Call Center Customer Service
Resume:
Angela Switzer
Objective
Professional Call Center Specialist and Office Administrator with attention to detail looking to gain a position that will allow me to build on my past experience as a dedicated employee while acquiring the knowledge of additional business experiences.
Summary
• Ability to work well independently and as part of a team
• Prioritizes multiple projects simultaneously
• Extremely well organized and detail oriented
• Adapts quickly to new computer systems and programs
• Loyal and reliable worker who is capable of handling confidential info
• Excellent customer service skills
• Certified Notary IL
Education
College of DuPage, Glen Ellyn, IL
Fenton High School, Bensenville, IL
Most Recent Employment
Squeezed IL LLC - transporter
April 2021- Current role part-time
Camping World - Remote call center agent
October 2022 - September 2023
● Receives inbound calls for various Camping World locations for intaking customer complaints, Logging accurate records of conversations and appropriately routes customer calls to be forwarded or transferred to location.
● Creating tech support tickets in Sales Force for owners calling in for support on their RV units
● Creating callback support tickets for dealership callback requests
● Enrolling customers in Good Sam Elite Memberships Advanced Resources - (Oak Street Health)
November 2020 - February 2021 -(Remote Work from Home) Clinical Call Center Specialist
● Receives inbound calls from patients and clinical specialist from multiple clinic locations as well as making outbound calls on behalf of these callers
● Update patient information as needed and manage information in EMS
● Schedule appointments for patients with their provider
● Manage patient referrals by obtaining authorizations and faxing requested information to specialists ● Perform service recovery, address patient concerns, and de-escalate callers when needed ● Work closely with care team members to provide the highest level of customer service and act as an extension of the clinics
● Partner with colleagues to reach and maintain call center target metrics to ensure delivery of a positive patient experience
March 2020 - October 2020 - Unemployed due to COVID-19 SMS Assist - Commercial Dispatcher (hybrid-remote) June 2019 - March 2020
● Receives commercial business work orders
Qualifies details with store/retail location
Verifies Affiliate availability for service call
● Dispatches commercial business work orders
HVAC, plumbing, electric, security & fire alarms
Secures available technician for open work orders
Follows up on services performed with Affiliate
● End of shift
Adds remaining open work orders to be handed to overnight crew to transition document
● Various projects as assigned
LTD Commodities
October 2018 - December 2018 Seasonal Call Center Agent November 2015 – December 2015
• Inbound call center
• Verifying account information with callers
• Assisting customers inquiries on product availability
• Entering customers order
• Verifying all ship to info
• Upsell weekly promo items
Classic Landscape Ltd. Payroll Specialist/Admin Asst. July 2017 - August 2018
● Answering phones at Front Desk reception area
● Entering field employee work hours & entering new applicants
● Maintains all filing payables & receivables
● Assistant to senior accountant & comptroller
● Various projects as assigned
● Orders all office supplies
Cabinets & Granite Direct
April 2017 – July 2017 Receptionist
• Answering phones at Front Desk reception area
• Greeting visitors & giving showroom tours – answering basic product questions
• Quickbooks – estimates, invoicing, credit memos
• Quality Control – inspecting cabinet orders after built
• Customer Service – rectifying customer complaints and requests
• General cleaning of showroom & office area
Inside Sales & Call Center Experience
Dyson Technologies Call Center Agent February 2017 - July 2017
• Inbound call center
• assisting callers with troubleshooting issues for their machines
• placed orders for customer repairs or replacement parts
• assisting callers with new product assembly & maintenance
• placed orders for new product purchases
Air Water Energy Customer Care Team Member June 2015 – September 2015
• Answering client calls for HVAC, Electric and Plumbing service and repairs. • Scheduling service and maintenance work orders
• Dispatching technicians to the client appointments
• Process client payments online payment processor
• Enrolling new MVP clients
• Reviewing invoicing documents. File maintenance
SMART Professional’s Retail Roadshow Rep December 2013 – December 2014
• Prepares temporary road show displays for Costco floor
• Keeps inventory of product displays & back stock
• Submits inventory per corporate office request
• Provides corporate office txt pictures of display during the show
• Maintains product display and assists customers
• Closes down display for end of show
• Prepares display pallets for shipping
BMO Harris Bank
Call Center Representative(Temp Assignment)
November 2012 - February 2013
• Performs basic call routing for commercial banking clients requesting either account Information or web-site assistance
• Point of escalation for challenging customers
• Responsible for the correct filtering of incoming inquiries to ensure customer satisfaction Nicor National Inside Sales (JD Power Certified Call Center) February 2009 - October 2012
Performed day-to-day call center representative functions including:
• Received inbound calls for Nicor Advanced Energy team
• Taking payments
• Resolving billing issues
• Enrolling warranty coverage
Includes sales presentation and close
Includes verbal verification of terms & conditions
• Enrolling energy programs for new customers
Includes sales presentation and close
Includes verbal verification of terms & conditions
• Attempts to save customers that call in to cancel energy or warranty programs • Cross trained on the Warranty Team to help during heavy call volumes with scheduling customer warranty services. (HVAC repairs – home appliance repairs)
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