.***
Looking to find a mainly remote position with a Company I can grow with. Authorized to work in the US for any employer
Work Experience
Quality Assurance Administrator/Trainer/Operations MAP Communications, Inc. - Chesapeake, VA
June 2017 to Present
Train, monitor, coach and assess agents in a positive manor to ensure requirements are being met. Assist with call center operations and special projects. Monitor Queues, staffing needs, and abandon rates to ensure the lowest hold times. Coordinate all new hire and refresher training. Create and update training materials, policy and procedures for training. Create customer and agent training. Assist with our Tech support helpdesk queue. Assist with new account testing and proficiency of the software. Assist remote sites with any and all needs.Perform train the trainer sessions. Monitor and assist with extreme call queues. Use Microsoft office, chat, CMR, email, and any other programs to assist with duties. Remote and onsite.
Initial Decline Specialist/Collection Expert
International Marketing Association
August 2014 to June 2017
Broken several company records in the short time employed with this company. Collect money for accounts that are past due or closed that still have a balance. Contact clients that have cancelled their subscription with our company and ensure that they still want to go through with their order and obtain payment. Sales.
Interest Rate Reduction Specialist
United Financial LLC
February 2011 to July 2013
Always finished within the top 5 producers.
Loan Remodification Executive
Wineberg
April 2010 to December 2010
Accent Marketing
Melissa Bedgood
December 2005 to January 2010
*White Glove Customer Service Specialist
*Presented an award of achievement for excellent customer service and being top salesman in a 4 state region by Dan Hesse CEO of Sprint.
Education
High school diploma
Umatilla High School - Umatilla, FL
Skills
• Quality Assurance
• QA
• Microsoft Office
• Microsoft Word
• Excel
• Microsoft Powerpoint
• Microsoft Outlook
• Outbound Sales (2 years)
• Windows 10
• Windows 7
• Windows Xp
• Windows Vista
• Social Media Management
• Time Management
• Multi-Line Phone System
• Google Docs
• QuickBooks
• Management Experience (2 years)
• Coaching (2 years)
• Team Building (2 years)
• Jira
• Technical Support
• SQL
• Cold Calling
• Operating Systems
• Agile
• User Acceptance Testing
• Avaya
• Test Cases
• Microsoft Excel (10+ years)
• Google Docs (4 years)
• Microsoft Powerpoint (10+ years)
• Training & development (4 years)
• Team building (4 years)
• Conversion optimization (2 years)
• Call center management (4 years)
• Data entry (10+ years)
• Data analysis skills (7 years)
• Customer retention (10+ years)
• Team management (4 years)
• Account analysis (8 years)
• Deescalation Specialist (10+ years)
• Software testing
• APIs
• Web Services
• JavaScript
• retail sales (2 years)
• Microsoft Outlook (5 years)
• Java
• ERP systems (4 years)
• Remote access software (4 years)
• remote training (4 years)
• administrative and business operations (4 years)
• Mentoring
• User Interface (UI)
• Test Automation
• Network monitoring (4 years)
• Data analysis skills (10+ years)
• Teacher coaching (4 years)
• Profit & loss (4 years)
• Live chat (4 years)
• B2B (10+ years)
• ADP (8 years)
• Credit analysis (2 years)
• Operations management (4 years)
• Communication skills (10+ years)
• Front desk (2 years)
• Medical terminology (4 years)
• EHR systems (4 years)
• Order entry (10+ years)
• Hospitality (3 years)
• Training & development (4 years)
• HIPAA
• Call center management (7 years)
• Jira (4 years)
• Problem management (4 years)
• Change management (4 years)
• Employee relations (4 years)
• Employee evaluation (4 years)
• Employee orientation (4 years)
• Classroom experience
• Classroom experience
• Customer service
• Technology management (4 years)
• Technical writing (4 years)
• Sales support
• Learning technology (10+ years)
• Typing (9 years)
• DocuSign
• Project management
• Negotiation (3 years)
• Contract negotiation (3 years)
• Quality management
• Document management
• Leadership
• VPN
• Bartending
Certifications and Licenses
HIPAA
Yearly updates
Assessments
Sales skills — Proficient
August 2021
Influencing and negotiating with customers
Full results: Proficient
Administrative assistant/receptionist — Proficient August 2021
Using basic scheduling and organizational skills in an office setting Full results: Proficient
Customer focus & orientation — Proficient
August 2021
Responding to customer situations with sensitivity Full results: Proficient
Work style: Conscientiousness — Proficient
August 2021
Tendency to be well-organized, rule-abiding, and hard-working Full results: Proficient
Project timeline management — Highly Proficient
August 2021
Prioritizing and allocating time to effectively achieve project deliverables Full results: Highly Proficient
Customer focus & orientation — Proficient
August 2021
Responding to customer situations with sensitivity Full results: Proficient
Basic attention to detail — Proficient
October 2021
Identifying differences in materials, following instructions, and detecting details among distracting information
Full results: Proficient
Written communication — Proficient
December 2022
Best practices for writing, including grammar, style, clarity, and brevity Full results: Proficient
Supervisory skills: Motivating & assessing employees — Proficient December 2022
Motivating others to achieve objectives and identifying improvements or corrective actions Full results: Proficient
Call center customer service — Proficient
December 2022
Demonstrating customer service skills in a call center setting Full results: Proficient
Sales skills — Proficient
December 2022
Influencing and negotiating with customers
Full results: Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
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