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Total Transit - Lead of Call Center Resume Example

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Nora Butler
XXXX XX XXXXXXXXXX XXXX, Glendale, AZ 85301
Ph: XXXXXXXXXXXXX
XXXXXXXXXXXXXXXXXXXXXX
Summary
Objective: To secure a challenging position within a company where I can grow and utilize my growing skills.
Skills
  • Typing at approx 55+ wpm
  • Alpha & numeric 15,000k+
  • Microsoft
  • Customer and Personal Service
  • Critical Thinking
  • Complex Problem Solving
Experience
Lead of Call Center Oct 2012Present Total Transit Glendale, AZ
  • Hired to manage the daily operations of the department, oversee 20+ agents and assist the department supervisor as needed. 
  • To make sure that the agents are providing the highest level of customer service by providing accurate information and addressing customer needs and concerns. 
  • To also assure that the department is meeting contract service levels.
  • Council and Train New Agents in the proper standards and expectations of the call center so that agents will be successful in building a strong foundation and an understanding of company core values.
  • Reviewing and evaluating reports regarding agents, monitoring agent calls and providing feedback when needed, making adjustments as needed so that we are continuously growing and improving agents to become stronger.
  • Provide swift and decisive resolutions to problems when calls are escalated to me.
  • Uphold company policies, guidelines and procedures, and training agents on those policies, guidelines and procedures.
  • To Manages daily service levels for the department and assist the other call center departments as needed.
  • Coaching agents when expectations are not meet on a consistent basis to makes sure that we always have the strongest agents, and to make sure that the agents understand what is expected of them.
  • Preparing weekly reports for the department and agents regarding the previous week stats.
Sr. Data Entry Clerk Jan 2011Oct 2012 Bank of America Phoenix, AZ
  • Handle flood insurance policies, payment processing also answering general questions concerning flood policies.
  • Follow up with customers via emails, phone calls & fax.
  • Oversee activities directly related to making products or providing services.
OrderEntry Jan 2008Jan 2011 Lab Corp of America Phoenix, AZ
  • Operating various data entry terminals and automated data systems to record and verify billing/accounts receivable information, customer demographic data and laboratory data identification and results, for computer processing.
  • Resolved suspended and billing problems and manually process OE batches.
  • Data entry of EMR.
  • Conduct chemical analysis of body fluids, including blood, urine, or spinal fluid, to determine presence of normal or abnormal components.
  • Analyze laboratory findings to check the accuracy of the results.
  • Enter data from analysis of medical tests or clinical results into computer for storage.
  • Establish or monitor quality assurance programs or activities to ensure the accuracy of laboratory results.
Sr. Data Entry Specialist Nov 2007Jan 2008 Coventry Health Care Phoenix, AZ
  • Data entry of electronic medical records, assign and sequence ICD-9-CM/CPT-4 diagnostic and procedural codes for all patient types for data retrieval, billing, and reimbursement.
  • Analyzed claims for accuracy to reflect the diagnosis/procedures and pricing documented in the medical record.
  • Review records for completeness, accuracy, and compliance with regulations.
  • Enter data, such as demographic characteristics, history and extent of disease, diagnostic procedures, or treatment into computer.
  • Identify, compile, abstract, and code patient data, using standard classification systems.
Loan Document Rep Mar 2006Nov 2007 Wells Fargo Bank Phoenix, AZ
  • Prepare and review loan docs for commercial loans.
  • Answer inquiries via phone, e-mail, and fax also process incoming and outgoing mail.
  • Verify and examine information and accuracy of loan application and closing documents.
  • Submit loan applications with recommendation for underwriting approval.
  • Contact customers by mail, telephone, or in person concerning acceptance or rejection of applications.
  • Present loan and repayment schedules to customers.
Customer Service Rep Oct 2003Jan 2005 California Overnight Phoenix, AZ
  • Customer Service Representative at high call volume call center.
  • Handled tracking/pickup queue, scheduled pickups also tracking packages.
  • Assist in handling the escalated queue, research inquires on general product & service information.
  • Refer unresolved customer grievances to designated departments for further investigation.
Customer Service Aug 2003Oct 2003 Discount Cab Service Glendale, AZ
  • Job duties consist of taking inbound calls for cab service.
  • Answer any geographic question if someone was lost.
  • Input callers information for cab service.
Accountant Assistant Nov 2001Aug 2003 Health Alliance Plan Detroit, MI
  • Customer Service Representative/Data Entry.
  • Handle incoming & outgoing mail, payment processing.
  • Answer any insurance concerns or questions.
  • Prepare ledgers for accounts, reconcile insurance holder policies.
  • Issue and record adjustments to pay related to previous errors or retroactive increases.
  • Complete, verify, and process forms and documentation for administration of benefits such as pension plans, and unemployment and medical insurance.
Education
Associates : Health Care Administration Jun 2012 University of Phoenix
High School Diploma May 2000 Alhambra High School
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Resume Details

This is a real resume for a Lead of Call Center in Glendale, Arizona with experience working for such companies as Total Transit, Bank Of America, Lab Corp Of America. This is one of the hundreds of Lead of Call Center resumes available on our site for free. Use these resumes as templates to get help creating the best Lead of Call Center resume.

Previous Companies:

  • Total Transit
  • Bank of America
  • Lab Corp of America

Previous Job Positions:

  • Lead of Call Center
  • Sr Data Entry Clerk
  • OrderEntry
  • Sr Data Entry Specialist
  • Loan Document Rep

Schools:

  • University of Phoenix
  • Alhambra High School

Level of Education:

  • Associates
  • High School Diploma

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