Senior Customer Service Representative Resume Samples

Description :

1. Responsible for serving a client/customer base of approximately 32 lenders within the western region of the United States as lender team lead and point of contact providing appraisal reports for their clients.
2. Acted on or facilitate problem resolution and set action plans with appraisers building and maintaining strong ongoing customer/client relationships by providing a high level of support, problem resolution, communication and assisting in studies to determine customer needs and customer leads.
3. Documented, maintained records and files on a daily basis using logs, email queues, and various systems both in-house and customer base.
4. Responsible for timely communication lenders and/or appraisers regarding any issues affecting the appraisals in process.
5. Complied with corporate, lender, federal, state and local requirements for providing appraisals.
6. Responsible for analyzing, resolving invoice and account receivable issues with appraisers and vendor management team.
7. Coordinated issues with vendor management team providing training/product demonstrations for lenders serving as liaison to offshore customer service operations providing training to entry-level customer service reps provide best in class customer service to internal and external clients.
8. Responsible for working as a backup to the administrative receptionist acting as administrative secretary to upper-level staff.

Experience

10+ Years

Level

Management

Education

Bachelor Of Arts

Description :

1. Understanding related tax and accounting issues presented by customers in order to provide customer support.
2. Providing tax support of 1040, 706/709, 990, 5500, and planning software programs for Pro system FX clients.
3. Directing clients to certain pages in the program where to input the tax return data to flow to the appropriate government form.
4. Receiving electronic filing call inquiring about their status of the electronic return.
5. Helping clear electronic diagnostics to allow the customer to e-file their return help the customer with their rejected return to be able to resubmit to IRS.
6. Providing guidance for end-users with concerns to tax software and its usage.
7. Helping clients troubleshoot system errors during install/uninstall procedures of the planning software updates.
8. Help client's uninstall/install import wizard of the planning software.
9. Helping clients install planning update for the network, standalone, laptop, and Citrix/terminal servers.

Experience

10+ Years

Level

Consultant

Education

Bachelor Of Science

Description :

1. Served as a bi-lingual agent, also assisting Spanish speaking customers.
2. Maintained quality control/satisfaction records, constantly seeking new ways to improve customer service.
3. Provided information and support to agents in need of help when assisting a customer.
4. Assisted customers in pre-selecting their new devices, and provided tracking information and activation dates.
5. Completed returns and exchanges for customers within their buyer's remorse period.
6. Handled escalation calls from customers requesting to speak with a Supervisor.
7. Coached Agents on their metrics and find ways to improve overall performance.
8. Attended daily huddles with leadership to discuss previous day's performance and ways to improve performance moving forward.
9. Demonstrated high-level communication skills by expressing thoughts and information clearly using correct grammar.

Experience

5-7 Years

Level

Executive

Education

High School

Description :

1. Interacting with health plan members through outbound and inbound telephonic contact to review and assess health plan member's eligibility for services.
2. Contributing to the department's success by succeeding at departmental and quality metrics.
3. Reviewing correspondences and/or inquiries from the health plan members to determine needs and fast track highly qualified cases.
4. Acknowledging, following-up, and closing out correspondence and/or inquiries as assigned.
5. Staying informed with current knowledge of state and federal regulatory requirements.
6. Complying with all company and department operational guidelines and policies.
7. Participating in the health staff and operational development programs as assigned.
8. Successfully marketing, selling, and promoting company services in an outbound call center (production driven) environment.

Experience

7-10 Years

Level

Senior

Education

Diploma

Description :

1. Securing and entering customer orders quickly and accurately in response to telephone, fax or email communication from the customer or field sales representative.
2. Quoting price and delivery per customer inquiries and follow up on quotes in a timely manner.
3. Monitoring and renewing quantity contracts and scheduling agreements proactively.
4. Expediting existing orders in response to customer and field sales inquiry.
5. Ensuring superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
6. Negotiating, in the best interest of the company, customer credit request and issuing the appropriate return authorizations as requested.
7. Dedicated to continuously improving sales abilities and product knowledge.
8. Creating new customers and maintain profiles in Customer Relationship Management (CRM) as information is provided.

Experience

10+ Years

Level

Consultant

Education

Certificate

Description :

1. Acting as the first point of contact for all clients and visitors providing a professional and friendly service as well as delivering an exceptional first impression.
2. Serving as the primary resource in assisting clients within the center, whether showing a client to a meeting room, preparing their new office for move-in, troubleshooting basic technical issues, and moving furniture to accommodate their office needs.
3. Providing that wow factor to our clients by taking pride in continually keeping the center show-ready by ensuring the business lounge/cafe, conference rooms, show offices, and common areas are spotless and prepared for our next guests at all times.
4. Delivering client mail, sending client packages, and ordering their office's supplies, assisting with day-to-day operations of the center and office.
5. Serving as a resource for clients seeking information, assistance or recommendations; a thorough understanding of all key services, products, and amenities are critical in the ability to deliver service in an exceptional and timely matter.
6. Responding to requests for information regarding office functions responsible for processing client payments in Cashpro using remote deposits.
7. Directing calls to the appropriate office or individual using a multi-line telephone system.
8. Providing administrative support to clients including secretarial services, photocopying, printing, and faxing.

Experience

10+ Years

Level

Management

Education

High School Diploma

Description :

1. Contacting for researching and resolving internet inquiries and complaints/appeals from members, plan sponsors and pharmacy providers.
2. Responsible for providing claim status information, benefit coverage interpretation, explaining plan design and eligibility.
3. Coordinating efforts both internally and externally to successfully resolve service issues and develop process improvements intended to enhance the overall delivery of service.
4. Documenting, tracking and trending all contact events and outcomes with clients using appropriate systems and processes.
5. Educating customers on various elements of benefit plan information and available services created to enhance the overall customer service experience with the company.
6. Drafting 15-20 formal letters per week to inform policyholders of developments and modifications to older policies.
7. Succeeded in taking escalated calls which resolved customer questions, concerns, and complaints.
8. Collecting customer feedback and making process changes to exceed customer satisfaction goals.

Experience

7-10 Years

Level

Senior

Education

Bachelor Of Science

Description :

1. Answering customer and agent telephone calls regarding existing policies as well as underwriting eligibility questions.
2. Promptly responding to general inquiries from agents, insureds and other members of epic staff via e-mail, fax, mail, and telephone.
3. Responding to questions and concerns about policies, and taking escalated calls from other customer service representatives.
4. Maintaining monthly accounting reports for the customer service team as well as resolving any accounting issues for underwriting as well.
5. Maintaining undeliverable mail information and following up with agents via letter to verify if the address is correct.
6. Training representatives on all new amended underwriting or customer service changes.
7. Resolving escalated client issues regarding problems with services and retained their business while ensuring customer satisfaction.
8. Analyzing customer concerns and needs while balancing company revenue concerns.
9. Responsible for answering inbound calls from customers and service providers in a call center environment.

Experience

10+ Years

Level

Consultant

Education

Bachelor Of Science

Description :

1. Providing assistance to representatives with complicated calls or questions.
2. Providing assistance for key agents, including resolution of problems, concerns or general questions.
3. Maintaining diplomacy when addressing matters escalated.
4. Assisting current and new Representatives with escalated calls. Serving as a subject matter expert.
5. Providing floor support. Providing thorough, efficient, and accurate documentation and updates in all required systems for each work event.
6. Responsible for meeting monthly goals and quality standards through efficient and accurate work processes.
7. Reviewing open accounts to determine and take appropriate actions through understanding charges, billed claims, payments, denials, adjustments, and refunds.
8. Responding to verbal and/or written inquiries in a timely manner.
9. Maintaining knowledge of functional area and company policies and procedures.
10. Providing feedback to management concerning possible problems or areas of improvement.

Experience

10+ Years

Level

Consultant

Education

Bachelor Of Science

Description :

1. Managing 3-4 accounts daily. Entering and processing orders within an internal database for order management.
2. Running reports in Microsoft Excel and analyzing for accuracy.
3. Following the customer order through its full life cycle.
4. Responsible for handling 20-40 inbound and outbound calls, with the ability to determine needs and provide one-call resolution.
5. Investigating and resolving customer inquiries and concerns in a timely manner.
6. Entering detailed information into company proprietary software while conversing via telephone.
7. Placing outbound phone calls for customers, confirmations or to obtain missing information.
8. Working with other internal team members regarding next steps and following escalation protocol.
9. Asking appropriate questions and listening actively to identify underlying questions/issues (e.g., root cause analysis).
10. Gathering appropriate data/information and performing an initial investigation to determine the scope and depth of question/issue.

Experience

5-7 Years

Level

Executive

Education

Associates