Customer Service Training
Resume:
Tartanjulia L. Brown
Houston, TX, 77021
***********@*****.***
Objective
To continue an evolving personal and professional development plan within a career that ensues passion. I wish to work in an environment that allows me to utilize my business and scholastic experiences as well as my passion to work with others, exhibit professionalism, and take on daily
challenges.
Professional Experience
Asurion, Houston, TX
Customer Service Trainer June 2009-August 2011
● Developed and maintained training modules, including new and updated modules, training documentation, tips and tricks, class evaluation and post-training skill assessments.
● Collaborating with other trainers, auditors, regulatory and compliance personnel and customers to keep abreast of industry requirements and other training and development opportunities
● Daily monitoring – Listen and critique recorded conversations for purposes of improving customer service and CSR’s overall performance
● Partnered with Operations teams and management to set training strategy and priorities to ensure key organizational systems training needs are met and resources are deployed efficiently
● Maintained a solid knowledge of products and services offerings, clientele, and upcoming business opportunities to ensure CSRs are trained in a timely manner.
H&R Block , Houston,TX December 2010-April 2011
Administrative Assistant
● Answers telephone and gives information to callers or routes call to appropriate tax professional
● Performs general clerical and administrative support for tax office
● Assists with filing, correspondence, faxing, preparation and distribution of documents and other material
● Schedule appointments for clients to meet with tax professionals to discuss tax related inquiries and tax filing process
Access 2 Care , Houston,TX,77021 January 2008- May 2009
Customer Service Trainer
Medical Transportation Customer Service Rep
● Handled inbound calls from Health Plan members assisting them with scheduling transportation for to and from medical appointments
● Used AS400 systems to schedule transportation as well as cancel appointments and send correspondence to drivers containing trip information such as pick up time price and mileage
● Contacted Health Plans for verification of coverage
● Contacted Vendor companies to get the driver's ETA
● Investigated and resolved members complaints about the program and or driver's
● Developed and maintained training modules, including new and updated modules, training documentation, tips and tricks, class evaluation and post-training skill assessments.
● Work with the Program Managers to design new, and revise existing, training courses.
● Maintained all training logistics that may include preparing and shipping material, maintaining records, schedules, tests, evaluations, certificates, completion cards and training files to ensuring accurate record keeping
Harris County Toll Rd, Houston, TX June 2007-December 2007
Data Entry Clerk/Dispatcher
● Identified vehicles displayed on the screen and entered data into HCTRA systems
● Confirmed accuracy of the vehicle information displayed on the screen such as license plate number, as well as the date, time and location the incident occurred
● Compared data entered with source of documents and or reentered data in verification screen to detect errors
● Reviewed and made corrections to information entered
● Generated reports and responded to inquiries regarding entered data as requested
● Performed clerical duties such as typing faxing and answering phones as well as emailing
ACS, Houston, TX August 2006-May 2007
Customer Service Trainer
● Conducted training for new hires as well as refresher training for current customer service agents
● Trained a class of 10-25 customer service agents at time
● Developed materials to ensure quality training programs were executed
● Prepared learning material such as handbooks, worksheets, slide shows and role playing scenarios
Brown’s Roofing, Houston, TX March 2005-July 2006
Accounts Receivables Clerk
● Maintained proactive attitude with customers, communicated effectively to resolve account issues
● Reviewed and distribute delinquency account reports
● Assisted with invoicing and payment inquiries
● Posted daily cash to customers Receivable Accounts - reconcile daily
● Answers accounts receivables phone calls and follows up on inquiries
● Researched and processed charge backs and returns
● Processed payments including checks, ACH, and credit cards
Skills
• Customer Service
• Complaint Handling & Resolution
• Customer Satisfaction Enhancement
• Microsoft Office
• People Soft
• Data Entry
• Quick Books
• Peach Tree
• Teambuilding & Training
• Problem Solving
• Order Fulfillment
• 10-key
Education
Houston Community College, Houston,TX
2009-Present
Major: Healthcare Administration; Minor: Communications
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