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Candidate's Name
Dallas, TXPHONE NUMBER AVAILABLEEMAIL AVAILABLEProductive Call Center Representative with many years of experience building rapport with clients and providingquality support. Gifted in answering large volume of customer calls and resolving customer complaints.Recognized for consistently earning top customer satisfaction ratings.WORK EXPERIENCECall Center Agent02/2011 to 08/2014CMI GroupDallas, TX* Answered incoming calls and provided highest level of professionalism and knowledgeable service to everycustomer.* Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performancebenchmarks.Asked probing questions to determine service needs and accurately input information into electronic systems.Updated customer accounts, addresses and contact information within call management databases.Adjusted bills and refunded money to resolve customers service or billing complaints.* Promoted available products and services to customers during service, account management and order calls.* Reached out to customers after completed sales to suggest additional service or product purchases.Call Center Agent10/2014 to 05/2017StateFarmRichardson, TXManaged high-volume of inbound and outbound customer calls.Maintained strong call control and quickly worked through scripts to address problems.Delivered fast, friendly and knowledgeable service for routine questions and service complaints.Updated customer accounts, addresses and contact information within call management databases.Answered, screened and processed high volume of calls daily with call management system and web-basedcommunications.Completed high volume of outbound calls per day with above-average conversion rate.Maintained knowledge of policies and procedures and insurance coverage benefit levels, eligibility systems andverification processes.Planned and conducted investigations of claims to confirm coverage and compensability.Inbound Customer Service Rep10/2017 to 11/2019