Courtney Cole
Indianapolis,Indiana
Summary
Highly proficient Senior Customer Service Representative with demonstrated customer service orientation and interpersonal and communication skills to effectively handle multiple tasks in fast-paced environment. Quality-focused producer consistently meets team and department production targets by delivering strong output to achieve metrics. Mentors new hires and existing staff in call handling best practices to promote accurate and consistent call responses.
Overview
10
10
years of professional experience
Work History
SR. CUSTOMER SERVICE REPRESENTATIVE
One America Financial Partners
01.2018 - Current
- Delivers consistent results through performance metrics. Which shows I have a record that demonstrates expertise in delivering high quality customer satisfaction.
- Thoroughly and efficiently gather customer information, access and fulfill customer needs, educate the customer where applicable to provide one call resolution and document interactions through contact tracking
- Keeping accurate and concise records of customer interactions and activities as well as staying up to date on team communications.
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
OPTICIAN
Lens Crafters
06.2016 - 01.2018
- Greeting patients with a warm welcoming, check-in patients who have appointments, and entering any walk-in appointments into store's appointment scheduler
- Providing patients with health forms to fill out, including information on HIPAA
- Sizing and styling, upselling lens options, informing patients of the benefits regarding different lens options and add-ons
- Calling patients by phone that are due for exams to ensure the store continuously maintains returning patients and reviews
- Daily callbacks to continue store productivity by getting customer's back into the store
- Entering prescriptions provided by the doctor into the computer system and take other measurements for vision records.
MANAGER
Potbelly Sandwich Shop
04.2014 - 06.2016
- Ensuring incoming staff complies with company policy
- Training staff to follow restaurant procedures
- Maintaining safety and food quality standards.
Education
Completed coursework towards Nursing -
SOUTH SUBURBAN COMMUNITY COLLEGE
South Holland, ILHigh School Diploma -
CARVER MILITARY ACADEMY
Chicago, IL06.2002
Skills
- Call Control
- Payment Processing
- Customer Support
- Complaint resolution
- Quality Assurance
- Staff Training
References
References available upon request
Timeline
SR. CUSTOMER SERVICE REPRESENTATIVE
One America Financial Partners
01.2018 - Current
OPTICIAN
Lens Crafters
06.2016 - 01.2018
MANAGER
Potbelly Sandwich Shop
04.2014 - 06.2016
Completed coursework towards Nursing -
SOUTH SUBURBAN COMMUNITY COLLEGE
High School Diploma -
CARVER MILITARY ACADEMY
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