Customer Service Representative

Lynette Porter

773-***-**** ********@*****.*** Chicago, IL 60644

SUMMARY

Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs. Diplomatic customer service professional experienced in defining and analyzing customer requests to resolve issues. Accurate in documenting customer concerns and dedicated to maintaining deep knowledge of products and promotions. Confident communicator recognized for consistently receiving excellent customer feedback. Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued.

SKILLS

● Dependable, Hard oriented hard worker with

proven ability to learn. A well-organized

versatile individual with excellent

communication skills who is eager and

always willing to learn and share knowledge.

Quickly adapts to changing environments.

Provides excellent customer service and

ability to increase employee morale.

● Report Generation

● Report Creation

● Verbal and Written Communication

● De-escalation Techniques

● Call Documentation

● Multitasking and Prioritization

● Customer Retention Strategies

● Creative Problem Solving

● Building Customer Trust and Loyalty

● Efficient and Detail-Oriented

● Customer Data Confidentiality

● 25 wpm Typing Speed

● Calm and Professional Under Pressure

● Courteous with Strong Service Mindset

EXPERIENCE

Cna, Warren park assisted living facility, June 2023-Current Chicago, IL

Assist 15+ residents each shift with daily living activities,ensuring that they are on time for all meals and activities

Help residents with daily hygiene such as showering and shaving. Assist residents with patient transport rides

Housekeeping, Macneal Hospital, February 2022-march 2023 Berwyn, IL

● Remove trash, dirty linens

● Cleans assigned offices, departments, meeting rooms, and public areas as required, including restrooms, floors, furniture, fixtures, doors and door frames, ceilings, medical equipment, televisions, windows and window sills, and other items found in assigned areas following approved processes and with appropriate cleaning equipment and cleaning agents.

● Interacted pleasantly with clients and guests when performing daily duties.

● Maintained well-stocked and well-organized service carts to support efficient and timely cleaning services.

● Inspected furniture for damage or stains in between guest stays.

● Maintained and organized cleaning supplies stock.

● Moved beds, sofas and small furniture to wipe down baseboards and remove dust and dirt from hard-to-reach areas.

● Returned rooms to occupant-ready status to satisfy future guests.

● Vacuumed floors and dusted furniture to maintain organized, professional appearance.

● Returned vacant rooms to occupant-ready status by deep cleaning, changing linens, restocking inventory and removing trash.

● Sanitized and cleaned sinks, mirrors, toilets and showers. Security Guard, Security Specialist, July 2021-October 2021 Chicago, IL

● Securing the hotel making sure residents are safe and secure

● Monitoring surveillance equipment/lobby of building

● Permitting entry/Dial reports to management of events that have occurred throughout the day

● Secures premises and personnel by patrolling property; monitoring surveillance equipment; inspecting buildings, equipment, and access points; permitting entry

● Of

● Searched individuals and baggage for weapons and other prohibited items.

● Addressed problems quickly and reported clear information while working under minimal supervision.

● Guarded restricted areas to prevent unauthorized entry.

● Wrote reports outlining thefts, unauthorized access violations or other unusual occurrences to help support later criminal or civil actions.

● Surveyed multiple CCTV feeds to closely monitor important areas on grounds.

● Investigated reported incidents to protect company assets.

● Inspected parking lot to verify parking permits and ticketed or towed unauthorized vehicles.

● Screened visitors and employees for weapons and contraband with hand wands and metal detectors.

Security Guard, GardaWorld, June 2019-April 2020

Chicago, IL

● Securing the premises and personnel by patrolling property

● Monitoring surveillance equipment/lobby of building

● Permitting entry/Dial reports to management of events that have occurred throughout the day

● Secures premises and personnel by patrolling property; monitoring surveillance equipment; inspecting buildings, equipment, and access points; permitting entry

● Searched individuals and baggage for weapons and other prohibited items.

● Enforced security regulations and escorted non-compliant individuals to private areas for processing.

● Addressed problems quickly and reported clear information while working under minimal supervision.

● Reported safety hazards for remediation response.

● Surveyed property to prevent and identify vandalism or disarmed alarm systems.

● Observed patrons and customers to quickly address security situations.

● Sounded alarms and called police or fire department in cases of fire or presence of unauthorized persons.

● Checked footage and live feeds from surveillance cameras for trespassers and criminal activity.

● Screened visitors and employees for weapons and contraband with hand wands and metal detectors.

● Investigated reported incidents to protect company assets.

● Documented security-related situations and submitted in-depth reports to superiors.

● Followed established security and safety procedures and posted orders to include enforcement of company rules, policies and regulations. Customer Service Rep, Evolent Health, April 2018-October 2018 Chicago, IL

● Communicate monthly messages to providers on a specific needs basis

● Analyze problems and provide correct information and solutions

● Promptly and professionally answering all telephone calls

● Assisting providers with claim/authorization information

● Consulted with customers to resolve service and billing issues.

● Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.

● Fielded customer complaints and queries, fast-tracking for problem resolution.

● Developed strong customer relationships to encourage repeat business.

● Informed customers about billing procedures, processed payments and provided payment option setup assistance.

● Upheld quality control policies and procedures to increase customer satisfaction.

● Used proven techniques to de-escalate angry customers during telephone interactions.

● Made outbound calls to obtain account information.

● Demonstrated excellent communication skills in resolving product and consumer complaints.

● De-escalated problematic customer concerns, maintaining calm, friendly demeanor.

● Assisted customers with making payments or establishing payment plans to bring accounts current.

● Asked probing questions to determine service needs and accurately input information into electronic systems.

Retail Security Officer, SOS Security Llc, April 2018-October 2018 Chicago, IL

● Prepared and reviewed paperwork associated with audits, shortage control programs, apprehensions and disposition.

● Documented evidence of attempted theft and recovered merchandise for use in loss prevention report generation.

● Liaised with mall security teams to alert force to suspicious shoppers or locate perpetrators which succeeded in leaving store with stolen merchandise.

● Responded to emergencies to mitigate safety hazards, fires and threats to life or property. Receptionist, H&R Block, January 2015-April 2018

Chicago, IL

● Receiving visitors at the front desk by greeting, welcoming, directing and announcing them appropriately

● Maintaining a safe and clean reception area

● Maintains telecommunication system

● Greeted customers, answered general questions and directed to appropriate locations.

● Greeted visitors entering establishment to determine nature and purpose of visit.

● Delivered administrative support to team members by making copies, sending faxes, organizing documents and rearranging schedules.

● Sorted invoices for accounting department by date stamping and filing by vendor code.

● Greeted and directed visitors to appropriate personnel and answered average of 50 calls and emails daily.

● Scheduled and confirmed appointments.

● Monitored reception area to provide consistently safe, hazard-free environment for customers. Customer Service Representative, Gohealth, August 2015-January 2017 Chicago, IL

● Communicating in written and oral form

● Application assistant for blue cross blue shield

● Made outbound calls to obtain account information.

● De-escalated problematic customer concerns, maintaining calm, friendly demeanor.

● Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.

● Improved customer service wait times to mitigate complaints.

● Remained calm and professional in stressful circumstances and effectively diffused tense situations.

● Consulted with customers to resolve service and billing issues.

● Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Call Center Representative, Maximus, February 2015-October 2015 Chicago, IL

● Answering inbound calls assisting callers with child support cases

● Emailing case workers

● Updating case notes

● Referred unresolved customer grievances to designated departments for further investigation.

● Prevented key account losses by researching discrepancies and correcting problems.

● Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

● Maintained strong call control and quickly worked through scripts to address problems.

● Engaged actively with callers, confirming or clarifying information and diffusing anger.

● Excelled in exceeding daily credit card application goals. EDUCATION AND TRAINING

High school diploma

Banner west academy, Chicago IL August 2011

REFERENCES

References Sarah Morley 708-***-**** Vicky knight 630-***-****

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