Customer Service Call Center
Resume:
ArDelia Walker
Customer Service Certified
Troy, AL 36081
*********@*****.***
Professional Summary
Qualified Account Representative with 10 years in fast-paced customer service and call center environments. Personable and professional under pressure. Call Center
Representative versed in customer support in high call volume environments.
Superior computer skills and telephone etiquette. Collections excelling at customer satisfaction and retention. Pre- and post-sales support specialist.
Flexible and hardworking in deadline-driven environments. Driven to exceed sales goals and build long term relationships with customers. Delivers positive experiences through high-quality customer care.
Authorized to work in the US for any employer
Work Experience
Insurance Agent
Kemper Life-Dothan, AL
April 2025 to Present
• Built strong relationships with clients by delivering exceptional customer service and promptly addressing their inquiries or concerns
• Conducted thorough risk assessments for potential policyholders to accurately determine coverage requirements
• Educated clients on the features, benefits, and exclusions of different insurance policies to help them make informed decisions
• Prospected and generated leads through various channels such as referrals, networking events, and cold calling
ENT Office Assistant
Troy Regional Medical Center-Troy, AL
July 2024 to April 2025
• Greet the patient upon arrival
• Prepare new patient paperwork
• Clinic patient registration
• Check in /out, and scheduling patient appointment
• Creating and maintaining patient charts and files
• Answering telephone and directing calls appropriately
• Conducting and adhering to goals, policies, procedures, and standards
Orthopedic Office Assistant
Troy Regional Medical Center-Troy, AL
March 2022 to July 2024
· Greeting patients visiting the facility, answering any questions they may have and helping them fill out the required forms
· Answering phone calls, creating appointments, directing the calls and managing all queries · Informing the Doctor, Nurse, or other healthcare facilitators about impending appointments · Maintaining a filing system for all patient documents and reports submitted
· Answering emails and other electronic messages as required
· Creating invoices and bills, processing insurance forms and managing vendors and contractors · Managing inventory and placing orders as required
Front Desk Clerk
Country Inn and Suites-Troy, AL
December 2022 to March 2023
• Welcome guests in a friendly, prompt and professional manner.
• Register guests, issue room keys, provide information on hotel services and room location. • Answer phones in a prompt and courteous manner.
• Up-sell rooms where possible to maximize hotel revenue.
• Accurately process all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing cashier and other reports, preparing deposit, and counting/securing assigned bank.
• Issue, control and release guest safe-deposit boxes.
• Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
• Respond appropriately to guest complaints. Make appropriate service recovery gestures in order to ensure total guest satisfaction.
• May routinely book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel; process cancellations, revisions, and information updates on changes.
• Promote team work and quality service through daily communications and coordination with other departments.
• Perform other duties as assigned including guest room tours, concierge services, special guest requests, etc.
Center Manager
Sav A Life-Troy, AL
September 2017 to March 2022
· Assist with providing
· Pregnancy Resource Education and Support along with Counseling and Coaching · Prenatal Nutrition Education
· Prenatal Education and Support
· Newborn Care Classes and Support
· Parenting Information and Support
· Classes for Women with Infants and Toddlers and Support Laboratory Pregnancy Tests
· Abortion Facts and Information
· Material Assistance
· Agency Referrals
· Medical Referrals
Customer Service Representative/Call Center
ASK Telemarketing-Montgomery, AL
November 2020 to July 2021
· Work inbound calls on auto dialer.
· Work from home experience
· Managed customer accounts to retain customer on designated campaigns.
· Conduct customer service surveys about products on different skill levels.
· Resolve customer issues with charges, subscription terms and conditions.
· Respond to inquiries and issues.
NRFU Enumerator
United States Census Bureau-Dept of Commerce-Birmingham, AL
August 2020 to October 2020
· Help create a demographic profile of a country’s population and economy by visiting citizens and collecting data.
· Specific responsibilities of a Census Enumerator are visiting residents, completing survey sheets, obtaining pertinent data,
· interpreting interview questions and explaining survey forms to people.
Enumerator
United States Census Bureau Department of Commerce-Mobile, AL
August 2019 to October 2019
· Collect demographic, economic and housing data on behalf of the U.S. Census Bureau.
· They are responsible for canvassing neighborhoods, then documenting and reporting the information.
Route Carrier
Troy Messenger Publications-Troy, AL
September 2016 to August 2018
· Managed the newspaper route in an efficient manner
· acquiring and preparing newspapers for delivery, delivering papers in a timely manner. · Duties such as loading newspapers onto vehicle,
· reviewing lists of dealers, serving individual subscribers,
· maintaining delivery records, gathering unsold items, collecting payment, and replenishing street sales racks
·
Internet Sales Professional
Cars-Troy, AL
June 2016 to February 2017
· Kept the website updated with the dealership’s existing inventory and current prices. · Manages customer leads, responding to all inquiries in a quick and timely manner. · Answers customer questions on product inventory,
· helping people find the best car for their needs and explaining the benefits of the vehicles.
· making appointments for interested customers, and continuously following up throughout the buying process
Account Representative
CGI of Troy-Troy, AL
August 2010 to May 2016
Collections for Dell Personal and Business Accounts
· Inbound and Outbound calls on Auto dialer
· Skip trace Accounts to locate lost accounts
· Negotiate with consumers to engage in problem- solving and obtain proper solutions.
· Utilize established call model to secure a definite commitment to pay the overdue claim and/or balance in the most expedient manner.
· Identify the extent of the consumer concern and determine the best course of action for resolution. Gather full and complete information required.
· Secure information to make adjustments, trace payments or change entity data as necessary.
· Telephone contact may be done from a dialer setting or from the account representative's established route based on assignment from the supervisor/manager.
· Maintain productivity requirements.
· Respond to consumer requests for information.
· Protect all client consumer information used during collection efforts in accordance with company confidentiality policies and comply with Corporate
Information Security Policies and Procedures.
Account Representative
NCO Financial Group-Montgomery, AL
June 2007 to March 2009
Collections for AT&T residential
· Present accurate and complete information clearly and concisely to consumers. · Document accounts quickly and accurately.
· Build rapport over the telephone.
· Make accurate account adjustments as appropriate.
· Negotiate with consumers to engage in problem- solving and obtain proper solutions.
· Utilize established call model to secure a definite commitment to pay the overdue claim and/or balance in the most expedient manner.
· Protect all client consumer information used during collection efforts in accordance with company confidentiality policies and comply with Corporate
Information Security Policies and Procedures.
Education
some college in Business Administration
Faulkner University-Montgomery, AL
August 2004 to December 2008
High school diploma
Bullock Co High School-Union Springs, AL
August 1995 to May 1998
Skills
• Customer service
• Hospitality
• HIPAA
• Telemarketing
• Cash register
• Office experience • Account management • Cold calling
• Hotel experience • Front desk
• Call center
• Cash handling
• Negotiation
• Analysis skills
• Inside sales
• Debits & credits
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