ANEL NELLIE ALIM
DOVER,US
Summary
Experienced Call Center Agent with 12 years in boosting customer satisfaction through effective communication and problem-solving. Utilizes tools like Zendesk and Salesforce to enhance operations and client engagement. Focused on teamwork and delivering high-quality remote customer service to drive client loyalty.
Overview
6
6
years of post-secondary education
15
15
years of professional experience
Work History
Call Center Representative
Access Sports Medicine & Orthopaedics
Exeter, New Hampshire
05.2026 - Current
- Responded to incoming calls from patients and provided the highest level of professionalism and knowledgeable service to every customer.
- Managed inbound and outbound calls for patient scheduling and inquiries.
- Screened and processed high volume of calls daily using call management system, ensuring timely responses to patient needs.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Resolved patient complaints through empathetic communication and effective problem-solving.
- Assisted patients with insurance verification and benefits explanation.
- Provided detailed information on treatment options and services offered.
- Coordinated interdepartmental appointments to enhance patient care efficiency.
- Trained new staff on call handling procedures and customer service expectations.
- Maintained confidentiality of patient information according to HIPAA regulations.
PIANO AND VIOLIN TEACHER
Cornerstone Music School
Santa Monica
01.2024 - 06.2024
- Fostered supportive learning, boosting engagement and retention through tailored plans.
- Fostered supportive learning environment, enhancing student engagement and retention through customized lesson plans.
- Delivered 20 private lessons monthly, ensuring effective communication and 98% attendance.
- Evaluated progress, adapting methods to meet diverse needs and achieving gains.
- Maintained detailed records, streamlining lesson flow and encouraging creative expression in students.
CUSTOMER SERVICE MANAGER
Beauty Studio LA
Los Angeles
03.2019 - 02.2024
- Implemented retention strategies resulting in 20% increase in repeat business
- Resolved complaints effectively, leading to 25% increase in satisfaction scores
- Improved response efficiency by handling 50 daily inquiries
CLIENT SUPPORT & REAL ESTATE ASSISTANT
Keller Williams Beverly Hills
Beverly Hills
05.2021 - 01.2024
- Supported clients throughout the transaction process, facilitating $2M in deal closures.
- Updated CRM with client interactions, ensuring data accuracy.
- Conducted market research to identify trends and opportunities for lead generation.
PRIVATE MUSIC TEACHER
Remote & In-Person
03.2012 - 12.2014
- Taught violin and piano, creating tailored lesson plans for student progress
- Engaged parents to monitor student progress and enhance retention
- Developed communication strategies to facilitate skill enhancement
Education
MBA - Business
Harvard University
Cambridge, MA 06.2026 - 09.2026
BACHELOR - MUSIC EDUCATION
California State University
Los Angeles 09.2020 - 06.2024
ASSOCIATE - MUSIC
Santa Monica College
Santa Monica, CA 09.2018 - 06.2020
Skills
- Communication (Expert), Problem Solving, Call Handling (Expert), Time Management, Empathy, Zendesk (Expert), CRM Tools (Expert), LiveChat (Expert), Salesforce, Conflict Resolution, Active Listening (Expert), Adaptability, Customer Service (Expert), Intercom
- Project management
- Customer service
- Lesson planning
- Insurance verification
Personal Information
Title: Call center agent
LANGUAGES
English (Native).
Timeline
MBA - Business
Harvard University
06.2026 - 09.2026
Call Center Representative
Access Sports Medicine & Orthopaedics
05.2026 - Current
PIANO AND VIOLIN TEACHER
Cornerstone Music School
01.2024 - 06.2024
CLIENT SUPPORT & REAL ESTATE ASSISTANT
Keller Williams Beverly Hills
05.2021 - 01.2024
BACHELOR - MUSIC EDUCATION
California State University
09.2020 - 06.2024
CUSTOMER SERVICE MANAGER
Beauty Studio LA
03.2019 - 02.2024
ASSOCIATE - MUSIC
Santa Monica College
09.2018 - 06.2020
PRIVATE MUSIC TEACHER
Remote & In-Person
03.2012 - 12.2014