Service Representative Center Agent
Resume:
Livinus K. Nwaigbo
Phone: 409-***-****, 832-***-****
*** ***** ****** *********, **
Email:**********@*****.***, **************@*****.***
A reliable individual with valuable experience, passion and capacity to think outside the box is looking for a 100% remote position as a Customer Service Representative in your organization.
Job Summary
I do have experience as a Call Centre Agent and Customer service Representative. In the course of my service delivery, I have successfully performed the following duties:
•Transferring/referring caller to appropriate entities according to the established guidelines.
•Facilitating the fulfillment of caller requests for materials via email or download.
•Escalating call issues to the appropriated designated staff as needed.
•Tracking and documenting all inquiries using the applicable consultants.
Skills
3+ years of experience in Customer Service Representative
Possession of reliable, secure equipment and quiet work environment
Capacity to be self-motivated and to work independently and successfully in a remote virtual environment
Strong oral and written communication skills
Comfortable with learning and using digital tools
Superior organization and time management
Demonstrated ability to handle multiple tasks efficiently in a fast-paced virtual environment and call center
Team player mindset with cross-cultural orientation
Capacity to deliver results within a specified time-frame
Capacity to show good telephone manners
Capacity to accurately analyze and enter data in computer systems
Ability to exhibit self-confidence and interpersonal sensitivity, emotional intelligence while dealing with callers and management
Work Experience
AppleOne: Call Centre Agent - March 2022 to Oct. 2022
•Answering inbound and outbound calls to help callers know the status of their applications for rental and utility assistance.
•Transferring/referring callers to appropriate entities according to established guidelines.
•Facilitating the fulfillment of caller requests for materials via mail, email, or download.
•Escalating calls or issues to the appropriate designated staff for resolution as needed.
•Tracking and documenting all inquiries using the applicable consultants
•Reviewing, evaluating, and processing applications submitted for rental and utility payments using online platform while adhering the program’s high standards and expectations.
•Determining eligibility, months of assistance, and funding amount for individuals seeking assistance through ERAP.
•Engaging in positive communication via email phone, and online platform with landlords and tenants to request additional information needed to process applications.
•Following-upon email inquiries and track outreach to landlords and tenants for documentation and information related to assigned applicants.
•Exhibiting complete detailed work involving written and numeric data.
•Collaborating with program team members to ensure timely processing of applications.
•Maintaining a strong knowledge of the federal requirements for the Emergency Rental Assistance Program and the County’s eligibility criteria.
Adecco Staffing: Call Centre Agent - March 2021 to August 2021
•Evaluating the needs of the caller to determine the best course of action to assist in scheduling a COVID-19 vaccine appointment.
•Transferring/referring caller to appropriate entities according to the established guidelines.
•Facilitating the fulfillment of caller requests for materials via mail, email, or download.
•Maintaining a current understanding of CDC information on regulations, policies, and procedures in order to provide knowledge able responses to numerous telephone inquiries in a courteous, timely and professional manner.
•Adhering to the Privacy Act as it relates to the confidentiality of information provided by callers.
•Continually looking for and suggesting process improvements, which will benefit Maximus, CDC, and the public(inquirers)
•Responding to all inquiries consistent with confidentiality and privacy policies and referring callers to alternate sources when appropriate.
•Escalating calls on issues to the appropriate designated staff on resolution as needed.
•Tracking and documenting all inquiries using the applicable consultants.
PREFERRED STAFFING: Contact Center Agent March 2018 to Feb. 2020
• Using a high degree of judgment and discretion to provide administrative support to a c level senior executives, working independently to determine routing and correspondence for phone calls and mail, prepare correspondence, prioritize projects and calendar to maximize the executive’s time and productivity by organizing and maintaining files, planning meetings trips and events.
• Preparing correspondence, memoranda reports.
• Answering and screening phones calls using good judgment to ensure that time sensitive and urgent calls are responded to with priority.
• Resolving routing and some complex inquiries.
• Arranging video-conferences or teleconferences.
Scheduling meetings at multiple offices and all offsite meetings in multiple time zones.
• Preparing and submitting expense claims for all supported managers and assist in training for the broader department to ensure that all processes and policies are followed and timely reimbursements are received.
• Ensuring approval of vacation requests and maintaining vacation calendar, ordering supplies and technology.
• Supporting executive with meeting planning such as scheduling rooms, ordering refreshments, meeting preparations and follow-up.
• Reviewing and complying with Firm Policies applicable to the business activities.
• Escalating operational risk of loss events, identifying, controlling deficiencies and risks that I identify to my line manager and there relevant risk and control functions promptly.
• Prioritizing, organizing and multi-tasking with strong judgment.
• Exhibiting a very high degree of confidentiality and discretion with an excellent ability to communicate with members of the department as well as executive level clients.
• Exhibiting clerical skills, such as typing corporate documents, filing, answering phone calls, and knowledge of Microsoft Office.
Education
High School
References
Recruiter: Rickisha Davis,
Email: *******@********.***
Phone: 972-***-****
Team Supervisor: Breanna Mandicino,
Email: *******.*********@***.*****
Phone: 712-***-****
Team Leader, Sue Thompson,
Email: ***.********@***.*****
Phone: 850-***-****
Contact this candidate