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Click here or scroll down to respond to this candidateCandidate's Name
Street Address
PHONE NUMBER AVAILABLE(primary)
EMAIL AVAILABLE
OBJECTIVE
To pursue a challenging career in customer service, quality assurance and technical support in
several different industries. Assuring that the customer is satisfied on each and every contact.
With the knowledge and training to use several different computer systems, toggling between
several screens or double monitors to maneuver through every call flow smoothly as possible.
To excel in planning, forecasting, setting objectives and determining courses of action.
Also to share my warehouse skills with a suitable company that is looking for someone
experienced in working assembly lines, doing production, fulfillment, order filling, packing,
hanging garments, Inventory, repricing product and also experienced in loading skids, shrink
wrapping, and basic shipping and receiving as well.
KEY ACCOMPLISHMENTS
17 years of clerical and call center experience. Conducted hundreds of customer service
surveys daily for most of the major telecommunication companies (SBC, Ameritech, Quest,
Pacific Bell, Nevada Bell, Cingular Wireless, and SNET). Maintained the survey deletion rate of
fewer than 3% which was under the 5% center average. Consistently demonstrated the ability to
achieve desired results set forth by management and the clients. Because of my professional
speaking skills and great customer rapport, I earned a spot on the client's monitoring team
which featured only the best interviewers for client reviews.
I often achieved great numbers as far as average handle times on calls. And also an excellent
upseller, using scripted or non-scripted rebuttals.
EXPERIENCE
Includes Seasonal/Temporary/Contract Assignments worked as well as Permanent positions
Tru Green Lawn Company
Work From Home
Customer Service Representative (Full Time/Permanent position)
June 2, 2020-August 17, 2022
Taking inbound calls and responding to customers via email to discuss their lawn care services
whether it's scheduling next appointments or answering basic questions about their packages.
Resolving issues, escalating, and trying to keep the customer happy and maintaining a good
retention rate. Minimal billing and upselling.
Apria Healthcare/Acro Staffing
Overland Park, Ks.66211 Customer Service Representative (Full Time/Temp position)
Nov. 11, 2019-Jan 1, 2020
Worked the National Fax line doing Customer Service and Data Entry by keying in orders
received from Physicians, Providers and Insurance companies, using AS-400 systems, as well
as other databases and computer systems. I also placed Outbound calls to the patients and
customers that has the need for durable medical equipment like wheelchairs, walkers, canes,
oxygen ,CPAP equipment and bedside commodes due to a medical issue. Verifying information
and letting the patients know that the order is processing and leaving the phone number to their
local Apria branch that services their area. Also followed up after the order was received to
make sure the delivery was successful and the equipment was as expected.
Conduent AHA Tier 1 Tech Support Advisor
AHA Work From Home (Full Time)
Jan. 18, 2019-July 1, 2019
As an IOS Advisor I was responsible for taking 30-40 calls per day, troubleshooting iPhones,
iPads and iPods, ensuring first call resolution in a timely manner, meeting average handle time
requirements for the program; while maintaining the highest standards of quality, and ensuring
complete customer satisfaction and first call resolution offering screen sharing when applicable
Provided first level technical support for a major client and their customers, and resolve their
technical/application queries. Also managed escalated issues, and routed them to appropriate
department.
Time Warner Cable/Spectrum Kansas City, Mo 64133Customer Service Representative (Full
Time) Oct 21, 2016-July 5, 2018
Taking 70-80 inbound calls per day, assisting cable, internet and phone customers with billing,
troubleshooting for video repair, and discussing or arranging packages. Complying with metrics
such as AHT, Survey rates, and first call resolution.
JCPenney Warehouse/Pfizer Warehouse for Randstad Staffing Lenexa, Ks 66250 Warehouse
Worker (Full Time/Seasonal position) Oct 8, 2014-September 2016
Order Filling, Picking, Packing, Channel to Channel, ink tagging, hanging garments, repricing
product and assembly line production in a major retail distribution center. Loading skids and
doing general warehouse functions.
Scanning barcodes on boxes and printing UPS and FedEx labels for all outgoing shipments for
distribution.
RGIS Inventory Overland Park, KS 66211 Inventory Specialist (Part Time Permanent position)
May 13, 2014-Aug 22, 2014
Going to major retail, grocery, and department stores doing inventory using a handheld device,
scanning barcodes and tags to do inventory for these stores in a timely manner. Accountable for
scanning 600 pieces in an hour with accuracy.
Convergys Call Center Olathe, accuracy.KS 66062 Non contingency collector/CSR (Full-time
position) Oct 28, 2013-Feb 6, 2014
Taking inbound and outbound calls from customers that has a past due bill to collect payment
via phone or to also resolve any issues that the customers may have with the clients services
provided. Build rapport to see if there is a revolution to make service is better for the customer
then document the accounts for payments or any complaints, etc.
United Health Group/Equity Staffing Overland Park, KS 66211 Customer Service
Advocate(Seasonal position) Nov 28,2011-Jan 6, 2012
Taking inbound calls from Medicare Part D or Commercial Insurance members inquiring about
their prescription medications that they'd like to refill or check the status of their orders on.
Giving all information in a professional tone, with patience, as well as controlling the call in order
to maintain good handle time. Also making sure I stuck with monitoring guidelines in order to get
an appropiate monitoring score. Making sure the caller/member was satisfied with the
information I gave them or escalating the calls whenever necessary. Always aiming for 1rst call
resolution on every contact.
Quest Diagnostics Aug 1, 2011-Nov 2, 2011 Tele-interviewer/Customer Service Rep (seasonal
assignment)Lee's Summit, Mo 64063
Taking inbound and outbound calls interviewing applicants for major life insurance companies
such as State Farm, Mass Mutual, Primerica, Met Life, etc doing a medical questionnaire which
is a legal document, asking about medical history and gathering the applicants information to
send to the underwriters, getting them set up for coverage. Using very strong data entry and
knowing a lot of medical terminology and medicines to go along with the conditions, and during
the interview typing in all details the applicant gives me about the condition such as how long
they've been diagnosed with the condition, what medicines are being taken, and what type of
treatments and follow ups were given. Interviews could last anywhere from 10 to 30 minutes
depending on their medical history. Making the applicant feel very safe and comfortable to talk
about the medical conditions by being very patient, polite, and listening very carefully, using
courtesies and ending the call in a very timely and nicely manner, thanking them for their time
and information.
Fulltime Positions lasting 2-3 years Below:
USA/800 Call center/Warehouse April 21, 2008- June 2011 Customer Service Advocate/Rep.
(Fulltime position)Raytown, Mo. 64133 & warehouse worker
Answering, taking orders and handling a minimum of 400 per day calls in a inbound call center
environment in which we are contracted by almost 300 different important clients such as
catalog accounts like (Hickory Farms, J-Jill, Chadwick's, Enstroms Candies , and Yankee
Candle). We also play a role as Cricket Wireless' sales team, we set up prospective students to
get set up with admissions representatives at 6 different colleges, for example Westwood
College, Redstone College of Denver, Tulsa Welding school, Lincoln Tech/Culinary Institute, etc.
I muli-task between 3 or 4 different screens and give the customer what they are looking for in a
timely manner.
I have worked at one of the most comfortable and newly remodeled, high tech Contact centers
in Missouri. I was trained to have call control on each and every call as well as treat the
customer with respect and close the call with the customers' satisfaction. I am known to have
one of the friendliest voices and make the callers number one and feel very comfortable during
the call. Every call handled by me was handled with a very professional tone and with a smile in
my voice. I also try my best to keep the minimum call handle time at its best. Also have
warehouse experience because I worked in our mailroom during 2 summers when the call
center was slow. I labeled all tour guide packages that came through and bagged them, along
with putting them on a skid.
Saint Luke's Hospital October 2007-February 2008 Environmental Services Tech (fulltime
position) Lee's Summit, Mo. 64086
Cleaning and sanitizing patients' rooms on the Medical Surgery Floor.
SOS Staffing/MCI Hospital January 2007-May 2007 Environmental Services Tech (temporary
position) Independence, Mo. 64055
Relief worker, cleaning and sanitizing rooms in ER/ICU, Telemetry Floor, Surgical Floor and
OB/GYN.
Truman Medical Center Lakewood October 2004-November 2005 Environmental Services Tech
(fulltime position) Lee's Summit, Mo. 64186
Assigned to the Geriatric floor where my responsibility was to ensure proper cleaning Supplies
were available at all times.
Ensure that assigned areas were clean at all times, arranging furniture and equipment in an
orderly fashion after cleaning assigned area.
Operates various types of low speed cleaning equipment, both mechanical and electrical.
Flake Wilkerson Corporate Research Center October 2002-July 2004 Tele-interviewer/Customer
Service Rep (fulltime position) North Little Rock, Ar. 72114
Interviewing customer's on an outbound call who had recently contacted their major
telecommunication provider, for quality assurance and customer service purposes using a
power dialer while entering information into a computer data base.
Assisted management in the coaching and development of new hires.
Assumed autonomy/ accountability for decisions while promoting teamwork.
Pine Bluff High School Education-High School Diploma C/o 1988
YVONNE'S REFERENCES OCCUPATIONAL REFERENCES
CHRISTINA SPENCER-ADMIN ASST/CALL CENTER FOR USA-800 CALL CENTER
PHONE NUMBER AVAILABLE
EMAIL AVAILABLE
TIFFANY COATE -RM PROCESS CONTENT MGR FOR APRIA HEALTHCARE
OFFICE# PHONE NUMBER AVAILABLE
EMAIL AVAILABLE
PERSONAL REFERENCES
CASSANDRA GLYMPH-RETIRED FROM IRS
PHONE NUMBER AVAILABLE
EMAIL AVAILABLE
Letter of Recommendation has been given previously.
Typing- 60 wpm
Data Entry-9000 ksph
Word-100%
Basic Excel
Microsoft Office Suite Proficient
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