Customer Service Representative

Kim Johnson

** ****** ******, ***. *** Cell: 959-***-****

Hartford, CT 06105 **********@*****.***

SUMMARY

Senior Customer Service Representative with expertise implementing new processes, including workflow and data management. Results oriented, self-directed, multitasking ability, forward thinker, and organized with the ability to adapt to changing priorities and deadlines. PROFESSIONAL EXPERIENCE

Vixxo April 2020 - May, 1 2024

Senior Customer Service Rep

Receives and responds to service requests via email or phone and proactively manages the preventive maintenance process from documenting all interactions with customers and service contractors through proactively following up to ensure work is completed Build rapport with service contractors and customers within your assigned geography in order to fully understand and achieve customer goals and meet service level agreement requirements Provide effective and proactive communication to the customer regarding the status of services, time estimations

Must also be a multi tasker and be able to communicate with the Team Leads and FSR’s Vixxo April 2018- April 2020

Team Lead

Establish a connection with service providers and customers and build the appropriate rapport inorder to have understanding of needs and expectations and requirements to achieve customer goals and service level agreements.

Connect with service providers and build a rapport in order to meet customer expectations. Produce daily and weekly KPI reports for your service providers to provide them with their numbers. Inform them where improvements are needed. Must be able to multitask and work with your assigned FSR Verify customer requirements have been met and approve changes on behalf of the customer when applicable. Submit recommendations and proposals to customers Determine appropriate actions, communications and take steps necessary to continue providing exceptional service ensuring deliverables meet contractual requirements and reduce customer costs. Must be a problem solver and be able to make quick decisions KFORCE

CARE MANAGEMENT SOLUTIONS, September 2017- January 2018 A CONNECTICARE AFFILIATE

Customer Service Associate

The Health Enhancement Program (HEP) Customer Service Associate serves to provide telephonic customer service to participants of a Health Enhancement Program. Receives and responds to telephone calls from participant of HEP regarding verification of status, eligibility and the necessary requirements and provides accurate information to participants. Acts as a customer advocate in providing assistance to resolve callers’ issues/problems/questions Expertise with understanding and communicating the employer group preventive and chronic requirements.

Utilizes good judgment and discretion in referring cases to a Health Navigation Specialist and/or a Chronic Case Manager

Documents calls properly and demonstrates competence and expertise in the use of Information Management Systems.

Collaborates with the Management to identify areas of participant dissatisfaction and trends Concerning issues.

Collaborates with the Health Care Management department to address participant issues. Performs other related projects and duties as assigned. WASTE MANAGEMENT

PROJECT SERVICE REPRESENTATIVE February 2016 – February 2017 Customer Service Representative III

Maintained day to day client requests for temporary open tops, portable restrooms and permanent dumpsters

Responsible for client related projects across multiple segments of WMSBS in an 800 line call center.

Received and processed requests from customers and Project Managers Worked independently to provide end to end resolution to complex customer requests and issues Managed critical customer projects, collaborating with the internal and external contacts to ensure timely and accurate service across multiple client segments Handled incoming inquiries and transactions via phone and email from all segments of company Used strong de-escalation practices to resolve customer issues on first interaction and without involvement of a Supervisor

Maintained and updated project related spreadsheets as required Procured costs for requested service uploads and single requests Created new container services in Acorn system through manual entry or via the upload process Responsible for maintenance of existing specs and makes changes as required. WASTE MANAGEMENT February 2012 February 2016

Client Set-up & Maintenance Rep I-SBS

Maintained business accounts and approved increases and decreases on waste services Responsible for contacting vendors for pricing increases and decreases via email and phone Processed over 40 working tickets daily to implement increases and decreases from excel spreadsheet Assisted Account Managers with approvals to implement changes when required OAKLEAF WASTE MANAGEMENT August 2010 – February 2012 Customer Service Representative II

Professionally processed incoming requests via multiple communication channels and ensured all issues and resolved to maintain service level agreements Maintained outstanding customer relationships with all clients and vendors by addressing all questions and concerns with timeliness and accuracy Responsible for creating tickets and queuing them to the correct party Created work orders for all services needed

Strong decision making and analytical abilities assisted in my preparing and processing emails both inbound and outbound addressing issues that needed to be resolved by upper management Followed Customer Care Standard Operating Procedures at all times EDUCATION

JOHN JAY COLLEGE, NEW YORK, NY 1983 – 1985

REFERENCES AVAILABLE ON REQUEST

SKILLS

Microsoft Office Suite, Adobe Acrobat Professional, Copy, Fax, Scan, Proofreading, Data Entry, Technically skilled office support professional with over fifteen years of experience as a Customer Service Representative; Expert in interpersonal and communication skills, known for tactful handling of sensitive, confidential issues and ability to resolve customer complaints in a timely manner; Service orientation -actively looking for ways to help people; Learning Strategies-selecting and using training/instructional methods and procedures appropriate for the situation when learning or teaching new things; Critical Thinking—using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems; Reputation for dependability, honesty, dedication and enthusiasm and provide premium service to both internal and external customers

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