Center Representative Contact
Resume:
JAMES BELLANTE JR.
Aurora, CO 80016
***********@*****.***
Professional Summary
Dynamic Clinical Contact Center Representative with over 9 years at Kaiser Permanente Medical Group, excels in complaint resolution and workload management.
Proven track record of exceeding performance metrics and enhancing customer satisfaction through effective problem solving and adept call handling.
Skilled in numerous software programs, ensuring efficient appointment scheduling and documentation.
Work Experience
Clinical Contact Center Representative
Kaiser Permanente Medical Group-Aurora, CO
January 2015 to December 2024
Successfully managed escalated customer calls with tact and diplomacy utilizing conflict resolution strategies when necessary.
Utilized active listening techniques to identify customer needs and effectively provided solutions.
Effectively handled incoming call’s from customers in a timely manner,While maintaining a high level of professionalism.
Efficiently navigated multiple computer programs simultaneously to access client information quickly.
Adhered to company policies and procedures while responding to customer inquiries in accordance with established guidelines.
Adhered to strict confidentiality guidelines when handling sensitive customer information.
Followed established procedures during calls with customers.
Met performance goals and call center metrics in fast paced performance setting.
Exceeded performance metrics related to call time, quality, and customer satisfaction.
Gave accurate and appropriate information to answer questions. troubleshoot issues and resolve complaints.
Security Officer
Securitas Security Aurora, CO
May 2006 to January 2015
Maintained security for U.S. Bank precessing center. First point of contact for all employees and visitors as is a fully secured building.
Mainted access control through CCTV monitoring, reote and physical door control.
Escorted visitors as they went through the building for their various tasks.
Maintained a professional and courteous manner with all who were at the site.
Handled any security issues on site including de-escalation of any disagreements with either visitors or employees.
Education
GED
University of Colorado at Denver
1994
Gateway High School
Aurora, CO
1988 to 1991
Skills
Microsoft Office
Customer service
Communication skills
Workload management
Complaint resolution
Call handling
Customer service
Problem solving skills
Call center customer service
Appointment scheduling
Documentation and reporting
Organizational skills
Phone etiquette
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