Customer Service Representative - Behavioral Support

MONTEGA BELLARD

Opelousas, LA ***** 337-***-**** ****************@*****.***

Customer Service Representative with 3+ years of experience supporting customers and participants in high-volume environments through phone and other communication channels. Skilled in resolving inquiries, de-escalating difficult interactions, documenting customer information, navigating multiple software systems, and escalating issues requiring additional research. Strong attention to detail with the ability to manage competing priorities, meet service-level expectations, learn new systems and procedures, and work effectively as part of a team. EXPERIENCE

2021 – 2022

Customer Service Representative Smoothie N Things Opelousas, LA

• Managed a high volume of customer inquiries while providing prompt, professional and courteous service.

• Responded to customer questions, concerns and service issues while working to resolve problems efficiently.

• De-escalated challenging customer interactions by actively listening, identifying concerns and providing appropriate solutions.

• Updated customer and account information accurately to maintain reliable records.

• Processed orders and handled customer requests while maintaining accuracy in a fast-paced environment.

• Navigated POS and other internal systems while assisting customers and troubleshooting issues.

• Prioritized multiple customer needs while maintaining a positive customer experience.

• Worked collaboratively with team members to support daily operations and maintain consistent service. 2019 – 2021

Behavioral Support Technician BrightSpots Behavioral Center

• Managed an average of 37+ inbound and outbound calls per shift in a high-volume environment.

• Responded promptly and professionally to customer and patient inquiries, questions and concerns.

• Evaluated patient eligibility for financial assistance and completed required documentation accurately.

• Maintained detailed and accurate information while handling sensitive patient-related matters.

• Identified potential issues and took initiative to address concerns before they became larger problems.

• Used critical thinking and available resources to resolve issues and determine when additional assistance was needed.

• Communicated effectively with customers, patients and team members while maintaining professionalism.

• Managed multiple responsibilities while meeting daily priorities and maintaining attention to detail. EDUCATION

May 2011

High School Diploma Mamou High School

SKILLS

• Microsoft Office (Word, Excel, Outlook) • 40 WPM Typing

• CRM Platforms • Phone, Email & Voicemail Communication

• POS Systems • Escalation & Research Requests

• Data Entry & 10-Key Typing • Ticket Documentation

• Customer & Participant Support • Confidential Information Handling

• Call De-escalation • Time Management & Problem Solving

• Issue Resolution & Troubleshooting • Team Collaboration

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