Customer Service Call Center
Resume:
Twana Russ
Customer Service Professional committed to balancing company goals while helping all
customers find satisfactory solutions. Creative problem solver who is adept at remaining calm in stressful situations and effectively assisting a variety of customers. Whiteville, NC 28472
*************@*****.***
Customer Service Professional driven to exceed sales goal and build long term relationships with customers. Delivers positive experience through high- quality customer care. And with 10 + years experience in administrative and call -center specializing in high-volume calls, and fundraisers. Key strengths are in problem - solving, multitasking and customer relation. Seeking a job as Customer Service Agent. Proven ability to provide excellent customer service and resolve customer complaints in a timely manner.. Aiming to leverage my abilities to successfully fill Call Center Customer Service Representative role on your team. Maintaining a high level of professionalism to minimize customer loyalty.
Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
In Home Caregiver
In Home-Whiteville, NC
January 2016 to Present
• Responded quickly to emergency situations and provided necessary first aid.
• Coordinated medical appointments, errands, and social events.
• Prepared meals according to client dietary requirements.
• Transported client to doctor’s office and essential errands.
• Assisted resident in activities of daily living to maintain health and dignity.
• Help client with daily tasks, such as laundry, housekeeping, and shopping. Call Center Agent
Experian-Allen, TX
February 2023 to January 2024
• Answered 50 + calls per hour, exceeding target call rates by 16%.
• Ensuring that applications are completed correctly and that the required materials are provided.
• Established knowledge of protocols, answering customers inquires, and reducing wait times by 7 + times.
• Enter members demographics into databases, verify information and benefit eligibility.
• Processing enrollments and dis-enrollments.
• Assisting with billing and payment processing.
• Describe products to customers and accurately explained details and care of merchandise.
• Managed customers returns and complaints with an understanding demeanor, increasing customers brand adherence.
• Executed customers questions, resolving issues and reducing the need for supervisor assistance by 19%.
Call Center Representative: Keying Financial Data
St. Jude Children's Research Hospital-Memphis, TN
March 2022 to January 2024
• Keyed in financial data.
• Compare data with source documents, or re-enter data in verification format to detect errors.
• Compile, sort and verify the accuracy of data before it is entered.
• Locate and correct data entry errors, or report them to supervisors.
• Maintain logs of activities and completed work
• Call Center metrics decoding aptitude
• Fast Learner
Quality Control Inspector
Kayser-Roth Corporation-Lumberton, NC
July 2014 to January 2016
• Conducted and approved corrective actions associated with quality inspection program.
• Developed detailed reports to document quality control findings.
• Assisted in analyzing trend data to identify problems.
• Prepared required reports pertaining to quality for management.
• Maintained inspection records and documentation associated with quality program.
• Marked items with grade or acceptance- rejection status.
• Wrote test and inspection reports describing results, recommendations and needed repairs.
• Notified supervisors and other personnel of production problems.
• Stacked and arranged tested products for further processing shipping and packaging.
• Weighed materials, products, containers and samples to verify packaging. Administrative Assistant/Secretary
Bladen County Department of Social Services-Elizabethtown, NC June 2005 to September 2011
• Scheduled and confirmed appointments for clients or customers.
• Opened, read, route and distributed incoming mail and other materials and answer routine letters.
• Facilitated smooth communication between office and external parties by managing phone calls and messages.
• Operated office equipment, such as fax machines, copiers, and phone system and arranged for repairs when equipment malfunctions.
• Learnt to operate new office technologies as were developed and implemented.
• Created, maintained and entered information into databases.
• Multi-line phone talent
• Power Point Proficiency
• Presentation
Mail Clerk/Mail Handler
U.S. Postal Service-Fayetteville, NC
September 2000 to March 2005
SEPTEMBER/2002 TO MARCH/2004
Sort mail, organize mail, load and unload trucks, operate sorting machines, dump and sort priority mail. Education
Bachelor's degree in Criminal Justice
Grand Canyon University - Arizona
May 2017 to September 2022
Associate's degree in Psychology
University of Phoenix-Online Campus - Arizona
September 2014 to October 2017
Diploma in Cosmetology
Vance-Granville Community College - Henderson, NC
February 1992 to September 1995
Diploma in Nursing
Kittrell Trade School - Kittrell, NC
February 1991 to September 1993
Skills
• Typing (5 years)
• Presentation Skills (6 years)
• Office experience (5 years)
• Front desk (2 years)
• Multi-line phone systems (2 years)
• Phone etiquette (5 years)
• Computer skills (8 years)
• Communication skills
• Customer service
• Technical support
• Windows
• Typing 35 wpm
• Presentation skills
• Quality control
• Telemarketing
• Live chat
• CRM software
• Customer support
• Time management
• Microsoft Excel
• Microsoft Office
• Data entry
• Call center (2 years)
• Leadership
• Outbound calling
• Sales strategy
• Cold calling
• Strong Client Relations (8 years)
• Clarity in Communicating
• Patience
• Problem - Solving and Flexibility
Languages
• ASL - Fluent
Certifications and Licenses
Driver's License
February 2019 to September 2026
First Aid Certification
Assessments
Building relationships for childcare providers — Proficient February 2023
Building positive and productive relationships with families of children ages 0–3 Full results: Proficient
Work style: Reliability — Proficient
March 2024
Tendency to be reliable, dependable, and act with integrity at work Full results: Proficient
Verbal communication — Proficient
March 2024
Speaking clearly, correctly, and concisely
Full results: Proficient
Call center customer service — Proficient
February 2023
Demonstrating customer service skills in a call center setting Full results: Proficient
Food service: Customer situations — Proficient
April 2024
Identifying and addressing customer needs in a food service setting Full results: Proficient
Work motivation — Proficient
March 2024
Level of motivation and discipline applied toward work Full results: Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
Additional Information
SKILLS & ABILITIES
Provide general office support with a variety of Clerical activities and related tasks including: answering phones, receiving, sorting and distributing incoming mail, performing sectorial, clerical functions, including photo copying, faxing and filing, typing memos, correspondence, reports and documents, ordering office supplies, equipment, and maintaining inventory; processing and monitoring invoices; and special projects as assigned. Organizing, loading, and shipping mail before it gets to the mailperson who will deliver it. Operate sorting machinery, load packages into trucks and vans. Dump mail from sacks, cut ties, separate outgoing bulk mail, operate cancelling machines, performs other duties as assigned.
Contact this candidate