Work Preference
Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
Generic
Open To Work

Belinda McKee

Call Center Sales Representative
Oregon,WI

Work Preference

Job Search Status

Open to work
Desired start date: Flexible

Desired Job Title

Call Center RepresentativeCustomer Service RepresentativeFront End Customer Service ManagerFood Service Assistant

Work Type

Full Time

Location Preference

On-SiteRemoteHybrid
Location: Madison, WIOregon, WI
Open to relocation: Yes

Salary Range

$54000/yr - $64000/yr

Important To Me

Company CulturePaid time offWork from home option401k match

Summary

Dedicated Call Center Representative with a strong focus on complaint resolution, active listening, and team collaboration. Proven ability to enhance customer satisfaction by efficiently managing high-volume calls and providing knowledgeable service.

Overview

25
25
years of professional experience

Work History

Call Center Representative

State of Wisconsin
Madison
11.2015 - Current
  • Assisted customers with inquiries regarding state programs and services.
  • Resolved complaints by providing effective solutions and coordinating with relevant departments.
  • Managed high-volume call queues while maintaining professionalism and efficiency.
  • Utilized customer relationship management software to track interactions and follow-ups.
  • Documented customer feedback to enhance service delivery and operational processes.
  • Collaborated with team members to ensure consistent information dissemination to callers.
  • Trained new representatives on call handling procedures and state policies.
  • Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
  • Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
  • Answered, screened and processed high volume of calls daily with call management system and web-based communications.
  • Maintained high levels of professionalism while interacting with customers via phone or email.
  • Updated customer accounts, addresses and contact information within call management databases.
  • Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
  • Resolved customer complaints in a timely manner to ensure customer satisfaction.
  • Navigated through computer systems to review information and respond appropriately to callers.
  • Maintained strong call control and quickly worked through scripts to address problems.
  • Engaged actively with callers, confirming or clarifying information and diffusing anger.
  • Offered resolutions to de-escalate calls and solve customer issues.
  • Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
  • Managed customer expectations by clarifying needs, identifying options, and recommending products and services.
  • Performed follow-up calls as necessary to ensure satisfactory resolution of customer inquiries.
  • Utilized knowledge base to answer inquiries from customers quickly and effectively.
  • Followed standard processes and procedures for proper escalation of unresolved issues to appropriate internal teams.
  • Assisted customers with navigating the company's website to locate desired information or items for purchase.
  • Monitored call queues in order to prioritize incoming calls by urgency or importance level.
  • Attended regular training sessions on updates and changes within the industry or organization.
  • Adhered strictly to all applicable laws and regulations pertaining to customer privacy rights.
  • Developed effective working relationships with team members across multiple departments.
  • Performed outbound calling campaigns to promote new products or services.
  • Identified opportunities to improve policies and procedures related to customer service operations.
  • Maintained records of customer interactions, transactions, comments and complaints.
  • Maintained accurate records of customer interactions for future reference.
  • Maintained detailed records of customer interactions and transactions for future reference.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Promoted available products and services to customers during service, account management and order calls.
  • Presented existing and prospective customers with valuable service or product information to aid in decision-making.
  • Utilized job-related software to prepare change of address records and issue service discontinuance orders.
  • Recommended improvements in products, service and billing methods to management to prevent future problems.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.

Customer Service Representative

Wisconsin Physicians Service (WPS)
Madison
06.2002 - 11.2015
  • Assisted customers with inquiries regarding insurance policies and claim processes.
  • Resolved customer complaints through effective communication and problem-solving techniques.
  • Educated clients about benefits and coverage options offered by the organization.
  • Maintained accurate records of customer interactions using company software systems.
  • Coordinated with internal departments to address complex customer issues efficiently.
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Developed strong customer relationships to encourage repeat business.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Identified areas of improvement in customer service processes and suggested changes accordingly.
  • Developed positive relationships with customers through friendly interactions.
  • Provided exceptional customer service to ensure customer satisfaction.
  • Resolved customer complaints promptly and efficiently.
  • Conducted regular follow-up calls with customers after resolving their issues.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Updated databases with new and modified customer data.
  • Presented existing and prospective customers with valuable service or product information to aid in decision-making.
  • Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
  • Utilized job-related software to prepare change of address records and issue service discontinuance orders.
  • Recommended improvements in products, service and billing methods to management to prevent future problems.
  • Provided top quality control and eliminated downtime to maximize revenue.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.

Front End Customer Service Manager

La Brioche
Madison
07.2001 - 06.2002
  • Trained staff on customer service best practices and company policies.
  • Oversaw daily operations to ensure a positive customer experience.
  • Managed customer inquiries and resolved issues promptly.
  • Collaborated with team members to improve service delivery processes.
  • Developed and implemented training programs for new employees.
  • Coordinated schedules to optimize staff coverage during peak hours.
  • Ensured compliance with health and safety regulations in service areas.
  • Maintained accurate records of customer interactions and transactions.
  • Identified potential risks associated with providing excellent customer service.
  • Handled sensitive information with confidentiality and discretion.
  • Trained new employees on proper customer service techniques.
  • Resolved customer complaints or escalated them to senior management when necessary.
  • Created reports based on customer inquiries, orders, complaints.
  • Implemented strategies to enhance customer satisfaction and loyalty.
  • Ensured compliance with all applicable laws related to customer service operations.
  • Conducted regular reviews of current policies, procedures, standards and practices.
  • Provided customer service to customers in person, via phone and email.
  • Implemented changes that improved operational efficiency while maintaining high levels of customer satisfaction.
  • Developed and implemented processes for efficient customer service operations.
  • Performed daily administrative tasks such as filing paperwork and updating databases.
  • Monitored cash drawers in checkouts to verify adequate cash supply.
  • Handled payment processing and provided customers with receipts and proper bills and change.
  • Delegated work to employees based on shift requirements, individual strengths and unique training.
  • Resolved customer problems by investigating issues, answering questions and building rapport.
  • Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.
  • Emphasized customer service excellence through ongoing training of front-line team members to improve customer service ratings.
  • Welcomed large volume of guests and improved overall customer service.
  • Managed opening and closing procedures by reconciling sales records and cash transactions with software data.
  • Delegated work tasks to employees based on shift requirements, individual strengths, and unique training.
  • Connected with customers to provide assistance and collect feedback to optimize operations.
  • Delivered consistent training and close mentoring support to front end employees in operations and customer service strategies.
  • Provided administrative support to coworkers, taking on additional tasks during high-volume periods.
  • Promoted store loyalty program to increase customer engagement and drive consistent sales.
  • Mentored employees in management of complicated sales, complex issues and difficult customers.
  • Cultivated professional relationships with guests, improving customer retention through coordinated service.
  • Maintained important files, running reports, and delivering updates on occupancy and revenue.
  • Reviewed safety, health, and sanitation processes throughout areas and enforced rules to promote security and safety.
  • Taught junior employees proactive strategies to meet operational and sales goals.
  • Supervised receiving and stockroom activities to identify opportunities with inventory and prevent shrinkage.
  • Organized and updated schedules to optimize coverage for expected customer demands.
  • Maintained detailed and accurate accounting records by overseeing documentation of sales, purchases, and requisitions.
  • Led employee performance evaluations and rewarded top performers to retain quality personnel.
  • Analyzed sales data to identify trends and adjust strategies accordingly.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Delegated work to staff, setting priorities and goals.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
  • Recruited and trained new employees to meet job requirements.
  • Reviewed completed work to verify consistency, quality, and conformance.
  • Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
  • Interviewed prospective employees and provided input to HR on hiring decisions.
  • Evaluated individual and team business performance and identified opportunities for improvement.

Education

Bachelor of Arts - English

University of Wisconsin, Madison
Madison, WI
06-1988

Skills

  • Customer service
  • Complaint resolution
  • Call management
  • Team collaboration
  • Staff training
  • Relationship building
  • Time management
  • Active listening
  • Conflict de-escalation
  • Inbound phone call management

English fluency

Affiliations

Volunteer, Vice Chair- Genesis Housing- Homes for low income properties

Timeline

Call Center Representative

State of Wisconsin
11.2015 - Current

Customer Service Representative

Wisconsin Physicians Service (WPS)
06.2002 - 11.2015

Front End Customer Service Manager

La Brioche
07.2001 - 06.2002

Bachelor of Arts - English

University of Wisconsin, Madison

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Belinda McKeeCall Center Sales Representative