Call Center Associate

PAMELA (PAM) G. CLAYBORNE

***** ***** ****, **** **** Dallas, TX 75287

Tel. 903-***-**** Email: ******************@*****.*** PROFESSIONAL EXPERIENCE

SWBC, Dallas, TX

Call Center Associate II, September 2023-Apil 2024 Answer high volume inbound customer calls promptly and professionally. Provided accurate information regarding bank accounts, services, policies, and procedures. Assist customers with online banking navigation, debit card issues, transaction disputes, and balance inquiries. Identify customer needs and offer appropriate banking solutions or refer them to the correct department. Handle customer complaints or concerns with empathy and escalate complex issues when necessary. Documented customer interactions in the CRM system accurately and thoroughly. Met or exceed performance targets for call handling, quality, and customer satisfaction. Ensured compliance with all bank policies, security standards, and federal regulations. VarTec Telecom, Inc., (Contract), Dallas, TX

Call Center Specialist May 2017 - December 2022

Handle many inbound and outbound calls to customers and clients. Identify the needs of customers, resolve issues, and provide solutions. Upsell other products wherever possible. Ensure follow up with customers Maintain good customer service and relations. Maintain records of the conversations with the customer, analyze the data. Write, and submit timely reports regarding call center quality assurance procedures. Determines eligibility by comparing client information to requirements, establish policies by entering client information and maintain communication equipment by reporting problems and issues within a timely manner to insure customer satisfaction.

UC San Health, UCSD Medical Center, Lead Call Center Associate Student Services Health Clinic, August 1997 to April 2017 Answered high volume patient phone calls, schedule patient appointments for large Primary Care and Internal Medicine clinics, check in patients for emergent and non-emergent appointments, verify insurance coverage i.e. Medi-Cal, Medicare, HMO’s and PPO’s, processed patients discharge summaries, scheduling follow up appointments, collected and processed patient co-payments, follow up on patient referrals for specialized medical care, provided pre-registration for new patients. Assisted clinical staff with clerical duties such as preparing charts, answering phones, scheduling follow up appointments, processing referrals to specialty clinics, collect co-payments, verified insurance using EPIC and EMR SUMMARY OF SKILLS AND QUALIFICATIONS

Excellent customer service or call center experience

Proficiency with customer relationship management (CRM) software

Experience with phone systems and call management tools

Excellent verbal communication and listening skills

Strong problem-solving skills and attention to detail

Ability to work in a fast-paced, team-oriented environment

Microsoft Office i.e. Word, Excel and Outlook

Ability to navigate online banking platforms

Attention to detail and time management prioritization

Highly motivated team player

EDUCATIONAL BACKGROUND

Dallas College – Continuing Education Center, Dallas, TX Certificate of Completion, Office Management and Call Center Associate Program ROP Medical Office Assistant, San Diego, CA

Certificate of Completion, Medical Office Administrative Assistant Abraham Lincoln Senior High School, San Diego, CA

General Education – Graduate

REFERENCES AVAILABLE UPON REQUEST

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