Call Center Customer Service

Preston L. Chaplin

New York, New York ***** Phone: 1-929-***-****

E-Mail: ************@*****.***

Qualifications:

● Computer Skills: MAC and P.C proficient (Advances MS Word, Excel, MS PowerPoint, and Outlook

● Strong verbal, personal, and communication skills

● Ability to work independently and in conjunction with co-workers of all levels

● Detailed oriented, flexible, organized, and goal-oriented

● Ability to de-escalate issues appropriately

● Strong organizational and problem-solving skills

● Ability to multi-task in a fast-paced environment

● Salesforce, Zendesk, E-commerce, Epic trained, Slack, Microsoft Teams, Google Suite Certifications: Credentialed Alcohol and Substance Abuse Counselor, OSHA 10, TSA Certified Skills: Cooperative team player • Attracts potential customers by answering product and service questions suggesting information about other products and services. • Adhere to all safety requirements particular traffic laws • Experienced driver for over 20 years • Familiar with traffic control and policies • Familiar with traffic around all five boroughs • GPS savvy Work Experience:

Airspace Technologies New York, NY 2020-Present

Medical Transport Driver/Commander

● Prepares and makes deliveries to customer accounts on assigned route.

● Arrange merchandise for transport (on delivery and return) and at customer locations.

● Load, unload, or stack containers, materials, or products.

● Pick up packages such as medication, organs, donor tissue, culture samples & aircraft parts that are ready for shipment: loads/unloads containers.

● Uses a handheld tablet to scan customer orders for accuracy, obtain route stop information and navigation.

● Maintains appropriate licenses, training and certifications. IQor

Call Center Supervisor New York, New York 2017-2020

● Supervise a team customer service agents.

● Organize, direct, and monitor daily activities of team of customer service agents.

● Create and implement strategy to ensure performance objectives are met.

● Handle escalated calls.

● Monitor and review individual and team performance. Success is based on the performance of assigned agents and the overall success of the project

● Monitor calls to observe individual demeanor, technical accuracy, and conformity to company and client policy and procedure; provide feedback as required. Preston L. Chaplin

New York, New York 10465 Phone: 1-929-***-**** E-Mail: ************@*****.***

● Monitor and analyze productivity of agents; generate reports based on analysis.

● Field questions from team and possibly clients; recommend corrective services to address customer complaints.

● Provide coaching and development feedback.

● Ensure all client compliance requirements are met.

● Ensure all work is performed in compliance with Company Policies, client mandates as well as local, state and federal collections laws and regulations

● Produce and review Call Management System (CMS) reports.

● Ensure all payroll deadlines are met.

● Ensure daily and monthly performance results are tracked by agent and team.

● Possess working knowledge of utility industry regulated market credit/collections practices

● Participates in the interviewing and hiring process

● Issues corrective action/termination as necessary

● Motivates staff and maintains a team atmosphere. LeStat Corp. Lyndhurst, NJ 2018-2020

Supervisor Patient Transport Specialist

● Established and maintained communication with patients and coworkers to improve quality of service and customer satisfaction.

● Supervised a team of Trasnport Specialists

● Transported patients inside and outside of the facility to designated areas in a punctual and timely manner.

● Transported medical equipment, supplies and laboratory specimens to designated treatment, diagnostic and patient care areas.

● Followed all protocols and procedures to ensure safe delivery of patients, their possessions, supplies and laboratory specimens.

● Regularly participates in ongoing education to improve knowledge and skills. C.E Solutions Bronx, NY 2013-2018

Flagger

● Sets up a safe work zone with all necessary cones, barrels, barricades etc.

● Uses stop and slow paddles to control the flow of traffic.

● Effectively communicates with work partner to conduct the flow of traffic.

● Provides leadership support and guidance to ensure that safety standards are met and maximized at all time.

EDUCATION

General Education Diploma

NYS EDUCATIONAL DEPARTMENT - Albany, NY

Completed May 2000

Hunter College Bachelors in Business Administration Expected 2025

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