Contact Center Customer Service Resume Sample
Hilbert Turcotte
85830 Stokes Squares,
Phoenix,
AZ
+1 (555) 210 9815
Work Experience
Contact Center Customer Service Associate
06/2016
-
PRESENT
Phoenix, AZ
- Research and provide verification and documentation of client issues and resolution 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
- 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
- Work in a fast paced, high volume, and high pressure environment with a sense of urgency
- Respond to all incoming alarm signals in our automation software according to documented procedures. When deemed appropriate, calls the premise, notifies the authorities, and calls a list of contacts. Logs all information into the automation system immediately
- Answers the multi-line telephone system
- Ensures confidentiality of customer information at all times
Contact Center Customer Service Inbound
11/2012
-
01/2016
Detroit, MI
- Shift work with varying days off, works holidays and weekends
- Work experience Type 35 + words a minute
- A positive attitude of teamwork and continuous improvement
- Research and respond to telephone, written inquiries in a call center environment to ensure timely resolution of issues
- Consistantly provide accurate information to customer inquiries in accordance with company inquiry accuracy standards by organizing and utilizing appropriate tools, resources, internal communications, and training materials
- Educate customers on company products such as eligible IRS expenses, Health Savings Accounts (HSA) investment and pricing options, Flexible Spending Accounts (FSA), Dependent Care, Transportation and claims processing procedures
- Serve as a customer advocate by identifying underlying customer needs and guiding them to appropriate programs and resources
Contact Center Customer Service Supervisor
12/2006
-
09/2012
Philadelphia, PA
- Build rapport by offering information and services beyond the customer’s initial inquiry
- Assist and educate company Health Guides through complex spending account issues
- Demonstrated PC navigation and data entry skills
- Strong problem solving and decisions making skills
- Demonstrated skills as an empathetic and compassionate communicator
- Demonstrated ability to establish and maintain positive interpersonal relationships
- Demonstrated ability to enhance or develop new skills in response to changing expectations
- Consistently provide accurate information to customer inquiries in accordance with company inquiry accuracy standards by organizing and utilizing appropriate tools, resources, internal communications, and training materials
Education
University of Mount Union
2000 - 2005
School's Degree in Health
Professional Skills
- Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success
- Excellent verbal and written communication skills, including strong grammar skills
- Demonstrate strong data entry and typing skills with proficiency in the use of a computer
- Analytical and organizational skills and independent decision making skills
- Experience Prior demonstrated experience working in a Customer service role
- Strong computer skills; ability to operate multiple software applications and perform internet searches
- Position requires excellent interpersonal skills, ability to understand and interpret medical underwriting guidelines and procedures
How to write Contact Center Customer Service Resume
Contact Center Customer Service role is responsible for software, customer, microsoft, organizational, research, database, retail, training, procurement, security.
To write great resume for contact center customer service job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Contact Center Customer Service Resume
The section contact information is important in your contact center customer service 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 Contact Center Customer Service Resume
The section work experience is an essential part of your contact center customer service 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 contact center customer service responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular contact center customer service position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Contact Center Customer Service resume experience can include:
- Strong multitasking skills, with the ability to manage multiple tasks, systems and web pages all in a single session
- Strong problem solving skills, with an attention to detail
- Excellent communication skills, both written, oral and phone etiquette
- Excellent oral and presentation communication skills
- Outstanding listening skills and the ability to probe and schedule customers in to a seminar, home visit or mail them a packet
- Intermediate computer skills including
Education on a Contact Center Customer Service Resume
Make sure to make education a priority on your contact center customer service resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your contact center customer service 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 Contact Center Customer Service Resume
When listing skills on your contact center customer service 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 contact center customer service skills:
- Good presentation skills, including ability to effectively deliver and communicate content
- Demonstrated and effective oral, written and interpersonal communication skills
- Coordinate and execute a high volume of diverse assignments, effectively handling competing priorities while maintaining high attention to detail and quality
- Prior customer interaction experience (banking experience is nice, but not required)
- Strong PC and keyboarding skills and the ability to use Microsoft Office products and auxiliary equipment and software
- Excellent customer focused phone skills to create rapport, adhere to strict call scripting, policy and procedures
List of Typical Experience For a Contact Center Customer Service Resume
1
Experience For Contact Center Customer Service Inbound Resume
- Have strong customer service experience especially phones and a proven ability to meet performance standards
- Creative problem solving, critical thinking and empathy skills are essential
- Monitors, schedules, and manages work flow and priorities, communicating with supervisors/team members as needed to ensure effective teamwork
- Effectively work time sensitive cases in a very fast paced production environment
- Effectively explain errors and coach a learner towards improvement
- The level of effort that the customer experienced in resolving their inquiry
- Experience working within a corporate/professional office environment
2
Experience For Contact Center Customer Service Supervisor Resume
- Handle multiple priorities; shift between job functions i.e.: data entry, handling customer inquiries, etc
- Strong communication and adaptability to multitask is crucial
- Prioritize and handle multiple
- Initially works in a single client /functional environment due to limited knowledge and skill set
- Their satisfaction with the overall experience while they spoke with the associate
- Customer service oriented experience
- Working knowledge of Microsoft Office Suite (Outlook, Word, Excel)
- Acts as mentor to new team members, assuming responsibility for training and orientation and providing guidance and direction for work assignments
- Dispatch service calls using our internal service scheduling application as outlined in our documented dispatch processes
3
Experience For Contact Center Customer Service Representative Resume
- Document cases with detailed notes on the interaction between the Locating agent and the customer and the Locating agent and the service provider
- Well versed and extremely proficient in navigating and searching the internet
- Answers incoming calls and completes outgoing calls as needed
- Calls include answering customer questions and providing comprehensive customer support
- Receive and answer customer questions and resolve customer concerns relating to claims, warranties, and product servicing
4
Experience For Ci-contact Center Customer Service Inbound Resume
- Peer to peer coaching /training
- Limited individual decision making
- Accurately and timely completion of service requests related to contract level transactions, and providing confirmation of contract level information
- Develops relationships with clients and customers by becoming a dedicated resource
- Assists in cross training of new employees in service dispatch
- Customer Service Rep responds to customer, health care professional and client inquiries primarily regarding
- Education on disease management programs and healthy living programs personalized to the customer s medical condition or health improvement goals
- Use online internal and external resources to handle calls while meeting and maintain a 90 call quality score
5
Experience For Contact Center Customer Service Associate Resume
- Responsible for providing client support in the areas of service, maintenance and penetration
- Primary team fielding inbound calls
- Utilize multiple order entry and tracking systems simultaneously
- Responds to member benefits in writing
- Consistently performs established performance metrics, such as quality, production; average handling time AHT and calls per hour CPH
- Successfully meets requirements of nesting audit
- Refers discrepancies in source documents to appropriate person and assists in correcting the document
6
Experience For Contact Center Customer Service Rep-chinese and Resume
- Thorough knowledge of advanced health plan claim processing operations and procedures
- Respond to inbound calls from customers, employees, third parties, and the general public, answer questions, perform basic transactions, resolve minor complaints, source and provide account data, and place follow up calls to ensure resolution; document call activities according to established procedures
- Escalate issues and engage product service teams as required, follow up to ensure resolution
- Accurately process customer teller transactions | Help customers meet financial goals
- Provide valuable in-person services within the insurance industry
- Adhere to security and compliance procedures for protection of corporate assets
7
Experience For Temporary Contact Center Customer Service Associate Resume
- Eligibility to receive benefits associated with their individual or company sponsored health insurance plan
- Understanding of payments and claims related to office and hospital visits and medical and dental procedures, and thoroughly explaining how customer benefits are applied to costs associated with these visits and procedures
- Education on disease management programs and healthy living programs personalized to the customer’s medical condition or health improvement goals
- Actively listens to customers, probes for clarification, and provides consultative guidance based upon customers individual health needs
- Handle a large volume of calls
- Limited policy coverage and insurance regulation knowledge
- Simple and straight forward individual claim authorization
- Researches and analyzes issues in order to ensure successful outcomes and or resolution
8
Experience For Contact Center Customer Service Manager Resume
- Contract level service requests include initial contract applications, billings, purchases, transfers, redemptions, claims, and other financial and non-financial transactions and elections available
- Receives requests primarily by telephone some via mail regarding Medicare Advantage Plans
- Enter and track all leads in the contact management system
- Exercise independent judgement within established company guidelines
- Answers incoming calls from customers and company employees requiring equipment services efficiently and in a polite manner, records related data accurately, timely and efficiently
- Serves as a direct liaison between customers and technicians
- Accurately, timely and efficiently dispatches service calls to company employees, internal service technicians and/or third party service agents using the company-s desired method
9
Experience For Digital Print Contact Center Customer Service Processor Resume
- Maintains a list of "open service calls" and reviews with appropriate technicians
- Informs supervisor of customer complaints and any service tech related issues as needed
- Acts as a liaison between our customers and our operations when there are service quality complaints
- Serves as a back-up to other Call Center positions as required
- Customer Service Advocate respond to complex inquiries regarding benefits, billing, eligibility, coverage and other related information and provide solutions for customers, clients and health care professional via phone and email
- To educate and provide accurate responses to customer inquiries is crucial for success in the role, along with the innate ability to be compassionate and empathetic when appropriate when handling complex customer inquiries
- Customer Service Advocates are measured on
10
Experience For Contact Center Customer Service Rep Resume
- Be an advocate for the customer
- Manages associates daily adherence to schedules to ensure efficiencies of the department through effective leadership and monitoring of Contact Center tools and reports
- Oversees and supports a culture of excellent execution with performance management in the department through effective planning, documentation, and assessments for all associates
- Assists in selection, training and development of staff
- Coordinates best practice guidelines with current knowledge of multiple state and federal lending/deposit laws and regulations, and bank policy
- Serves as the subject matter expert for the Contact Center in all areas of responsibility
- Risk management; maintain safety and security of client information by fostering Red Flag Alertness among all associates and creating and managing a satisfactory system of internal control in the department
List of Typical Skills For a Contact Center Customer Service Resume
1
Skills For Contact Center Customer Service Inbound Resume
- Solid written and verbal communication skills are necessary
- Possesses strong work ethic and organizational skills
- Proficiency with Microsoft Outlook, Microsoft Word and Microsoft Excel, fax machines, scanning and basic computer skills
- Advanced problem-solving skills and ability to handle complex customer issues
- Related experience and/or training, or equivalent combination of education and experience
2
Skills For Contact Center Customer Service Supervisor Resume
- Exceptional interpersonal; relationship building skills; ability to engage and inspire
- Computer Skills: Ability to learn or knowledge of Microsoft Office products including Microsoft Outlook, Word, Excel, Access and PowerPoint
- Effectively communicate with employees and staff
- Experience in a customer service-related position; or equivalent combination of education and experience
- Initiative, judgment and adaptability skills
- 6 months customer service experience OR 6 months experience in an office environment
- Work effectively with other internal teams and associates
- Experience providing customer service and transaction processing support
- Maintain confidentiality and use good judgment in making independent decisions
3
Skills For Contact Center Customer Service Representative Resume
- Experience in a Digital Copy & Print or Manufacturing environment
- Strong comfort level using Windows and Outlook
- Experience working with various lines of business, i.e. CDHP, Medicare, Wellness, and Disease Management
- Some experience with multiline telephones and online noting systems
- Provide excellent customer service to all internal/external customers whether through via phone, live chat, or email depending on the needs of the business
- Related experience successfully demonstrating increasingly higher level work
- Experienced in delivering friendly service and personalized attention to all customers
- Develops broad understanding of products, services, policies, procedures, regulations and laws for effective service delivery
- Address/resolve complaints, inquiries and service issues in a professional and effective manner
4
Skills For Ci-contact Center Customer Service Inbound Resume
- Customer service experience in any industry
- Entry level role (1+ year of customer service experience)
- Call center experience is helpful BUT it is not required
- Proven ability to learn quickly and adapt to change
- Work history which demonstrates personal growth and aptitude for advancement
- Experience in a Customer Service or Office Administration Role
5
Skills For Contact Center Customer Service Associate Resume
- Experience in a Call Center or other high-volume service center
- At least six months customer service experience required
- Effective oral and written communication competency
- Retail experience is also acceptable
- One to three (1-3) years of successful customer service experience, in the health and/or insurance industry
- Setting an appointment for a customer to attend a seminar or sending the customer an enrollment packet
- Contribute to achieving goals by recommending products and services that meet customer needs
- Promote company by providing superior customer service and inviting referrals
6
Skills For Contact Center Customer Service Rep-chinese and Resume
- Ensures high quality and consistency to customers by processing and servicing
- Handle inbound calls that do not wish to enroll by phone with the goal of setting an in-home meeting with a local employed agent at a specific date and time
- Proficiency in managing multiple tasks
- Spend approximately 90 of the scheduled time on the phone according to business needs and sit for long periods of time with scheduled breaks
- Maintain the customer’s perspective as a driving force behind activities
- Customer Service, call center (contact center) or consumer banking (Required)
- Customer Service, call center, or consumer banking (Required)
- Read and interpret documents such as company policies, company values, company procedure manuals, and company operating and maintenance instructions
- Manage problems involving several concrete variables in standardized situations
7
Skills For Temporary Contact Center Customer Service Associate Resume
- Customer Service, call center or consumer banking. (Required)
- We offer Paid Training; Medical, Dental and Vision Insurance options; 401K; Development and Career Growth—we have a lot to offer at Commerce Bank!
- Access, navigate, obtain and edit data in various systems, depending on product or affiliate
- Identify cross selling opportunities, provide product information to customer accordingly or refer to the appropriate department
- Customer Service Associates answer a variety of customer inquiries pertaining to supplemental products & services
- Thorough technical knowledge of manual and automated eligibility
- Meet deadlines in fast-paced environment
- Work independently and be reliable
- Talk to a caller and research and/or type documentation of the conversation at the same time
8
Skills For Contact Center Customer Service Manager Resume
- Diploma or GED Required
- Bilingual - Spanish/English, Written and Verbal communication
- Brand new suite of benefits including Medical, Dental, Vision, Life Insurance, Short and Long-Term Disability, FSA, HSA, Legal Services, 401(k) with company match and more!
- New, higher compensation structure
- An environment like no other!
- Ability in a fast paced environment and ability work well with others
- Customer service
- 3/31/2018 Temp to Hire!!!!
9
Skills For Digital Print Contact Center Customer Service Processor Resume
- 10/23/2017 - 1/20/2018 - TEMP TO PERM
- 10/16/2017 - 03/31/2018 (possibility of contract extension or direct hire BASED ON PERFORMANCE)
- 11/13/2017 - 03/30/2018 (Possible Temp to Hire) LOOKING TO INTERVIEW NEXT WEEK
- 11/27/2017 - 2/27/2018 Temp To Perm
- Handle 100+ inbound and outbound calls per shift
- Basic knowledge in MS Word, Excel and Outlook
- Computer – proficient in relevant computer applications
10
Skills For Contact Center Customer Service Rep Resume
- Work successfully in a team environment or individually
- The ability to learn and understand insurance related procedures, terminology and products
- The ability to assess customer needs and appropriately resolve issues
- Familiarity with performance requirements – Voice of the Customer, Quality, Schedule Adherence, etc
- Certificates, Licenses, Registrations: No specific certifications, licensure or registrations are needed to satisfactorily perform this job
- Handle high volume of inbound calls from consumers/end users
- Fluent Spanish desirable – able to translate healthcare terminology
- Proficiency in Microsoft Office applications and other web-based software applications
List of Typical Responsibilities For a Contact Center Customer Service Resume
1
Responsibilities For Contact Center Customer Service Inbound Resume
- Use computerized system for tracking, information gathering and/or trouble shooting the items raised by the client/customer
- Is responsible for formal and informal training and cross training of department associates
- Helps develop training materials and procedure communications in conjunction with Manager and Training Team
- Directs workflow of service associates, encouraging high levels of productivity, tracks and reports metrics (service levels and error rates)
- Implementation and testing of disaster recovery capabilities
- Reviews, documents and makes suggestions for improving current processes and procedures
- Resolves problems and takes escalation calls as needed
2
Responsibilities For Contact Center Customer Service Supervisor Resume
- Communicates changes and builds commitment and engagement with associate
- Facilitates communication between the Contact Center and other business units
- Monitors incentive payouts compared to production
- For providing front line, direct contact with clients and customers by placing telephone calls, however mail, express delivery, fax and other electronic methods (e-mail) are also possible means of communication
- Recognizes consistent problem areas and reports to higher level for action. Seeks to retain account and/or suggest and encourage use of other services and products
- Follow standard procedures and policies with more senior levels using greater latitude and judgment in responding to customers
- Responds in a timely manner
3
Responsibilities For Contact Center Customer Service Representative Resume
- Customer Service Rep responds to customer, health care professional and client inquiries
- Direct feedback from customer and health care professionals via post call surveys, which include
- The ability of the customer service associate to resolve their inquiry
- Internal quality assessments that measure how accurately and efficiently the customer service associate responded to the inquiries
- Customer focused a genuine desire to help people
- Professional and tactful able to respond to and calm a situation
- All calls are recorded. CSR’s are scheduled for eight hour shifts with two fifteen-minute breaks and a thirty-minute lunch
4
Responsibilities For Ci-contact Center Customer Service Inbound Resume
- Responds to complex inquiries, solving non-routine problems using independent judgment and discretion, and ensuring client satisfaction with products and service
- Makes on-site presentations to existing and prospective clients to educate, inform
- Coordinates with account manager to ensure needs are met and potential problems are averted
- Keeps account manager informed of account status and opportunities for expanded business
- Willingness to go above and beyond for customers
- Ensures productivity, revenue generation, and quality levels are met in order to meet and exceed customer and Luxottica
- Monitor COA email queue, and distribute to appropriate team member
- Answer phones, monitor emails, respond to store inquiries, and/or accept and transfer correspondence to appropriate parties; Follow up with Partners/Customers over inquiries, order change requests, etc
- Guide and educate Store Associates and Sales Team members on order entry guidelines, and specifically where to find the appropriate assistance/training
5
Responsibilities For Contact Center Customer Service Associate Resume
- Coordinate service for customers using various providers to resolve the customers' concerns
- Settle claims according to insurance policy provisions
- Coordinate with immediate supervisor or other personnel as needed to resolve claims and issues not of routine nature
- Successfully exceed Associate level responsibilities
- Interpret the various health plans and any documentation associated with them
- Quickly meet and exceed Senior processor level responsibilities,
6
Responsibilities For Contact Center Customer Service Rep-chinese and Resume
- Lead and motivate staff and act as supervisor when/if the supervisor/manager are not around
- Makes recommendations to management for improvements in work processes and task documentation
- Updates task documentation under the direction of the supervisor or manager
- Uses AIR web application to monitor participant compliance with court ordered terms in real-time
- Maintains contact with participants (primarily via phone) regarding compliance with responsibilities and requirements set forth by the Supervisor and/or the court
- Makes appropriate activity notations to participant profiles within the AIR web application
7
Responsibilities For Temporary Contact Center Customer Service Associate Resume
- Explains the expectations of conditional release to participants, such as proper maintenance of monitoring device(s), various restrictions, and required attendances
- Consults with Supervisors and Sector Specialists regarding programs and services for the client. Analytical - Uses intuition and experience to complement data
- Mail or route forms and documentation to units for processing
- Provides Level 1 customer support to supervisors and participants
- Interviews participants via phone to collect and compile information on social, educational, criminal, and institutional or substance abuse activity and history
- Work front lines of customer service to generate positive first impression
- Handle inbound and outbound calls from/to providers
8
Responsibilities For Contact Center Customer Service Manager Resume
- Respond to inquiries from claim managers and providers
- Scan/Fax/email information to and from providers and other resources as appropriate
- Manage all tasks and mail within the process timeframes
- Work front lines of customer service to generate positive first impression Handle inbound and outbound calls from/to providers
- Enthusiastic, aggressive, go-getter
- Conducts unit meetings
- Familiar with products
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