Call Center Customer Service
Resume:
Elizabeth Renaud-Resio *** Amber Ash Dr., Kyle, TX 78640 *******@*****.*** 512-***-****
VMware Sr., Onboarding Learning Services Administrator 10/23/2010 – 01/26/2024
I have excelled in managing time effectively, multi-tasking in a fast-paced environment, and am exceptionally detail-oriented. I served as liaison to new participants during the onboarding process and day-to-day functions.
First point of contact for all training (Live online, onsite, and self-paced offerings) and policy related issues.
Accounts were set up for Global territory coverage.
Coordinated on-boarding SFDC ticket inquiries, issues, and concerns with appropriate advice and guidance.
I audited vendor accounts and reconciled with myLearn reports; resolved issues with providers.
Kept apprised of all internal and external regulations and implemented changes as required. Reasoning: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Handled multiple tasks in a timely manner.
Proven track record of leading and developing high-performing teams
Strong analytical skills with the ability to interpret data and make informed decisions
Excellent communication and interpersonal skills
Proficiency in reservation systems and call center technologies
Ability to work in a fast-paced environment and manage multiple priorities
relate, communicate and interact with people at all levels within the Company and at customer facilities, disparate levels of comprehension, and potentially dealing with confused and agitated patients or family members. Requires ability to analyze, evaluate, compare, and compile information, and the ability to coordinate, communicate, and instruct.
Language Skills (English & Spanish): Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the public.
Able to relate, communicate and interact with people at all levels within the Company and at customer facilities, as well as with people of diverse backgrounds, disparate levels of comprehension, and potentially dealing with confused and agitated customer members.
Requires ability to analyze, evaluate, compare, and compile information, and the ability to coordinate, communicate, and instruct.
Provided high-quality customer support via email, chat, and phone, and also find creative solutions to customer requests.
Troubleshooted test, resolved technical problems, and identified creative solutions to delight clients.
Collaborated with the technical support team when necessary and provided them full details and tested permutations to reproduce issues to streamline finding solutions.
Gone above and beyond to make customers find success with the platform.
Supported all customer relationship activities through customer onboarding & implementation, launched and produced training, and all post-implementation support.
Gathered client feedback, identified potential pain points and root issues, and communicated thoughtful insights with analytical rigor to internal teams for continuous improvement.
Created and updated documentation, manuals, knowledge base resources, and videos to empower clients to find solutions independently.
Taken ownership of results by driving high-quality customer service, resulting in meeting, or exceeding the monthly goals associated with the role every month.
Built partnerships and relationships with customers and be passionate about helping them meet their goals and staying positive in handling customer requests.
Delighted clients at scale.
Performed other duties as assigned.
Adhered to and compliance with information systems security is everyone's responsibility. It is the responsibility of every computer user to: Know and follow Information Systems security policies and procedures. Attending Information Systems security training, when offered. Report information systems security problems.
Allied Waste Service Manger Customer Service & Human Resources 6/13/2005 - 10/3/2010
Processed the day-to-day tasks of the Office, including data entry, onboarding, benefits enrollment, and Manger Customer Service & Human Resources other HR duties as requested. Along with serving as liaison to new participants during the onboarding process.
Responsible for the hiring process and ensured all necessary steps are taken including background checks, reference checks and all relevant administration/communication.
Generated and sent confirmation letters and participants new subscription paperwork.
Processed background checks and I-9 forms.
Onboarding processes included new hire orientation and exit interviews, ensured compliance by conducting audits and making sure all forms and documents are up to date.
Maintained QC reports, monthly records showing new subscriptions, add-ons to current subscriptions, retention, as well as personnel files, HR database administration and completed annual document retention.
Possess excellent verbal and written communication.
Answered questions and assisted with problem resolution for customers, employees, and managers.
Monitored CSR calls to ensure accuracy. Scored the monitored call for quality and training purposes.
Keep current on industry trends that have potential impact on the division.
Plan, control and monitor operating budgets for assigned areas of responsibilities.
Analyze information regarding customer satisfaction, modify processes, and counsel employees to ensure high levels of customer service.
Handle novel and diverse work problems on a daily basis, including high pressure trauma scenes. Personal maturity and sound judgment are important attributes. Must be able to relate, communicate and interact with people at all levels within the Company and at customer facilities, as well as with people of diverse backgrounds, age levels ranging from infant to senior, disparate levels of comprehension, and potentially dealing with confused and agitated patients or family members. Requires ability to analyze, evaluate, compare, and compile information, and the ability to coordinate, communicate, and instruct.
Language Skills: Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Mathematical Skills: Ability to work with mathematical concepts such as probability and
statistical inference. Ability to apply concepts such as, percentages, ratios, and proportions to practical situations.
Reasoning: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Ensure effective risk management (e.g., workers' compensation, safety) through proactive education and training programs.
Establish a program for disaster planning and take control of situations as needed during times of disaster.
Interact with other emergency relief providers: public and private.
Provide direction, clarity of expectations and coaching to supervision.
Ensure consistent and fair treatment of employees.
Role model appropriate behavior regarding Vision and Guiding Principles.
Modify jobs or roles of supervisor and field employees to increase job satisfaction and employee development.
Ensure effective risk management (e.g., workers' compensation, safety) through proactive education and training programs.
Moderate travel to Computer Services
Affiliated Computer Services Manager Applications & Enrollment Call Center March 2001 to Nov 2005
Children's Health Insurance Program (TX CHIP)
Analyze many variables and choose the most effective course of action for responding to calls, treatment and transportation of patients, and interaction with family members, facility personnel, and others.
Handled novel and diverse work problems daily, including high pressure trauma scenes. Personal maturity and sound judgment are important attributes.
Related, communicated and interacted with people at all levels within the Company and at customer facilities, as well as with people of diverse backgrounds, age levels ranging from infant to senior, disparate levels of comprehension, and potentially dealing with confused and agitated patients or family members.
Ability to analyze, evaluate, compare, and compile information, and the ability to coordinate, communicate, and instruct.
Managed the daily operations of a 100-seat call center.
Monitored the call statistics for reporting and adherence to contract requirements.
As well as call center matrix, abandonment rate, hold time, talk time, fair share ratio was achieved.
Reviewed statics reporting to ensure compliance of production, performance, quality, and policy adherence.
Resolved member/provider complaints and appeals.
Participated in process enhancement projects to identify and increase participation and awareness.
Reviewed statistical information regarding referrals request and approval/denial, compliance, membership, provider relations and complaints.
Plan and execute the expansion of the call center operations to include additional properties within the application process
Develop a scalable framework for call center operations that can be adapted to new applications as they are added to the portfolio.
Must be able to analyze many variables and choose the most effective course of action for responding to calls, treatment and transportation of patients, and interaction with family members, facility personnel, and others
As well as with people of diverse backgrounds, age levels ranging from infant to senior, disparate levels of comprehension, and potentially dealing with confused and agitated patients or family members.
Mathematical Skills: Ability to work with mathematical concepts such as probability and statistical inference. Ability to apply concepts such as, percentages, ratios, and proportions to practical situations.
Must be able to analyze many variables and choose the most effective course of action for responding to calls, treatment and transportation of patients, and interaction with family members, facility personnel, and others.
Monitor and make appropriate modifications in processes to manage success measures.
Implement changes to integrate operational initiatives associated with organizational strategy.
Establish plans and implement specific actions to assist in the quick, effective integration of new companies into the CHIP family.
Champion affirmative action efforts in all aspects of employment, including but not limited to staffing, training, promotion, etc. Responsible for compliance with and enforcement of company/department policies and procedures
Establish goals and objectives for field operations based upon communicated goals and strategies for the region, and clearly communicate these goals and objectives to the appropriate employees.
Manage employee performance by setting and communicating standards, measuring results and providing feedback.
Act as a resource to employees in resolving problems and increasing effectiveness.
Ensure consistent and fair treatment of employees.
Monitor and ensure compliance with OSHA, EEO, and other applicable local, state, and federal laws governing business and employee relations.
Modify jobs or roles of supervisor and field employees to increase job satisfaction and employee development.
Ensure effective, timely and cost-efficient contract administration.
Volunteer in community activities to increase the image of the division.
Monitor and make appropriate modifications in processes to manage success measures.
Establish plans and implement specific actions to assist in the quick, effective integration of new companies into the CHIP family.
Mentor employees, conduct performance evaluations, counsel and provide disciplinary actions to assigned personnel, and works to facilitate individual and team development that drives positive results.
Must be able to relate, communicate and interact with people at all levels within the Company and at customer facilities, as well as with people of diverse backgrounds, age levels ranging from infant to senior, disparate levels of comprehension, and potentially dealing with confused and agitated patients or family members. Requires ability to analyze, evaluate, compare, and compile information, and the ability to coordinate, communicate, and instruct.
GUIDING VALUES AND BEHAVIORS
Customer Care - We continually earn the privilege to care for our patients. It is at the forefront of everything we do.
One Team - We respect each other and achieve together what no individual can alone.
Innovation - We are driven to develop solutions that inspire progress.
Vigilance - We will never waver in our commitment to safety and preparedness in the fulfillment of our duties.
Ownership - We are accountable for what we do and take pride in how we do it.
Citizenship - We are dedicated to being good stewards in the communities we serve.
Proficiency:
Microsoft Outlook, Word, Excel, and PowerPoint. Paylocity, myLearn, SFDC ticketing system, SAAS, Teams and Zoom meeting conference calls.
VR (10+ years)
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Microsoft Windows Server (10+ years)
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Salesforce (10+ years)
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Telephony (10+ years)
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Team management (10+ years)
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conference call
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UNIX
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Computer science
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Supervising experience
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English
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Time management
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Microsoft Powerpoint
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Microsoft Outlook
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Call center management
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Conflict management
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Computer skills
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Customer service
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Project management
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Windows
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Human resources
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Recruiting
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VMWare
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Tableau
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Microsoft Office
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Microsoft Excel
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Leadership
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Organizational skills
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Microsoft Word
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Analysis skills
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IT
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Database administration
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Communication skills
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Employee orientation
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Analytics
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Management
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Sales
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Research
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Software troubleshooting
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Adobe Creative Suite
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Driving
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Training & development
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Accounting
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Payroll
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Working with people with disabilities
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Data entry
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Office experience
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Negotiation
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Typing
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Computer literacy
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Workday
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Google Suite
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Customer relationship management
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Continuous improvement
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Budgeting
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Relationship management
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Account management
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Benefits administration
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Administrative experience
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Multi-line phone systems
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Phone etiquette
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Email marketing
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Project management software
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Filing
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Software implementation
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Bilingual
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Spanish
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Financial acumen
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Microsoft Dynamics 365
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Outdoor work
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Help desk
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B2B sales
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Slack
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Adobe Photoshop
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Customer support
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Marketing
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SaaS
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CRM software
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Writing skills
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Cold calling
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CAD
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Telecommunication
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Dispatching
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Schedule management
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Public speaking
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Sales pipeline
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Succession planning
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Operations management
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Banking
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Lending
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10 key typing
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Quality assurance
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Sales support
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Business development
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Warm calling
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Presentation skills
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Microsoft Access
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Financial services
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Quality management
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Proofreading
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Data analysis skills
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Accounts receivable
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Accounts payable
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Account reconciliation
Education:
Texas State University
Incomplete: August 1989
References:
Theresa Valencia
LuckyTV **@*****.***
Kezia Petrelli
********@*****.***
Geri McClure
Krystal Gil
*******.****@**.***
Contact this candidate