Customer Service Call Center
Resume:
Rochelle Peyton
Florissant, MO *****
****************@*****.***
Currently seeking management level position in the call center field. Over 33 years of experience in customer service industry, and over 20 years in the call center management. Able to adapt to any task given.
Work Experience
Debt Collector
Client Services Inc.-Saint Charles, MO
January 2024 to Present
Collection experience contacting customers in reference to past due accounts. I was able to bonus after being here for less than three months.
TEAM LEADER (Supervisor)
Concentrix-Hazelwood, MO
February 2008 to November 2023
WAH
Able to monitor program service level AHT, and adherence to meet client goals Helped launch the Express Scripts, FIS, Blue Cross Blue Shield programs currently on the Starbucks program
Worked directly with the client on a daily basis to ensure offline teams goal were met Closely worked with the recruiting department doing second interviews to ensure the right talent was being hired for the business
Worked with the training department helping ensure current information was being provided to trainers, as well as assisting trainees in taking calls for their first day of transitioning into production Acted as a SME (subject-matter-expert) and front-line contact to newly hired team leaders Helped develop direct reports as peers leading career discussions and training in 1:1 coaching session for more responsibility
Lead the escalation team ensuring all escalations completed and turned into the client by the deadline Point of contact for Operations Manager whenever they were Out of Office Lead the initiative for developing special programs within Express Scripts and Blue Cross Blue Shield line of business ensured the business was successful to the end date Lead the transition classes that moved into production ensuring that we had two coaches to assist with the new hire classes
Conduct Team meetings to ensure expedient communication of relevant information and as an open forum for input
Accomplished and exceeded meeting monthly goals and attrition Hosted weekly calibration calls with the client.
Education
High school diploma
Hazelwood East High School
1987
Mehlville High School
1984
University City High School
Skills
• Team Leader Fully trained in Microsoft Word, Power point, and Excel, Strong at mentoring, coaching and developing direct reports. Able to make quick smart decisions that are best for the business and follow through with Excellent communications skills, Lead both client and company conference calls, hosted calibration sessions with the client to ensure that Quality was at goal monthly
• Supervising experience
• Leadership
• Analysis skills
• Mentoring
• Typing
• Customer service
• Interviewing
• Microsoft Office
• Organizational skills
• Data entry
• Patient service
• Patient care
• Communication skills
• Office management
• Computer skills
• Microsoft Excel
• Microsoft Word
• Time management
• Phone etiquette
• Cash handling
• Team management
• Conflict management
• Training & development
• Negotiation
• Accounts receivable
Certifications and Licenses
Driver's License
Assessments
Sales skills — Proficient
December 2023
Influencing and negotiating with customers
Full results: Proficient
Customer service — Proficient
October 2023
Identifying and resolving common customer issues
Full results: Proficient
Customer focus & orientation — Proficient
October 2023
Responding to customer situations with sensitivity Full results: Proficient
Food service: Customer situations — Proficient
July 2024
Identifying and addressing customer needs in a food service setting Full results: Proficient
Bookkeeping — Proficient
October 2023
Calculating and determining the accuracy of financial data Full results: Proficient
Supervisory skills: Motivating & assessing employees — Proficient May 2024
Motivating others to achieve objectives and identifying improvements or corrective actions Full results: Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
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