Customer Service Call Center
Resume:
Detrice Hill *** Henrico Blvd Apt *.
Richmond, VA 23222
Personal Email:
*************@*****.***
Work Experience
Customer Service Representative
Richmond City Hall-Dept Of Public Utilities - Richmond, VA
January 2023 to April 2025
● Managed high volume calls, investigated and resolved inquiries and high bill complaints ●
De-escalated upset customers, as well as educated customers about payment options ● Reported
gas and water emergencies and outages to dispatch
● Provided data for customers requesting new services or disconnections
Customer Service Rep-Work-from-Home
Administrative Assistant
22nd Century Technologies - Richmond, VA
February 2022 to May 2022
● Responding to billing inquiries and handle customer's high bill complaints
● Worked collaboratively with other team members, and call center staff to ensure that timely, smooth quality service
is provided.
● Go over website features with customers, Business FAQ’s,Reinstatements and business names Directed
high-volume calls to appropriate dept, advise customer on third party verification purposes
CSR/Scheduler
Randstad USA Agency - Richmond, VA
September 2020 to January 2022
● Provided exceptional customer service to all members and providers.
● Received calls daily from members who wanted to renew or apply for the State of
VA Medicaid.
● Explained Benefits and Eligibility with members.
● Educated members on various health plans HMO, PPO, and medicaid
● Scheduled members for transportation to appointments
Customer Service Representative
TMobile Corporate Call Center - Richmond, VA
October 2017 to June 2020
● Receive high volume calls daily, consistently delivering First Call Resolution by giving detailed, personalized
service to ensure customer retention and satisfaction
● Answer customers quickly and efficiently. Educate customers on products and services when relevant. ●
Received an average 90% customer satisfaction.
● Met and exceeded call center metrics: customer satisfaction, delinquent dollars collected, and first call
resolution goals during my tenure respectfully.
Education
GED
Adult Career Development Center - Leigh, NE
September 1994 to April 1995
Skills
● Customer Support/Call Center/HIPAA Certified (10+ years)/Outlook/Customer Service/Excel/Word/
Time Management/Senior Care/Epic
● Software/Teams/VPN/
● Remote Access Software
● Attention to detail (10+ years)
● Effective communication skills
● Epic software
● Data Entry
● Excel Proficiency
● Medical Terminology
● Microsoft Outlook (10+ years)
● Stream scheduling
● Critical thinking
● Problem Solving
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