Customer Service & Operations Specialist Resume
Resume:
Hello
Emilie Ndaba
Dallas, Tx 75231
*************@*****.***
Skills
● Communication
● Empathetic
● Customer Satisfaction, Customer Service
● Problem Solving
● Details oriented, Organization
● Microsoft Office
● Amazon Connect/CRM System
● Account Management
● Credit Card payments processing
● Data Entry
● Scheduling
Experience
JULY 2024- JULY 2025
Agile people & Payroll, Richardson, Tx- Operations Support Specialist
● Handle inbound and outbound customer calls, emails, and chats in a professional and courteous manner.
● Listen attentively to customer inquiries, assess their needs, and provide accurate information or solutions.
● Assist customers with product or service-related questions, assessing health insurance needs and processing enrollments.
● Follow predefined scripts and procedures to ensure consistency in customer interactions and adherence to compliance regulations.
● Identify and escalate priority issues or unresolved concerns to your team lead or manager for further assistance.
● Document all customer interactions accurately and thoroughly in the company’s database or CRM system.
● Conduct calls to existing and potential customers to follow up on enrollment status. 2
● Conduct calls to insurance agents to introduce them to us and seek their participation in our programs.
● Meet or exceed performance metrics, including quality assessments, call handling time, first call resolution, and customer satisfaction scores.
● Participate in ongoing training sessions to stay updated on product knowledge, company policies, and customer service best practices.
● Collaborating with team members and team leads to maintain a positive work environment and achieve team goals.
● Adapt to changing priorities and multitask effectively in a fast-paced contact center environment.
AUGUST 2023- MAY 2024
Genpact, Richardson, TX- Processing Associate
● Handling inbound/outbound calls and chat’s daily, and escalating calls when necessary.
● Exceeded quantitative metrics goals on customer satisfaction, and inquiry volume goals.
● Processing credit card payments, Setting up schedule payments, Submitting disputes, Advising customer’s dispute status and account status, Updating customer personal information.
● Answering customer questions with accurate information. AUGUST 2022- MARCH 2023
KW international, Plano, Tx - Customer Service Representative
● Handling inbound calls daily.
● Responding to emails daily.
● Answer questions, and assist customers on how to navigate through the website.
● Assist customers on password reset.
● Create Q&A for the customers.
OCTOBER 2021- JULY 2022
Amazon, Dallas Tx- Warehouse Associate
● Packaging.
● Sorting.
● Building pallets.
● Loading the truck with packages.
3
Education
AUGUST 2014- JUNE 2018
Emmett J Conrad High School, Dallas Tx - Diploma
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