jessica claire montgomery street san francisco ca 94105 555 4321000 resumesampleexamplecom summary indepth knowledge taking orders compute charges administer billing payments handson experience reviewing updating making changes customer accounts track record listening responding customers needs concerns able handle returns complaints effectively demonstrated ability record details client contacts service history proven ability determine answers solutions quickly special talent handling irate angry customers proven written oral communication skills proficient managing business correspondence ability organize personal work priorities knowledge filing updating records ability work independently part team excellent organizational skills expert handling office equipment internet savvy proven expertise using ms office applications excellent customer service orientation special talent researching analyzing data effectively exceptional attention detail proven interpersonal skills skills microsoft word microsoft office microsoft outlook microsoft power point microsoft excel mostly microsoft excel microsoft word accomplishments experience 092016 current advocate maricopa county arizona avondale az respond resolve first call customer service inquires issues identifying topic type assistance caller needs benefits eligibility claims financial spending accounts correspondence help guide educate customers fundamentals benefits consumerdriven health care topics include managing health wellbeing selecting best benefit plan options maximizing value health plan benefits choosing quality care provider intervene care providers doctors offices behalf customer assist appointment scheduling connections internal specialists assistance needed assist customers navigating myuhccom unitedhealth group websites encourage reassure become selfsufficient problem resolution behalf customer real time comprehensive timely follow member research complex issues across multiple databases work support resources resolve customer issues andor partner others resolve escalated issues provide education status previously submitted preauthorizations predetermination requests meet performance goals established position areas efficiency call quality customer satisfaction first call resolution attendance 052015 092016 csr ii total system services inc lindon ut received award excellent customer service received year service award received 5 year award received employee month twice brookdale senior living received consultant sales award received employee recognition 6 months row along trophy excellence 6 trophies jp morgan chase top performer 2014 092013 052015 business banker cit group pasadena ca business banker provided guidance assistance business owners managing accounts manage quality assurance problem resolution lot data entry worked lot numbers peer coach help train guide motivate new hires responsible ensuring client experience world class interactionsissues resolved accurately expediently handle client emailphone call interactions maintenance nature retaining thorough knowledge policies procedures systems order assist client manage escalated issues use high level client service skills order defuse potentially difficult andor upset customers complex issues took initiative create escalation issue resolved within anticipated service level one creates risk exposure customer bank identify trends within escalated emailsissues lead improvement opportunities policiesprocedures processes utilize time work efficiently meet exceed production goals outlined metrics scorecard consistently perform follow ensure customer satisfaction validate accuracy work required assist department meeting exceeding slas handling functions volumes fluctuate research resolve complex clients issues working partnership partner groups types cases included fraud resolution treasury solutions complex account maintenance internal relationship maintenance billing inquiries support field business relationship managers successful servicing customers investigate electronic transactions successful resolution use multiple systems internal resources resolve issues increase customer satisfaction excellent communication follow document issues record resolutions firms system record acted independently within policy assist customers internal partners escalate cases policy preventing us delivering right client experience demonstrate sound decision making skills protect firms interest providing superior customer experience 032004 082013 life enrichment coordinatormarketing coordinator brookdale senior living city state designed creative exciting life enrichment program meet individual needs interests community plan monthly calendar community participated discharge planning members management team coordinated transportation monitored budget equipment supplies microsoft excel provided guidance acted resource staff importance life enrichment ensured programs met state federal local regulations coordinate quarterly events community developed maintained contact community agencies supervise volunteers coordinated moveins moveouts coordinated welcome committee lots data entry microsoft excel filing education training 2018 business administration human resources argosy university business administration human resources 2001 paralegal studies penn foster university 1997 paralegal studies cosmetology college national beauty college 1996 high school diploma business cosmetology skills ww samuell high school business cosmetology adding machines balance billing bonds budget business administration calculators cashier clerical coach excellent communication consultant client customer satisfaction excellent customer service data entry decision making discharge planning email filing financial funds human resource managing microsoft excel exchange mail money microsoft office microsoft outlook microsoft power point microsoft word photography policies problem resolution processes purchasing quality assurance receiving maintain records research sales sla sound phone transportation treasury type typing written