Call Center Customer Service
Resume:
Ifni Salley **** S. Marshfield Ave.
Chicago, Illinois 60620
****.******@*****.***
Experience
Illinois Action For Children, Chicago
IL- Call Center
June 2022- June 2025
• Provided information to parents, DFSS and CPS staff regarding Chicago Early Learning application and enrollment process over the phone and/or at walk-in desk in accordance with IAFC and City of Chicago policies and procedures. This includes connecting parents and staff to the universal application website and Chicago Early Learning Family Resource Centers, appropriate CPS and DFSS offices, providing tuition information, etc. Ensured that problem cases are resolved in a timely, accurate and professional manner.
• Helped parents who are interested in applying for Chicago Early Learning programs through the online Chicago Early Learning Application. This included answering questions regarding application navigation, completing, and submitting online applications for parents, updating and changing information for parents who have completed the application, providing referral assistance, and escalating application issues to DFSS and/or CPS as necessary.
• Provided enhanced referral service to parents based on parents’ needs/ requested and contractual obligations.
• Troubleshoot more difficult calls from parents and Chicago Early Learning sites regarding special needs referrals, child development issues, etc. Ensure problem cases were resolved in a timely, accurate and professional manner.
• Provided feedback to Supervisor's on CEL application, verification, and enrollment process, including issues faced by parents completing these steps, noticeable trends, and customer feedback.
• Input data and maintain zip code database, DTP database, School Mint database, Smartsheet and Salesforce database.
• Referred potentially eligible parents to appropriate IAFC programs for information on IDHS program; educated parents on other IAFC programs.
• Reconciled and prepared reports for internal/DFSS/CPS use and written consumer education materials.
• Execute our workplace core capabilities of accountability, customer focus, continuous quality improvement (CQI), communication, competent people and clear priorities.
• Other Functions: The Organization may assign other functions to the job at its discretion.
SKILLS
Microsoft Office Suite, CMS
System, Customer Service,
Call Center, Administrative
and Management experience.
AWARDS
Consistently exceeded team
goals each month resulting in
becoming a team lead.
LANGUAGES
Proficient in English
Center Of Economic Development Association, Chicago IL – Call Center
October 2021 – June 2022
• Received and made a high volume of calls from or to customers.
• Striving to achieve first call resolution and maintain the quality of service provided by the call center.
• Used listening skills to understand the needs and complaints of the customer before offering them the best possible solution.
• Responded efficiently to customers and created a positive experience.
• Remained calm and professional while dealing with angry customers and provided them with the best solutions to resolve their issues.
• Joined a team of Call Center Customer Service Representatives and built a positive relationship of teamwork, trust, and excellence.
• Understood and used the required software, reports, tools, and metrics.
• Transferred and escalated the calls to the appropriate department if needed.
• Participated in training and strived to increase and improve existing skills.
• Adhered to all company policies and procedures
Small Business Administration, Chicago IL – Call Center February 2020 – October 2021
• Assisted with completing home and business loan applications electronically and communicated disaster loan program information to disaster survivors.
• Explained loan closing documents to borrowers and assisted in closing approved disaster loans.
• Used computer skills to input disaster survivor information to complete loan applications, utilized e-mail, word processing, spreadsheets, and the Internet, to navigate within a database to input and retrieve information.
• Performed some financial computations/analyses to determine applicants' ability to repay loans.
• Overseeing operations at multiple locations within a disaster area as an Officer in Charge or as a team lead in a disaster recovery center. Cook County Forest Preserves, Chicago Il- Permit Aide June 2016 – February 2020
• Received calls and visitors; provided information and forms relative to rules and guidelines of the district, answered questions, exercised tact and courtesy.
• Utilized a computer in conjunction with Microsoft Office Suite and other software programs to compose a variety of standard and original formatted documents. Transcribed material and checked grammar, spelling and punctuation for final submittal.
• Under instruction from the Permit Coordinator or administrative staff, provided logistic clerical support to office, business or administrative operations by exercising clerical and administrative skills to support the district’s extended permit office hours.
• Assisted and supported special events, outdoor recreation activities and programs and collaborate with other recreation staff to implement interagency coordinated programs.
EDUCATION
Ashford University
Pursuing B.A. Behavior Science
GPA: 3.30
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