Customer Service Call Center

OBJECTIVE

Solutions-focused Call Center Agent with 10 years’ experience navigating customer concerns within a busy call center. Seeking an opportunity for further career advancement in a challenging position that fully utilizes my skillset.

EXPERIENCE

2023 to present

Optum Serve

VA Community Care Scheduling

>Coordinated with hundreds of medical providers throughout the country to ensure veterans that need medical treatment receive that treatment in as timely and easily manner possible. Operating the MedNet system to ensure management of thousands of veterans scheduling accuracy across the country. Checking accuracy and integrity of system information and locate missing details

2019 to 2023

Results CX

Customer Experience Associate

>Answered calls for our clients Hulu and Disney Plus. Resolved billing issues, troubleshooting all streaming devices, answered all customer questions. Documenting all actions per company specifications and escalated as needed to provide outstanding customer service on each and every call.

2015 to 2019

Sykes Enterprises

Customer Service Representative

>Answered calls and providing outstanding customer service for our client - AT&T. Assistant customers with billing and performance issues. Resolved issues and ensured customer understood that they are a valued customer. Offered the value added additional services to all eligible customers (Direct TV). Documented all details and actions per company specifications and standards.

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EDUCATION

1991 - 1995

University of Massachusetts – Lowell – Lowell, A

BSN

REFERENCES

References are available upon request.

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