Call Center Customer Service
Resume:
Dawn Bailey
Patient Service Representive (PSR)
Fulton, IL 61252
**************@*****.***
Professional Summary
Schedule patients for sessions with a counselor, maintain confidentally along HIPPA guidelines. Process patient files and file paperwork with the courts and process UA results Authorized to work in the US for any employer
Work Experience
Retention Specialist / Customer Service
Focus Services Inc-Clinton, IA
2018 to Present
Responsibilities:
• Attempt to keep customers, by offering loyalty discounts
• Offer solutions to customers problems
• Sell new products
• Use Discovery questions to determine customer needs
• Attempt to de-escalate irate callers before handing over to supervisor
• Maintain desired efficiency scores and AHT (Average Handle Time) Temporary Fill-in Worker
Temp Associates-Clinton, IA
2017 to 2018
• New Directions as Reception/Scheduler
• Skyline Center - Receptionist
• PFC - Call Center Agent
• Iowa Mutual Insurance - Front Desk/Receptionist
Quickly learn new positions for each position, as well as programs required to perform those jobs. Weekend Assistant Supervisor / Trainer / Call Center Lead / Booster Committee Volunteer
COLONY BRANDS, INC-Clinton, IA
1994 to 2016
Responsibilities:
• Oversee the call center with responsibilities up to 150 individuals depending on the time of year.
• Interview potential applicants utilizing the Ultipro system to determine eligibility for hire.
• Train new and rehires in both order taking and customer service skills to become proficient in both fields.
• Update the monitoring manual on a consistent basis for representatives that monitor other employees.
• Open and close the call center and assure all alarms are properly set and building is locked.
• Liaise with leadership in Monroe, Wisconsin to keep abreast of changing goals and needs and communicate issues and progress.
• Administer company policy with reps; mentor and encourage ways to meet quotas and work as a team.
• Investigate complaints and provide solutions. Negotiate to find a compromise between employees and supervision to enhance chances for growth and change.
• Create an exciting environment where employees feel empowered and part of company goals and missions.
• Read and process data from multiple reports for evaluations and critique rep scores for mentoring, salary verification and description data for efficiencies.
• Oversee employee scores to assure productiveness is achieved. Utilize the business manager to assess status is and how long employees have been on that status. Contributions:
• Asked to rewrite the monitoring training manual on two separate occasions that serves as a concise training tool for all locations.
• Maintain 85% or above for adherence by providing positive and effective influence with employees and great attention to detail.
• Served as Lead in charge of Special Project that handled "Just Nikki" project for 15 year old girls to learn politeness and professionalism in their business dealings.
• Designed the Speedpay form that was utilized for taking check payments for the phone.
• Designed an outline for training tasks that combined all rehire trainees into the same class. BOOSTER COMMITTEE
Second in command and Secretary
Plan and execute morale boosting events on a monthly and annual basis Held annual skating party for employee's children
Assisted area agencies such as Humane Society and Discovery Center Education
Bachelor of Arts in Human Resource Management in Human Resource Management
ASHFORD UNIVERSITY - San Diego, CA
September 2016 to October 2017
Associate of Arts in Pre Law in Pre Law
CLINTON COMMUNITY COLLEGE - Clinton, IA
August 2002 to May 2005
MUSKOGEE HIGH SCHOOL - Muskogee, OK
Skills
• Human Resources (6 years)
• Data Entry (10+ years)
• Human Resources Management
• Interviewing (5 years)
• English
• Employee Orientation
• UltiPro
• Microsoft Word (10+ years)
• Organizational skills
• Customer Service (10+ years)
• Microsoft Excel (10+ years)
• Microsoft Office (10+ years)
• Performance Management (10+ years)
• Phone etiquette
• Supervisor (10+ years)
• Communication skills
Certifications and Licenses
Driver's License
Contact this candidate