Customer Service Agent

Carolyn Pink

Gurnee, IL *****

T: 602-***-**** E: ********@*****.***

SUMMARY

A hard-working Human services professional with 20+ years of customer service experience and a reputation for flexibility, reliability and accuracy in a fast-paced environment. Dedicated to assisting and serving in a capacity that enhances the lives of others with the skills and tools learned over the span of a diverse employment history. QUALIFICATIONS

Positive work ethic - Strong critical thinking - Elevated grammatical, written and verbal communication skills - Dependability - Self-supervising and organized - Works effectively in high pressure situations - Desire to Learn and be trained - Proficiency in Microsoft Office Suite - Excellent interpersonal skills.

EXPERIENCE

Level 3 Customer Service Agent (7/2021-present)

Wayfair.com - WFH, IL

● Greets customers with professionalism

● Resolves customer complaints with efficiency

● Meets metrics without compromising work ethic

Call Center Agent (10/2020-02/2021)

LTD Commodities - Lincolnshire, Il

● Answer calls from Customers

● Assist customers with inquiries regarding orders

● Resolve issues with first call resolution

Enumerator (08/2020-10/2020)

US Census Bureau - 6th District (Racine and Kenosha Counties Wisconsin)

● Assist public with completing Census questionnaire

● Answering questions about validity of Census

Customer Service Manager (12/2019-02/2020)

Advance Manufacturing Technologies – Grafton WI

● Supervise the work of office and customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems.

● Review records pertaining to production, or shipping to verify details, monitor work activities. Consult with managers and personnel to resolve problems with equipment performance and output quality

● Maintain records pertaining to inventory, orders, supplies, or machine maintenance. Administrative Clerk (3/2019-10/2019)

State of Arizona Department of Transportation (Abacus Staffing)– Phoenix Arizona

● Purge and Update files

● Create and update Standard Operating Procedures

● Maintained and reported changes in Fuel Variance Daily and Monthly Administrative Assistant 2 (3/2018-2/2019)

Public Consulting Group Caregiver support - Tempe, Arizona

● Gatekeeper: key holder, receptionist, and answer multiple phone lines

● Project Management: organized corporate meetings across country

● Organizes Assistant to Administrative staff and arranges travel for up to 10 B level management staff Eligibility Determination Specialist (4/2017-3/2018) Public Consulting Group Caregiver support - Tempe, Arizona

● Performed background checks

● Accurately updates customer files for customer clients throughout the US

● Performed mailroom duties assisting 20 coworkers

● Adhered to current HIPAA laws

Collections Agent (7/2016 -4/2017)

JPMorgan Chase - Phoenix, Arizona

● Multitasking with various programs

● Adhere to compliance requirements for collection agencies

● Accurate decision making with minimal supervision Trainer (09/2013 - 07/2016)

General Dynamics Medicare Eligibility - Phoenix, Arizona

● Assessed training needs of classroom

● Designed and planned training for over 100 employees or customers per year

● Developed alternative training methods if expected improvements are not seen

● Monitored, evaluated and recorded training activities and program effectiveness

● Offered specific training programs to help workers maintain or improve Inspector (10/1996 - 10/2008)

American Axle & Manufacturing - Hamtramck, Michigan

● Adjusted pressures and velocities to produce quality parts

● Cleared jams and others malfunctions of a CNC machine

● Installed dies, machine screws, cuffs and sizing rings

● Set-up and operated extruder, molding and injection machines Security (06/1995 - 10/1996)

Chrysler Automotive - Detroit, Michigan

● Answered alarms and investigated disturbances

● Monitored alarm panels and video equipment to enhance safety and security

● Operated base station, dispatching officers and logging all activity

● Patrolled and protected property from theft and illegal entry Supervisor (03/1994 - 08/1995)

Value City Department Store - Westland, Michigan

● Assessed and ensured resolution of customer complaints

● Assigned duties to workers and scheduled break periods, work hours and vacations

● Created a team environment and motivated staff to success

● Trained new employees and monitored performance to determine additional training needs Records Specialist (08/1990 - 01/1994)

US Army - Ft Knox, Kentucky

● Addressed employee relations issues, harassment allegations, work complaints, or other employee concerns

● Analyzed employment-related data and prepared required reports

● Conferred with management to develop or implement personnel policies

● Developed or implemented recruiting strategies to meet current or anticipated staffing needs

● Hired employees and processed paperwork

● Informed job applicants of responsibilities, compensation, benefits, schedules, and working conditions

EDUCATION

Associate

ITT Technical Institute, Wayne, Michigan

Degree Paralegal Studies

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