Dedicated Customer Service Professional with Call Center Experience
Resume:
Monica Fitzgerald
Orlando, FL *****
******************@*******.***
Authorized to work in the US for any employer
Work Experience
Customer Service Representative
Inktel Contact Center Solutions-Orlando, FL
September 2022 to Present
Receive incoming calls from customers about their orders; I might have to cancel, edit, or update their payment. Answer questions about products from the website. Customer Service Representative
IBEX GLOBAL-Pittsburgh, PA
September 2021 to June 2022
Receive incoming chats and calls to help COSTCO members. Answer any questions about shipping, delivery, payment, or products.
Customer Care Representative (CCR)
Areoteck-McKeesport, PA
September 2020 to April 2021
Received incoming calls for different companies to enroll employees into different Benefits (Medical, Dental, Life Insurance). Answered any questions employees had about the different options and price levels for different coverage.
Call Center Representative
Advantmed
December 2017 to March 2020
Responsible for making 80 -125 calls per day to doctor offices or facilities on behalf of different insurance companies to verify patients actually received services the insurance paid for (HEDIS). Received calls to verify if patients were eligible for different insurance companies such as Medicare or Medicaid. Verified billing information. Processed billing.
Customer Care Representative / Sales Clerk
Day by Day Calendar Company-Glen Allen, VA
December 2005 to February 2006
Greet customers, answer questions, and provide information and encourage sales. Assist customers with purchasing decisions. Received payment by cash, checks, credit cards, vouchers, or automatic debits. Issued receipts, refunds, credits, or change due to customers. Received payments for customer purchases via cash, check, or credit card.
Compute and record totals of transactions. Reconciled payment receipt in the evenings. Arranged calendar displays for prime visibility and merchandising for optimal purchasing results. Answer customers' questions, and provide
information
• Ensured accuracy and efficiency
• Processed return of merchandise
• Explained the refund policy and procedures.
Customer Service Sales Associate/ Stocker
Bath & Body Work-Colonial Heights, VA
November 2003 to February 2004
Responsible for assisting customers throughout the store and providing insight, and advice for purchases. Supports
delivering sales plan through selling effectiveness. Maintain and arrange stock items in preparation for display.
Coordinate product procurement to ensure store was well-stocked according to new merchandise, seasonal or holiday changes as necessary.
• Recognized for delivering great customer service
• Meet selling goals/expectations during scheduled shifts
• Ensured customer satisfaction while coordinating flexible scheduling of installations.
• Assist with floor sets, window changes, visual presentations, signage placement, etc. as directed Office Manager
Williams Plaza-Richmond, VA
April 2000 to September 2003
Supervised 6 employees. Processed payroll and accounts payable under the company policies and procedure. Process Billing and Accounts Receivable. Multitasked to relieve staff by assisting when necessary in administrative tasks such as answering the telephone, typing correspondence, filing paperwork, and procurement of office supplies. As assigned designed and created business flyers and advertisements.
• Processed payroll and accounts payable
• Ensured accuracy and efficiency
• Designed and created company flyers and advertisements
• Improved efficiency by maintaining ongoing communications with supervisors to report productivity and record daily processed work.
Education
Associate Degree
John Tyler Community College - Chester, VA
2005
Associate Degree
J. Sargeant Reynolds Community College - Richmond, VA 2004
High school diploma in General Studies
Petersburg High School - Petersburg, VA
September 1985 to June 1989
Skills
• MS Word
• MS Excel
• Outlook
• COBOL passed w/A
• MS Office Suite
• PowerPoint
• Basic Accounting
• Multi-line telephone systems
• Databases
• Call Center
• Customer Service
• Customer Support
• Customer Care
• Technical Support
• SQL
• Sales Support
• HEDIS
• Typing
• Technical support
• Customer service
• Communication skills
• Research
• Administrative experience
• Office experience
• Front desk
• Freight
• Logistics
• Negotiation
• Organizational skills
• Time management
Assessments
Call center customer service — Proficient
June 2021
Demonstrating customer service skills in a call center setting Full results: Proficient
Sales skills — Proficient
July 2021
Influencing and negotiating with customers
Full results: Proficient
Customer service — Proficient
August 2020
Identifying and resolving common customer issues
Full results: Proficient
Outside sales — Proficient
July 2021
Understanding and responding appropriately in sales scenarios, and performing common sales calculations
Full results: Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
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