Hi, I’m
Cynthia Hatcher
Las Vegas,NV
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
8
years of professional experience
Work History
TTECLas Vegas, NV
Customer Service Representative
10.2023 - Current
Job overview
- Assessed customer and client data to detect potential fraud risks.
- Monitored customer accounts and identified any discrepancies or irregularities in account activity.
- Investigated cases of suspected fraudulent activities, including tracing money trails and analyzing documents.
- Reviewed customer profiles for any changes that may indicate fraudulent activities.
- Responded quickly to customer inquiries about possible fraudulent activity on their accounts.
- Used multiple data sources to derive end-to-end fraud performance metrics.
Family MembersLas Vegas, NV
Personal Care Assistant
06.2021 - 09.2023
Job overview
- Assisted clients with activities of daily living such as bathing, dressing, grooming and toileting.
- Provided companionship to elderly and disabled clients in their homes or other residential facilities.
- Performed housekeeping duties including laundry, vacuuming, dusting, mopping floors and changing bed linens.
- Accompanied clients to medical appointments and provided transportation services when necessary.
- Prepared meals according to dietary requirements and assisted in feeding when needed.
- Monitored vital signs such as blood pressure, pulse rate and respiration rate for the patient's health status.
- Administered medication under supervision of a registered nurse or physician.
RingGlendale, AZ
Supervising Agent
11.2015 - 09.2017
Job overview
- Monitored employee performance and provided feedback to ensure quality service was delivered.
- Provided support and guidance to team members on daily tasks and procedures.
- Conducted regular meetings with team members to review individual goals and objectives.
- Evaluated agent's job performance through observation, coaching, and providing constructive feedback.
- Resolved escalated customer complaints in a professional manner while adhering to company policies and procedures.
- Maintained accurate records of customers' interactions with the call center staff.
- Ensured adherence to established standards for quality assurance by monitoring calls for accuracy and compliance.
- Trained agents on how best to use available resources when handling customer requests or inquiries.
- Performed administrative duties such as payroll processing, scheduling shifts, tracking attendance records.
Education
Long Medical InstitutePhoenix, Az
Pharmacy Technician Certifiacte from Pharmacy Technician
02.1995
Skills
- Data Entry
- Report Generation
- Product Knowledge
- Scheduling
- Inbound and Outbound Calling
- Paperwork Processing
- Call Management
- Computer Proficiency
- Problem-Solving Abilities
- Microsoft Outlook
- Microsoft Excel
- Account Management
- Quality Assurance Controls
- Reading Comprehension
- Positive and Professional
- Quality Control
- 10-Key
- Call Center Operations
- Professional Telephone Demeanor
- Critical Thinking
- Team Development
- Courteous Demeanor
- Technical Support
- Staff Training
- Medical Terminology Knowledge
- Clerical Support
- System Implementation
- Adaptive Team Player
- Customer Service
- Typing 80 WPM
References
References available upon request.
Timeline
Customer Service Representative
TTEC
10.2023 - Current
Personal Care Assistant
Family Members
06.2021 - 09.2023
Supervising Agent
Ring
11.2015 - 09.2017
Long Medical Institute
Pharmacy Technician Certifiacte from Pharmacy Technician