BERNICE CLARK
Gary,IN
Summary
Organized Call Center Agent offering 2-year career in sales and customer service. Committed to quickly and thoroughly answering customer questions. E Friendly Call Agent handles fast-paced call center settings. Offering excellence active listening and the ability to understand the other person's perspective and emotions.
Overview
14
14
years of professional experience
Work History
Call Center Operator
Knowledge Services/ 211
03.2021 - 07.2021
- Effectively able to articulate clients’ needs through active listening and educating client on updated policies and procedures while tailoring solution to each client’s case
- Promptly handled average of 70 customers inquiries
- Responded to customer requests for products, services, and company information
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues
- Assisted customers by answering questions and responding to inquiries
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Responded proactively and positively to rapid change.
Administrative Assistant
Lake County Democratic Party
Highland, IN
04.2017 - 12.2017
- Managed all administrative duties for Lake County Chair
- Directed customer communication to appropriated personnel and offered information as needed
- Managed scheduling for Chair for all events, personal and professional travel included
- Answered 50 calls daily
GED Instructor
Capitol City Family Services
Merriville, IN
01.2015 - 04.2016
- Coached/Tutored students to take General Educational Development Exam
- Wrote detailed case notes
- Collaborated with Probation officers, Therapist, and Case Managers developing plans/goals for students.
- Increased class numbers by 10% through referrals and word of mouth
- Handled admissions and attendance reports for 30 students in professional education course
- Facilitated traditional, online and hands-on training for over 30 students to promote effective, tailored learning
Field Interviewer
Westat Government Contractor
Rockville, MD
01.2008 - 01.2010
- Administered in-person surveys to study participants nationally
- Adhered to research study protocol compliance and guidelines to ensure data quality
- Maintained accurate documentation of cases
- Actively participated in weekly conference calls with team lead to discuss issues and develop new methods to increase success rates.
- Promptly corresponded with applicants and coordinated and conducted interviews
- Coordination of on-site interviews, managing schedule to stay organized
- Tracked candidates
- Utilized behavioral-based interviewing techniques
- Tracked key dates and deadlines
- Stayed up to date with industry trends and best practices in interviewing an
- Conducted interviews with participants to assess eligibility
Education
Bachelor of Science - Organization Management
Calumet College of Saint Joseph
Hammond, IN12.2009
Skills
- Call Center Experience
- Site Manager for Community Vaccine Program
- Ability to adapt to retrain constantly changing information
- Excellent reading comprehension, literacy verbal and written skills
- Ability to multi-task in fast-paced environment
Timeline
Call Center Operator
Knowledge Services/ 211
03.2021 - 07.2021
Administrative Assistant
Lake County Democratic Party
04.2017 - 12.2017
GED Instructor
Capitol City Family Services
01.2015 - 04.2016
Field Interviewer
Westat Government Contractor
01.2008 - 01.2010
Bachelor of Science - Organization Management
Calumet College of Saint Joseph
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