Customer Service Agent

Dawn Hopkins

Great Falls, MT ***** • 406-***-**** • ************@*****.***

Professional Summary

Reliable Work From Home Customer Service Agent known for providing consistent availability and performance metrics. Comfortable applying scenario-driven responses or personally- researched resolutions. Talented at reaching mutually beneficial outcomes even during stressful customer service calls.

Skills

Efficient and Detail-Oriented

Call Documentation

Issue and Complaint Resolution

Building Customer Trust and Loyalty

Responding to Difficult Customers

Information Updates

Customer Data Confidentiality

Communications Strategies

Courteous with Strong Service Mindset

Calm and Professional Under Pressure

Website Navigation

Client Relations Skills

Correcting Discrepancies

Upbeat and Positive Personality

Strong Telephone Etiquette

Data Entry and Maintenance

Telephone Etiquette

Online Chat

Online Instruction

Quality Control Standards

Client Rapport-Building

Technical Support and Assistance

Computer Proficiency

Operational Efficiency

Productivity Standards

Knowledge Base

Daily Reports

Performance Goals

Inbound and Outbound Calling

Excellent Attention to Detail

Team-Oriented and Cooperative

Confidentiality Requirements

Policy and Procedure Adherence

Work History

Work From Home Customer Service Agent, 08/2021 to 10/2022 FCR – Great Falls, MT

Applied creative thinking to client questions and concerns absent from scenario-based response manuals.

Resolved minor to moderate technology faults, supporting constant availability and consistent performance.

Maintained functional and productive workspaces, prioritizing quiet atmospheres for call quality and clarity.

Provided empathetic and amiable communications to callers in stressful situations to support constructive outcomes and satisfactory resolutions. Answered inbound customer queries according to internal policies, meeting concerns and resolving questions.

Answered live online chats to give quick answers and solve problems faster. Maintained positive and professional attitude toward customers to foster positive experiences resulting in repeat online purchases.

Education

Certificate : Medical Billing And Coding

Ultimate Medical Academy - Clearwater - Clearwater, FL

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