Customer Service Representative
Resume:
Christina Keller
Customer Support Associate
Sacramento, CA 95824
******************@*****.***
Professional Summary
Resourceful customer service representative with 7 years of experience in diverse environments, including healthcare and retail. Proven ability to manage high call volumes, resolve customer inquiries, and enhance overall customer satisfaction. Skilled in utilizing CRM software and maintaining quality standards while fostering strong client relationships. Demonstrated leadership in training and mentoring team members, consistently exceeding performance metrics and driving process improvements. Authorized to work in the US for any employer
Work Experience
Customer Service Representative
TTEC-Sacramento, CA
2023 to Present
Assists with incoming and outbound calls regarding Covered California, medical medicaid and Medicare coverages . Mannatech multiple systems such as crm jabber finesse calheers. Providing proper information navigation and personal assistance with eligibility updating applications processing applications assist with apt discrepancies. Handling personal data and enforcement of hippa law. Customer Service Representative
Aetna, a CVS Health Company-Sacramento, CA
April 2024 to March 2025
Provided exceptional customer service and support to clients via phone, email, and chat Resolved customer inquiries and complaints in a timely and professional manner Assisted customers with product selection, order placement, and tracking shipments Managed a high volume of incoming calls while maintaining quality standards for customer interactions Utilized CRM software to accurately document customer interactions and update account information Collaborated with cross-functional teams to resolve complex issues and ensure prompt resolution for customers
Identified opportunities for process improvement to enhance the overall customer experience Provided product knowledge expertise to assist customers in making informed purchasing decisions Handled escalated customer concerns with empathy, professionalism, and a focus on finding solutions Met or exceeded individual performance metrics including call handle time, first-call resolution rate, and customer satisfaction scores
Developed strong rapport with customers by actively listening to their needs and providing personalized assistance
Maintained up-to-date knowledge of products, promotions, policies, and industry trends Adhered to established scripts/guidelines while also adapting communication style based on individual customer needs
Effectively managed difficult or irate customers by remaining calm under pressure Demonstrated excellent time management skills by efficiently handling multiple tasks simultaneously Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
Managed a high volume of incoming calls and emails, consistently meeting or exceeding performance metrics for response time and resolution
Demonstrated strong product knowledge to effectively answer customer questions and provide accurate information
Built rapport with customers through active listening, empathy, and personalized interactions Resolved complex customer complaints by investigating the root cause of the issue and implementing appropriate solutions
Assisted customers in navigating company website, troubleshooting technical issues, and placing orders online
Collaborated with cross-functional teams to escalate unresolved issues and ensure timely resolution for customers
Maintained detailed records of all customer interactions in CRM system for future reference and analysis McDonalds Crew Member
McDonald's-Sacramento, CA
April 2023 to September 2024
Greeting customers with a smile and providing friendly service. Accurately taking orders and answering customer inquiries. Ensuring prompt and accurate delivery of orders. Maintaining a positive and engaging attitude. Preparing food items according to recipes and standards. Operating food preparation equipment, such as grills, fryers, and other kitchen appliances. Ensuring food quality and quantity. Preparing and serving food and drinks in a timely manner. Maintaining cleanliness in the dining area, kitchen, and restrooms. Ensuring all surfaces are clean and sanitary. Following health and safety regulations. Maintaining a clean and well-stocked work area. Supporting other crew members to meet shift goals. Working in a fast-paced environment and handling multiple tasks. Following instructions and adhering to company policies.
Customer Service Representative
24-7 Intouch-Las Vegas, NV
October 2021 to September 2022
Sephora Customer Service Representative
Job details include processing orders taking large amounts of calls order tracking CSRS duties troubleshooting accounts billing shipping I am a beauty advisor third-party representative for us for the 24-7 in touch
Warehouse Worker
CornerStone Staffing-Sacramento, CA
April 2022 to July 2022
Made sure that the work performed is of the highest quality operate powered industrial trucks to load/ unload trucks, put away product and pick product operate powered industrial trucks in a safe manner so as not to damage trailers, building and racking work collaboratively with Plant Management to improve work processes work collaboratively with QC/R&D technicians to respond to product quality issues work with maintenance to troubleshoot equipment performance issues . operate powered stretch wrap machines in a safe manner ensure pallets are stacked with products in a manner that will ensure safe travel to the destination utilize bar code scanners in an accurate manner 7 eleven cashier
7-Eleven-Las Vegas, NV
August 2021 to February 2022
cash handling food preparation janitorial maintenance stocking loading and unloading closing opening store.
Amazon Warehouse Associate
Amazon Warehouse-Las Vegas, NV
April 2021 to October 2021
Receive and sort inventory. Get customer orders ready for delivery. Use technology like scanners, computers, and handheld printer.
FedEx Package Handler
FedEx-Sacramento, CA
January 2019 to March 2020
• Efficiently packed and shipped XX number of orders daily, ensuring accurate and timely delivery
• Collaborated with team members to organize inventory and maintain stock levels, reducing backorders by XX%
• Implemented quality control measures to inspect outgoing shipments for accuracy and completeness
• Utilized shipping software to generate labels, track packages, and update shipment status in real-time
• Operated packaging machinery such as tape dispensers, shrink wrap machines, and pallet jacks safely and effectively
• Maintained a clean and organized work area to optimize productivity and ensure workplace safety
• Assisted in the resolution of customer inquiries regarding order status or shipping issues
• Coordinated with carriers to schedule pickups or resolve any delivery discrepancies or delays
• Ensured compliance with company policies regarding packaging standards, labeling requirements, and shipping regulations
• Collaborated with warehouse team to prioritize packing tasks based on urgency and customer deadlines
• Maintained accurate records of packed orders including tracking numbers, contents lists, weights, dimensions etc
IHSS Provider
In Home Support Services (IHSS)-Sacramento, CA
April 2017 to March 2020
• Assist clients in their daily personal tasks, such as bathing or dressing.
• Perform housekeeping tasks, such as laundry, washing dishes, and vacuuming.
• Help to organize a client's schedule and plan appointments.
• Arrange transportation to doctors' offices or other outings. Education
Medical Assisting (Medical)
UEI College-Sacramento, CA
March 2025 to Present
High school diploma
American Legion High (Continuation)-Sacramento, CA April 2010 to June 2013
Skills
• Restaurant experience
• Packaging
• English
• Data Entry
• Communication Skills
• Childcare
• Retail Sales
• Cleaning
• Call center
• Home health
• Cash handling
• Baking
• Typing
• Caregiving
• Supervising experience
• Cash register
• Front desk
• Data analysis skills
• Cash Handling
• Restaurant Experience
• Warehouse Experience
• Food Preparation
• Food Safety
• HIPAA
• VPN
• Customer Service
• Food handling
• Google Docs
• Microsoft Word
• Software troubleshooting
• Front Desk
• Filing
• Stocking
• Management
• Serving
• Data collection
• Cashiering
• Merchandising
• Leadership
• Customer service
• Windows
• Organizational Skills
• Load & unload
• Analysis skills
• Customer support
• Maintenance
• Microsoft Access
• Sales
• Microsoft Office
• Retail sales
• CRM software
• Operating systems
• Microsoft Excel
Certifications and Licenses
Certified Home Health Aide
CPR Certification
Additional Information
Experience in ordering, numbering, scheduling, systematizing, preserving, maintaining, measuring, specifying details, and archiving.
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