Service Representative Rep

Keith Thompson

Customer Service Representative

***** **** ****** ** **** c522

Austin, Tx 78826 310-***-**** *****************@*****.*** OBJECTIVE

Customer Service Representative with 12 years’ experience providing quality and efficient service to customers in a dynamic work environment. Extensive experience providing quality and efficient customer service through daily management of a team of employees; including, hiring, mentoring, recognition, training and providing effect feedback. EDUCATION — EXPERIENCE

Westchester High School

Los Angeles, CA Staffing Agent • Recruiter• Hire Up, Austin, TX

● Published job ads on careers pages, job boards and social media and Conduct intake meetings with clients to agree on qualification criteria for candidates.

● Interview candidates and provide shortlists of qualified potential hires.

● Created talent pipelines with high-potential candidates for future job opportunities.

● Sourced and contacted passive candidates online (e.g. via LinkedIn) Manager • Store Manager• Lids, Studio City, CA

● Prepared store schedules and provide for proper store coverage at all times, within the guidelines for wage control set by the company.

● Open and close the store as required following the procedures per the Operations P&P Manual.

● Managed store inventory including receiving, transferring, completing price changes and conducting product counts.

● Recruit, develop, and train store personnel to achieve Operations Objectives as well as adhere to Operational policies and guidelines.

● Encourage direct compliance of all store associates established company policies, procedures and guidelines including, but not limited to, safekeeping of company inventory, funds and property. Customer Service Rep • Senior Representative• United Healthcare (Optum), Cypress, CA

● Resolved an average of 300 inquires weekly and consistently met performance benchmarks in all areas (speed, accuracy, and volume)

● Earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness.

● Promoted to Lead to assist new reps and the handling of particularly challenging calls.

● Participated in the company’s mentor program and assisted trainers of both new hires and refreshment training.

Technical Support Specialist • Team Lead • Johnson & Johnson, Irvine, CA

● Provide technical support to ASP customers via phone and virtual applications.

● Took corrective action by troubleshooting and determining root cause

● Documented complaints and inquiries in various system applications to assure 21 CFR- PART 820 Compliance.

● Provided guidance to customers that included doctors, nurses, and hospital biomedical engineers along with Field Service Engineers and/or representatives, and assisting customer satisfaction issues.

● Review incoming complaints and perform customer follow ups as required.

● Daily volume of calls range from 60-150.

Team Lead • CSR in Member Services • Kaiser Permanente, Riverside, CA

● Handled a high volume of calls received from member’s in the Main, Credit Card, Medicare, Medicare Part D, KP.org

● Resolved escalated calls from CSR in Main and KP.org contents queue in a timely manner.

● Liaison between the Member and Kaiser Permanente.

● Educated members on the Kaiser Permanente policies and procedures.

● Daily volume of calls range from 80-120.

KEY SKILLS — COMMUNICATION

● MS Office Proficient

● CHATS

● Foundations

● KPAOL

● Hestia

● CSIR

● ORCC

● NICE

● CARS

● Cadence

● Lotus Notes

● Main Content

● KP.ORG

● Savvy negotiator

● Active Listening

● Cross-cultural Communication

● Empathy

● Public Speaking

● Presentation

● Open-mindedness

● Verbal/Written Communication

● Leadership

● Collaborative

● Advanced Mathematical Aptitude

● Effective Team Leader

● Superior organization Skills

● Resolution-Oriented

● Dependable and Reliable

REFERENCES

References available upon request.

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