Charlotte Hart

Brown Deer, WI *****

aduz8g@r.postjobfree.com

+1-262-***-****

Professional Call Center Customer Service Representative committed to providing courteous, prompt, detailed and accurate support. Experience managing outbound and inbound calls and handling emergency issues with patience and tact.

Experienced Customer Service Representative with 20 years of experience working in busy, fast-paced call center. Committed to providing prompt, quick and accurate service to large volume of incoming calls.

Work Experience

Call Center Customer Service Representative Remote HUMANA - Austin, TX

August 2021 to Present

• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

• Adhered to company policies and scripts to consistently achieve call-time and quality standards.

• Documented and detailed calls and complaints using call center's CRM database.

• Resolved concerns with products or services to help with retention and drive sales.

• Answered over 180 calls per shift to meet fast-paced call center demands.

• Addressed escalated customer service issues sent from sales and service teams to save customer relationships.

• Maintained accurate and current customer account data with manual forms processing and digital information updates.

• Researched issues through identification of similar past problems and recommended most appropriate solution.

• Achieved high satisfaction rating through proactive one-call resolutions of customer issues. Collections Representative

DOVENMUEHLE - Brookfield, WI

November 2020 to July 2021

• Negotiated to collect balance in full.

• Processed payments and contracts on accounts.

• Counseled debtors on payment options and arranged installment agreements.

• Resolved challenging situations with friendly but firm strategies.

• Used probing techniques to determine debtors' reasons for delinquency.

• Used skip tracing resources to locate debtors and updated information in company system.

• Recorded all information regarding financial status of customers.

• Reviewed collection reports to determine status of collections and amounts of outstanding balances.

• Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.

• Maintained high volume of calls and met demands of busy and productive group.

• Handled 180 outbound and inbound calls daily with goal of collecting owed debt Loan Servicing Representative

MARINER FINANCE - Brookfield, WI

November 2016 to October 2020

• Reviewed and validated details of loan applications and closing documentation.

• Collected and compiled paperwork such as title abstracts, insurance paperwork, loan files and tax histories.

• Set up, stored and updated customer files, department records and regulatory paperwork.

• Communicated acceptance or rejection to applicants via mail, email, telephone or personal consultations.

• Verified credit histories, personal references and employment backgrounds for each applicant.

• Assessed customer account histories to determine previous compliance with payment plans and loan terms.

• Filed completed loan applications with underwriting and made approval or denial recommendations.

• Conducted pre-funding and funding activities for over 20 monthly applications.

• Carried out day-day-day duties accurately and efficiently.

• Demonstrated respect, friendliness and willingness to help wherever needed.

• Worked flexible hours; night, weekend, and holiday shifts. Cashier Team Lead

Check N Go - Milwaukee, WI

May 2015 to November 2017

• Trained team members on cash register operation and cash handling.

• Quickly and accurately counted drawers at start and end of each shift.

• Communicated with customers and team members to solve problems.

• Operated POS cash register and equipment to collect payments.

• Supervised cashiers to boost customer service levels, check accurate balance for transactions, and promote smooth operations.

• Led opening and closing procedures and conducted cashier drops, cash control, and vault monitoring.

• Interpreted and enforced operating instructions, procedures and safety rules.

• Worked extra shifts during busy periods and covered for call-in employees to maintain service levels.

• Performed store opening, closing and shift-change actions and kept accurate shift-change logs.

• Assisted customers by answering questions and fulfilling requests.

• Received and processed customer payments.

• Processed checks, cash and credit purchases or refunds.

• Trained, mentored and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.

• Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.

• Oversaw weekly and seasonal merchandising and signage changes to promote specific products.

• Set and updated employee schedules based on expected customer needs to meet coverage demands while controlling labor costs.

• Developed and implemented promotional strategies targeting overstocked, high-profit or nearly expired merchandise to move items and boost revenue. Assistant Manager

PLS Loan Store - Cudahy, WI

March 2011 to May 2016

• Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.

• Helped with planning schedules and delegating assignments to meet coverage and service demands.

• Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.

• Completed regular inventory counts to verify stock levels, address discrepancies and forecast future needs.

• Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.

• Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.

• Set and enforced policies focused on increasing team productivity and strengthening operational efficiency.

• Monitored security and handled incidents calmly.

• Assessed job applications and made hiring recommendations to bring in top candidates for key vacancies.

• Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.

• Mentored sales team in applying effective sales techniques and delivering top-notch customer service.

• Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements, and evaluate progress toward goals.

• Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.

• Planned team-building exercises to increase employee performance and job satisfaction.

• Assisted in organizing and overseeing assignments, planning and coordinating in-house and outsourced resources.

• Reviewed sales and gross profit reports to determine options for increasing market growth.

• Reduced financial discrepancies by monitoring credit card sales and deposits.

• Created organization systems for inventory control, merchandising, financial reports and schedules, dramatically increasing operational efficiency.

• Reduced corporate costs by developing and implementing improved merchandising, receiving and maintenance procedures.

• Directed merchandising, promotion and brand loyalty efforts for business segment with greatest sales volume.

Education

High School Diploma

John Marshall High School - Milwaukee, WI

June 2003

Skills

• Call center customer service

• Relationship building

• Claims

• Documentation review

• Insurance coverage verification

• Documentation abilities

• Policy understanding

• Health insurance

• Underwriting

• Accounts Receivable

• Management

• ICD-10

• Customer service

• Negotiation

• Microsoft Office

Certifications and Licenses

CBRF

Present

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