Center Representative Service

Dylan A. Wilson

**** ***** **. *** ****

McKinney, TX 75070

Phone: 214-***-****

Email: adwouf@r.postjobfree.com

OBJECTIVE & PROFESSIONAL SUMMARY

I am seeking a position as Customer Service Representative where my excellent problem solving and dispute resolution skills will be used to support the company’s goals related to gaining new customers and retaining existing ones.

I have excellent verbal and written communication skills, and can multitask with ease. I am an extremely hard worker who is good at setting goals and meeting deadlines. I deliver exceptional customer service focusing on being friendly, respectful, and professional. I am always willing to learn new procedures and respond well to constructive feedback.

EDUCATION

Norview High School HS Diploma 1999-2003

SKILLS

Serv-Safe certified, Team development, management, Microsoft Word, Scheduling, alcohol Serv-Safe certified, and restaurant management

PROFESSIONAL EXPERIENCE

KFC – Dallas, Texas (2015-2020)

Assistant store manager

Duties include: run restaurant of crew of 6 or more members. File daily paperwork. Handle

currency and daily deposits. Keep store clean under health dept standards.

Red lobster – Mesquite, Texas (2014-2016)

Lead server

Duties include: assist and serve customers, take orders in a timely manner, maintain cleanliness

of my section, give above and beyond customer service, and handle currency.

SkipJacks Crab House – Baltimore, MD (2011-2014)

Head line cook

Duties include: prep and cook meals to health dept standards, maintain cleanliness of kitchen

and appliances, handle inventory, and give great customer service

CVS Caremark – Dallas, Texas (2011- Present)

Call Center Representative

As a customer care center team member I would ensure that each customer has a positive service experience with CVS/pharmacy. Deliver prepared scripting describing CVS/pharmacy services, in order to persuade customers on program enrollment. Ensure the delivery of outstanding customer service in alignment with standard operating procedures responsible for taking inbound calls from and placing outbound calls to patients, physicians and/or payers to obtain refill orders and information regarding changes in benefits and/or insurance. I would enter accurate information into a multi-screen computer application. Additional duties include assisting pharmacy services staff members with answering phones, triaging calls, filing and other administrative support activities. Worked on a recorded, monitored phone system which requires me to be logged in and available to service members during scheduled work hours.

Wells Fargo – Baltimore, MD (2009-2011)

Call Center Representative

The CSR 1 I was responsible for initiating outbound calling as well as taking inbound calls for various campaigns and collecting, documenting, and reporting customer responses based on specific campaign objectives to Business Partners for analysis while ensuring adherence to assigned deadlines and compliance to Federal & State regulatory guidelines. Participates in research and development projects, Call Center functions, and outbound product sales, as assigned. Escalates customer issues by notifying department manager or appropriate Business Partner. Assisted customer queries over the phone and email. Guided customers to place new orders and maintained contact lists of customers interacted with based on company norms. Took notes and addressed the serious customer centric issues quickly. Always achieved the preset targets within the mentioned deadline.

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