Customer Service Call Center
Resume:
Porsche Mason
************@******.*** 423-***-**** Rossville, GA
SUMMARY
Dynamic Call Center Representative with 6 years of experience in high-volume call environments, delivering exceptional customer service and resolving complex inquiries. Proven expertise in utilizing CRM software for accurate documentation and follow-up, ensuring customer satisfaction. Seeking Call Center Agent role to leverage strong communication skills, telephony expertise, and commitment to quality service. WORK EXPERIENCE
Aspen Media Chattanooga, TN
Call Center Representative Apr 2024 - Present
• Manage a high volume of inbound customer calls, delivering exceptional service by addressing inquiries and resolving complaints.
• Utilize CRM software to accurately document and track customer interactions, ensuring precise record-keeping and follow-up actions.
• Engage in regular coaching sessions to enhance skills and address improvement areas identified through quality monitoring processes.
BroadPath Remote
Pharmacy Customer Service Representative Jan 2024 - Mar 2024
• Explained medical plans and resolved member issues by effectively communicating with members, pharmacies, and other verified callers.
• Managed account updates, mail order items, and addressed customer concerns, including complaints, appeals, and prescription issues.
• Handled billing concerns, including issues and refunds, while ensuring compliance with company and HIPAA regulations.
Advantmed Remote
Appointment Scheduler Jan 2024 - Mar 2024
• Scheduled medical appointments, facilitating effective communication between medical professionals and clients.
• Managed high-volume call center operations, handling over 250 calls daily and consistently exceeding performance expectations.
• Navigated a portfolio of 55+ products and services, enhancing customer service while accurately inputting over 12,000 units of sensitive data.
Insight Global Philadelphia, PA
Appointment Scheduler Jun 2023 - Oct 2023
• Scheduled medical appointments with clear communication between medical professionals and clients.
• Managed high-volume call center operations, handling over 250 calls daily and consistently exceeding performance expectations.
• Navigated a portfolio of 55+ products and services, enhancing customer service and inputting over 12,000 units of sensitive data.
CXPERTS Los Angeles, CA
Member Experience Advisor Jan 2023 - Feb 2023
• Scheduled hearing aid appointments, improving customer experience and satisfaction.
• Supported over-the-counter order processing by keeping customers informed of delivery dates.
• Resolved product and consumer complaints, maintaining high levels of customer satisfaction through strong communication skills.
Underguard Teleservices Covington, TN
CSR - Customer Service Representative Sep 2022 - Dec 2022
• Processed donation pledges for a global nonprofit, supporting their mission to promote self-sustainability in underserved communities.
• Contributed to educational initiatives by assisting in training individuals in farming and livestock care to improve self-sufficiency.
• Supported a social impact project aimed at aiding food-deprived regions, delivering essential community assistance. Nations Benefits Plantation, FL
Member Service Advisor Mar 2022 - Aug 2022
• Coordinated hearing aid appointments, ensuring a seamless experience for members.
• Managed over-the-counter orders, providing accurate delivery timelines to improve service quality.
• Enhanced customer service by ensuring timely communication and resolution of member inquiries. VXI Global Solutions Los Angeles, CA
CSR - Customer Service Representative Jan 2022 - Mar 2022
• Addressed client inquiries related to benefits, showcasing comprehensive understanding and clear communication.
• Managed EBT and Pet card balance updates, ensuring client satisfaction and timely service delivery.
• Handled card replacements and disputes for missing or stolen benefits across five U.S. states. Teleperformance Salt Lake City, UT
Customer Service Representative Oct 2020 - Jun 2021
• Addressed inquiries related to benefits and processed insurance payments, ensuring timely and accurate support.
• Utilized strong communication skills to clarify customer queries and enhance overall customer satisfaction.
• Prioritized customer needs to deliver high-quality service and efficiently resolve issues. Chipotle Mexican Grill Chattanooga, TN
Cashier/Customer Service Dec 2019 - May 2020
• Managed financial transactions with precision, ensuring accurate processing of cash, check, and credit card payments, thereby maintaining financial integrity.
• Delivered exceptional customer service by promptly and professionally addressing and resolving customer complaints and inquiries.
Walmart Chattanooga, TN
Sales Associate Mar 2016 - Jun 2017
• Enhanced customer satisfaction by delivering attentive service and effectively resolving issues.
• Improved sales outcomes by offering in-depth product knowledge and support to customers. Jo Ann Fabrics Chattanooga, TN
Cashier and Sales Associate Mar 2015 - Mar 2016
• Delivered high-quality customer service by efficiently addressing and resolving customer needs.
• Managed inventory to maintain consistent stock levels and contributed to store organization and safety through cart retrieval.
EDUCATION
Howard High School
High School Diploma, General Education
Chattanooga, TN
Jun 2002
SKILLS
Typing • Outbound Sales • Cash Register • Telephony • Hospitality • VPN • Mobile Devices • Remote Access Software
• Lan • Outbound Calling • Analysis Skills • Phone Etiquette • Documentation Review • Upselling • Ivr • Live Chat
• iOS • Hvac • Google Suite • Cold Calling • Hipaa • Working With People With Disabilities • Search Engines • Host/Hostess Experience • Call Center • TCP/Ip • Leadership • Sales • Hotel Experience • Computer Literacy • Customer Support • Customer Service • Communication Skills • Salesforce • Scripting • Telemarketing • Pci • Data Entry • Cash Handling • Order Entry • Guest Services • English • Windows • Insurance Verification • CRM Software • Inside Sales • Retail Sales • Plumbing • Computer Skills • Google Docs • Operating Systems • Computer Networking • VoIP • Mac OS • Medicare • Accounts Receivable • Medical Terminology • Medical Scheduling • HubSpot • Outdoor Work
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