Seasoned Remote Call Center Representative

Chikitta Hall

********.****@*****.*** 773-***-**** Chicago, IL linkedin.com/in/chikitta-hall-799382175 SUMMARY

Seasoned Remote Call Center Agent with years of experience in customer service, adept at managing inbound and outbound calls, and instant chats. Skilled in resolving complaints, data entry, and maintaining customer satisfaction. Seeking to leverage expertise as a Remote Customer Service Representative. WORK EXPERIENCE

IDES Illinois Department of Employment Security Chicago, IL Customer Service Representative (REMOTE) Dec 2024

• Adhere to the Privacy Act as it relates to the confidentiality of information released;

• Must maintain up-to-date knowledge of the Illinois Tollway regulations and policies;

• Update customer accounts with accuracy and maintain appropriate documentation of phone inquiries

• Utilize a Tollway application that immediately processes credit card payments to accounts while

• speaking with the customer;

• Make recommendations according to customers needs. Ability to empathize with and prioritize

• customer needs;

• All payments and adjustments must be posted to customers accounts in accordance with

• procedures for each of the I-PASS and Violation Enforcement System databases;

• Gather data from customer and other resources as needed for problem-solving and communicate to

• customer;

• Open, split and close customer I-PASS accounts in accordance with training guidelines;

• Navigate between three (3) or more systems and tools to assist and service customers;

• Will be required to complete program training, as warranted, and successfully implement that

• knowledge in day-to-day operations.

• Any other duties as deemed necessary by supervisor. AnswerNet

Call Center Agent Jan 2024 - Sep 2024

• Manage high volume inbound and outbound calls, ensuring customer needs are identified and met with accurate information.

• Achieve personal and team sales targets while adhering to call-handling quotas to maintain service quality.

• Resolve customer complaints by offering suitable solutions and alternatives, and conduct follow-ups to guarantee effective resolution.

• Document customer interactions comprehensively, process accounts, and maintain organized records in accordance with communication protocols.

Jean's Café' and Restaurant Chicago, IL

Manager Oct 2019 - Dec 2021

• Managed daily operations, including staff oversight, scheduling, and supervision.

• Maintained a focus on delivering a high-quality guest experience. Smith Village

Dining Hall Hostess Aug 2022 - Jan 2023

• Coordinated dining reservations and seating arrangements, ensuring a seamless experience for guests.

• Oversaw server team operations and facilitated communication between kitchen staff and diners for efficient order management.

• Prepared and distributed daily menus for residents and staff, and provided logistical support for event setup and breakdown.

WashLake Enterprises

Remote Call Center Agent Dec 2022 - Present

• Manage a high volume of inbound calls, ensuring effective communication and customer satisfaction through prompt resolution of queries.

• Perform accurate data entry and administer instant chat support, enhancing the efficiency of the customer service process.

Prometric Chicago, IL

Test Center Administrator Jan 2013 - Sep 2018

• Welcomed examinees and ensured the verification of proper identification to maintain test integrity.

• Conducted regular 10-minute intervals of testing room surveillance to monitor examinee compliance with guidelines.

• Distributed necessary testing materials to examinees to facilitate a smooth testing process.

• Processed and authenticated test results with printouts, initials, dates, and an embossing seal for official documentation.

Allstate Insurance Chicago, IL

Telemarketer Jan 2013 - Sep 2014

• Conducted daily outbound calls to potential customers to gauge interest in Home, Auto, and Life Insurance products.

• Performed data entry tasks to ensure customer account information was current and accurate. NORC at The University of Chicago Chicago, IL

Production Clerk Mar 2011 - Dec 2013

• Conducted outbound calls to medical facilities to collect immunization records.

• Performed accurate data entry related to healthcare documentation. EDUCATION

Madonna High School For Girls

High School Diploma, General Studies

1999

South Suburban College

Business Administration and Management, General

Present

CERTIFICATIONS

Food Service Sanitation Manager Certification, Premier Food Safety ServSafe Food Handler

SKILLS

Customer Service • Management • Data Entry • Quality Assurance • Dispatching • Call Center Administration • Contact Center Management • Training • Effective Communication • Problem-Solving • Active Listening • Time Management • Technical Proficiency • Patience • Empathy • Multitasking • Conflict Resolution

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