Service Representative Call Center
Resume:
Marion Carolynne Wilkes
Summary
Technologically-savvy with proven customer service, time management and multitasking abilities. Attentive to customer needs and ready to break down technical problems to develop effective solutions.
Skills
•Application installations
•Debugging
•Quality controls
•Troubleshooting and diagnostics
•Customer Service
•Schedule mastery
•Customer relations
•Courteous demeanor
•Adaptive team player
•Problem-solving abilities
•Technologically savvy
•Call center experience
•Inbound and outbound calling
Education and Training
Associate of Applied Science
Denver Institute of Technology
Denver, CO
Electronics, 05/1983
***********@*****.***
Colorado Springs, CO
Experience
American Income Life / Turnquist Agency
03/2023 – 04/2023
Life Insurance Independent Contractor
Collaborate with clients to assess their insurance needs and offer life insurance policies that align with their specific goals and requirements. Foster relationships with clients to provide ongoing support and address their inquiries, concerns and requests. Develop and implement strategies to reach out to potential customers and generate new business.
SpectraForce / AmerisourceBergen
09/2022 - 02/2023
Patient Access Specialist Las Annual Reverification
Research and evaluated patients’ application for reverification of pharmaceutical medication depending on an array of parameters and income. Worked within a remote team working together to distribute workload and assist each other as needed. Used several different web applications to achieve our teams’ goals. Provided communications by fax and email with doctors' offices and maintained proper record keeping of patient files.
Christian Care Ministry
03/2022 - 06/2022
Member Service Representative
Offered exceptional customer service to differentiate services and ministry mission and company brand. Helped members resolve account problems and navigate internal systems to handle routine needs.
Cross-trained in different internal databases and service positions to help our team members meet coverage demands as needed.
Researched and addressed member and medical providers inquiries about members services and accounts. Answered member and medical providers questions about plan and services. Developed positive relationships with members, and medical providers fostering community atmosphere. Maintained knowledge of company plans, services, and procedures to better serve customers and meet company goals. Completed payment transactions for members monthly shares and assisted with troubleshooting members portal. Displayed strong telephone etiquette, effectively handling difficult calls with both members and medical providers.
Tek Experts
10/2019 - 04/2021
Support Engineer
Provided client support through a ticketing system by email and phone concerning Azure cloud. Research queries, analysis, and compile resolution. Collaborate with internal teams as needed. Contacted clients with results through email, Microsoft Teams, or by phone. Processed and evaluated refund requests per standards as laid out in internal policies and contract agreements. Worked with internal teams to update customer facing information to achieve better client understanding.
Charter Communications – Spectrum
10/2016 - 10/2019
Billing Specialist
Assisted customers with invoice questions, special invoicing, reporting, corrections, and write-offs and resolved customer issues discovered during invoicing and collection process. Working in a call center atmosphere. The first contact with customers to resolve billing issues, upgrade services, and advise based on customers’ needs and requests.
Alorica
05/2017 - 10/2016
Verizon Agent - Billing
Answered guest questions and walked through features of wireless devices to resolve concerns about device features. Researched and analyzed billing figures involved in monthly subscription charges and explained commitments to customers. Educated guests on policy terms, simplifying technical aspects to increase customer comprehension and achieve greater customer satisfaction. Detailed product features for customers to provide information for best decisions based on personal needs. Explained latest promotions, sales incentives, and offerings to promote savings and drive sales. Used on-site computer systems to access billing and documentation associated with available service plans.
CarolynnesCreations
05/2012 - 05/2023
Artist and Designer
Created new jewelry designs and modified existing designs. Worked with silversmithing, glass enameling, wire weaving, beading, warm glass work, and woodworking. Found the best materials and stones for high-quality pieces. Made repairs to existing pieces, including changing sizes, soldering pieces together and replacing broken clasps and mountings. Worked with metals such as copper, gold, and silver to produce high-quality pieces.
Wal-Mart Supercenter
05/1998 - 05/2012
Cashier, People Greeter (overnights)
Operated cash register. Collected payments and provided accurate change. Worked closely with front-end staff to assist customers and maintain satisfaction levels. Learned roles of other departments to provide coverage and keep store operational. Processed all sales transactions accurately and promptly to prevent long customer wait times. Wiped down counters and conveyor belt to remove debris and maintain cleanliness. Resolved issues regarding customer complaints and escalated worsening concerns to upper leadership for remediation. Provided security and welcomed incoming and exiting customers.
Processed incoming freight for soft lines.
American Office
05/1995 - 05/1996
Field Engineer
Maintained and repaired electronic equipment used in offices throughout the Denver area. Primary printers and computers. Third party warranty services for Compact and Hewitt Packer products. Interpreted schematics, wiring diagrams, performance specifications and service manuals.
Office Depot Inc.
05/1994 - 05/1995
Bench Technician
Recorded completed repairs, all further repairs required and parts to be ordered on service call ticket. Consulted schematics and repair manuals to complete high-quality repairs and restore optimal functionality of computer monitors and terminals.
Konica Business Machines
05/1992 - 05/1994
Field Service Technician
Troubleshot, repaired and maintained operational efficiencies with copiers, and other office equipment. Completed all work reports promptly following field visits. Resolved issues through implementation of troubleshooting techniques. Delivered outstanding customer service on each field visit to meet corporate guidelines. Trained customers on equipment use after installation. Consulted blueprints and repair manuals to complete high-quality repairs and restore optimal functionality.
Houston Tracking Systems – H.T.S.
05/1984 - 05/1988
Technical Services Engineer
Diagnosed equipment malfunctions over the phone and completed repairs to restore operations with consumer satellite systems. Provided customers with regular feedback on service requests and performed off-site corrective and preventive maintenance. Conferred with dealers and technicians to assess equipment support and repair. Develop and wrote technical documentation for products as part of a team.
Lewan & Associates
05/1938 - 05/1984
Field Engineer
Maintained Troubleshot malfunctions and diagnosed issues to get office equipment back into service in the customers location quickly and fully. Evaluated and repaired office equipment. Maintained performance by cleaning and providing updates scheduled part replacement as needed. Consulted schematics and repair manuals to complete high-quality repairs and restore optimal functionality. Enhanced customer satisfaction ratings by efficiently resolving technical, and on-site and account issues. Provided and wrote customer contracts and invoices for equipment repairs. Read and comprehended technical documentation, updated and resolutions. Inventoried required material, tools and equipment to record product on-hand or to be ordered.
Copy - Vend
05/1983 - 05/1984
Field Engineer
Repaired coin operated copiers in vending locations to include campus, libraries and other public locations. Rebuilt liquid toner pumps. Created circuit boards to facilitate operations of components outside of equipment to better determine next actions and repair. Read and interpret schematics and repair documentation.
Accomplishments
Several Customer Hero Awards:
Lewan & Associates consistently had highest service contracts sold per month in my team.
March 14th - March 24th, 2021 "High Quality"
December 6th - 16th 2020 "Empathetic, Efficient, High Quality"
April 2023 acquired Life Insurance licensing in both Colorado and Texas.
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