Customer Care Specialist Resume Clayton NC - Hire IT People

Summary: Demonstrated achiever with proven leadership skills. Quick technical study with training in Microsoft Office applications i.e.; Word, Excel, PowerPoint, Access, Outlook, Publisher. Knowledge in PeopleSafe, CareSource, Avaya, Answer Station, eStart, EagleOne, CICRS, and PTS. Typing speed of 65 wpm with 95% accuracy. Always willing to learn with strong aptitude for computers and need for assisting others.

Education
Business Finance and Office Assistant Training
Certification receieved
Diploma received

Career History

2012-Present Confidential, Customer Care Specialist
Provide participants with the right information to help them make better decisions about their health and health care as well as any info concerning Medicare Part D, prescriptions, and Medicaid. Help promote a positive team environment, continuously evaluating and identifying opportunities to drive process improvements that positively impact the participant experience and aligns to the goals and objectives of the company in a fast-paced deadline-driven position that requires attention to detail and the ability to multi-task. Professionally handle a high volume of complex inbound calls and ensure questions and issues are resolved both promptly and accurately and in a manner that participants are able to understand while thoroughly and efficiently gathering information, assessing and fulfilling the caller's needs, and providing education along the way. Also able to effectively handle complaints while consistently demonstrating behaviors that contribute to Xerox's achievement of service level goals. Work collaboratively with internal and external business partners to provide solutions by taking responsibility for following through and bringing outstanding issues to closure on the initial contact with the participant.

2009-2012 Confidential, USPSInternational Customer Service and Problem Resolution Representative I
Greet customers in a courteous, friendly and professional manner using agreed upon procedures. Listen attentively to customer needs and concerns; demonstrate empathy. Clarify customer requirements; probe for and confirm understanding of requirements or problem. Meet customer requirements through first contact resolution. Confirm customer understanding of the solution and provide additional customer education as needed. Prepare complete and accurate work and update customer file. Communicate effectively with individuals/teams in the program to ensure high quality and timely expedition of customer requests. Effectively transfer misdirected customer requests to an appropriate party. Contribute ides on ways to resolve problems to better serve the customer and/or improve productivity. Participate in activities designed to improve customer satisfaction and business performance. Use decision-support tools to respond to common customer work/service order inquiries and requests. Prepare customer correspondence. Solve problems using agreed upon procedures. Offer solutions to basic customer issues. Maintain basic knowledge of client products and/or services with course study.

2008-2009 - Service Source Employment Services Food Service Operator Jacksonville, NC
Washed dishes, cleaning and sanitizing of countertops, tables, floors and trays. Distributed food items, utensils, and beverages.

2006 - 2008 - Confidential, New Bern, NC
Processed room service requests. Coordinated food delivery with other company locations.
Handled cash transactions and performed customer service duties.

Memberships & Volunteer Service

Team Leader Assistant and Agent Buddy, Confidential,
Top Team Member,Confidential
Universal Agent Completion, Confidential
International Agent Completion, Confidential
Floor Officer and Student Ambassador, Confidential

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Customer Care Specialist Resume

Clayton, NC

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