Call Center Customer Service

Diane Gott-Vandervort

****.*********@*****.*** Elkton, MD 443-***-****

WORK HISTORY

Senior Customer Service Representative at MULTI PLAN 07/2023 - 01/2025

* Automatic inbound call center, using Aspect and UAD

* Working with reference-based pricing

* Explaining pricing methodology to providers and members

* Quality controlled calls

* Team player

* Organized

* Time management

* Excellent communication skills, both written and verbal. Call Center Customer Service Specialist

11/2021 - 08/2022 (1 year)

* Taking inbound calls on Five 9 soft phone system assisting clients with various tasks from scheduling appointments, troubleshooting device issues, taking payments, issuing credits, de- escalating calls when necessary, notating accounts with each interaction, verifying customers personal information, navigating multiple software and network programs, detailed communication with Supervisors and Assistant Supervisors, Field Operations Technicians, vendors, and other various individuals.

Call Center Agent at Fortuna BMC

02/2021 - 09/2021 (1 year)

* Remote Call Center position taking incoming calls

* Performing scheduling, rescheduling, and cancellations of appointments

* Guided callers with online applications or filling out applications for callers, as needed

* Explained complicated program requirements for programs

* Guided callers to community-based organizations locations

* Submitted IT requested

* Communicated with Supervisors, and co-workers through Microsoft Teams, Outlook, and Zoom

* Utilized various programs i.e., One Point, Oracle, Help Juice, Windows 10, Microsoft Office 365, Google, VDI

Surveillance Agent at Penn National Gaming Inc.

09/2010 - 09/2011 (1 year)

* Observe daily activities of the employees, contractors, vendors, and guests

* Track money collections

* Document, record, and report any suspicious activity

* Contact local authorities and State Lottery Agents for any illegal actions Delicatessen Associate at Redner s Warehouse Market 08/2008 - 11/2008 (4 months)

* Filled deli orders

* Cleaned Work Area

* Rotated Stock

* Restocked Display Cases

* Worked closely with Deli Associates

* Ensured food quality was up to FDA requirements

Customer Account Executive at Comcast

11/2007 - 06/2008 (1 year)

* Respond to telephone inquiries covering the full range of customer service (serviceability, sales, service problems, and billing) in a prompt and professional manner

* Serves as a sales representative for Comcast Cable, products and service

* Troubleshoot digital cable, HDTV problems with customers escalate advanced troubleshooting problems to a technical support group when appropriate

* Maintain accurate problem call tracking in a Remedy Helpdesk ticketing system

* Maintain and coordinate interdepartmental communications

* Achieve overall performance goals of the organization including resolve rate, first call resolution, Tier II transfer rate, and all other performance objectives in the call center · Proficiently work with several different computer software applications, i.e. Manufacturing Associate and Inside Sales Associate at W.L. Gore Associates 02/1996 - 10/2007 (12 years)

Duties include but are not limited to:

* Manufacturing various chemical applications

* Sponsor new associates to ensure associates receive proper training, tools, and guidance of company policies and safety practices

* Train production processes

* Perform daily production tasks

* Troubleshoot production line issues and perform quality control tests

* Follow ISO procedures and maintain safety compliance with OSHA

* Operate various heavy equipment and machinery, including but not limited to forklift, electric pallet jacks, pneumatic, hydraulic, and manual tools, as well as production line equipment

* Maintain daily data entry for product output and raw material usage

* Perform packaging and shipping tasks for domestic and international shipments

* Maintain customer purchase orders, order entry, scheduling, billing, and collections

* Act as a liaison between Sales Force, Manufacturing and the customer

* Spoke with customers daily, through email, and telephone.

* Build rapport with clients and need to be knowledgeable about the specific needs. 3rd Shift Supervisor at Rodel Inc.

09/1988 - 02/1996 (7 years)

* Ensure effective employee relations

* Provide employee coaching and development

* Make employment hiring recommendations and disciplinary decisions

* Mediate employee issues through problem resolution training

* Balance quality, productivity, cost, and safety to achieve positive results in all areas

* Working to continuously improve in all areas

* Manage departmental performance measures, including visual controls, and provide regular progress reports to the manager

* Provide leadership through a 30-day planning cycle

* Perform accident investigations, report OSHA recordable incidents to Safety Associate, implement any necessary procedural changes to avoid all re-occurrences

* Manage department production and staffing priorities

* Track and maintain employee absenteeism, timekeeping, and time management duties EDUCATION

North East High School - Graduated 1984 - High School Diploma in General Studies Cecil Community College - Graduated 1985 - Business Administration University of Delaware - Graduated 1995 - Certificate in Assertive Supervision SKILLS - Customer Service, 15 years LANGUAGES - English

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