Angie Keller
Junction City,KS
Summary
Adept at conflict resolution and critical thinking, I enhanced customer loyalty and team performance at Advanced Call Center Technologies LLC. Leveraging skills in customer service and data entry, I successfully managed high-stress situations, leading to positive feedback and increased efficiency. My approach combines active listening with a focus on quality assurance, driving significant improvements in client satisfaction and operational workflows.
Overview
22
22
years of professional experience
Work History
Customer Service Representative
Advanced Call Center Technologies LLC
06.2019 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Shift Manager
RaceTrac
07.2018 - 02.2019
- Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
- Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into the team.
- Trained and mentored new employees to maximize team performance.
- Improved overall team performance by effectively delegating tasks and providing clear instructions.
Medical Receptionist
ABC Family Medicine
04.2006 - 05.2012
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Checked patient insurance, demographic, and health history to keep information current.
- Helped patients complete necessary medical forms and documentation.
- Maintained strict confidentiality of patient information, adhering to HIPAA regulations and medical office policies.
Flow Team Member
Target
11.2014 - 09.2017
- Contributed to a positive work environment through effective communication and collaboration with team members.
- Broke down boxes and cartons, disposing of refuse in proper cardboard receptacles.
- Assisted in achieving sales targets by actively promoting current promotions or special offers to customers.
- Unloaded freight upon arrival in warehouse, stocking all items in proper locations.
Sales Associate
Spencer’s
02.2012 - 06.2014
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
Records Clerk
White William W MD
03.2011 - 05.2012
- Assisted with typing, data entry, and answering incoming calls as required.
- Maintained accuracy of records by verifying accuracy of data in records.
- Destroyed records in line with retention schedules to protect confidential information and comply with regulations.
- Generated reports from database systems to track records.
Back Office Assistant
Rosario Food
02.2003 - 06.2005
- Collaborated closely with other administrative staff members to ensure seamless coordination of essential back-office functions.
- Maintained an organized inventory system of office supplies, ensuring adequate stock levels at all times.
- Reduced errors in data entry tasks by implementing a double-check system for accuracy.
- Supported human resources functions such as recruitment coordination, onboarding facilitation, and employee record management.
Education
N/A - Criminal Justice
Gulf Coast College
Panama City, FLDiploma - Basic
Crestview High School
Crestview, FL05.1994
Timeline
Customer Service Representative
Advanced Call Center Technologies LLC
06.2019 - Current
Shift Manager
RaceTrac
07.2018 - 02.2019
Flow Team Member
Target
11.2014 - 09.2017
Sales Associate
Spencer’s
02.2012 - 06.2014
Records Clerk
White William W MD
03.2011 - 05.2012
Medical Receptionist
ABC Family Medicine
04.2006 - 05.2012
Back Office Assistant
Rosario Food
02.2003 - 06.2005
N/A - Criminal Justice
Gulf Coast College
Diploma - Basic
Crestview High School
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Call center experience
- Computer proficiency
- Conflict resolution
- Payment processing
- Call center operations
- De-escalation techniques
- Clerical support
- Quality control
- Staff education and training
- Quality assurance controls
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