Summary
Overview
Work History
Education
Skills
Skills
Timeline
Generic

Cheryl Arnold

6810 Bock Road, Fort Washington,MD

Summary

Dedicated professional Call Center Agent versed in customer support in high call volume environments. Flexible and hardworking in deadline-driven environments. Delivers positive experiences through high-quality customer care.

Overview

9
9
years of professional experience

Work History

Call Center Agent II

Howard University
08.2019 - 02.2024
  • Answered incoming calls for all the Division of Enrollment Management offices incuding financial aid, bursar, registrar and admissions.
  • Addressed customer inquiries, solved problems and provided information
  • Handled escalated calls promptly and efficiently finding satisfactory resolutions for all parties
  • Stayed up to date on new services, course offerings and programs each academic year
  • Accurately explained in detail policies and procedures as they pertained to students
  • Identified /resolved issues/problems or made appropriate referrals
  • Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.

Customer Service Representative

Montgomery College
10.2016 - 05.2017
  • Greeted prospective students entering the campus to ascertain what each student wanted or needed
  • Handled inquiries and suggestions courteously and professionally
  • Answered constant flow of customer calls with minimal wait times
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Updated account information to maintain customer records
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues

Customer Service Communication Specialist

DC Office On Aging
07.2015 - 09.2016
  • Conferred with customers by phone or in person providing information regarding programs, products and services
  • Obtained details concerning complaints; elicited information regarding the customer's issue, situation or problem
  • Analyzed information gathered from callers, ascertained whether or not matter required urgent action
  • Directed inquiries or response requests to the proper organizational component or staff member(s) within the agency
  • Provided information regarding the rights and obligations under a body of law, explained pertinent legal provisions, regulations, and related administrative practices of the department
  • Interpreted the laws and regulations in laymen terms so as to be understood by the customer
  • Managed Elderly and Persons with Disability database
  • Coordinated retrieval of Request for Medicaid Nursing Facility Level of Care forms with physician offices
  • Evaluated the nature of each inquiry, providing appropriate information to each customer's unique circumstance
  • Delivered quality service by providing a warm and welcoming environment
  • Assisted co-workers whenever possible


Education

Associate of Arts - education

Hillsborough Community College
Tampa, FL
06.1971

Skills

  • Exceptional communication skills and telephone etiquette
  • Excels at customer satisfaction, responds to inquiries, problem-solving skills
  • Excellent interpersonal, collaborative and teamwork skills
  • Self-motivated with exceptional communication and computer capabilities
  • Data entry skills
  • Multi-line phone talent
  • Inbound/outbound phone calls

Skills

 Call Center, Customer Service experience, proficient in Microsoft Word, PC, working knowledge of Excel, Powerpoint, Outlook; Internet SCT Banner, Workday 

Timeline

Call Center Agent II

Howard University
08.2019 - 02.2024

Customer Service Representative

Montgomery College
10.2016 - 05.2017

Customer Service Communication Specialist

DC Office On Aging
07.2015 - 09.2016

Associate of Arts - education

Hillsborough Community College

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Cheryl Arnold