Experienced Customer Service Specialist with Call Center Focus

C I A R R A M C C A L L U M

Greensboro

NC, ***** 336-***-**** *************@*****.***

C A R E E R O B J E C T I V E

Personable and dedicated Customer Service Representative with extensive experience in call center industry. Solid team player with upbeat, positive attitude and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

E X P E R I E N C E

MAXIMUS, GREENSBORO, NC

CUSTOMER SERVICE REPRESENTATIVE-Remote, Oct 2023 - Present

• Kept customer and system account information accurate and current to support timely resolutions for all concerns.

• Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.

• Built client rapport, accurately processing repair invoices and claims while troubleshooting fi nancial discrepancies through completion.

• Researched resolutions, contacted necessary departments and responded back to customer back phone, mail or fax as follow up.

• Consulted with customers regarding unemployment needs, addressing unemployment benefits concerns. AGRI DIRECT, GREENSBORO, NC

CUSTOMER SERVICE REPRESENTATIVE- Remote, Sep 2016 - Sep 2022

• Informed customers about billing procedures, processed payments and provided payment option setup assistance.

• Asked probing questions to determine service needs and accurately input information into electronic systems.

• Answered 100+ inbound calls per day and directed to designated individuals or departments. • Delivered high level of service and support to each customer, paving way for future business opportun ities. CONDUENT, RALEIGH, NC

CUSTOMER SERVICE REPRESENTATIVE, Apr 2014 - Sep 2016

• Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.

• Investigated and resolved customer inquiries and complaints in a timely and empathetic manner. • Answered average of 250 calls and emails per day, addressing customer inquiries, solving problems and providing new product information.

• Documented conversations with customers to track requests, problems and solutions. E D U C A T I O N

WARREN NEW TECH HIGH SCHOOL

WARRENTON, NC

High School Diploma (May 2011)

A D D I T I O N A L S K I L L S

• Billing

• Communication skills

• Customer care

• Financial

• Microsoft Excel

• Rapport

• Shipping

• Phone

• Troubleshooting

R E F E R E N C E S

References available upon request

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