Seasoned Call Center Customer Service Professional
Resume:
Julie Bates
Des Moines, IA *****
*******************@***********.***
Professional Summary
• Great Call Service Rep scores (Calabrio System 98-99%, ACW 42 seconds)
• Proficient in Microsoft Excel, Word, and Outlook
• Superior computer skills and telephone etiquette
• Providing caring personalized customer service
• Strong verbal and written communication skills
• Extremely organized self-starter
• Responsible and goal-oriented, dependable with a great work ethic
• Work well unsupervised or supervised, grasp new concepts quickly Work Experience
Document Services Specialist
Broadridge (Contract)-Des Moines, IA
June 2024 to Present
• Managed a high volume of inbound return mail while maintaining a positive attitude and delivering exceptional service.
• Documented all information with accurately in the CRM system for future reference and analysis purposes.
• Participated in regular training sessions to stay updated on new products, features, policies, or procedures changes
• Collaborated with team members to share best practices for improving overall company satisfaction. Customer Assistant Specialist
Iowa Workforce Development (Contract)-Des Moines, IA August 2023 to April 2024
• Provided exceptional customer service by promptly responding to inquiries and resolving issues.
• Managed a high volume of incoming and outgoing calls.
• Demonstrated strong knowledge to effectively address applicants questions and provide accurate information on unemployment requirements.
• Assisted applicants with application placement, tracking applications, and handling inquiries of phone appointments with applicant and employment managers for reviews and decisions with a focus on efficiency and accuracy.
Judge Group
Principal Financial Group-Des Moines, IA
May 2022 to June 2023
Client Service Data Entry Specialist (Contract)
• Utilize Outlook, Express, RIS systems, BlueZone, Microsoft Edge, and Salesforce applications to work with contracts and manage cases.
• Delivery of exceptional client service to internal and external client requirements.
• Ensure contributions and loans are received according to Department of Labor guidelines.
• Communicate with clients through emails and letters.
• Send out appropriate correspondence and respond accordingly.
• Enter data into company systems, including MS Office spreadsheets and databases.
• Maintain client confidentiality and follow company security and data integrity policies to ensure all records are accurate and complete.
Client Service Specialist
Athene Annuities-West Des Moines, IA
October 2021 to January 2022
Call Center Representative customer service support with ahigh call volume environment. Handling inbound calls about customer annuity accounts. Loss of position due to covid. Client Service Specialist
Iowa Total Care-Des Moines, IA
July 2021 to September 2021
• Call center environment.
• Work from home positions.
• Opening mail, determining if call is needed for new mail address to be obtained thru phone call, or if dead mail. Resubmitting for remailing.
• Loss of position due to covid.
Insight Global temp positions
Des Moines, IA
March 2021 to April 2021
• Call center environment.
• Work from home positions.
• Current positions have ended with temp Call Center Representative customer service support in a high call volume
• agencies.
Medicare Support Agent
Signature Consultants/Mercer-West Des Moines, IA
March 2020 to January 2021
Assisting retirees with decision making for Medicare enrollment.
• Coordinated open enrollment activities, providing retirees with comprehensive information on available options and assisting them in making informed decisions
• Maintained confidential records related to benefits enrollment
• Provided support during annual benefit plan renewals by reviewing proposals from insurance carriers for competitiveness and cost-effectiveness
• Provided appointment times and date for meeting with licensed agent to complete enrollment. Customer Support Specialist
ADP INC-West Des Moines, IA
February 2009 to March 2020
• Administered employee benefits programs, including health insurance, retirement plans, and leave policies
• Managed open enrollment process for employees, ensuring accurate and timely completion of all required documentation
• Responded to employee inquiries regarding benefits eligibility, coverage details, etc., providing prompt and accurate information
• Collaborated cross-functionally with payroll department to ensure accurate processing of benefit deductions/contributions from employee paychecks
• Provided guidance and support to employees during life events such as marriage, birth/adoption, divorce, or death to ensure appropriate benefits coverage
• Collaborated with HRIS team to maintain accurate employee data in HR systems related to benefits enrollment/changes/terminations
• Provided guidance on COBRA (Consolidated Omnibus Budget Reconciliation Act) requirements/ processes when employees experience qualifying events that result in loss of coverage
• Developed and delivered training sessions on employee benefits programs to educate employees on available options and maximize utilization
Temp thru Agency
West Des Moines, IA
August 2008 to February 2009
• Call Center Representative in high call volume environment. Superior rating scores on NICE systems and ACW ratings.
• Enroll benefits for employees of clients we serviced (annual enrollment, life events)
• Corrected payroll errors, changed the status of employment, entered information for deductions, and issued replacement checks.
• Email replies and callbacks, temp training and assistance, client visit assistance.
• Assist with COBRA, Long Term and Short Term Disability claims.
• Train team members on new products the company would acquire. Call Center Representative
EDS-Des Moines, IA
December 2007 to February 2008
versed in customer support in high call volume environments.
• Data entry, telephone customer service.
• Email replies and callbacks.
Store Director
HOLLYWOOD VIDEO-Des Moines, IA
May 1999 to December 2007
• Open and close store, complete monthly inventory, control loss prevention, complete and provide labor reports,
• Hire, train, and develop employees,
• Displays, filing, banking, scheduling, and handling of shipping/receiving.
• Company closed.
Education
Diploma
Twentynine Palms High School-Twentynine Palms, CA
April 1977 to June 1978
Skills
• Technical Proficiency
• Customer service
• Computer literacy
• Windows
• Typing
• Grammar Experience
• Computer operation
• Microsoft Word
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