Summary
Overview
Work History
Education
Skills
Timeline
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Georgetta Malcolm

PLANO,TX

Summary

Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.

Overview

15
15
years of professional experience

Work History

Inbound Call Center Representative

Elevance Health
Plano, TX
11.2022 - Current
  • Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Identified consumer needs, clarified information and researched issues to provide alternative solutions.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
  • Answered, screened and processed high volume of calls daily with call management system and web-based communications.
  • Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
  • Engaged actively with callers, confirming or clarifying information and diffusing anger.
  • Offered resolutions to de-escalate calls and solve customer issues.
  • Assisted customers with inquiries and transactions to meet productivity goals and achieve profit growth.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.

Childcare Supervisor

Little Feet Little Hands Childcare
Oak Point, TX
08.2009 - 03.2020
  • Supervised staff and volunteers to ensure the safety of all children in care.
  • Monitored and evaluated the performance of staff members in accordance with organizational policies.
  • Provided guidance to team members on best practices related to childcare.
  • Created a safe environment where children can explore, learn, develop and play.
  • Ensured compliance with all relevant laws, regulations, licensing requirements and health and safety standards.
  • Conducted regular meetings with staff to discuss progress, challenges and areas for improvement.
  • Maintained accurate records of each child's attendance, medical information and other important data.
  • Managed the daily operations of the childcare facility including scheduling shifts for employees.
  • Responded promptly to parents' inquiries regarding their child’s well-being or development.
  • Kept up-to-date with current trends in early childhood education.
  • Initiated positive relationships between families and caregivers and staff through open communication.
  • Maintained current understanding of applicable laws and kept facility in compliance with requirements.

Education

High School Diploma -

Stuttgart High School
Stuttgart, AR
05-1976

Skills

  • Appointment Scheduling
  • Call Management
  • System Documentation
  • Product Knowledge
  • Complaint resolution
  • Quality Assurance
  • Customer Service
  • Payment Processing
  • Call Control
  • Customer Support
  • Problem-solving skills
  • Call handling
  • Call Center Customer Service
  • Answering questions
  • Training experience
  • Professional phone voice
  • Customer communications

Timeline

Inbound Call Center Representative

Elevance Health
11.2022 - Current

Childcare Supervisor

Little Feet Little Hands Childcare
08.2009 - 03.2020

High School Diploma -

Stuttgart High School

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Georgetta Malcolm