Summary
Overview
Work History
Education
Skills
Timeline
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Hillary Towns

Pittsburg,CA

Summary

Dynamic and results-driven professional with extensive experience at SolarXperts, excelling in high-volume call handling and customer service. Proven ability to enhance service delivery through effective team collaboration and advanced troubleshooting skills. Recognized for training new hires and implementing process improvements that elevated overall efficiency.

Overview

10
10
years of professional experience

Work History

Sr. Call Center Representative

SolarXperts
11.2019 - 01.2025
  • Managed escalated calls professionally, resolving issues swiftly while maintaining a calm demeanor under pressure.
  • Monitored call center metrics to identify areas of improvement, implementing changes that resulted in higher quality service delivery.
  • Leveraged advanced technical knowledge to assist customers with troubleshooting issues, ultimately resolving concerns promptly and efficiently.
  • Maintained strict adherence to data security protocols when handling sensitive customer information during calls.
  • Conducted comprehensive training sessions for new hires, ensuring complete understanding of company policies and procedures.
  • Collaborated with team members to streamline processes, resulting in improved overall efficiency and productivity.

Appointment Setter

GEICO
06.2018 - 10.2019
  • Set appointments with salespeople and potential customers.
  • Provided potential customers with information about upcoming promotions and events to acquire interest in scheduling appointment.
  • Prioritized tasks efficiently to ensure all daily call quotas were met or exceeded without compromising quality of service.
  • Answered phone calls and answered questions from potential customers.
  • Scheduled follow up calls with potential customers to gain interest in scheduling appointments.
  • Acted as first point of contact and set appointments for prospective clients.

Medical Records Clerk

Medlinks
11.2017 - 03.2018
  • Ensured HIPAA compliance by adhering to strict confidentiality guidelines when handling sensitive patient information.
  • Maintained confidentiality of all medical records and sensitive information to comply with HIPAA regulations.
  • Processed medical records requests from outside providers according to facility, state, and federal law.
  • Scanned medical records in digital format for easy retrieval and accessibility.
  • Supported medical staff by providing organized and accurate medical records.
  • Uploaded physician progress notes, history, and physicals into electronic medical records.

Appointment Setter

CLEANNET
11.2014 - 04.2017
  • Received in-bound calls and initiated out-bound daily calls to introduce customers to products and services offered.
  • Screened potential customers to determine interest and requirements for products and services of company.
  • Utilized CRM system to track and manage leads, keeping appointments organized.
  • Maintained a high level of knowledge about company products and services, enabling effective communication with potential clients during cold calls.
  • Assisted in training new Appointment Setters on best practices for effective communication and time management strategies.

Education

High School Diploma -

Castlemont Highschool
Oakland, CA

Skills

  • Team motivation
  • Timekeeping
  • Workload prioritization
  • Verbal communication
  • Customer service

    • Digital Marketing

    Microsoft Office (10 years)

    Outlook Calendar, CRM, Excel (10 years)

    Email & Email Marketing (10 years)

    Troubleshooting & Customer Support

    High-Volume Call Handling

    Appointment Scheduling

    Account Management & Administrative Support

Timeline

Sr. Call Center Representative

SolarXperts
11.2019 - 01.2025

Appointment Setter

GEICO
06.2018 - 10.2019

Medical Records Clerk

Medlinks
11.2017 - 03.2018

Appointment Setter

CLEANNET
11.2014 - 04.2017

High School Diploma -

Castlemont Highschool

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Hillary Towns