Call Center Rep Resume Sample
Janet Graham
62412 Kristin Hollow,
San Francisco,
CA
+1 (555) 327 4180
Work Experience
Call Center Rep Inbound Senior
02/2018
-
PRESENT
Philadelphia, PA
- Resolve customer issues in professional & timely manner and multitask through multiple computer systems while talking on the phone
- Promote and educate customers on using the company website to obtain invoices, tracking information, place orders, and find price and availability
- Identify and capture customer feedback, offer proactive solutions, and provide punctual follow up
- Document all complaints, maintain thorough documentation of all customer conversations, report unusual or escalated service issues, and eliminate backorder situations
- Maximize customer satisfaction without compromising the company's integrity
- Achieve excellent call center metrics
- One year contract assignment
- Demonstrates customer excellence in answering incoming phones and retrieval of voicemail messages
Call Center Rep
11/2014
-
10/2017
New York, NY
- Refer clients to the appropriate sales source for sale closure
- Adhere to established policies and procedures related to servicing, sales, regulatory compliance, quality, and sales client contact strategy
- Refers services and products to include Xpress phone, on-line banking, e-statements, ODP’s
- Basic knowledge of bank products to include deposit products such as checking, savings, money market, CD’s, on-line banking, VISA check cards; and lending products such as consumer/heloc/mortgage products. Promotes Tell-A-Friend
- Excellent interpersonal and communication skills (e.g. ability to provide and receive constructive feedback, seeks constructive approaches to resolving workplace issues)
- Maintain thorough knowledge and understanding of Key Bank’s products and services Effectively educate clients on the features and benefits of Key’s products and services
- Troubleshoot technical errors, diagnose internet connectivity and translate complex resolutions for hardware and software systems
- Assist clients with importing, exporting and mapping data files for formatting into Microsoft applications (Word, Excel, Quicken etc.)
- Responsible for interpreting and translating complex technical procedures and terms in a client centric language that includes web browsers and operating systems
Call Center Rep Inbound Assoc
02/2009
-
08/2014
Houston, TX
- Client services experience required
- Work in a fast paced, high volume, and high pressure environment with a sense of urgency
- Interacts with multiple departments, e.g., Resource Management, I.S., Provider Relations, Utilization Management, Claims, and Eligibility to provide resolution to patient and health plan/vendor inquiries. Supports positive internal relations and communication across all areas
- Listens and responds effectively to internal and external customer questions resolving issues to the satisfaction of others. Demonstrate respect for all customers. Provide follow-up in a timely manner
- Ensure assigned reports are reviewed timely and accurately and all follow-up occurs as needed
- Listen and communicate with Branches in order to
- Identify, research and develop new and improved Operational procedures
- Routinely travel to assigned branches and perform training, support or pre-audit functions. As needed, provide ongoing support to Customer Service Managers
- Answers incoming ACD calls and responds to each call in an efficient, effective, and professional manner. 50%
Education
University of Phoenix - Wichita Campus
2004 - 2008
School's Degree in Business
Professional Skills
- Strong organizational and prioritization skills are required along with outstanding customer service skills
- Demonstrate excellent customer service and marketing skills in all interactions with new and existing patients, referring physicians, faculty and staff
- Proficient clerical skills including proper telephone technique, typing, computer and data entry skills, as well as, reasonable knowledge of MS Word products
- Able to work well in a team setting, demonstrate excellent customer service and communication skills, and the ability to work well with others
- Demonstrated excellent verbal and written skills
- Outstanding customer service skills with one to two years’ experience in a health care setting, scheduling patient appointments
- Organized a self-starter and motivated with strong problem solving skills
How to write Call Center Rep Resume
Call Center Rep role is responsible for customer, computer, telephone, health, basic, communications, interpersonal, software, insurance, clerical.
To write great resume for call center rep job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Call Center Rep Resume
The section contact information is important in your call center rep 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 Rep Resume
The section work experience is an essential part of your call center rep 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 rep 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 rep position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Call Center Rep resume experience can include:
- Looking for solid multitasking skills, with ability to navigate through multiple computer screens
- Experience, with least 12 months customer contact experience or experience working in a clinic
- Proven communication, negotiation and decision-making skills
- Strong customer service skills including the ability to resolve challenges
- Multi-task, well organized, and good time management skills
- Effective verbal and written communications skills with the ability to ask the appropriate questions and handle difficult/stressful situations as necessary
Education on a Call Center Rep Resume
Make sure to make education a priority on your call center rep 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 rep 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 Rep Resume
When listing skills on your call center rep 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 rep skills:
- Excellent verbal and communication skills. Exceptional interpersonal communication skills
- Demonstrates good customer service telephone skills
- Demonstrate good keyboard skills
- Solid computer navigation and typing skills
- Good computer navigation/keyboarding skills
- Demonstrate critical thinking skills and facilitate dialog to understand the guest’s concerns and provide appropriate solutions
List of Typical Experience For a Call Center Rep Resume
1
Experience For Call Center Rep Assoc Resume
- Any prior experience working with dual monitors
- Possess a solid understanding of online, mobile and tablet platforms and can successfully guide customers through their application or transaction
- Experience working in a fast paced, customer driven environment
- Primary responsibilities include triaging patient calls, reviewing in-basket continually and scheduling appointments as directed
- Responsible for maintaining knowledge of all providers scheduling attributes, facility locations and facility personnel
2
Experience For Call Center Rep Inbound Assoc Resume
- Maintain knowledge of and perform efficient scheduling and messaging functions
- Processes basic maintenance transactions and guides customers to financial solutions making banking convenient and simple
- Cash reconciliation - collecting payments and balancing at the end of shift
- Responsible for knowledge of insurance FSC’s and verifying eligibility
- Provides member eligibility and referral status information to customers adhering to HIPAA guidelines
- Speaks with clients regarding service request or problems; documents, evaluates and resolves customer’s inquiries
- Assist in routing VOE, SSV, and VOS
- Utilizes tools including PeopleSoft, Remedy, OnBase, Kronos and MyAllina. Also enters data transactions
- Displays etiquette, knowledge, and solutions when servicing customers
3
Experience For Call Center Rep Inbound Senior Resume
- Identifies cross sales opportunities; cross sells products and services, retains maturing accounts, and solicits referral business
- Assistance with hiring process new call center rep associates
- Respond to high volume inbound calls while compassionately handling questions/concerns
- Receive incoming calls, email, and web requests from a variety of geographically located facilities in a professional, patient, and knowledgeable manner
- Participate in on-site training opportunities as offered
- Follow up on calls where necessary
- Accountable for individual performance metrics , schedule adherence and appropriate use of telephone techniques
- Takes messages that are thorough, complete and understandable using task templates. Responsible for using available resources to obtain first call resolution, determine appropriate escalation. 35%
- Maintains compliance with all standards, controls, policies and practices as an active participant in the Company’s Information Privacy and Security Program
4
Experience For Subrogation Call Center Rep Resume
- Function w/in a team based environment, and actively participate in achieving team goals. Meets/exceeds department standards for signed-in, schedule compliance, and average call handle time standards
- Speaks with agents regarding service request or problems; documents, evaluates and resolves customer’s inquiries
- Assists employees in the navigation of self-service applications
- Responds to additional inquiries made through email, fax, Web site, and US mail
- Negotiates account renewal to retain and expand customer relationship
- Consistently achieves productivity and service key performance metrics
5
Experience For Call Center Rep Associate / Intermediate Resume
- Ensures adherence to BankonCIT policies and standards on every transaction
- Schedule new and return patient clinic visits, diagnostic services and ambulatory procedures for patients
- Master and employ the Company’s Consultative Sales Process as it relates to telephone engagement
- Provide customer service to patients and referring providers, through the facilitation of various call center functions including phone triage, maintenance of clinic schedules and appointments, and health record management
- Primary responsibilities of the Provider/Member Call Center Representative include servicing customer’s by determining requirements, answering inquiries, resolving problems fulfilling callers request; maintaining database. (This includes accurate and timely documentation and follow up as needed.)
6
Experience For Provider Call Center Rep Resume
- Notifies customers of non-emergency signals
- Knowledge of and familiarity with Computers and Microsoft Office applications, and Internet
- Background in sales, education, customer service, collections, or similar
- Provide incoming callers park information regarding Six Flags Over Georgia, Six Flags White Water, including but not limited to pricing, park hours, directions, special events, promotional discounts, Relay calls (hearing impaired guests), etc.
- Reports to the Call Center Supervisor
- Answer incoming telephone inquires, determine the needs of the caller, and minimize the caller’s time and effort in resolving their concern, with prompt and extraordinary service
- Basic knowledge of bank products to include deposit products such as checking, savings, money market, CD’s, online banking products, debit cards; and lending products such as consumer loans and HELOCs
- Refer services and products to include sweeps, AFTs, telephone banking, online banking products, ODP’s. Promote Tell-A-Friend
7
Experience For Financial Consultant Santander Investments Direct Call Center Rep Resume
- Assess situations, apply sound judgment and negotiation skills and work within established policies and procedures to efficiently resolve customers’ needs and issues
- Actively participate in sales and service meetings. Demonstrate a willingness to change by applying suggested improvement methods to daily interactions with customers
- Take incoming calls and provide service to customers using ICLE’s website and databases, including answering questions, providing product and policy training, resolving issues, taking product orders, providing standard customer reports, and handling routine technical support
- Takes initiative to stay abreast of changes, additions, and modifications to the website and web products, as well as known technical issues, works to resolve technical concerns to customer’s satisfaction or refer them to proper source
- Answering the phone and triaging calls to the nurse; determining the urgency of the call
- Handling prescription refill requests for patients
- Initiate, respond too and monitor In Basket communications in MiChart
- Process, respond to, and monitor In Basket communications in MiChart
8
Experience For Call Center Rep-columbus Clini Resume
- Triage Walk-in patients’ needs and address as appropriate
- Assist customers by providing support for how to use ICLE’s website and web-based products across multiple devices. Includes investigating and resolving issues
- Routinely solicit customer feedback regarding their preferences, questions, technical challenges, complaints, etc. Train customers on how to use ICLE’s website, web-based products, and basic web technology. Can include both verbal and written instruction
- Provide ITS front-line support to resolve clients' information technology problems and issues
- Provides expertise in the completion of complex Call Center functions, including detailed scheduling associated with new patients and/or scheduling patients across many locations, departments and provider specialties including, but not limited to: Orthotists, Prosthetists, Pedorthists, Fitters, and PM&R physician appointments
- Educates and informs the customer via multiple communication channels about documentation required to process a claim, required time frames, payment information, and claim status
9
Experience For Operations Support Call Center Rep-nd Shift Resume
- Enters verbal and written application information that meets both the internal and external customer’s requirements accurately into the claims management system
- Any prior call center experience
- Excellent attendance and punctuality is essential
- Set schedules / set break times & lunches
- Provide accurate and timely client work orders which result in highly satisfied customers
10
Experience For Customer Service Call Center Rep Resume
- Finds solutions to customer problems and assumes a high level of ownership for customer satisfaction
- Task and project oriented ability to meet short deadlines, and support other account operations as assigned
- Team player-ability to share and communicate ideas within the team and throughout the Portfolio
- Be able to quickly adapt to change and be comfortable in a structured environment
- In a Customer Service environment or Call center capacity
- Provide exceptional communication and customer service as the main door to/from Facilities and Operations and the campus community as evidenced by the ability to develop rapport with customers, gather necessary information and facilitate information to ensure issues are addressed
- Answer inquiries related to issues, concerns, problems and repairs to facilities, University housing and grounds services at the University of Michigan
- Excellent teamwork skills are necessary, including the ability to communicate effectively with team members on other shifts, as well as your own shift, in our 24 / 7 365 day operation
List of Typical Skills For a Call Center Rep Resume
1
Skills For Call Center Rep Assoc Resume
- Excellent listening skills and ability to articulate ideas
- Excellent patient relation, eloquent communication and customer services skills
- Advanced interpersonal skills. Proven ability to interact successfully with internal/external customers
- Demonstrated excellence in communication skills, both oral and written
- Strong data entry skills with a focus on details and accuracy
- Excellent organizational skills and the ability to multitask and appropriately prio9ritize responsibilities
- Looking for solid multitasking skill set, with ability to navigate through multiple computer screens
- Utilize written communication skills accurately/appropriately when composing telephone encounters in MiChart, email communications and internal messaging
2
Skills For Call Center Rep Inbound Assoc Resume
- Experience customer service experience in business/office like setting
- At least 12 months UMHS customer contact experience or experience working in a clinic
- Basic clerical tasks that require proper telephone technique, basic typing, computer and data entry skills
- Proven administrative/clerical experience requiring great attention to detail
- Body motor skills sufficient to enable the incumbent to move from one office location to another
- Communication/Telephone Skills-adheres to established telephone guidelines
3
Skills For Call Center Rep Inbound Senior Resume
- Customer service required/capable telephone skills
- PC Knowledge required - data entry skills
- Prior outbound sales experience, but not required
- Prior call center experience , but not required
- At least one year of prior supervisory experience
- Demonstrate a strong knowledge of customer service principles and practices
4
Skills For Subrogation Call Center Rep Resume
- Communicate effectively in ways that enhance productivity and build respectful relationships
- ?Ability to manage stress effectively
- Experience working within a large, complex health care setting, scheduling patient appointments
- Experience working in a complex health care setting, scheduling patient appointments
- Demonstrated competency with call center’s call processing, scheduling, and information retrieval systems and applications
- Provide a positive experience by listening and engaging with guest inquiries and issues
- Experience meeting customer service or customer satisfaction goals
5
Skills For Call Center Rep Associate / Intermediate Resume
- Experience in customer service setting
- HR experience in any of the following: Health and Welfare Benefits, payroll or Leave of Absence
- Improves positive patient satisfaction outcomes by assuring that all quality measures are met in regards to our patients’ experience
- Demonstrated ability to learn quickly and willingness to obtain functional knowledge and understanding of company products
- Medical terminology training and experience in medical or insurance field
- Experience working in a Multidisciplinary Surgical Clinic
- Previous experience working with MiChart
- Previous clerical/medical records experience in an outpatient clinical setting is necessary
6
Skills For Provider Call Center Rep Resume
- Previous cold-calling experience
- Experience working in a professional office environment
- Follow bank established guidelines regarding customer service and delivers excellent customer service in accordance with Valley’s mission statement
- Strong knowledge of BankonCIT's products and services leading to appropriate solution recommendations
- Demonstrate service excellence in answering all calls
- At least 2 years' experience in a Call Center role
- 1-3 years client services and sales experience required
7
Skills For Financial Consultant Santander Investments Direct Call Center Rep Resume
- 2 +years of experience
- Specific related industry or product experience
- Knowledge of and experience with customer relationship management (CRM) software such as Maximo, Corrigo, Groupwise
- Experience in insurance or healthcare industry
- Customer Service experience in a high call volume atmosphere
- Reasonable clerical experience, including familiarity with MS Word and Excel
- Considers factors related to safety, effectiveness, cost and impact on daily operations
- Excellent attendance and punctuality are essential
8
Skills For Call Center Rep-columbus Clini Resume
- Provide effective communication with team members, other departments and outside hospitals/physicians to ensure seamless processes
- Demonstrated excellence in customer service delivery
- Displays professional interaction with all levels of internal and external patients/customers as demonstrated by work history and interview process
- Has excellent attendance
- Previous experience in customer service, Call Center, human services, or health care related field required
- One year of customer service experience, preferably in a call center environment
9
Skills For Operations Support Call Center Rep-nd Shift Resume
- General computer knowledge and previous phone experience is helpful
- Excellent medical knowledge as it relates to patient coordination of care with the Physician
- One (1) year previous customer service and/or call center experience in a managed care
- Previous data entry work experience and front office medical
- Answering member questions and inquiries regarding insurance coverage or deductibles/co-pays
- Answering telephone call inquiries and promoting an organization's products and services
- Scheduling diagnostic testing appointments and consultations for patients
- Resolving insurance issues and/or service issues in accordance to healthcare plan
- Understanding of managed care plans
10
Skills For Customer Service Call Center Rep Resume
- Manages OnBase Fax Queue by indexing incoming forms for processing
- Light to moderate lifting (10-20 lbs.) and carrying of supplies, files, etc
- Schedule follow-up appointment using Physician Group Systems for patients without a Primary Care Physician according to discharge instructions
- Facilitates translation services for non-English speaking callers according to procedures
- Responsible for acting as back up to the referral coordinator during absences
- Knowledge of the various operating systems available and compatible with Online Banking; Windows, IOS
- Tracks incoming calls and documents through call tracking system (Remedy/ Access Request)
List of Typical Responsibilities For a Call Center Rep Resume
1
Responsibilities For Call Center Rep Assoc Resume
- Strong passion for delivery a great guest experience
- Experience working within a large and complex health care setting, scheduling patient appointments
- Demonstrated competency to cross cover roles and side work
- Proven ability to work courteously with the public
- Call center, retail or customer service experience
- Two or more years of complex Call Center experience
- Call center experience
2
Responsibilities For Call Center Rep Inbound Assoc Resume
- Customer service and / or account representative experience
- Knowledge and experience with ICLE products and services
- Experience in a call center environment
- 1-3 years' experience in a call center environment
- Customer Service/ Call center experience
- Some office experience is necessary
3
Responsibilities For Call Center Rep Inbound Senior Resume
- Previous experience in call center and/or with Aspect Phone System
- Make outbound calls, following a standard script, regarding past due accounts
- Responsible for printing and mailing monthly renewal notices for all online products, supports other business processes as needed
- Participate in ongoing ICLE training
- Occasionally attend ICLE events which include early morning or late evening travel
- Proficient working knowledge of Microsoft Word and Excel
- Functional knowledge of the Windows operating environment
- Answer calls using multi-line switchboard/phone system. Assist customers on the phone/chat/in-person by providing requested /necessary service or information and/or directing calls to appropriate department or person
4
Responsibilities For Subrogation Call Center Rep Resume
- Resolve customer service inquiries with on-call resolution or one-call follow-up. Gather information, evaluate opinions and offer the best solutions. Provide advanced troubleshooting to customers outside of a scripted environment
- Work with multiple systems and applications, and analyze and resolve a variety of complex technical issues, while navigating in a technical environment. Assist customer by helping to fix technical issues while providing a fantastic and positive customer experience
- Proficient in the operation and use of IOS, Smartphone, Tablet, PC or Mac technology; PC software applications such as Windows, MS Internet Explorer, and Internet technology
- Input customer Harland check order requests; update customer information when requested; complete customer research as requested; and process Debit Card disputes and requests. Work with IVR customers to reset PINS and resolve Phone Banking issues
- Maintain open communication with supervisor through sharing and accepting suggestions and ideas. Promote team efforts in all areas. Assist in management of a shared departmental inbox by processing requests received in a timely manner. Adjustments to change are made as necessary while maintaining a positive attitude
- Provides customer support by phone, email or instant message to business customers. Serves as primary contact for inbound customer issues. Escalates more technical product-related issues to proper Product Support department
- Respond positively to change, showing a willingness to learn new ways to accomplish work
- Friendly, warm, articulate telephone manner with a clear, well-modulated speaking voice
5
Responsibilities For Call Center Rep Associate / Intermediate Resume
- Utilize standard procedures and scripting to respond to high volume telephone inquiries
- Appointment, test, and order scheduling
- Respond to inquiries concerning department programs, services and activities
- Obtain customer information including names and addresses
- Answer telephone calls from potential customers who are responding to advertisements
- Acts as the primary first point of contact for Leave of Absence In-Take, general Leave of Absence questions and claims problem solving triage
- Compile and send appropriate materials, kits, forms, etc. to Allina employees, managers and HR departments, updating the system as necessary
6
Responsibilities For Provider Call Center Rep Resume
- Responds to a high volume of telephone inquiries following UMHS and departmental scripts and procedures
- Confirms Referring Provider and/or Primary Care Physician information
- Coordinate all aspects of the return visits to exceed the expectations of our patients/families, and referring physicians
- Primarily responsible for all incoming phone coverage for the department
- Provide information and support to referring physicians and patients
- Route calls to appropriate staff and document all requests and inquiries according to department standards
- Exhibit professional and positive image when interacting with patients, faculty and staff
- Intermediate competency with desktop software, such as Microsoft word and Excel and an accurate typing speed of 50 wpm
7
Responsibilities For Financial Consultant Santander Investments Direct Call Center Rep Resume
- Follow triage protocol when handling phones calls
- Actively participate in the Allergy Joy and Fulfillment initiative; respond positively to change, showing a willingness to learn new ways to accomplish work
- Coordinate all aspects of the new patient and return visits to exceed the expectations of our patients/families, and referring physicians
- Answer incoming phone lines
- Answers questions and provides customer education regarding products/services
- Documents calls in computerized record keeping system
- Solicit customer feedback regarding their needs, preferences, questions, technical challenges, complaints, etc
- Document interactions, report trends, and contribute to ongoing internal communication related to customer habits
- Assist with achieving Institute targets for product sales and renewals
8
Responsibilities For Call Center Rep-columbus Clini Resume
- Make outbound cold calls regarding product renewals and product satisfaction
- Make outbound calls regarding notifications or problems with a product or to gather customer demographic information
- Run queries before printing notices to resolve issues with customer accounts
- Respond to client inquiries regarding enrollment, coverage, etc
- Provide creative resolutions for handling escalated guest issues related to merchandise orders
9
Responsibilities For Operations Support Call Center Rep-nd Shift Resume
- Obtains faxed prescriptions that can be used for billing purposes
- Spanish speaking bi-lingual candidates
- Knowledge of the various browsers used/compatible with Online Banking; Internet Explorer, Safari
- Knowledge of Mobile/Tablet devices and associated Operating Systems; Android/IOS
- An ambulatory care clinical setting
- Creative and logical problem solving
- Management that provides quality training and direction
- Process all incoming telephone calls to the system which requires knowledge of all departments, services, physicians and key staff within the system
- The ability to speak to and hear customers and/or other employees both telephone calling and in person
10
Responsibilities For Customer Service Call Center Rep Resume
- Processes a high volume of customer inquiries of FIS products and services and resolves a targeted percentage of those inquiries
- Troubleshoots customer problems, identifies the root cause of the problem and uses tools and resources appropriately to determine how to resolve customer problems
- Follow nurse triage protocol when handling phones calls
- Utilize/master functions of Aspect telephone system
- Strive to meet UMHS call center targets
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