Customer Service Call Center

Patrice Russell

440-***-**** *******.*************@*****.*** Bedford Hts, Ohio

Professional Summary

Results-driven Customer Service Leader with 6+ years of experience in managing high-performing remote teams, improving service quality, and driving customer satisfaction. Proven success in call center operations, training development, and CRM systems (Salesforce, Zendesk). Recognized for leadership, problem resolution, and exceeding performance metrics in dynamic, fast-paced environments.

Professional Experience

CVS Health – Customer Service Supervisor (Remote)

Oct 2015 – Dec 2024

- Led a remote team of customer service agents, improving customer satisfaction scores by 30%.

- Organized bi-weekly team meetings and 1:1 sessions, improving adherence to company protocols.

- Conducted 40–50 monthly quality reviews and provided feedback on service delivery.

- Implemented a new training program, reducing complaints by 30%.

- Trained team members on CRM tools and Medicare procedures, enhancing resolution rates.

- Recognized by senior management for exceptional leadership and service improvements.

CVS Health – Senior Customer Service Representative

May 2014 – Oct 2015

- Handled escalated Office of the President cases with 88% resolution rate.

- Supported new hire training and mentored junior CSRs.

- Introduced streamlined procedures to reduce resolution time by 25%.

- Collaborated with recruitment and onboarding efforts to build a skilled service team.

CVS Health – Customer Service Representative

Nov 2012 – May 2014

- Managed over 200 inbound calls daily, delivering prompt and accurate Medicare Part D assistance.

- Helped standardize team responses through SOP documentation.

- Resolved customer inquiries efficiently, contributing to higher CSAT scores.

Key Skills

Customer Engagement • Conflict Resolution • Call Center Operations • CRM (Salesforce, Zendesk)

Team Leadership • Performance Tracking • Quality Assurance • SLA Management

Training & Mentoring • Complaint Handling • Remote Team Management • Microsoft Office

Education

Bachelor of Arts, Clark Atlanta University

1997

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