Customer Service Call Center
Resume:
Marlyn Ronald Lawrence
Mr.
Dallas, TX *****
********.**@*****.***
Authorized to work in the US for any employer
Work Experience
Mobile Barber
Independent Self Employment - Dallas, TX
November 2019 to June 2023
Customer Service Representative
Dunhill Staffing Systems - Dallas, TX
November 2008 to October 2019
Support investors with questions about their K-1 tax package. Modify and delete accounts accurately. Assist customers with questions or concerns regarding utility billing. Research and identify account issues in a timely manner
Answered customer calls promptly to avoid on-hold wait times. Patient Service Representative
Palo Alto Medical Foundation - Palo Alto, CA
August 2005 to September 2006
Assist patients in filling out check-in and payment paperwork. Schedule and reschedule appointments for ENT patients in person and over the phone. Physically assist patients when needed. Routinely rotated from phones to front desk check-in.
Call Center Representative
Wellpoint Pharmacy Management - Plano, TX
July 2003 to June 2005
Managed customer calls effectively and efficiently in fast-paced call center environment. Respond to customer questions and concerns regarding benefit eligibility and claims. Addressed escalated customer service issues to save customer relationships.
Call Center Supervisor
UnitedHealth Group - Plano, TX
March 2001 to April 2003
Increased efficiency and productivity through effective staff training regarding customer service protocol and one call resolution techniques. Managed 20+ call center representatives. Directly involved in the interviewing and hiring process. Monitor agents remotely and side by side for quality system navigation and provide timely feedback. Address escalated issues and calls. Assessed personnel performance and implemented employee incentives and team building events to boost morale. Customer Service Supervisor
Advance Paradigm - Richardson, TX
April 1996 to February 2001
Supervised day-to-day customer service operations to provide staff with guidance and drive productivity. Performed administrative functions including record keeping and attendance tracking. Assist with implementing and enforcing company policies and procedures. Two of six supervisors chosen to open new location.
Education
High school or equivalent in Business Management
San Jose State University - San Jose, CA
Skills
• Professional telephone demeanor (10+ years)
• Creative problem solving (10+ years)
• Computer proficient (10+ years)
• Quick learner
• Data entry
• Written and oral communication (10+ years)
• CSR (10+ years)
• Call Center (10+ years)
• Customer Service (10+ years)
• Customer Support
• Customer Care (10+ years)
• Microsoft Office
• Microsoft Word (7 years)
• Microsoft Word
• Employee Orientation
• Management
• Medical Scheduling
• Interviewing
• Training & Development
• Medical Records
• Leadership
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