Customer Service Specialist with High-Volume Caseloads

Ann Palozzi

Palmyra, New York ***** 1-315-***-**** **********@*****.***

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PROFESSIONAL

SUMMARY

Expert in handling high-volume caseloads while enhancing client satisfaction through effective communication and strategic problem-solving SKILLS • Customer service

• Active listening

• Critical thinking

• Data entry

• Customer relations

• Problem resolution

• Call center experience

• Computer proficiency

• Conflict resolution

• Complaint handling

• Complaint resolution

• Payment processing

• Client relations

Customer satisfaction

measurement

•

• Professional telephone demeanor

• Call center operations

• Scheduling

• Follow-up skills

• Call management

• Product knowledge

• Paperwork processing

• Appointment scheduling

• Dispute resolution

WORK HISTORY CUSTOMER SERVICE REPRESENTATIVE

Monroe County

Delivered outstanding customer support using strong communication and problem-solving skills.

•

Quickly adapted to new product knowledge, boosting service quality and response efficiency.

•

Maintained professionalism in high-stress situations while resolving disputes effectively.

•

Accurately documented service issues, facilitating improved communication between departments for faster resolutions.

•

Resolved escalated calls efficiently, ensuring satisfactory outcomes for both customers and the organization.

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EXAMINER 02/1987 to 05/2008

Monroe County Department of Human Services Rochester, NY Oversaw interviews for Snap, Medicaid, and Public Assistance while managing a caseload of 900 clients.

Processed income applications to determine eligibility for various assistance programs.

Issued emergency checks and funds for rent and furniture to assist clients in AP

crisis situations.

EDUCATION Bachelor of Arts 05/2005

SUNY Brockport University, Rochester, NY

Liberal Arts And Sciences/Human Services Certifica 12/1996 Monroe Community College, Rochester, NY

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