Customer Service Specialist with Strong Organization Skills

KAREN HAWKINS

Philadelphia, PA *****

215-***-**** - ********@*****.***

PROFESSIONAL SUMMARY

Dedicated Industry professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Job Title position. Ready to help team achieve company goals. SKILLS

Customer Care

Customer Inquiries

Survey Question Interpretation

Unbiased Interviewing

Telephone Interviews

Customer Satisfaction

Customer Interaction

Quality Assurance

Outbound Calls

Customer Loyalty

Tact and Diplomacy

Data Quality Assessment

Professional Phone Skills

Microsoft Excel

Microsoft Project

Subject Interviewing

Data Collection

Call Volume Analysis

Team Leadership

Loyalty Programs

Microsoft Access

Microsoft Word

Outbound Telephone Marketing

Employee Performance

WORK HISTORY

07/2021 to Current Customer Service Representative Axion Contact Center – Blue Bell, PA

Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Answered customer telephone calls promptly to avoid on-hold wait times. Answered constant flow of customer calls with minimal wait times. Offered advice and assistance to customers, paying attention to special needs or wants.

Sent out medical home test kits at the customer's request 11/2020 to 07/2021 Customer Service Representative Insight Global

Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Answered customer telephone calls promptly to avoid on-hold wait times. Answered constant flow of customer calls with minimal wait times. Offered advice and assistance to customers, paying attention to special needs or wants.

01/2018 to 11/2020 Optum Appointment Specialist

Insight Global – Blue Bell, PA

Answered phone calls and answered questions from potential customers. Acted as first point of contact and set appointments for prospective clients. Handled complaints and questions, and re-directed calls to other team members. Assisted office team by making phone calls, copies and appointments. 09/2015 to 12/2017 Tier 1 Technical Support Specialist Sykes Enterprises, Incorporated

Assisted customers in identifying issues and explained solutions to restore service and functionality.

Explained technical information in clear terms to non-technical individuals to promote better understanding.

Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.

Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.

12/2010 to 09/2015 Customer Service Representative M.Davis & Company – Philadelphia, PA

Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Answered customer telephone calls promptly to avoid on-hold wait times. Answered constant flow of customer calls with minimal wait times. Offered advice and assistance to customers, paying attention to special needs or wants.

Made outbound calls to remind medical insurers to send in their annual renewal applications

03/2002 to 12/2010 Customer Service Associate

Pacifico Airport Valet Service – Philadelphia, PA

Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Informed customers where to stand after departing aircraft at the airport to receive their cars.

Developed and actualized customer service initiatives to decrease wait times for pick up

04/1990 to 03/2002 Enrollment Specialist

Corporate Call Center – Blue Bell, PA

Communicated effectively via telephone, email and in person with prospective customers.

Understood and thoroughly explained services provided to customers and potential customers.

Updated, entered and reviewed customer data.

Reviewed statistic enrollment data and prepared reports. Read all disclaimers and provided Medicare recipients the best Medicare Advantage plan sufficient to their needs.

02/2022 to Current Telephone Interviewer

Maximum Research – Cherry Hill, NJ

Gathered data and insights from participants during telephone interviews. Followed call center protocols when notifying participants of call purpose and use of information.

Documented records of call information.

Administered phone interviews to 40-75 participants per shift. 06/1985 to 04/1990 Telephone Sales Representative

Walnut Street Theatre – Philadelphia, PA

Cultivated inbound sales inquiries to successfully convert leads to sales in the purchasing of tickets for events happening at the venue. Answered questions during initial contact and follow-up calls with sales prospects. Overcame initial customers' call objections with strong scripts and used persuasive techniques to redirect skeptical callers toward purchases. Maintained strong call control to keep customers focused on sales offerings. 02/1980 to 06/1985 Telephone Sales Agent

Marcom Technologies – Ardmore, PA

Escalated dissatisfied customers to management to maintain focus on achieving sales targets.

Met quotas for cold, active and inactive calls, with over Number calls completed on average days.

Achieved one-call sales with 50% of contacts.

Asked probing and pertinent questions to understand customers' needs and match individuals to product offerings.

EDUCATION

09/1972 High School Diploma

Cedar Grove Academy - Philadelphia, PA

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