Work-At-Home Customer Service

Pansy L. Caridine

**** ********* *****

Atlanta, Georgia 30349

404-***-****, *********@*****.***

PROFESSIONAL EXPERIENCE:

SNERGY STAFFING TEMPORARY AGENCY – Client: CDC - August 2024 to Present

Work-At-Home Temporary Customer Support Specialist

Receive inbound calls from the public and assist customers with various health-related inquiries; utilize different databases and resources to provide accurate information regarding the new dog importation requirements for dog travel.

CONDUENT – Client: Apple - July 2024 to August 2024

Work-At-Home Technical Customer Service Advisor

The responsibilities of this role include providing customer service and technical troubleshooting to resolve a variety of issues related to Apple products and devices. This involves offering troubleshooting techniques for different problems and assisting customers in scheduling repair appointments after diagnosing software or hardware issues. Support can be provided over the phone or through screen sharing with customers.

Additionally, responsibilities include creating customer case files and logging all interactions in the system. If a customer's issue is beyond my expertise, it should be escalated to Tier II support. It is essential to protect customer privacy and ensure the confidentiality of internal information.

EXPRESS EMPLOYMENT PROFESSIONALS’ TEM AGENCY – Client: Axion - June 2024 to July 2024

Work-At-Home Call Center Customer Service Representative

Responsibilities: Connect with United Healthcare members through warm calls to remind them to complete their annual pain and health assessments. You are required to achieve a minimum of 275 calls per day.

CONNEXUS – Client: Marc Fisher Brands – November 2023 to January 2024

Work-At-Home Customer Care Specialist - Seasonal

Responsibilities included handling incoming calls from customers regarding orders from the Nine West, Hunter Boots, Easy Spirit, Rockport, and Earth Shoe websites. Tasks involved placing orders, providing order status updates, modifying payment methods, processing refunds, and managing cancellations. Additionally:

- Answered customer inquiries via phone, email, and live chat.

- Identified and escalated priority issues to upper management.

- Followed up on complex customer interactions as needed.

- Accurately recorded details of customer interactions.

- Built rapport with customers through a positive and friendly attitude.

- Adhered to performance metrics, including Net Promoter Scores and Customer Effort Scores, with a focus on first call/contact resolution.

NAVIENT – Clients: Lifeline and Affordable Connectivity Program (ACP) – May 2023 to October 2023

Work-At-Home Temporary Customer Service Representative

The primary responsibilities include supporting consumers who qualify for the Lifeline and Affordable Connectivity Programs. Key duties entail:

- Assisting with enrollment and resolving errors on applications

- Verifying eligibility using the National Lifeline Accountability Database or the National Verifier Portal

- Updating information on current applications and mailing applications to qualified consumers

- Assessing household eligibility and identifying eligible communication carriers

- Handling recertification and enhanced Tribal benefits

- Managing benefit transfers

- Logging all incoming and outgoing calls in the CRM system

- Providing basic information and outlining next steps in the programs once consumers are qualified

- Completing other duties as assigned

This position is characterized by an extremely high call volume and is performed remotely. The company employs over 5,000 remote agents across the U.S., and last year, customer service agents assisted over 12 million consumers.

RGS – WHIRLPOOL – February 2023 to March 2023

Work-At-Home Customer Care Representative

I assisted consumers and internal process partners through phone, chat, email, and other technologies for Whirlpool Consumer Services. My daily responsibilities included receiving inbound calls, helping consumers resolve issues, providing basic troubleshooting information, and scheduling service. Throughout each interaction, I ensured that consumers were fully satisfied by the end of the call..

SAGILITY HEALTH – PRIME THERAPEUTICS PROGRAM – November 2022 to December 2022

Work-At-Home Pharmacy Help Desk Assistant

Handle incoming calls from pharmacies and doctors’ offices that require assistance with members' prescriptions. This involves verifying prior authorization requests through Rx Claims to review member eligibility, claim accumulators, and history. Additionally, submit any necessary changes and send forms via email, fax, or mail, all while ensuring compliance with HIPAA regulations.

CONDUENT - APPLE PROGRAM – JUNE -2018 – JULY- 2022

Work-At-Home – Customer Experience Associate

Handle incoming calls from customers requiring assistance with their online orders. This includes managing cancellations, updating billing information, changing or escalating shipping requests, tracking orders, providing product and store information, rescheduling pickups, and contacting third parties on behalf of customers regarding finance approvals, upgrade statuses, trade-in kits, and other requests as needed. Additionally, assist the sales team with placing online orders during periods of high call volume.

TELE-TEC - AMERICAN REDCROSS PROGRAM – March -2018 – May-2018

Work-At-Home – Training Support Representative - (TSR) - Front Office

Responsibilities include taking general inbound calls, creating cases, answering questions about products and programs, rescheduling, or canceling enrollments for enrollees of community classes, closing community course offerings, issuing refunds, resetting passwords, troubleshooting, assisting with emailing certificate requests including answering questions about products and programs.

SUTHERLAND GLOBAL – December- 2017 – January- 2018

Cox Communications Program

Work-At-Home Tier 1 Customer Support – Cable Industry- Seasonal/Temporary

The position involved being a part of a supportive service-oriented team that engages in real-time troubleshooting with customers to resolve technical issues in a WAH call center environment. Responsible for educating residential Cox customers about the installation and use of products. Respond to inbound customer questions, problems, and requests regarding account balances, service additions, billings/payments, or other general or account-related services. Responsibilities also include maximizing opportunities to sell additional or upgraded services to customers as available, while providing quality customer experience.

DONNELLY COMMUNICATIONS, INC./PROCORE- Atlanta, GA

Call Center/Customer Service Representative – Inbound: October- 2012 to July- 2017

Responsibilities included receiving calls from clients and national advertisers requiring toll-free numbers answered 24 hours a day for consumers who wanted to place orders from catalogs or websites. Clients included Coach, Coach Outlet, Paul Fredricks, Stuart Weitzman, Duluth Trading Company, Griots Garage, Hobby Builders Supply, Gander Mountain, Overton's, Ross-Simons Fire Mountain Gems, First Street, Foot Smart, EWTN Religious Catalog and more. In addition to receiving calls and placing orders via phone, inbound calls included a business triage with Procore from customers calling to make payments and report power outages for HECO (Hawaiian Electric) LCEC (Lee County Electric Co-Op in Florida and WAKE electric out of North Carolina. This position required enthusiasm, excellent telephone and writing skills, patience with excellent listening skills, and savvy computer skills to maneuver through several computer screens and applications in a timely and accurate manner for quality assurance purposes.

METROPOLITAN ATLANTA RAPID TRANSIT AUTHORITY-Atlanta, GA

Accounting Specialist: January- 1994 to September- 2011

Responsible for providing financial, administrative, and clerical services to ensure effective, efficient, and accurate financial and administrative operations and support in The Accounts Receivables Section. Utilize and maintain a working knowledge of the Authority’s policies, procedures, guidelines, and government practices related to specific functions or sections of the Office of Accounting.

Receive, verify, and batch daily cash receipts from all revenue centers generated from breeze cards, ride stores, passenger revenue, parking, garages, special services, conventions, and money room.

Verify accuracy and edit cash receipts for data entry input into the Oracle Accounts Receivables System. Approximately 7000 cash receipts are processed annually. Enter and print accrual reversals report and batch listing report.

Enter and print commission sales reports and batch listings for newspaper vendors.

Maintain, file, and update accounts receivable documents after month-end close for internal/external customers and auditors’ review.

Meet monthly closing deadlines to produce financials for Senior Staff and Board Members.

Accounting Assistant: January- 1994 to January- 2000

Secretary/Word Processor: January- 1990 to January- 1994

SKILLS

MS Office (Word, Excel, PowerPoint) ● Oracle ● HRIS ● Web Timesheet ● Oracle ● Amazon Work Station ● Zendesk ● CRM ● Active Listening ● Customer Service ● Leadership ● Time Management ● Team Building ● Communication ● Empathy ● Leadership ● Problem Solving ● Reliability ● Ability to teach and mentor

EDUCATION & CERTIFICATE

JOSEPHINUM, Chicago, IL, - General Studies – High School Diploma

ATLANTA AREA TECHNICAL SCHOOL, Atlanta, GA- Information Processing Specialist Certificate Graduated, June 1990

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