Call Center Customer Service
Resume:
Satedra Mitchell
Thriving For Success!
Gainesville, FL
***********@*****.***
Passionate about improving the quality of people's lifestyle through unsurpassed care and services. Seeking to leverage my experience and studies of communication to empower customers within a people driven organization to achieve their goals. Authorized to work in the US for any employer
Work Experience
CSR/Driver
US Med-Equip - Gainesville, FL
March 2022 to Present
• Responsible for completion of company paperwork and electronic data entry
• Responsible for delivery, pickup and maintenance of medical equipment and supplies to healthcare institutions
• Responsible for using company computer system to complete customer orders and manage inventory
• Rotating 24 hour on call availability based on the needs of the location
• Maintain a professional attitude toward all customer contacts and company employees
• Maintain a neat appearance including the wearing of company uniform
• Shipping and receiving of equipment and supplies
• Other duties and responsibilities as assigned
• Assist customers with questions
Customer Service Representative (CSR)
Doctor's Answer - Remote
August 2021 to February 2022
• Fielded incoming call, answered questions and transferred calls internally.
• Answered calls with friendly and polite approach to engage callers and deliver exceptional customer service.
• Collected and verified telephone numbers, addresses and proper spelling of names.
• Directed incoming calls to internal personnel and departments, routing to best-qualified department
• Dispatched urgent and non urgent messages to staff member via chat, email and voice mail.
• Answered each call within 3 rings to minimize wait times.
• Completed connections between callers, departments, and professionals.
• Answered each inbound call for medical emergencies in a timely and efficient manner, documenting each call into the system and notifying appropriate parties needed, dispatching parties as needed. Call Center Analyst
Spectrum Communications - Remote
September 2019 to June 2021
• Responsible for monitoring the call que, tracking inbound calls and forecasting to ensure adequate staffing levels are scheduled to handle elevated call periods to meet our service requirements.
• Performed in-depth analysis and makes recommendations into key performance metrics to identify strengths, weaknesses, opportunities and threats to team performance objectives.
• Provided Weekly Call Center Metrics Report to Director, Publishers and Management ream.
• Excel, Access, Power Point, Word, Tableau, and Outlook.
• Provided productivity stats to Call Center Supervisor and Manager.
• Reported system outages to the director and management team. Open ticket with help desk and assist with resolving issue.
• Provided leadership, motivation and recognition and encouragement to positively impact overall team morale and performance.
• Maintained access databases for call volume, email volume and productivity statistics. Paratransit Driver
MV Transportation - Gainesville, FL
April 2017 to September 2019
• Successfully perform scheduled manifest by picking up all clients on time and delivering them to their destinations safely and within a reasonable time frame.
• Ensuring the safety of all passengers by use of appropriate on- board restraints.
• Communicate effectively with dispatcher or central office personnel via two way radio.
• Document thoroughly the course of the day including odometer readings, times and passenger information.
• Accurately collect and reconcile cash fares collected from customer.
• Checked lights, brakes, steering, tires, radiator and oil level prior to leaving garage.
• Utilized in-vehicle tablet to receive trip information, updates and to validate pick up and drop off times.
• Fueled van daily and maintained interior and exterior of the vehicle.
• Followed proper procedure when transporting passengers including but not limited to: proper wheelchair securement and provided passengers with assistance at entries and exits. Senior Call Center Agent
Answer Bay Area - Tampa, FL
October 2013 to February 2017
• Ability to keep callers calm in case of an emergency and refer them to the proper area.
• Handled incoming and outgoing calls for clients of varying industries dispatching all calls in accordance to their sense of urgency and client instructions.
• Conveyed messages to physicians and on-call technicians
• Transcribed and forwarded customer messages to correct offices.
• Answered phone calls and dispatched calls for Doctors, Hospitals, Lawyers as well as other businesses.
• Contacted appropriate on call person for after hours customer concerns of multiple businesses.
• Worked effectively as a team with other operators to coordinate the transfer of messages to clients.
• Ability to work a flexible schedule at all times and alone when regularly required.
• Able to type 45 wpm Knowledge in all suites of Microsoft Office Word, Access, PowerPoint and Excel.
• Self-awareness in regards to meetings, conferences or events taking place within the organization and relaying such information to clients that request it. Education
High school diploma
George D Chamberlain - Tampa, FL
2000 to 2004
Skills
• Driving
• Data Entry
• Live Chat
• Computer Operation
• Help Desk
• Paratransit
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