Customer Service Call Center

PROFESSIONAL SUMMARY

WORK HISTORY

TONJA TABOR

**** ******* *** *** **** Las Vegas, NV 89108

Cell: 310-***-**** - ***********@*****.***

Qualified Lead Customer service patient care representative with over 20 years in fast-paced customer service and call center environments. Personable and professional under pressure.

Call Center Representative versed in customer support in high call volume environments with superior computer skills and telephone etiquette. 11/2017 to Current Patient Service Representative

C3 Contact Channels – Las Vegas, NV

Maintained accurate records of patient care, condition, progress and concerns. Answered patient calls for care and feeding.

Documents objective data and routine aspects of patient care. Took advantage of opportunities for continuing education, quality assurance and performance.

04/2014 to 09/2017 Lead Customer Service Tech

Preferred Homecare – Phoenix, AZ

Performed clerical duties, such as word processing, data entry, answering phones and filing.

Responded appropriately to the physical, emotional and developmental needs of patients.

Provided floor support to 15 representatives. Monitoring, auditing and provided training.

Answered patient calls for care and durable medical equipment needs. Documents objective data and routine aspects of patient care. Reported any unusual circumstances in the patients' condition or environment. Addressed and resolved customer product complaints empathetically and professionally.

Defused volatile customer situations calmly and courteously. EDUCATION

SKILLS

04/2009 to 04/2014 Call Center Lead

Apria Healthcare – Chandler, AZ

Effectively managed a high-volume of inbound and outbound customer calls. Gathered and verified all required customer information for tracking purposes. Addressed and resolved customer product complaints empathetically and professionally.

Defused volatile customer situations calmly and courteously. Accurately documented, researched and resolved customer service issues. Mastery of customer service management systems and databases. Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.

Resolved service, pricing and technical problems for customers by asking clear and specific questions.

Oversaw call center employees to ensure customer satisfaction goals were consistently met.

Met or exceeded service and quality standards every review period. 1980 High School Diploma :

Wilson High School - Long Beach, CA

2.5 GPA

Creative problem solver

Strong client relations

Local/state health laws knowledge

MS Windows proficient

Quick learner

Medical terminology knowledge

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