Customer Service Call Center
Resume:
Jessica Harvath
Hastings, MI *****
**********@*****.***
Seeking a management position with an organization where demonstrated skills in marketing, administration, and sales can be used to increase profitability and promote growth.(And\or). To obtain an Office/Clerical position in which my customer service, bookkeeping, personal, clerical and general office skills will contribute to greater office efficiency and productivity, also Looking forward to working with people. Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
CSR - Customer Service Representative
Adecco/ Heart of West Michigan-Kalamazoo, MI
November 2021 to March 2023
Take calls from customers asking about Covid-19 vaccines and booster shots and schedule appointments. Also took tax calls for tax appointments.
• Managed customer accounts
• Greeted customers
• Conducted customer service surveys
• Handled reservations
• Resolved customer issues
• Booked appointments for clients
• Worked in the inbound call center
• Collected and documented orders
• Responded to inquiries and issues
• Inventoried spreadsheets
• Did call monitoring for agents
Assistant Manager
Unemployment Insurance Agency-Kalamazoo, MI
May 2020 to October 2021
1. Selected and assigned staff, ensuring equal employment opportunity in hiring and promotion. Coordinated activities by scheduling work assignments, setting priorities, and directing the work of subordinate employees. Monitored team reports, directed necessary action, and informed upper management of pertinent information. Implemented programs, policies, and projects as assigned. Ensured that proper labor relations and conditions of employment are maintained.signed. Performed any task assigned to subordinate staff, consistent with any licensing or certification requirements. Interpreted and clarified unemployment insurance laws, regulations, policies, and procedures to staff, employers, claimants, other agencies, government entities and officials, and the general public. Maintained records, prepares reports, and composed correspondence relative to the work. Performed related work as assigned.Interviewed claimants, employers, and/or other interested parties via telephone, mail, fax, and electronic methods to determine eligibility for unemployment benefits and/or resolve unemployment claims issues. Contacted claimants, employers, and other interested parties to obtain necessary information relative to contested/questionable unemployment claims and protests. Processed new, additional, reopened, and continued unemployment claims as well as appeals and protests. Make, and issue, monetary and non-monetary (re)determinations and reconsiderations, administrative error restitution determinations, and restitution determinations. Established and maintain restitution accounts and perform collection activities. Applied monetary and non-monetary decisions based on Office of Appeals, Board of Review, or court rulings. Issued adjustments to benefits based on court orders, such as Friend of the Court deductions. Performed re-determination of charge function on selected successive separations. Issued credit adjustments and makes changes to employer accounts using mathematical computation. Compiled pertinent facts related to potential unemployment insurance fraud, set up claims cases for the audit/investigation unit, and issued (re)determinations. Investigated labor disputes, school denial periods, and other non-monetary issues involving multiple claimants. Provided information to the public regarding unemployment insurance rules, regulations, procedures, forms, and appropriate information needed to complete the filing process.Provided assistance to clients
• Answered phones and assisted clients with changes to their account.
• Maintained up to date knowledge of customer accounts.
• Identified training possibilities in new hires and ongoing employees and implemented training processes.
• Navigating multiple computer systems.
• Provided coaching to team members.
• Responsible for running call center team.
• Supervised a team of 40+ agents.
• Handled day to day operations.
• Trained new hires.
Administrative Official/Call center REP
Bay To Bay Building Concepts-Hastings, MI
February 2019 to August 2019
Helped get the business established. Worked in a call center generating leads, setting appointments, confirming information, taking in coming calls scheduling appointments. Also ran the front office at times. Tech Support Agent
Software Tech
December 2014 to May 2018
I worked from my home office taking calls, chats, emails, handling customers issues and fixing them. builder
I also won two awards for top marketing director
J & M Distributing-Hastings, MI
August 1999 to June 2002
Hastings, MI
08/1999 to 06/2002
Answered phones, and set appointments. Supervised telemarketers and prepared monthly statistics reports. Did payroll, held meetings, did surveys, referrals, customer call backs, and I also won two awards for top marketing director.
Education
High school diploma or GED
Hastings High School - Hastings, MI
1999 to 1999
Associates Degree in Criminal Justice
Kellogg Comunity College
Skills
• Customer Service
• Call Center
• CSR
• Clerical Experience
• Microsoft Outlook
• Microsoft Word
• Schedule Management
• Telemarketing
• Recruiting
• Statistics
• EMR Systems
• Management
• Payroll
• Cold calling
• Lead generation
• Business development
• Office manager experience
• Human resources
• Benefits administration
• Project management
• Customer support
• Outbound sales
• Inside sales
• Social media management
• iOS
• Live chat
• B2B
• Microsoft Access
• Help desk
• B2B sales
• Conflict management
• CRM Software
• Android
• Human Resources Management
• Technical Support
• Microsoft Windows
• Computer Networking
• User Interface (UI)
• Salesforce
• Mac OS
• Analysis skills
• Microsoft Excel
• Management
• Administrative experience
• Organizational skills
• Customer relationship management
• Direct sales
• B2B sales
• Marketing
• IT
• Inside sales
• Technical support
• Live chat
• Sales management
• Customer service
• Microsoft Office
• Microsoft Word
• Typing
• Phone etiquette
• Computer skills
• Multi-line phone systems
• Call center
• Call center management
• English
• Telemarketing
• Sales
• Outbound sales
• Help desk
• Cold calling
• Microsoft Access
• Mobile devices
• Insurance sales
• Conflict management
• Google Suite
• Supervising experience
• Training & development
• Recruiting
• Payroll
• Mentoring
• Relationship management
• Computer networking
• Office management
• Leadership
• CRM software
• Google Docs
Assessments
Basic computer skills — Proficient
April 2022
Performing basic computer operations and troubleshooting common problems Full results: Proficient
Administrative support professional fit — Proficient May 2022
Measures the traits that are important for successful administrative support professionals Full results: Proficient
Technical support — Completed
February 2022
Performing software, hardware, and network operations Full results: Completed
Sales fit — Proficient
October 2021
Measures the traits that are important for success in sales positions Full results: Proficient
Call center customer service — Completed
November 2021
Demonstrating customer service skills in a call center setting Full results: Completed
Social media — Completed
April 2022
Knowledge of popular social media platforms, features, and functions Full results: Completed
Attention to detail — Proficient
November 2021
Identifying differences in materials, following instructions, and detecting details among distracting information
Full results: Proficient
Sales skills — Proficient
October 2021
Influencing and negotiating with customers
Full results: Proficient
Customer service — Completed
April 2020
Identifying and resolving common customer issues
Full results: Completed
Office manager — Completed
April 2022
Scheduling and budgeting
Full results: Completed
Project timeline management — Proficient
November 2021
Prioritizing and allocating time to effectively achieve project deliverables Full results: Proficient
Inside sales — Completed
November 2021
Understanding and responding appropriately in sales scenarios, and performing common sales calculations
Full results: Completed
Customer focus & orientation — Completed
November 2021
Responding to customer situations with sensitivity Full results: Completed
Written communication — Proficient
November 2021
Best practices for writing, including grammar, style, clarity, and brevity Full results: Proficient
Administrative assistant/receptionist — Proficient November 2021
Using basic scheduling and organizational skills in an office setting Full results: Proficient
Verbal communication — Completed
November 2021
Speaking clearly, correctly, and concisely
Full results: Completed
Management & leadership skills: Impact & influence — Completed April 2022
Choosing the most effective strategy to inspire and influence others to meet business objectives Full results: Completed
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
Additional Information
Can operate various computer programs and run office machines (i.e. fax, copier, etc.) currently taking collage classes to further my education.
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