Customer Service High School

678-***-**** Cell 404-***-****

Email: ***********@*****.***

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Summary of Qualifications

Proficient in Microsoft Word, Excel, PowerPoint, Outlook

• Call centers that used the technology of Predictive Dialing, Interactive Voice Response (IVR), Automatic Call Distribution (ACD), Email Response Management, Web Chat and Collaboration Services.

• Several years in an increasing call center environment, where ASA was maintained to < 30 seconds.

• Created spreadsheets to track progress and performance on certain departments.

• Documented customer’s interactions and transactions, detailing inquiries, complaints and comments, as well as the resolutions taken.

• Validated, processed and transferred new orders from Salesforce, CRM and ASI Transact websites.

• Authorized services through EDI’s (Electronic Data Interchange) that were found to be medically necessary by corporate guidelines.

Professional Experience

Customer Service agent, Woodstock,GA 2/2012 – present

nCourt, In and outbound call center (Kinetix staffing)

• nCourt is a full-service e-commerce partner for courts and other government agencies.

• Gather citation court docket numbers to prepare for researching and paying customers fines.

• Enter billing information so fines, fees and utility bills can be paid.

• Research citations, declined fees through platforms. Main software SageACT.

Customer Service Agent, Kennesaw, GA 11/2011 – 2/2012

Ryla Teleservices, Inbound Call Center previously 11/2007 – 6/2008

• Effectively resolve customer-billing complaints and maintain customer retention.

• Assist customers with inbound calls about credit card transactions and open enrollment.

• Conduct daily administrative duties including documentation, and maintaining customer calendar

• Processed credit card payment and gave check form information.

• Effectively resolve customer-billing complaints and maintain customer retention

Customer Support, Kennesaw, GA 2/ 2011 – 4/2011

KIP Financial Services previously 2/ 2008 – 4/2008

• Resolved conflicts for customers in a professional matter.

• Assisted customers in obtaining information about their taxes.

• Conduct daily administrative duties including documentation, and maintaining customer calendar

• Maintaining and generating revenue in personal file, ensuring compliance of company, client and federal state rules and regulations.

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Customer and Administrative Support, Atlanta, GA 6/2008 –9/2010

Georgia Department of Community Health (Kinetix Staffing and Focusof GA Staffing)

• 2 years of customer service experience.

• Screened client’s contracts and can explain all details while working with callers.

• Create and distribute Welcome Letter packets to approved specialist and providers.

• Ability to use several computer programs at once, while dealing with customers on the phone.

• Maintain several databases for the purposes of tracking:

Incoming mail, pending contracts of licensed professionals and Eligibility specialist, Approved Contracted Providers, Clinics, and Corporations.

Education and Professional Training

Far Rockaway High School Far Rockaway, NY Diploma

Saint Augustine’s College Raleigh, NC

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