Experience

Anthem

• United States
• Insurance
• 700 & Above Employee

• customer service

  • Jun 2013 - Present

  Accurately documented, researched and resolved customer service issues.Mastery of customer service management systems and databases.Conducted performance reviews for all Customer Service Representatives to reduce resolution time and improvecustomer satisfaction rates.Analyzed call volume and average call time to monitor Customer Service Representative performance andproductivity.Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.Defused volatile customer situations calmly and courteously.Acted professionally and patiently when addressing negative customer feedback.Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call centerenvironment.Met or exceeded service and quality standards every review period

• Customer Service Representative III

  • Jun 2013 - Nov 2016

  Accurately documented, researched and resolved customer service issues.Mastery of customer service management systems and databases.Conducted performance reviews for all Customer Service Representatives to reduce resolution time and improvecustomer satisfaction rates.Analyzed call volume and average call time to monitor Customer Service Representative performance andproductivity.Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.Defused volatile customer situations calmly and courteously.PROFESSIONAL SUMMARYSKILLSWORK HISTORYActed professionally and patiently when addressing negative customer feedback.Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call centerenvironment.Met or exceeded service and quality standards every review period.



expedia

• Sales

  • Sep 2012 - Apr 2013

  Managed high call volume with tact and professionalism.Worked night and weekend shifts during holiday season, securing $10000.00 in of orders in a day.Documented all customer inquiries and comments thoroughly and quickly. Managed high call volume with tact and professionalism.Worked night and weekend shifts during holiday season, securing $10000.00 in of orders in a day.Documented all customer inquiries and comments thoroughly and quickly.



T-Mobile

• United States
• Telecommunications
• 700 & Above Employee

• Customer Service Representative

  • May 2007 - Jan 2012

  Effectively managed a high-volume of inbound and outbound customer calls.Answered a constant flow of customer calls with up to 600 calls in queue per minute.Addressed and resolved customer product complaints empathetically and professionally.Gathered and verified all required customer information for tracking purposes.Defused volatile customer situations calmly and courteously.Accurately documented, researched and resolved customer service issues.Resolved service, pricing and technical problems for customers by asking clear and specific questions.Managed high call volume with tact and professionalism