Remote Online Chat & Customer Service Agent

Robert Zook

816-***-**** Olathe, KS ******@*****.***

Summary

Dependable and energetic Customer Service Representative with over 10 years of experience in call center operations, office administration, and data entry. Proven track record of handling high-volume customer inquiries, accurate record-keeping, and maintaining a 100% attendance record in remote environments. Adept at navigating multiple software systems while delivering friendly, efficient support to callers.

Work Experience

OMNICARE365 Remote Customer Service Advocate Mar 2024 – Feb 2025

Answered high-volume incoming calls regarding transportation benefits, maintaining 100% positive customer satisfaction ratings.

Logged and updated customer account notes accurately in the company database.

Assisted members with standard plan questions during peak enrollment seasons.

Maintained a perfect attendance record while working independently from home.

RESULTSCX Remote Customer Service Representative Jun 2023 – Mar 2024

Assisted customers and providers with standard healthcare plan inquiries.

Multi-tasked effectively between answering phone calls and updating account records to meet daily team goals.

Switched between inbound support and outbound follow-up campaigns based on daily business needs.

CONDUENT BUSINESS SERVICES Remote Customer Service Representative Sep 2022 – Jun 2023

Handled customer service inquiries across two separate lines of business, including billing questions and program reimbursements.

Entered and verified data for toll road account management with high accuracy.

Followed standard operating procedures to resolve routine account discrepancies.

PEARL INTERACTIVE NETWORK Remote Customer Service Representative Feb 2021 – Jul 2021

Provided empathetic phone support to families applying for disaster and event-related financial assistance.

Performed routine data entry, account troubleshooting, and information verification.

Managed a high volume of daily calls while keeping a professional and helpful attitude.

HALLCON (Railway Division) Olathe, KS Dispatcher Jul 2019 – Feb 2021

Maintained communication between field crews and internal departments to coordinate daily transportation logistics.

Received incoming service requests and dispatched drivers using a digital tracking system.

Resolved scheduling conflicts and routing issues calmly and efficiently.

TTECH CORP Remote Customer Care Representative May 2017 – Jul 2019

Processed customer orders and handled product inquiries for a major retail/skincare brand.

Maintained positive customer relationships by answering order status questions and resolving shipping issues.

GENERAL DYNAMICS INFORMATION TECHNOLOGY KS Customer Care Representative Jun 2016 – Mar 2017

Answered standard incoming billing and account inquiries from healthcare providers.

Documented call details accurately in the internal database to ensure clear account history.

CVS CAREMARK MO Customer Care Representative Sep 2014 – Mar 2015

Handled inbound calls from members regarding mail-order pharmacy shipments and orders.

Verified customer information and processed pharmacy orders accurately.

INTERNAL REVENUE SERVICE Kansas City, MO Administrative Clerk / Support Feb 2006 – May 2012

Processed paperwork and performed high-speed data entry with standard-setting speed and accuracy.

Maintained office files and provided administrative support to the department.

Education

University of Missouri – Kansas City Kansas City, MO

Bachelor of Science Degree

Skills

Customer Support: Inbound/Outbound Calling, Problem Solving, De-escalation, Order Processing, Dispatching, Multi-tasking.

Software & Tools: Salesforce, Zendesk, Avaya, MS Office (Word, Excel, Outlook), Zoom, Webex, Teams, Slack, Windows.

Office Skills: Data Entry, Record Keeping, Scheduling, Administrative Support.

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