Customer Service Call Center

**/**** ** **/****

Sacramento, CA

**/**** ** **/****

Rancho Cordova, CA

KIM PERRY

Career Overview

Administrative Assistant/ Receptionist/ Customer Service Representative who continually maintains a positive attitude while interacting with demanding clients. Serves as the primary point of contact for both in-house and external phone and website queries. Quality-focused Receptionist committed to approaching administrative tasks with tenacity and attention to detail.

Core Strengths

Attention to detail

Quality assurance

Professional phone etiquette Excellent communication skills Articulate and well spoken

Customer service-oriented

Accurate and detailed

Flexible

Pleasant demeanor

Appointment setting

Multi-line phone proficiency

Talented client relations manger Skilled in call center operations Multi-line phone operationproficiency

Exceptional workflow management Adheres to customer service policy Strong problem solving aptitude

Committed to maintaining data integrity

Persuasive speaker

Familiarity with Key Performance indicators (KPIs) Accomplishments

Promoted to Call Center Quality Assurance Team with in 18 months from entry level position Consistently exceeded call center goals and KPIs on every review period Work Experience

Customer Service Representative

Resource Management Solutions

Provided accurate and appropriate information in response to patient inquiries. Developed effective relationships with all call center departments through clear communication. Built patient loyalty by placing follow-up calls for patient who reported billing issues. Achieved patient satisfaction rating of 98% within 4 months, exceeding corporate target. Assisted upper management with escalation calls and assisted with supervisor call backs Customer Care/Customer Retention Specialist

Verizon Wireless

Effectively managed a high-volume of inbound and outbound customer calls.Answered a constant flow of customer calls with up to 50 calls in queue per minute.Addressed and resolved customer product complaints em-pathetically and professionally.Gathered and verified all required customer information for tracking purposes.Defused volatile customer situations calmly and courteously.Accurately documented, researched and resolved customer service issues.Mastery of customer service management systems and databases.Referred unresolved customer grievances to designated departments for further investigation. Resolved service, pricing and technical problems for customers by asking clear and specific questions.Managed high call volume with tact and professionalism.Oversaw call center employees to ensure customer satisfaction goals were consistently met.Analyzed call volume and average call time to monitor Customer Service Representative performance and productivity.Acted professionally and patiently when addressing negative customer feedback.Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.Met or exceeded service and quality standards every review period. 9181 Dongston Way apt 1, Sacramento, CA 95826 H: 916-***-**** C: 916-***-**** ************@*****.***

1977

Novato, CA, US

04/1996 to 06/2002

Sacramento, CA

Educational Background

High School Diploma: General Studies

Novato High School

High School Diploma:Booker T Washington HS/Novato HS, Norfolk, VA/ Novato, CA Work History

Administrative Assistant

Child Abuse Prevention Council

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