Customer Service Call Center
Resume:
Jena Ducksworth
**** ******** ***** *********** **. 39401
******************@*****.***
Work Experience
Maximus Call Center
**/**/**** ** */25/2021
Customer Service Representative I
Responded to customer inquiries received by telephone, Interactive Voice Response (IVR), or web-based portal regarding information on programs and services Assisted clients with the enrollment process. Followed standard operating procedures to ensure consistency and accuracy. Addressed customer inquiries and resolve problems to ensure that appropriate changes are made. Referred unresolved customer grievances to designated departments for further investigation. Communicated with my supervisor regarding any potential needs or concerns. Performed data entry accurately.
Maximus Call Center
Acting Trainer
8/25/2021-2/7/2022
I conducted classes for Contact Center Customer Service Representatives for both Medicare and Marketplace. Conducted Support Staff training and Supervisory Learning Labs to ensure Supervisors have knowledge of operational changes. I Supervised and reported on progress of trainees and personnel during training period, nesting and while on the floor. Demonstrated success in a training classroom setting sensitively dealing with a variety of learning styles, sometimes online through webex also. Attended conference calls and meetings, as needed. Facilitated learning labs and skill building activities with teams that have been identified as low performers. Provided follow-up coaching about job performance and quality assurance to new employees after training; Coach new hires to improve performance and prevent termination. Maximus Call Center
2/6/2022-Present
Acting Supervisor
Supervising the work of customer service representatives to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems as needed. Discuss job performance concerns with employees to identify causes and issues. I work closely with management and Human Resources on resolving problems. I participate in meetings. I approve and correct timecards as needed. I also provided follow-up coaching about job performance improve performance and prevent termination.
EDUCATION
University of Phoenix Online
Graduated 9/29/2020
High School- Mount Olive High School
Graduated 5/21/2001
Skills
Customer Service
Data Entry
Microsoft Word
Word
Time Management
Excel
CRM Software
Leadership Experience
Human Resource
Medical Billing
Active Directory
Public Speaking
Training and Development
References:
James Kirk 601-***-****
Kayla Jones 601-***-****
Marlene Long 217-***-****
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