Customer Service Call Center

DARIA C. POKLEMBA

Dickson City, Pennsylvania 570-***-**** adx9j8@r.postjobfree.com

Call center representative/ residental house cleaner with over 30 years of successful experience in interpersonal/ listening and superior detail orientation. Recognized consistently for performance excellence and contributions to success in customer service industry. Strengths in tenacity and determination backed by training in Business

/Advertising.

Exemplary Documentation and reporting all

inbound calls and resolutions.

In/out bound Call center operations

Superior Keyboarding transcription

Training development aptitude

Computer proficient

Medical terminology knowledge

Data entry

Strive towards 100% Complaint resolution

Telemarketing expertise

Troubleshooting skills

Retail merchandising specialist

Customer-oriented

Consistently meets sales goals

Staff training and development

Strong work ethic

Skilled problem solver

Detail-oriented

Outstanding interpersonal skills

Basic administrative knowledge

Active listening skills

Self Employed Small Business/resid Cleaner/helper, 04/2018 to Current Self Employed/cleaner Residential/small Business – Dickson City, PA Dusted, sanitized, cleaned all types of surfaces: walls, counters, floors and equipment, including bathrooms and all areas where viruses/contaminants may be present. Proactive in advising owner of ordering all supplies avoiding shortages. Assisted In doing laundry and any other (cleaning, inventory and/or clerical) duties as needed. In Bound Call Customer Service Representative Center, 11/2005 to 07/2010 TMG Health Inc. – Dunmore, PA

Managed and archived exemplary documentation and participated in internal and external quality audits; Pඋඈൿൾඌඌ ඈඇൺඅ Sඎආආൺඋඒ

S අඅඌ

Wඈඋ H ඌඍඈඋඒ

including, but not limited to, achieving average results of 95% over span of 4 years consistently. Applied training information to adhere and comply with company's policies and procedures. Resolved majority of conflicts and negotiated agreements between parties/departments in order to reach win-win solutions to disagreements and clarify misunderstandings; thus, achieving superior and outstanding performance.

Increased customer satisfaction and repeat business through relentless pursuit of resolutions to problems arising from all 14 different types of healthcare plans and protecting company reputation and loyal client base as well as HIPAA compliance.

Devoted special emphasis to punctuality and consistently arriving to work ready to start immediately as well as aiding in working late/OT/and non working shifts if inbound call amounts demanded. Worked with direct supervisor to resolve customer relations problems, (both internal/external), improve operations and provide exceptional customer service. Determined and recommended methods to address improvement opportunities. Assistant Food Service Leader, 09/2002 to 08/2005

Target – Dickson City, PA

Cleaned and sanitized cookware, flatware, machinery, walls, floor, counter, bakery coolers, display cases and work area as required on daily/weekly/monthly basis. Maintained 5 star rating from director for cleanliness, appearance, record keeping and inventory control. Worked both opening/closing shifts in addition to providing work relief due to demands and employee call offs.

Offered "up sells " to increase profits. POS terminal and ALWAYS provided genuine and sincere "thank you " as well as a invitation to return.

Ensured all menu items were prepared as per both company/ food health regulations policies in addition to providing a minimal waiting time for product(s).

Maintained, recorded and observed temperature readings were in acceptable range. Recorded, reported and ordered all necessary frozen/fresh food items ensuring ample and sufficient supplies in accordance with traffic flow, thus, reducing spoilage. Bachelor Business Management : Business Administration And Management, 08/1994 Kean University - Union, NJ

Graduated magna cum laude

Graduated with 372 GPA

Graduated in Top 10th % of Class

Majored in business management

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Coursework in psychology, eeconomics and advertising Minored in psychology/advertising

Member of phi kappa phi (national honor society)

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