Benia Cherry
Charleston,SC
Summary
Developed vital skills in fast-paced call center environment, including effective communication and problem resolution. Demonstrated ability to manage high call volumes and utilize CRM software efficiently. Seeking to transition into new field, leveraging transferrable skills to contribute to team success and customer satisfaction.
Offering strong communication and problem-solving abilities, eager to learn and develop in customer service environment. Brings quick-learning mindset and adaptability to new systems and procedures, ensuring efficient customer support. Ready to use and develop interpersonal and technical skills in Call Center Support Specialist role.
Offering strong organizational and communication skills, eager to learn and grow within dynamic work environment. Brings understanding of logistics and operational protocols, along with proficiency in data entry and inventory management. Ready to use and develop skills in managing schedules, coordinating shipments, and ensuring accuracy in role.
Overview
3
3
years of professional experience
Work History
Call Center Support Specialist
MUSC
04.2023 - Current
- Provided exceptional customer support through effective communication and problem-solving skills.
- Managed high call volumes while maintaining quality service and customer satisfaction.
- Utilized CRM software to document interactions and track customer inquiries efficiently.
- Assisted in training new team members on call handling protocols and company policies.
- Developed training materials to enhance team knowledge of products and services offered.Job Description SummaryTo provide administrative and operational support to the Business Operations units. Primary areas of responsibility include but are not limited to: Acting as a dispatcher for patient transport services; Assisting on-campus parkers with gate access issues; Delivering orders for Printing Services; Providing general customer service; Performing administrative duties such as producing reports, shift change briefings, and tracking data related to patient transfers. This position reports to the Support Center Manager.
- Job ResponsibilitiesDuty 1 – Parking, 30%, EssentialResponds to customer service calls and operates the parking gate access controls for patient/visitor, employee and student parking facilities at the MUSC downtown campus. Responsibilities include but are not limited to: Maintaining expert knowledge of the parking access controls system including remote and onsite gate operations; Troubleshooting customer service calls and operating gates as required; Documenting call details and initiating follow-up actions; Monitoring cameras for problems or suspicious
- Duty 2 – Transportation, 30%, EssentialDispatches drivers for patient transport operations. Responsibilities include but are not limited to: Maintaining expert knowledge of the Logis dispatch system and the Samsara vehicle tracking app; Providing excellent customer service to the clinical personnel requesting patient transport; Communicating in a positive, courteous and professional manner at all times; Clearly informing drivers about scheduled/unscheduled trips, traffic, obstacles and specific patient/trip requirements; Monitoring routes and status of all drivers to coordinate and prioritize their schedules; Assisting clinical personnel and drivers with troubleshooting challenges; Ensuring trip data is well-documented for process evaluation/improvement and reporting purposes.
- 3 – Printing Services, 20%, EssentialProvides order fulfillment support for Printing Services. Responsibilities include but are not limited to: Verifying customer information to ensure delivery success; Delivering orders using an automobile, a golf cart or on foot; Assisting customers with order pick-ups at the Bee Street office.
- 4 – General Administrative/Customer Service, 15%, EssentialProvides general customer service and administrative functions for all areas. Responsibilities include but are not limited to: Directing customers to appropriate parking locations and bus stops; Providing bus schedule and next estimated arrival; Offering general departmental information like hours of operation, services provided and contact information; Monitoring departmental email inbox and responding to inquiries or forwarding to appropriate department contact; Assisting with parking citation adjudications; Performing data entry and assisting with reports.
- 5 – Other Duties as Assigned, 5%, EssentialPerform other duties as assigned. Examples include but are not limited to: Receiving/administering additional training; modifying/adding services; participating in special projects.MUSC Minimum Training and Experience Requirements:
A high school diploma and two years of work experience in collecting, scheduling, processing and reporting information in a data processing environment.
MUSC Physical Requirements:
(Note: The following descriptions are applicable to this section: Continuous - 6-8 hours per shift; Frequent - 2-6 hours per shift; Infrequent - 0-2 hours per shift)
Ability to perform job functions in an upright position. (Frequent)
Ability to perform job functions in a seated position. (Frequent)
Ability to perform job functions while walking/mobile. (Frequent)
Ability to work indoors. (Continuous)
Ability to work outdoors in all weather and temperature extremes. (Infrequent)
Ability to work in confined/cramped spaces. (Infrequent)
Ability to perform job functions from kneeling positions. (Infrequent)
Ability to bend at the waist. (Frequent)
Ability to squat and perform job functions. (Infrequent)
Ability to perform 'pinching' operations. (Infrequent)
Ability to fully use both hands/arms. (Continuous)
Ability to perform repetitive motions with hands/wrists/elbows and shoulders. (Frequent)
Ability to reach in all directions. (Frequent)
Possess good finger dexterity. (Continuous)
Ability to maintain tactile sensory functions. (Continuous)
Ability to lift and carry 15 lbs., unassisted. (Infrequent)
Ability to lift objects, up to 15 lbs., from floor level to height of 36 inches, unassisted. (Infrequent)
Ability to lower objects, up to 15 lbs., from height of 36 inches to floor level, unassisted. (Infrequent)
Ability to push/pull objects, up to 15 lbs., unassisted. (Infrequent)
Ability to maintain 20/40 vision, corrected, in one eye or with both eyes. (Continuous)
Ability to see and recognize objects close at hand. (Continuous)
Ability to see and recognize objects at a distance. (Frequent)
Ability to match or discriminate between colors. (Frequent)
Ability to determine distance/relationship between objects; depth perception. (Continuous)
Good peripheral vision capabilities. (Continuous)
Ability to maintain hearing acuity, with correction. (Continuous)
Ability to hear and/or understand whispered conversations at a distance of 3 feet.
Ability to perform gross motor functions with frequent fine motor movements. (Frequent)
Ability to work in dusty areas. (Infrequent - Coordinated daily transport schedules to optimize route efficiency and minimize delays.
- Monitored vehicle locations using GPS tracking systems to ensure timely deliveries.
Booth Clerk
MUSC
02.2023 - 04.2023
- Operated booth equipment, ensuring accurate transactions and efficient customer service.
- Managed inventory levels, conducting regular checks to maintain product availability.
- Assisted customers with inquiries, providing information and resolving issues promptly.
- Processed cash and credit transactions accurately, adhering to financial protocols.
- Operated machinery to ensure efficient production processes
- Monitored equipment performance and performed routine maintenance
- Demonstrated adaptability by quickly learning how to operate new machinery and implementing newly introduced processes within the production environment.
- Monitored machines during operation to detect sounds of malfunction or excessive vibration and adjusted machines to eliminate problems.
- Operated mainframe systems to monitor and manage data processing tasks.
- Executed daily backup procedures ensuring data integrity and availability.
- Improved operational efficiency by automating routine tasks using scripting.
- Monitored traffic flow and ensured compliance with safety regulations.
- Directed vehicles and pedestrians to maintain safe operations at construction sites.
Education
High School Diploma -
Burke High School
Charleston, SCSkills
- Cross-selling techniques
- CRM software
- Call handling
- Customer service
- Customer communications
- Call center customer service
- Customer support
- Inbound phone calls
- Data entry
- Computer operations management
- Valid [state] driver's license
- Two-way radio proficiency
- Transportation
- Access control
Accomplishments
- Achieved promotion and more pay through effectively helping with patients and It Workers.
Timeline
Call Center Support Specialist
MUSC
04.2023 - Current
Booth Clerk
MUSC
02.2023 - 04.2023
High School Diploma -
Burke High School