Call Center Customer Service Representative Resume Sample
Ludwig Mann
2214 Orn Mission,
Phoenix,
AZ
+1 (555) 416 8421
Work Experience
Call Center Customer Service Representative
04/2016
-
PRESENT
Phoenix, AZ
- Support Account Managers in servicing Donlen’s customers through a variety of means: Daily tasks, Projects, Internal issue resolution
- Perform specific tasks on a regular basis, such as: Utilizing Donlen’s systems to create vehicle selectors, process billing changes, generate reports, insurance card distribution and driver data changes
- One to three years experience as a Customer Service Representative
- Answers member and provider telephone calls within performance standards, following departmental procedures
- Researches and responds to caller’s questions and concern received via telephone and mail and on-line
- Responds in writing or with appropriate telephone contact to inquiries
- Coordinates resolution of member issues with Claims department
Driver Call Center Customer Service Representative
06/2013
-
02/2016
Chicago, IL
- Coordinates resolution of provider issues with Network Management, Medical Management and Claims departments
- Logs and /or tracks caller contacts in the computer system
- Conducts member/provider satisfaction surveys as instructed
- Assists in stuffing envelopes for mass mailing, as required
- Prior customer service experience in a call center environment
- H.S. diploma/GED in General H.S. subjects
- Three (3) years or more Customer Service with issues resolution experience
- Detail oriented with excellent follow-up practices
- Strong customer service skills with displayed enthusiasm, great voice tone, and empathy with drivers who are experiencing a breakdown
Education
Indiana Wesleyan University - Kokomo Campus
2008 - 2012
School's Degree in Computer
Professional Skills
- Exceptional customer services skills and excellent interpersonal and communication skills, and a professional manner are required
- Strong verbal and written communication skills. Apply effective phone skills
- Excellent math skills, experience balancing cash drawers is helpful
- Excellent oral and written communication skills including demonstrated ability to compose letters and emails to licensee and public
- Excellent communication skills to develop and enhance strong impactful customer relationships
- Strong decision making, problem solving and negotiating skills
- Strong PC skills including using multiple programs
How to write Call Center Customer Service Representative Resume
Call Center Customer Service Representative role is responsible for customer, windows, general, computer, listening, interpersonal, software, research, training, languages.
To write great resume for call center customer service representative job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Call Center Customer Service Representative Resume
The section contact information is important in your call center customer service representative resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Call Center Customer Service Representative Resume
The section work experience is an essential part of your call center customer service representative resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous call center customer service representative responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular call center customer service representative position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Call Center Customer Service Representative resume experience can include:
- Professional industry designations such as LOMA’s Associate Life Management Institute (ALMI), Associate Customer Service (ACS), or Associate Annuity Products and Administration (AAPA) or demonstrated work toward achieving designations
- Excellent customer services skills, including professional phone etiquette and the ability to handle difficult customer and trapped passengers
- Excellent customer service, communication, and telephone skills
- Excellent verbal and written communication with emphasis on data entry skills
- Aptitude to effectively work with teammates to ensure seamless customer experience
- Basic Computer Skills/ knows how to operate and navigate on a computer
Education on a Call Center Customer Service Representative Resume
Make sure to make education a priority on your call center customer service representative resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your call center customer service representative experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Call Center Customer Service Representative Resume
When listing skills on your call center customer service representative resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical call center customer service representative skills:
- Effective written and verbal communication skills, particularly skilled in handling telephone contacts
- Prior claims processing experience or strong knowledge of provider billing procedures
- Good keyboard and PC skills using word processing and spreadsheet software
- Strong multi-tasking, attention to detail and analytical problem-solving skills
- Excellent written skills in English (grammar and spelling)
- Demonstrated customer service and troubleshooting skills
List of Typical Experience For a Call Center Customer Service Representative Resume
1
Experience For Customer Care Call Center Customer Service Representative Resume
- This job operates in a fast paced call center office setting
- Call center experience in a fast-paced setting
- Conducting outbound calls placed by an automated dialer to an existing customer base Assisting customers with their medical supply reorders
- Providing customers with account information,
- Resolving customer inquiries,
2
Experience For Driver Call Center Customer Service Representative Resume
- Correcting payment errors,
- Assists other CCRs by giving lead generation tips, mentoring, or calling back customers (in some locations)
- The Customer Service Representative is responsible for answering a high volume of incoming calls and assisting clients accordingly
- Multi-task, including talking on phone and typing simultaneously
- Meet monthly key performance metrics for promoting and selling products and services that align to our customer’s needs
3
Experience For Contact Call Center Customer Service Representative Resume
- Work on other tasks as necessary such as, loading duty rosters, ADA phones programming and ACE (quality management system)
- Handles incoming service calls from customers including but not limited to
- Receive incoming calls from multiple customers such as physicians and patients, and process requests by providing resolution or triage to the appropriate areas
- Have a great time talking to and helping customers in an open call center environment
- Knowledge of Insurance payers, provider credentialing and healthcare billing is required
- Sells additional services by recognizing opportunities to up-sell accounts; explaining new features
- Bilingual (English/Spanish fluency in writing and speaking)
4
Experience For Call Center Customer Service Representative Resume
- Assist with researching information for custom orders
- Provide information on pricing and status of order
- Handle incoming calls in a high volume call center environment
- Create electronic records documenting customer requests
- Follow communication "scripts" when handling different issues
5
Experience For Customer Care Call Center Customer Service Representative Resume
- Attend mandatory training sessions to stay updated on product and company policy changes
- Accurately process and document call transactions using the BPM system
- Contribute to making the call center a great place to work
- Research and source products for customers using a variety of tools
- Provide pre-order and post order support; order management from the point of entry to invoicing
- Assist with routine transactions and questions specifically pertaining to payments, beneficiaries, and address changes
- Responsible for providing high quality telephone customer service to customers
- Provide outstanding customer service to external and internal customers on a consistent basis
- Navigate a computerized data entry system (training is provided)
6
Experience For Driver Call Center Customer Service Representative Resume
- Completes all self-education assignments in a timely manner (i.e. online compliance training, supervisor-assigned readings/exercises)
- Exceeds our customer’s expectations by providing top notch customer service
- Engages in real-time troubleshooting with customers to resolve technical issues
- Exceeds our customer expectations by providing top notch customer service
- Speak clear and concise to inform and resolve based on logical thinking
- Adhere to training and expectation
7
Experience For Contact Call Center Customer Service Representative Resume
- Fun and safe work environment with caring mentors and passionate leadership
- Business Casual Dress Environment(including jeans)
- Problem solver – understands issues and enjoys solving them
- Flexible to work during the week from 9am to 8pm
- Basic knowledge of Microsoft word and using computers
8
Experience For Call Center Customer Service Representative Resume
- Create, copy, edit, send and save using Microsoft Word, Microsoft Excel and Microsoft Outlook
- Multi-task is necessary; balancing both productivity and overall quality within established and measurable contact center metrics
- Performs necessary record keeping activities
- Professional attitude including proper phone etiquette
- Post Training Hours: 9-6:30pm ET Mon, Tues, Thurs, Fri & Sat 11am-3pm ET OR 9-5:30pm Mon-Fri E/O Sat 9:30-6pm
- History of being dependable and punctual every day
- All candidates are eligible for benefits including but not limited to: Medical PPO, Dental, Vision, and 401K
- PC proficiency (Microsoft Word. Excel, Outlook)
- Work in an energetic call center environment delivering excellent customer care by greeting customers, asking questions, and actively listening to customers to understand their needs or requests
9
Experience For Customer Care Call Center Customer Service Representative Resume
- Build customer loyalty by resolving customer problems on the first call
- Provide customer support by asking questions and listening to customers in order to understand their needs, request, or problems while identifying up-selling opportunities
- Answer questions on and guide customers through product choices and options
- Provide suggestions to customer on other products and/or services
- Address any quality or service concerns, handle complaints or technical questions and ensure order is completed and shipped on time
- Process enrollment related transactions and take ownership of issues through resolution
- Communicate with customers to properly manage expectations and progress accounts
10
Experience For Driver Call Center Customer Service Representative Resume
- Educate customers on the features and benefits of their products and services
- Maintain composure in stressful situations and diffuse upset customers
- Greets customers. Requests account information, accesses customer record databases or other electronic tools and information delivered to the desktop, and authenticates customer by requesting PIN or other identifying information
- Asks questions and listens to customers to understand their needs or requests
- Determines the appropriate answer, response, or solution by interpreting relevant information in light of the customer’s circumstances; using customer service and call control techniques; performing any necessary calculations pertaining to fees, time periods, or dates; and/or by consulting with a supervisor, if necessary
- Identifies sales lead generation opportunities, promotes Cox services, and offers service contracts. Adds contracts as authorized by customers
- Provides warm transfers to Sales for sales leads for new services (Revenue Generating Units (RGUs)) and to Technical Support for customer assistance with non account-related troubleshooting
List of Typical Skills For a Call Center Customer Service Representative Resume
1
Skills For Customer Care Call Center Customer Service Representative Resume
- Demonstrated word processing skills in a Windows environment (Microsoft Office Suite required)
- Strong data entry skills and ability to type at least 30 wpm
- Good grammar skills
- Prior experience working in a healthcare in a call center, performing A/R follow-up, billing or other claim/insurance reimbursement related function
- Prior experience using a computer in a work or non-work setting
- Effectively manage incoming inquiries while meeting performance standards
- Prior work experience providing service directly to customers
2
Skills For Driver Call Center Customer Service Representative Resume
- Call center and / or sales experience OR at least 1+ year of experience working in a high volume call center environment
- Some technical skills/troubleshooting
- General PC knowledge/skills (familiar with Windows based programs, typing, internet, etc)
- Call center and / or sales experience OR at least 1+ years of experience working in a high-volume call center environment
- Call center and / or sales experience or 1+ years of experience working in a high-volume call center environment
- Intermediate to advance typing/data entry skills
3
Skills For Contact Call Center Customer Service Representative Resume
- A high achiever with the ability to self-manage and demonstrate personable accountability, as well as effective collaboration in a team environment
- Work in a fast-paced environment, navigate multiple programs and effectively use on-line resources to complete customers requests
- Bilingual skills in Spanish or Asia Pacific languages such as Korean, Mandarin / Cantonese, Vietnamese
- Proficient computer skills and ability to learn company utilized systems is required
- Data entry skills (type at least 25 wpm)
4
Skills For Call Center Customer Service Representative Resume
- The ability to work in a fast-paced environment, navigate multiple programs and effectively use on-line resources to complete customers’ requests
- Six or more months of general office experience, preferably in a customer service environment, or the equivalent in related work experience
- Positive interpersonal skills for interaction with customers, team members and management
- One to three years of experience, preferably contact center or customer service experience
- Effectively and efficiently track consumer requests in customer relationship management system
5
Skills For Customer Care Call Center Customer Service Representative Resume
- Previous Healthcare experience in the financial realm – i.e. Billing/coding, provider credentialing, reconciliation
- Good understanding of using the internet
- Effective user of tools – including knowledge management tools and resources
- 6 months work experience providing service directly to customers
- Highly motivated and energetic while consistently delivering excellent customer service to our customers
- Call Center, CSR, Data Entry and/or typing experience required
- 1 year providing excellent Customer Service
- Experience working in a high volume call center environment
- Provides feedback to management on ways to increase efficiencies and the effectiveness of servicing customer’s needs
6
Skills For Driver Call Center Customer Service Representative Resume
- Maximize opportunities to sell additional or upgraded services to customers as available, while providing a quality customer experience
- Strong phone presence for inbound and outbound call center
- Possess the ability to build strong relationships with internal and external customers and partners
- identifies and escalates priority issues
- A year of customer service experience in any service industry such as retail, food service, hospitality, cashier, etc
- Escalation experience in a call center environment
- Previous experience in a fast pace environment (Such as; retail, food services, or similar apply now!)
- 6+ months of experience in a customer service / call center or healthcare environment
7
Skills For Contact Call Center Customer Service Representative Resume
- Solid job history of at least 2+years at current/latest job and past positions
- EXCELLENT ATTENDANCE RECORD AND PUNCTUALITY
- At least one year of customer service experience, ideally in a call center environment
- Sales experience with senior population
- Call Center phone experience
- General office, call center or service experience
8
Skills For Call Center Customer Service Representative Resume
- Build strong relationships with our brokers, insured’s, and colleagues
- Experience preferably in a call center environment
- Professional customer service experience required
- A demonstrated background in customer service, insurance, retail, sales or a related field
- Demonstrates general knowledge of Windows PC, Microsoft Word and Excel, and Outlook, CIB, Tower, and BSA
- Previous experience in a Call Center is required. (12+ months)
- Experience in a healthcare related Call Center
- Experience in a call center setting
- Provide high level customer service experience
9
Skills For Customer Care Call Center Customer Service Representative Resume
- Preferably contact center or customer service experience
- Identify and escalate priority issues to supervisor when necessary and appropriate
- Very strong Computer and Internet competence
- Demonstrate ability to communicate clearly in both written and oral format Maintain all patient confidentiality
- Resolving or referring billing disputes,
- Troubleshooting wireless internet issues for customers via live chat
- Typing speed of 25 wpm or more
10
Skills For Driver Call Center Customer Service Representative Resume
- Noting customer accounts
- Researching customer problems that couldn't be resolved during initial contact,
- Assessing customer needs for other products and services and cross-selling other bank products
- Answering inbound calls from health care providers to determine the eligibility of claimants in a timely manner
- Reversing fee and finance charges as appropriate and per guidelines,
- Accepting card, check or other orders,
- Acting on lost and stolen credit cards or checks,
List of Typical Responsibilities For a Call Center Customer Service Representative Resume
1
Responsibilities For Customer Care Call Center Customer Service Representative Resume
- Maximizes opportunities to sell additional or upgraded services to customers as available, while providing a quality customer experience
- Demonstrated ability to work independently and to handle multiple responsibilities in a fast-paced environment
- Commit to learning and developing, including a better understanding of products and business lines of The Hartford
- Comfortable with guiding customers through troubleshooting steps
- Documents all call information according to standard operating procedures
- Attain and maintain department performance metrics (such as number of calls per hour, log-in / out times, quality monitoring)
- Retirement Benefits including401(K) matching
- Handle incoming phone calls from field technicians, sales and branch personnel, and customers
- Provide solutions and resolutions to customers who have concerns regarding their reservations and payments
2
Responsibilities For Driver Call Center Customer Service Representative Resume
- Researches required information using available resources
- Updates existing customer information
- Updates existing customer information
- Documents all call information per standard operating procedures
- Be able to diffuse upset customers
- Identify customers' needs, clarify information, research every issue and provide solutions and / or alternatives
3
Responsibilities For Contact Call Center Customer Service Representative Resume
- Seize opportunities to upsell products when they arise
- Keep records of all conversations in our call center database in a comprehensible way
- Meet individual and team goals
- Excellent communications skills, including speaking, listening and writing as well as attention to detail and the ability to follow standard processes and procedures is a requirement
- Metrics and acceptable performance standards are established by management which reserves the right to modify them at any time
- Ensure service delivered to our customers meets Key Performance Indicator (KPIs)
- Placing a high-volume of outbound calls to our valued members to schedule them for their in-home visits with a Physician or a Nurse Practitioner via an auto dialer system
4
Responsibilities For Call Center Customer Service Representative Resume
- Follow communication “scripts” as needed when handling different topics/scenarios
- Manage high volume of outbound calls in a timely manner
- Communicate directly with policyholder/claimant to confirm receipt of text message with link to download self-inspection app; explain app product and processes; resend text message as needed while providing solutions/alternatives
- Execute any necessary subsequent follow-up calls timely
- Meet quality assurance requirements and quantitative targets
- The noise level in this work environment is usually moderate
- Accurately input orders and data into their internal system
- Actively listen and communicate solutions
- Multi-task and make quick decisions
5
Responsibilities For Customer Care Call Center Customer Service Representative Resume
- Proactively follow-up with customers, prospective customers and sales associates via telephone & email
- Communicate customer requests and status information to sales associates
- Manage relationship interactions and information
- Coordinate communications with client to ensure quality service
- Respond to on-line property inquiries from the Internet
6
Responsibilities For Driver Call Center Customer Service Representative Resume
- Serve Real Estate customers through Concierge
- Respond to general consumer Inquiries & complaints
- Process Sales Associate Career Inquiries
- Display a courteous and positive attitude daily
- Follow up promptly on all customer requests for information, quotes, alternative parts and pickup/delivery dates
- Work closely with vendors, credit and sales departments to provide high customer service
- Handle high volume of external inbound customer inquiries, mainly by phone
7
Responsibilities For Contact Call Center Customer Service Representative Resume
- Complete transactions with both expediency and accuracy
- Work in a team environment in order to meet departmental and regulatory standards
- Answer incoming telephone calls from VISA/MC/Discover cardholders and financial institutions while provide desired claim information in an accurate and timely manner
- Serve as the primary central customer service contact for telephone banking products (Customer Service 800 Line and Direct Access 800 line) and internet banking product (CB Connect). Respond to Customer Service emails in a professional and timely manner
- Maintain current knowledge on all products and services, including features, rates, special promotions, etc. When necessary; refer customers and prospects to the appropriate bank associate/branch/department
8
Responsibilities For Call Center Customer Service Representative Resume
- Respond to benefit questions (Short Term Disability, Long Term Disability, Life, Supplemental Life products, Safe Haven) and billing/administrative questions adhering to established compliance and performance processes
- Build rapport and maintain positive relationships with both potential and existing customers, both internal and external, understanding their individual needs, personalizing a solution of value, and creating a memorable customer experience
- Multi-task workloads which can span inbound phone requests, outbound call tasks, mail/email requests, and occasional project assignments - while managing service level targets
- Understand the computer system and be proficient in accessing history and data files on line
- Work day, evening, and weekend hours, with possible shift changes, is required
- Quickly gain knowledge of all assigned products
- Solve problems rapidly
9
Responsibilities For Customer Care Call Center Customer Service Representative Resume
- The Customer Service representative promotes strong customer coordination and attention to detail, by demonstrating a positive temperament and communicating effectively both internally and externally
- Developing, maintaining and demonstrating a basic knowledge of current Bank of the West products and services; maintaining confidentiality when handling customer requests and transactions
- Identifying opportunities for upselling additional banking products by understanding customers’ accounts and connecting the customer with the opportunity and closing the sale
- Taking inbound calls and providing customer service
- Following up with customers to make sure they are happy with their service
- Excellent skills in applied learning, sales orientation, mulit-tasking, developing customer rapport, discovering customer needs, problem solving and responding to customer needs, ability to learn and apply procedures, teamwork, communication, and strong work ethic, to work effectively with teams throughout organization
- Call center customer service experience is required
- US Citizenship Required for government clearance
10
Responsibilities For Driver Call Center Customer Service Representative Resume
- Excellent skills in sales orientation, mulit-tasking, developing customer rapport, discovering customer needs, problem solving and responding to customer needs, ability to learn and apply procedures, teamwork, communication, and strong work ethic, to work effectively with teams throughout organization
- Stay organized and multitask in a fast paced and high pressure environment
- Work with computer software and telephone technology
- U.S. Citizenship Required for government clearance
- Understand health plan benefit programs sufficiently to explain programs to members
- Research questions, identify issues and route system or procedural problems to the supervisor
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