Customer Service Data Entry

VANESSA GARDNER

Temple, TX ***** • 512-***-**** • **************@***.***

PROFESSIONAL SUMMARY

Reliable and trusted lead/mentor well-versed in call center environments with over 10 years of experience leading teams of 30+ agents. Received award for consecutive years of below call handling rate and maintaining upsell quota. Nominated and awarded the Exceptional Team Leader award in 2023 and 2024. Seeking to drive performance and customer satisfaction by providing expert leadership. SKILLS

• Claims Processing

• Customer Service

• Chat Management

• Heavy Data Entry

• Data/Digital Management

• Conflict Resolution Trained

• Excellent Communication: Written & Verbal

• Proficient Computer Skills

WORK HISTORY

Lead Customer Resolution Coordinator

Asurion Insurance - REMOTE 10/2012 - Current

Quality control for direct annual, quarterly, and monthly performance reports for agents. Designed tactics to improve agent efficiency, increasing performance by 20%. Hired, trained, developed, and motivated agents to exceed set performance goals Carefully monitored metrics to constantly look for improvement potential, eventually leading to noticeable 6% revenue growth. Collaborated with management/department heads to develop and execute policies and compliance material. Data Entry Specialist

Remington Medical - Austin, TX 07/2008 - 10/2012

Directing and allocating work to 15+ staff members with a 24-hour turnaround. Monitoring and evaluating agents work for accuracy and increase performance. First point of contact for leave-related inquiries and escalations from department managers Balancing multiple projects daily with client contacts, reports, and deliverables as needed. Managing day-to-day operational aspects of a project and scope of that project. Applying our methodology and enforcing project standards effectively. Accounts Payable Specialist

Datamax Office System - Carrollton, TX 08/1993 - 05/2008 Managed accounts payable using accounting software and other programs. Handling accounts payable for separate entities and vendors. Analyzing workflow processes.

Ensuring bills and payroll are paid in a timely and accurate manner. Comparing purchase orders, prices, terms of payment, and other charges. EDUCATION

Bachelor of Science – Virginia College (05/2012)