Call Center Representative
Resume:
Terrence Robins
*******.********@*****.***
Summary
Customer-focused and results-driven Call Center Representative with over 15 of experience in handling high-volume inbound and outbound calls. Adept at resolving customer issues, providing excellent service, and maintaining high levels of customer satisfaction. Skilled in CRM systems, conflict resolution, and team collaboration.
Skills
Inbound & Outbound Call Handling
Customer Service & Support
CRM Software (e.g., Salesforce, Zendesk)
Conflict Resolution
Time Management
Verbal & Written Communication
Data Entry & Call Documentation
Multitasking & Problem Solving
Professional Experience
Elite Operations
Operations Specialist:
January 2023 – February 2025
Provides correct information or directs the call to the appropriate team member or department.
Obtain and evaluate all relevant data to handle complaints or inquiries.
Provides timely response to customers inquiries by phone,text, and/or email.
Document all call information in detail.
Make outbound calls and follow ups when necessary.
Genpact LLC
Content Review Analyst:
March 2018 - December 2022
Assist our community and help resolve inquiries empathetically, accurately and on time.
Become and remain knowledgeable about client’s products and community standards.
Make well balanced decisions and personally driven to be an effective advocate for our community.
Strong interpersonal skills, verbal and written communication skills and most importantly empathy
Display a strong bias to doing what’s right for our community in supporting the client’s mission.
Investigate and resolve issues that are reported on clients site such as requests for account support and reports of potentially abusive content.
Respond to user inquiries with high quality, speed, empathy and accuracy.
Use market specific knowledge, signals and insights to spot and scope scalable solutions to improve the support of our community of users.
Gather, analyze and utilize relevant data to develop ways to improve the overall user experience on the site.
Enforce Client’s Terms of Use by carefully monitoring reports of abuse on the site.
Review the reported content within agreed turnaround times and standards of quality.
Identify inefficiencies
AllianceRx Walgreens Prime
Processor:
June 2017 - March 2018
Records and processes orders and/or inquiries received by fax, mail, telephone, and/or through patient
direct contact.
Provides timely response to patients’ inquiries by telephone and/or email in an in or outbound service center, consistent with service and quality standards.
Provides pricing, availability, and schedules information within established guidelines.
Receives inbound and outbound calls to patients or MD Offices regarding orders for medications, pharmacy services and all other inquiries.
Coordinates patient care by scheduling orders, communicating information to the patient regarding shipments, assessing supply needs, verifying patient information, notifying the pharmacist of issues or changes in the patient’s condition.
Provides correct information or directs the call to the appropriate team member or department.
Mercer
Healthcare Consultant
June 2015 -April 2017
Locate member records in the system and create service tickets.
Obtain and evaluate all relevant data to handle complaints or inquiries.
Resolve problems and fulfill requests by researching and exploring answers or alternative Solutions.
Assist to reset passwords for the pension projection website.
Process requests and applicable forms.
Escalate unresolved problems or route calls to appropriate contact.
Maintain databases and close service tickets upon completion.
Document all call information in detail.
Make outbound and follow up calls where necessary.
Report system malfunctions and process deficiencies.
Perform clerical work and update call handling procedures, as required.
Education:
High School Diploma
North Dallas High -Graduation Year:1988
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