Customer Service Representative

JUDITH P TAAFULI

**** * ********* ******, *-**, Las Vegas, Nevada, 89122 • 725-***-**** • *********@*****.*** Patient and empathetic customer service leader with extensive background in conflict resolution and customer care. Desire to leverage talents to pursue challenging and dynamic customer rep role.

Gifted in working with stressed, confused and upset individuals in need of benefits information and supportive guidance to navigate multiple systems. Effective at operating within company regulations and customer service department guidelines to manage telephone calls, emails, letters and in-person requests for assistance.

Diligent Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Able to enhance customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.

Experienced customer service professional capable of coordinating shipments, coordinating dispatches and managing customer needs. Meticulous, resilient and flexible in handling diverse issues. Knowledgeable about work regulations and standards. Motivated Customer Service Representative with over 20 years of retail experience in fast-paced, team-based environments. Driven and proven successful at achieving established targets and team Knowledgeable and dedicated customer service professional with extensive experience in customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Microsoft Excel

CRM

Training development aptitude

Computer proficiency

Microsoft Word

Staff education and training

Invoice processing

Customer service

Quality assurance

Strong communication skills

Time management

Typing 40 WPM

Creative problem solving

Dependable and reliable

Grammar

Courteous demeanor

Spreadsheets

Professional telephone demeanor

Recordkeeping strengths

Cheerful and energetic

Payment processing

Multi-line phone talent

Inbound and outbound calling

Strategic sales knowledge

Report preparation

Office equipment proficiency

Data entry

Effective team player

Active listening

Prioritization

Resolution-oriented

10-Key

International sales support

Typing proficiency

Multi-Task Management

Scheduling

Filing

Avaya software customer management systems

Complaint resolution

High School Diploma - 1991

San Bernardino High School - San Bernardino, CA

Professional Summary

Skills

Education

Customer Representative - April, 2018 to Present

C3 Customer Contact - Las Vegas, NV

Listened to customers' questions and concerns to provide answers or responses. Provided excellent customer service by efficiently resolving issues and responding to inquiries. Supported customer needs by fielding diverse questions about issues such as available merchandise, current prices and upcoming member policy changes.

Reviewed and applied changes to customer account demographic profiles in Humana systems. Maintained accurate and current customer account data with manual forms processing and digital information updates. Embraced the spotlight on customer service by creating a courteous, friendly atmosphere for guests. Accepted payment by credit card and offered self-serve payment solutions after explaining charges on customer bills. Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service. Private Caregiver - March, 2013 to November, 2017

Self-Employed - St. George, UT

Transported patients daily via wheelchair to and from rehabilitation and daily activities. Maintained clean, safe and well-organized patient environment. Monitored progress and documented any status changes accordingly. Consulted with other caregivers to assess cases and enhance care. Provided assistance in daily living activities by dressing, grooming, bathing and toileting patients.

Monitored progress and documented any patient health status changes, keeping healthcare team updated. Assisted patients with self-administered medications through insulin. Turned and positioned bedbound patients to prevent bedsores and maintain comfort levels. Developed rapport to create safe and trusting environment for care. Assisted clients with daily living needs, including bathing and personal grooming, to maintain self-esteem and general wellness. Helped patients care for themselves by teaching proper, safe use of ambulation assistive devices such as canes or walkers. Administered medication as directed by physician.

Kept household areas clean and well-stocked, ran errands, managed laundry and completed weekly grocery shopping. Maintained clean personal areas and prepared healthy meals to support client nutritional needs. Documented vitals, behaviors and medications in client medical records. Kept close eye on client vital signs, administered medications and tracked behaviors to keep healthcare supervisor well-informed. Supervised daily activities and provided assistance when needed. Helped family members plan healthy meals, purchase ingredients and cook meals to provide adequate nutrition for client wellbeing. Kept patients mentally alert by entertaining, conversing and reading aloud to patients.

Provided assistance in daily living activities by dressing, grooming, bathing and toileting patients. Customer Service Representative - May, 2008 to January, 2013 Allconnect Inc - St. George, UT

Maintain financial accounts by processing customer adjustments Researched

Assessed caller accounts to determine Comcast benefits, identify service needs and resolve issues. Achieved and surpassed performance goals by approaching all interactions with organized and relationship-driven approaches. Excellent listening skills with the ability to acknowledge the issue, display empathy and concern over their problem, analyze the root cause and assure a resolution

Maintained a positive, professional attitude during long shoots and when dealing with difficult people. Provided information to customers regarding charge card and loyalty program and helped to open and activate new accounts. Worked with management to propose and implement proactive customer service solutions. Work History

Community Health Worker - July, 2008 to October, 2009 Dignity Health & Home Care - St. George, UT

Helped vulnerable individuals navigate complex healthcare system. Facilitated push-in and pull-out ESE support instruction. Responsible for primary care, case management, and medication management. Performed monthly inventory and maintained office and medical supply counts. Ensured proper care for victims of domestic violence at urgent care clinic. Provided behavioral/emotional support and supervision for those with dementia and Alzheimer's. Maintained excellent attendance record, consistently arriving to work on time. Supervised students when administering medications to ensure patient safety. Established and maintained systems that safely met residents' needs. Transported patients to and from different departments. As member of practice executive team, collaborated on strategic planning and ensuring that practice operations aligned with organizational mission, vision, and goals.

Team Leader - November, 2004 to July, 2008

Cinnamon Hills Youth Crisis Center - St. George, UT Provided constructive criticism regarding quality assurance on collections team unit. Built strong relationships with customers through positive attitude and attentive response. Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values. Coached team members in customer service techniques, providing feedback and encouragement toward reaching life goals. Led team of 13-26 members while providing exceptional customer service. Quality Assurance - April, 1998 to December, 2002

Teleperformance - Salt Lake City, UT

Gathered data on integration issues and vulnerabilities and reported all findings, including improvement recommendations. Increased and improved knowledge of [Type] software and [Type] tools by engaging in all available trainings and seminars. Completed in-depth usability testing on Windows, Android and iOS mobile devices. Salesforce

Microsoft Certified Application Specialist (MCAS)

First Aid/CPR Certified

Computer Training Certificate

Sales Essentials Certificate

Certifications

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