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Candidate's Name
Greenbelt, MD Street Address
PHONE NUMBER AVAILABLE EMAIL AVAILABLEProfessional SummaryProactive Call Center professional bringing excellent leadership skills and capability to help staff meet and exceed customer expectations. Equipped to train, monitor and manage high-performance teams in fast-paced environments. Personable and decisive with expertise in diplomatic conflict resolution and consumer behavior.Skills Working independently in a remote work environment Outstanding oral and verbal communication Air call (proficient) 60 WPM data entry Organizational skills Conflict resolution Quality assurance Problem-solving abilities CRM software knowledge Time managementWork History07/2019 to CurrentLead Call Center CoordinatorFamily and Nursing Care  Silver Spring, MD Manage clients interactions across multiple channels, including phone, email, chat, and social messaging platforms Communicate with empathy, understanding and identify solutions to ensure guest satisfaction, diffusing conflicts Maintained relationships of both internal and external clients Performed a variety of concurrent tasks, handled escalations, time critical issues, maintained time sensitive records, and created reports Chart Review patient charts ensuring all procedural documentation and consent forms are present. Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices. Executed Monthly Performance Plans with representatives to to identify production gaps.02/2014 to 07/2019Service RepresentativeS3 Shared Solutions  Linthicum, MD Answered 60 +calls per shift exceeding call target volume Resolved costumer dispute in a timely fashion by leveraging products knowledge Resolves and clarifies members' concerns, selects, and explains the best solution to solve the problems and follows up to ensure resolution Performs administrative duties to support and provide outstanding service excellence to members Accurately performs troubleshooting for technological issues from members related to the website applications including computer, internet, browser, online and mobile banking Provided excellent customer experience, handling questions about order status, shipping information, and tracking Handle customer escalations surrounding fees, charges, disputes, and banking policies. Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively. Responded to customer calls and emails to answer questions about products and services.EducationCertification: Medical AssistanceMedtech College - SilverBusiness AdministrationMontgomery College - Silver Spring, MD