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

Experience

Lead of Call Center Oct 2012－Present 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 2011－Oct 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.

OrderEntry Jan 2008－Jan 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.

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 2007－Jan 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.

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 2006－Nov 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.

Contact customers by mail, telephone, or in person concerning acceptance or rejection of applications.

Customer Service Rep Oct 2003－Jan 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.