Service Representative Agent
Resume:
Caron Bumpass
Haw River, NC *****
adxgz3@r.postjobfree.com
Summary
Diplomatic Customer Service Agent versed in applying strong communication, problem-solving skills and polite, professional demeanor to resolve customer issues and maximize satisfaction. Experienced in exceeding performance goals in fast-paced call center environments. Trained in connecting with customers to build positive relationships and strengthen loyalty. Hardworking and knowledgeable agent well-versed in using scripts and personal expertise to address diverse customer concerns. Self-motivated and independent in sourcing and implementing solutions. Good conflict mediation and multitasking abilities.
Skills
Call center operations
Account management
Membership renewals
Training and development
Experience
March 2019 to Current
Alorica High Point, NC
Call Center Customer Service Representative
Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Managed customer expectations by clarifying needs, identifying options and recommending products and services.
Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
Documented customer correspondence in CRM to track requests, problems and solutions.
Maintained strong call control and quickly worked through scripts to address problems.
Audited customer account information to identify issues and develop solutions.
Asked probing questions to determine service needs and accurately input information into electronic systems.
Answered, screened and processed high volume of calls daily with call management system and web-based communications.
Assist many of callers per week in fast-paced environment.
Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
Performed needs analysis and presented options based on findings to help customers make decisions.
Processed customer account changes with proprietary software.
Updated customer accounts, addresses, and contact information within call management databases.
September 2016 to February 2019
Medisolutions Burlington, NC
Health Care Assistant
Assisted patients with activities of daily living.
Looked for physical, emotional, and symptomatic changes in patient condition and obtained necessary care for medical concerns.
Conducted patient health checks and communicated observations of patients' conditions to medical staff.
Responded to call lights and completed frequent rounds to meet patients' needs.
Recorded vital signs, weight and patient information in electronic health records system.
Greeted patients, answered questions and scheduled appointments.
Collected biological specimens and packaged for laboratory transport to complete diagnostic tests.
Supported RN with tasks such as wound cleansing and urinary catheterization.
Monitored, maintained and calibrated medical equipment daily.
Aided physicians during patient exams and treatment.
Supported daily living activities by serving meals, feeding, ambulating and turning over and positioning patients.
Documented information in patient charts and communicated status updates to interdisciplinary care team.
Attended to patients in bed unit, continuously checking on needs and maintaining high standards of patient care.
Safeguarded patient privacy with strict adherence to HIPAA protocols.
Education and Training
Durham Technical Community College Durham, NC
Some College (No Degree) Paralegal Studies
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