Contact Center Representative Resume Sample
Fannie Fay
2379 Mertz Circles,
Dallas,
TX
+1 (555) 267 9742
Work Experience
Senior Member Contact Center Representative
08/2017
-
PRESENT
Boston, MA
- Member benefits and eligibility related to the HMO, EPO/PPO, Medicare and Medicaid, CHP and
- Resolve issues with respect to benefits and eligibility by researching documentation, system information or gaining knowledge from other employees, management or departments
- Interact with customers, document call specifics and demonstrate quality program behaviors to create an outstanding relationship with each caller
- Respond to member correspondence/email in writing utilizing an existing system to effectively respond to members
- Conduct orientation to new members by providing an overview of the Information and pertaining administrative policy
- Understand and explain all MEFCU products and services, identify members’ needs, and cross sell appropriate products. Provide members with quality service and accurately process routine transactions in a timely manner
- Support MEFCU’s mission and goals through participation in the sales and service program
Contact Center Representative
03/2014
-
07/2017
Houston, TX
- Identify member’s needs and make appropriate referrals
- Support MEFCU’s service goals
- Assist customers with retail bank product information
- Cross-sell bank products and services ensuring recommended products are a match to the needs of the customer. Make referrals to other business units. Meet/exceed referral goals
- Make outbound customer calls to recommend and sell products and services that meet the customer’s needs and enhance their banking portfolio
- Understand and maintain a thorough knowledge of HomeStreet Bank products, policies and procedures and a general understanding of federal and state regulations which govern institutions
- Understand and maintain a thorough knowledge of HomeStreet Bank products, policies and procedures and a general understanding of federal and state regulations which govern institutions. Adheres to operational controls, including legal, corporate and regulatory procedures, to ensure the safety, security, and confidentiality of customer and bank information
BB Contact Center Representative
09/2011
-
10/2013
New York, NY
- Look for opportunities to introduce products and services that match customers’ needs
- Demonstrates/models the Network’s Service Excellence Standards of Performance in interactions with all customers (internal and external)
- Communicate by telephone, e-mail, or other written correspondence with policyholders and field partners to expedite service requests for individual life, annuity and disability policies. Understand and anticipate the needs of customers to deliver service that meets or exceeds expectations of clients and falls within stated department Service Standards
- Work independently using all available resources
- Have the ability to assess situations, communicate issues promptly, and offer thoughtful solutions. Identify and resolve procedural and system related problems that directly impact the service provided to our customers. Coordinate with individuals in other areas of the company as needed to resolve problems, remaining responsible until resolution
- Display the highest standards of honesty, integrity, fairness, optimism and ethics in all activities. Build positive customer relationships while acting to protect the confidentiality of information
- Demonstrate a progression toward training to take on additional responsibilities within the Individual Service organization to assist with work load management such as policy contract changes, generating illustrations, and other back office functions
- Answers customer questions regarding available providers based on data in the Network Information System and proper usage of state approved scripts
- Assists customers in problem resolution, as needed
Education
Southern New Hampshire University - Nashua Campus
2005 - 2010
School's Degree in Marketing
Professional Skills
- Excellent oral & written communication & interpersonal skills including customer service phone skills & active listening
- Excellent verbal and written communication skills, as well as good listening skills
- Good computer skills; proficient in PC environment, with basic skills in Excel, Word and email systems
- Demonstrate strong written and verbal skills
- Leveraging strong analytical and problem solving skills to efficiently resolve incidents
- Excellent tracking, follow-up, negotiating, and relationship building skills
- Excellent listening, problem analysis and problem solving skills
How to write Contact Center Representative Resume
Contact Center Representative role is responsible for customer, basic, computer, interpersonal, listening, microsoft, analytical, email, payroll, security.
To write great resume for contact center representative job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Contact Center Representative Resume
The section contact information is important in your contact center 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 Contact Center Representative Resume
The section work experience is an essential part of your contact center 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 contact center 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 contact center representative position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Contact Center Representative resume experience can include:
- Previous call center experience (Ex: Inbound/Outbound Call Center, Telemarketing, Surveying, Fundraising, etc)
- Provides superior customer experiences to customers, partners, and internal colleagues by consistently demonstrating Entrust Datacard values
- Experience in a customer service environment
- Working knowledge of database software, such as Jack Henry Silverlake or other customer information systems
- Making 300-400 outbound calls per shift to various company decision makers
- Understanding customer needs and our internal business structure
Education on a Contact Center Representative Resume
Make sure to make education a priority on your contact center representative 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 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 Contact Center Representative Resume
When listing skills on your contact center 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 contact center representative skills:
- Strong multi-tasking & organizational skills
- Strong leadership, communication and interpersonal skills,
- Strong time management and decision making skills
- Customer focused and adaptability to different personality types; Ability to multi-task, set priorities and manage time effectively
- Strong system skills and ability to learn, retain and apply large amounts of product, procedure, policy and system information
- Planning, organizational and mathematical skills are important
List of Typical Experience For a Contact Center Representative Resume
1
Experience For Customer Contact Center Representative Resume
- Experience in the optical industry, full knowledge of Luxottica’s optical products and a strong command of the industry language
- Years of functional/professional experience: 1-2 years of customer service experience in a call center
- Healthcare office experience. Call Center experience. Medical Terminology useful. Able to Multi Task
- Able to prioritize, organize and coordinate multiple tasks under daily deadlines
- Ales, customer service or collections experience in a call center environment
- Prioritize tasks and consistently meet deadlines
- Answer customer inquiries relating to bank products and services, received primarily via telephone calls delivered through call routing technology
- Provide on-going education to customers in a complex ever changing environment
2
Experience For Senior Member Contact Center Representative Resume
- Assists customers in the enrollment process, including open enrollment
- Handle incoming calls from members or credit union staff on Direct Response (and possibly Directory Assistance)
- Responsible for booking travel arrangements for Pahio and WVO owners, such as car rentals and Timeshare Unit
- Take inbound English and Spanish calls from our customers to evaluate inquiries regarding the financial status of their accounts as well as take payments
- Multi-lingual professional fluent in languages including English, Spanish, German and French,
- Take an active role in educating customers about our products and services
- Escalate customer requests requiring additional knowledge or expertise as defined by department leadership
3
Experience For BB Contact Center Representative Resume
- Check scheduling, phone calls and email and chats
- Accurately handle complaints and refund requests according to department policies and procedures
- Appropriately classify and track pertinent subject matters, ensuring timely follow up
- Build rapport with customers by greeting them in a courteous, friendly, and professional manner
- Able to understand and articulate client specific polices and pay practices while representing the client’s culture
- Daily work includes call center activity, transaction processing/data entry, customer correspondence, and quality assurance
- Manages large amounts of incoming calls/interactions via automatic call distribution (ACD) calls outbound dialer campaigns, chat, fax, or email channels
4
Experience For Licensed Contact Center Representative Resume
- Provides order and shipping status, handles general inquiries, resolves customer complaints
- Learning on the Fly
- Dealing with Ambiguity
- Multi-lingual professional fluent in languages including English, Spanish, German and French
- Familiarity in the following technical disciplines are desired but not required
- Basic knowledge of Medical Claims Auditing and Appeal practices
5
Experience For Member Contact Center Representative Resume
- Handle multiple competing tasks with ease and enthusiasm
- A true desire to help students achieve their dream of becoming a college student
- Adhere to Contact Center matrix reporting requirements
- Knowledge of spreadsheet software and use word processing software
- Proficient usage of the following systems
- Celebrate, Encourage, and Reward our Consultants/Customers during all interactions
- Responds to customer phone inquiries in a prompt, courteous, professional and concise manner
- Provides basic technical assistance to customers concerning eTimeBanker, which includes navigation, enrollment, and password reset assistance, as well as basic browser troubleshooting
- Identifies and matches customer needs for bank products and services, gathers information, process transactions accurately and refers customers when appropriate
6
Experience For Senior Contact Center Representative Resume
- Effectively uses all applicable systems, technology and software to assist internal and external customers in a timely and proficient manner
- Remains customer-focused while accurately answering incoming inquiries from internal and external customers. Process requests and transactions in accordance with bank policies and procedures of the Telephone Banking Contact Center
- Completes general investigation and Regulation E dispute documentation as required
- Meets service level guidelines and production standards based on documented performance criteria for grade level and shift worked. Standard measurements include, but are not limited to, quality, accuracy, service delivery, productivity and schedule adherence
- Familiarity and understanding of Patelco’s products, services and operations
- The Member Contact Center Representative’s success is measured by the individual’s ability to achieve key phone performance metrics including schedule adherence, call monitors, member survey results, and support of the contact center achieving service level, abandon rate, and superior service
- Applies critical thinking skills and active listening skills to effectively diagnose callers’ needs and to determine key details to document in the case management tool
- Basic computer skills (internet navigation, Microsoft Office Suite)
- Interpret system information and navigate systems
7
Experience For Partner Contact Center Representative Resume
- Maintains support service levels and upholds Luxottica’s Customer Service standards
- Utilizing solid judgment, product knowledge, technical knowledge, and problem solving, be able to offer detailed insight and alternatives to help owners complete their dream vacation choice
- Positive attitude and willing to learn with a "can do" spirit
- Perform basic personal computer operator functions, including Microsoft office and proprietary Freddie Mac applications
- Ensure the highest level of professionalism and customer service with owners in order to maintain a positive brand image and company reputation
- Take inbound calls, in English and Portuguese, from our customers to evaluate customer complaints and determine the appropriate actions to resolve them
- Take inbound calls from our customers to evaluate customer complaints and determine the appropriate actions to resolve them
- Provide customers with information and education about basic products and services to generate additional revenue and/or increase Flagstar’s value proposition to customer
8
Experience For Senior Partner Contact Center Representative Resume
- Places, receives, and routes a high volume of calls through a switchboard
- Transfer customers to licensed loan officers to answer questions and overcome customer objections in order to close sales opportunities
- Relaying and routing verbal and written messages to the physician’s participating in the answering service and placing telephone calls or arranging conference calls as directed by physicians
- Goal-oriented & able to thrive in a fast-paced, team environment
- Internet savvy w/some level of knowledge with Microsoft Office products (Word, Excel, PowerPoint)
- Review polled orders for reasonableness and verify orders as appropriate
9
Experience For Qdro Contact Center Representative Resume
- Work with customers to ensure their concerns are addressed and issues resolved
- Mail and file various documents
- Re-fax failed electronic transfer reports to customers
- Intermediary for partner ecosystem
- Answer inbound calls and greet customers with energy and enthusiasm
- Build trust and confidence with our customers that we are there to help serve their needs and help them reach their retirement goals
- Assist customers with inquiries about their accounts and retirement goals
10
Experience For Assoc Contact Center Representative Resume
- Perform multiple tasks/navigate multiple systems simultaneously to service the customer’s account or troubleshoot their questions and issues
- Strive for first call resolution, and take true ownership of customer needs and issues
- Own your personal development to achieve job proficiency and meet performance goals
- Handles a high volume of inquiries via a variety of communication means (web, email, telephone queues, etc.) in a fast-paced global contact center
- Resolves customer requests with a high percentage of first-contact effectiveness; successfully manages prolonged or complex issues, with high attention to managing the customer experience and customer emotion
- Identifies, researches, and resolves customer questions and inquiries regarding the customer portal. Acts as first level response to inquiries and requests such as maintenance verification, service requests, order status, customer information accuracy, etc
- Accurately documents calls/contacts, entering into proper databases and routes telephone/web/email support requests to appropriate support teams
- Serves as a liaison between customers and non-customer facing colleagues to ensure timely, appropriate transfer of information and response to inquiries
- Able to work independently and in a team environment, demonstrating professional demeanor in all work-related interactions
List of Typical Skills For a Contact Center Representative Resume
1
Skills For Customer Contact Center Representative Resume
- Demonstrated critical thinking and multi-tasking skills
- Prior Call center experience and basic understanding of investment or Retirement concepts
- Satisfactory writing skills
- Demonstrate Resilience - Adjusts actions in response to shifting priorities and rapid change
- Priority Setting – Ability to set priorities and plan accordingly
2
Skills For Senior Member Contact Center Representative Resume
- Collaborate and communicate effectively with internal and external customers, peers and leadership in a high volume / high pressure environment,
- Effectively communicate with co-workers, peers, and management through written and verbal communication
- 3 to 5 years of solid work experience to include call center, customer service, office/administration, and/or healthcare reimbursement
- Verbal and written communication skills
- Customer service skills
3
Skills For BB Contact Center Representative Resume
- Intermediate to advanced computer navigation skills
- Conflict resolution skills needed
- Communicate effectively with individuals/teams to ensure high quality and timely completion of customer requests
- Experience in similar customer service function or call center experience
- Able to communicate effectively in English; both verbal and written
4
Skills For Licensed Contact Center Representative Resume
- Demonstrated ability to consistently overcome objections. Articulate, professional, and possesses a strong quality sales mindset with attention to detail
- Proficient computer skills (internet navigation, Microsoft Office Suite)
- Participate in ongoing product training to learn and maintain strong knowledge of product information
- Previous experience in Healthcare provider billing systems
- Work with other credit union departments to insure the workflow or process is providing the best experience for the members
- Strong understanding of how Dayforce works – Payroll, Benefits, Wage Garnishment
- Demonstrates intermediate knowledge of payroll concepts, legislation, regulations, accounting, calculations and terminology
5
Skills For Member Contact Center Representative Resume
- Focus on Customers - Demonstrates professionalism when dealing with customers
- Apply Functional Knowledge - Demonstrates an understanding of complex technical or functional information, products, and services
- Learn Continuously - Applies learning from past experiences, and continuously seeks new information and asks questions
- Problem Solving – Ability to solve difficult problems with effective solutions
- Operate in a fast-pace, multi-tasking environment with deadlines
- Strong computer background using MS Word, Excel, and Internet
- General Human Resource experience
- Human Resources Information Systems experience
- Previous Loan Origination experience
6
Skills For Senior Contact Center Representative Resume
- General customer service experience
- Able to establish and demonstrate technical credibility with customers and partners,
- Multi-task and prioritize assigned tasks in a fast-paced environment
- A strong attention to detail and ability to organize accurately and efficiently
- Three (3) years of previous Call Center or Customer Service experience
- Previous experience in Healthcare Customer Service
7
Skills For Partner Contact Center Representative Resume
- 6 months experience in customer service or financial services contact center
- Experience in a call center environment
- Work towards deadlines, multi-task, and prioritize projects
- Experience with Customer Relationship Management (CRM) tools; Salesforce.com
- Demonstrate behaviors that are consistent with credit union values, philosophies and leadership characteristics
- Six (6) months to two (2) years experience in a financial institution, contact center or customer service position
- Previous experience required
- Customer service, banking industry, or call center experience
8
Skills For Senior Partner Contact Center Representative Resume
- Identify and overcome objections faced, while keeping the customer’s best interest a priority
- Demonstrated ability to establish relationships & build rapport over the phone
- Listen attentively to customer needs and concerns; demonstrate empathy with an and eye towards resolution
- Passion for excellence in service and strong attention to detail
- Four (4) years of experience in a call center environment
9
Skills For Qdro Contact Center Representative Resume
- Providing clients with regular and timely incident updates, reducing critical situations and completes action plans
- Escalating unresolved matters to internal team leads or manager for further review and resolution
- Working hours vary between 8am – 8pm EST
- Sitting for 8 hours
- Take daily foods orders from the restaurants by making or receiving telephone calls and accurately entering orders into an online ordering system
- Multi-task (listening to customers, typing and analyzing information) simultaneously
10
Skills For Assoc Contact Center Representative Resume
- Perform nightly End of Day processing, including issuing Standard Food Orders
- Handle all Banking call types, such as business banking and/or branch support, upon completion of additional call type training
- Performs problem solving and trouble shooting in the following areas
- Problem solving and trouble shooting in the following areas
- Basic knowledge of hospital billing and coding
- Exceptional problem solving relating to our products and services
- Knowledgeable of Business and Specialty Accounts as it relates to open new and servicing existing accounts
- Maintains working knowledge of switchboard and staff paging features and functions
- Access to an onsite fitness facility, cafeteria, and free parking lot 2 blocks from our building with complimentary shuttle service
List of Typical Responsibilities For a Contact Center Representative Resume
1
Responsibilities For Customer Contact Center Representative Resume
- Exhibits agility and flexibility to adjust to changing demands
- Take inbound calls from our customers to evaluate inquiries regarding the financial status of their accounts as well as take payments
- Understand Online/Mobile Banking process to support member needs as it relates to online enrollment, system access and account services available
- Business writing communication
- Customer Focus – Is dedicated to meeting the expectations and requirements of internal and external customers
- Organizing – Ability to manage numerous projects and tasks
- Pay starting at $14/hr
- Positive attitude and willing to learn with a “can-do” spirit
2
Responsibilities For Senior Member Contact Center Representative Resume
- Medical / Vision / Dental / 401(k) Health Flexible Spending Account (HFSA)
- Adheres to contact center processes and workflow with an attention to detail and continuous quality and process improvement
- De-escalates conflict situations with minimal supervisory assistance but recognize when a situation is beyond individual training/expertise and requires assistance
- Meet or exceed Customer Contact Center performance standards and metrics with a focus on quality, accuracy and timeliness. Reaches and maintains incremental productivity levels within predetermined time frames
- Intermediate Proficiency with Microsoft Office (Word, Excel, PowerPoint, Outlook, SharePoint)
3
Responsibilities For BB Contact Center Representative Resume
- Flexibility and ability to work assigned schedule (Day/After Hours/Holidays) as directed
- We embrace “dress for your day” dress code
- Handle inbound calls regarding merchant inquiries and problems. Answer inquiries and resolve problems. Customer service and satisfaction via phone is the primary function. Uses computerized system for tracking, information gathering, and/or troubleshooting. Uses established procedures, but have the ability to deviate when needed
- Timely completion of appeals investigation, fairness of administrative decisions, timely notification and development of case summary to include IRE packet development
- The role works closely with the multiple other roles and requires the ability to communicate status variances
- This role serves as a communication bridge between the appeals department and the claims department
- Responsible for maintaining and prioritizing work load to support appeal timeliness and communicate risks, concerns or opportunities to leadership related to their work load
- Handle incoming calls from consumers on their policies
4
Responsibilities For Licensed Contact Center Representative Resume
- Provide answers to consumer inquiries about their policies
- Accurately process service transactions requested by our consumers
- Cross-sell other TruStage individual life, accidental or auto & home products
- Uses a myriad of systems and tools to promptly respond to inquiries received via inbound phone lines; provides information to callers about various features of specific plans / policies; explains complex product features and life insurance/annuity plan concepts to policyholders and agents
- Completes and verifies transactions requested by callers and either processes requests or forwards to appropriate parties
- Captures caller information on customer management system
5
Responsibilities For Member Contact Center Representative Resume
- Participates in new product and services implementation; contributes to process improvement through suggesting streamlining measures, processing changes, and new technologies
- Establish and maintain positive working relationships to retain quality drivers
- Other licenses/registration as required
- Recognize sales opportunities and refer clients to sales associates
- Remain current on products, services, policies and procedures
- Resolve customer issues through account research and utilization of support materials and resources
- Manage large amounts of inbound and outbound calls in a timely manner. Identify customers’ needs as they related to IT, clarify information, and escalate information in a timely and professional manner
- Follow established troubleshooting methodologies and procedures. Establish professional relationships with customers. Keep records of all conversations in the chosen ITSM utility. Works closely with all units of IT, to ensure continuity of best practices and support methods among the campus community
- Identify training opportunities and assist with knowledge base documentation, FAQ's, reports, maintenance of online service catalog and social media engagement. Provide first contact user assistance to faculty, staff, and students
6
Responsibilities For Senior Contact Center Representative Resume
- Meet operational key factor goals/metrics
- Develop and maintain profitable, long term relationships with shippers and consignees by providing the best, most efficient transportation service possible while ensuring a balance of safety, customer service and organizational values
- Provides producers, members, and their representatives with information regarding SAG-AFTRA Agreements
- Respond to and resolve product and business risk incidents, including product recalls, media and legal threats
- Answers inquiries and investigates and routes potential claims to appropriate areas
- Identify training opportunities and assist with knowledge base documentation, FAQ's, reports, maintenance of online service catalog and social media engagement. Provides first contact user assistance to faculty, staff, and students
- Uses systems available to research adjustments, medical record submissions, website inquiries, and provider concerns as directed by the Team Manager
- Provide support for customer and associate calls. Advise callers of corporate policy and reward program rules. Analyze the call reason, document and channel the case to the correct corporate workgroup
- Monitor the daily performance of the assigned team to ensure that the center is achieving service level goals. Partner with management to coach and develop team members
7
Responsibilities For Partner Contact Center Representative Resume
- Ensure all corporate policies and procedures are enforced
- Detect, investigate and report on call trends, changes in call patterns and report any major issues
- Leadership – ability takes initiative
- Work on special projects as assigned by the Customer Service Manager or other managers from the Mars Veterinary business. Take part in any outbound call campaigns when necessary
- Well-developed customer service skills (personal, courteous, and professional) Printed on July 17, 2018 Strong interpersonal and communication skills, both written and verbal, are essential
- Highly proficient in Microsoft Office (Excel, Word, PowerPoint, etc.) and consistently delivers high quality and quantity of output
8
Responsibilities For Senior Partner Contact Center Representative Resume
- The ability to understand ,read, write and speak Spanish fluently
- Documents thoroughly the processes and methodologies used to diagnose and resolve customer issues into appropriate service tools
- Proficiently navigate CRM entry systems or other relevant applications
- De-escalate callers when needed
- Tri-lingual in English, Spanish and French
- Bi-Lingual in English and French
- Computer proficiency, particularly with Microsoft applications as well as web-based applications
- Familiarity with Microsoft Server Technology (e.g.; Windows/SQL Server)
- Provide internal and external customers with full-service solutions and comprehensive transfer agency and/or shareholder services
9
Responsibilities For Qdro Contact Center Representative Resume
- Maintain records for customers (e.g. shareholders, broker/dealers, third-party entities, institutions and client fund groups) and answer inquiries related to fund performance, account status and activity
- Process financial and non-financial mutual fund and corporate security transactions, set up new accounts, perform research and resolve problems related to specific transactions through the utilization of various industry-related products/systems
- Associates within this role evaluate and follow internal processes, controls, and procedures to ensure compliance with client, service level agreement, company, industry, and/or legal regulations
- Adheres to schedule to ensure appropriate coverage to meet contractual service levels
- Meets productivity, availability, and quality metrics as assigned
10
Responsibilities For Assoc Contact Center Representative Resume
- Acts as liaison between Company, patients, insurances, Pharma and Provider’s office via phone, fax, and e-mail communications
- Transfers calls to appropriate teams
- Explains all company programs and services to patients and physician’s office staff including what to expect with Diplomat's specialty services, what to expect in shipments and patient's rights
- Processes and schedules prescription refill orders across multiple disease states for one or more Center of Excellence
- Adheres to HIPAA guidelines and regulations
- Communicates patient status to provider's offices/clinics
- Troubleshoots and resolves patient and payor issues to achieve first call resolution
- Conducts clinical assessments to assist the pharmacist with managing the patient’s disease state, in addition to reporting all adverse events related to drug therapy and pharmacy care
- Works collaboratively with other team members to provide team support and optimal patient care
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