Beverly Burch
Gore,Oklahoma
Summary
Personable and dedicated Customer Service Representative with extensive experience in the call center industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
17
17
years of professional experience
Work History
CSR
Everise, Inc
02.2023 - Current
- Providing excellent service to customers calling about debt protection on their credit card account.
- Helping customers to initiate benefits for events they are experiencing.
- Assisted with training new agents on following scripting for calls and assisted with certification calls.
- Answered incoming calls and providing frontline customer support or assistance with product and service transactions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
CSR
RADNET
07.2022 - 10.2022
- Provided excellent service to patients and agents calling to schedule medical procedures
- Scheduled appointments with radiologists by determining empty slots on calendars.
- Informed patients about set appointments and provided them with information on the documents they need to have with them.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
CSR Remote
DXC TECHNOLOGY
11.2020 - 06.2021
- Provided excellent service on annuity accounts.
- Spoke with agents on behalf of our customers and helped them with information needed from their accounts.
- Managed incoming calls and directed callers to the correct department.
- Helped members complete paperwork and explained processes and procedures.
- Displayed strong telephone etiquette by effectively handling difficult calls.
CSR
DXC TECHNOLOGY
03.2020 - 07.2020
- Assisted customers with their annuities and 401k plans
- Sent out tax forms and helped customers to withdraw money from their accounts.
- Assisted customer relationship management by addressing service requests.
- Educated clients on how to conduct transactions with convenient online solutions.
CSR
CX Loyalty
11.2018 - 01.2020
- Provided excellent service to customers with planning and booking vacations, such as all-inclusive resorts, tours, and cruises
- Increased the company’s customer base by building strong relationships with the customers and following up through emails and phone calls to ensure they have everything in place for their vacation
- Led cross-training sessions for new staff members.
- Collected deposits and created monthly invoices to compile payments.
- Built long-term client relationships to generate repeat business and referrals.
- Established base of loyal clientele due to excellent listening and research skills and keen understanding of travel budgets.
Outbound CSR
Listen Clear
01.2016 - 09.2018
- Supported customers trying products on a trial basis
- Proved the products abilities by building a rapport with the customers
- Helped to build a strong customer base by scheduling calls weekly to address concerns and help with issues.
- Developed expert knowledge on all assigned tasks to ensure my statistics remained at a high level.
- Established long-lasting relationships with new and existing customers through warm, personable and knowledgeable phone interactions.
- Consulted with customers regarding needs and addressed concerns.
Technical CSR
DIRECTV
09.2006 - 01.2016
- Supplied accurate and appropriate information in response to customer inquiries.
- Demonstrated mastery of customer service call script within specified timeframes.
- Provided cross-training to several staff members.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
Education
ACCOUNTING SPECIALIST -
COMMUNITY CARE COLLEGE
Tulsa, OK01.2022
Associate of science - Drafting
OSU/Okmulgee
Okmulgee, OK05.2000
Skills
- Complaint Resolution
- Courteous Demeanor
- Problem-Solving Abilities
- Office Equipment Proficiency
- Multi-Task Management
- Customer Relations
- Customer Service
- Active Listening
- Client Relations
- Quality Assurance
- Performance Monitoring
- Payment Processing
- Training Experience
- Account Updating
- Data Entry
Accomplishments
- Certifications
- NACPB: QuickBooks Online
- NACPB: Excel
- Accomplishments
- Researched, calmed, and rapidly resolved client conflicts to prevent loss of key accounts
- Greeted customers at onset of call and managed their technical or billing issues quickly and diligently
- Assisted customers over the phone regarding business operations, troubleshooting, promotions and orders
- Highlights
- High customer service standards
- Active listening skills
- Courteous demeanor
- Customer service expert
- Conflict resolution proficiency
- Devoted to data integrity
- Strong problem-solving ability
Timeline
CSR
Everise, Inc
02.2023 - Current
CSR
RADNET
07.2022 - 10.2022
CSR Remote
DXC TECHNOLOGY
11.2020 - 06.2021
CSR
DXC TECHNOLOGY
03.2020 - 07.2020
CSR
CX Loyalty
11.2018 - 01.2020
Outbound CSR
Listen Clear
01.2016 - 09.2018
Technical CSR
DIRECTV
09.2006 - 01.2016
ACCOUNTING SPECIALIST -
COMMUNITY CARE COLLEGE
Associate of science - Drafting
OSU/Okmulgee
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