Service Representative Data Entry

TANICA PURNELL

682-***-**** *********@*****.***

Summary

Enthusiastic client services professional with strong background in quality assurance, directly interfacing with industry customers. Well-versed in products, services, and consumer trends. Dependable achiever committed to holding highest ethical standards and maintaining customer trust.

Experience

Customer Service Specialist (Remote) 04/2018 to 11/2022 Staples

• Documented customer correspondence in CRM to track requests, problems, and solutions.

• Upheld quality control policies and procedures to increase customer satisfaction.

• Resolved customer inquiries, questions, and concerns to consistently offer quality service and meet performance benchmarks.

• Monitored QA procedures for adherence by employees, notifying personnel of non-compliance issues.

• Executed and developed methods to obtain post-production product feedback from customers.

• Reorganized and revised standard operating procedures to streamline processes and improve communication and collaboration.

Customer Service Lead (Remote) 09/2016 to 08/2018

Amazon

• Interviewed, hired, and coordinate training of new team members.

• Assisted in escalated customer problems via phone, email, and live chat

• Conducted regular call monitoring to ensure a superior client experience.

• Coached, motivated & counseled staff on performance including administrating disciplinary action when necessary.

• Communicated performance expectations and monitored performance plans.

• Participated in project meetings, created new processes and procedures, and trained agents accordingly. Customer Service Representative (Remote) 02/2014 to 07/2016 TTEC

• Answered inbound calls, chats, and emails to facilitate customer service.

• Fielded customer complaints and queries, fast-tracking for problem resolution.

• Upheld quality control policies and procedures to increase customer satisfaction.

• Escalated customer concerns, issues, and requirements to supervisors for immediate rectification.

• Mentored new employees on procedures and policies to maximize team performance. Skills

• Efficient and Detail-Oriented

• Email Support

• Understanding Customer Needs

• Creative Problem Solving

• Call Documentation

• Order and Refund Processing

• Salesforce

• Interpersonal

• Oral Communication

• Healthcare Billing

• Problem Solving

• HIPPA

• Data Entry

• CRM Software

• LiveChat

• Microsoft Office

• Billing Adjustments and Refunds Review

• Data Entry

• Analytics

• Phone Etiquette

• Medicaid Knowledge

• Time Management

• Microsoft Excel

• Microsoft Word

• Data Visualization

Education and Training

Associate of Arts

Mississippi Delta Community College

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