Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Global Contact Services
03.2023 - Current
Responded to customer requests for products, services, and company information.
Implemented and developed customer service training processes.
Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Cross-trained and backed up other customer service managers.
Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Reduced process inconsistencies and effectively trained team members on best practices and protocols.
Delivered prompt service to prioritize customer needs.
Responded proactively and positively to rapid change.
Met customer call guidelines for service levels, handle time and productivity.
Residential Habilitation Counselor
ARCH New York INC
01.2018 - 01.2021
Documented and filed patient health reports and charts.
Connected individuals with relevant community resources and coordinated referrals.
Protected and promoted patient rights and assisted individuals to achieve maximum independence.
Assisted clients with identifying treatment and recovery goals and provided services for implementation.
Performed assessments to determine individual limitations and strengths.
Achieved cost-savings by developing functional solutions to problems.
Established long and short-term goals for therapeutic services to encourage patient progress.
Assisted clients with enhancing skills in areas such as job searching, interviewing and business and personal etiquette.
Case Manager Specialist
Staten Island Developmental Disabilities Council
01.2016 - 08.2018
Transitioned clients to different providers based on progress or needs.
Acted as consultant to community programs by interpreting regulations and policies.
Reviewed treatment plans against individual goals and healthcare standards.
Communicated with legal services providers, social services agencies and local judicial systems regarding cases.
Advocated for clients by obtaining information regarding treatment options and clinical status.
Coordinated support services and optimized communication between healthcare workers and patients.
Assisted individuals with eligibility for available benefits.
Recruited, interviewed and hired volunteers and staff.
Determined organizational policies regarding program eligibility, requirements and benefits.
Provided case management services including intake, assessment, crisis intervention, advocacy, referral and monitoring of families.
Community Programs Coordinator
Red Hook Recreation Center
06.2014 - 12.2015
Recruited, interviewed and hired volunteers and staff.
Developed benchmarks for measuring and monitoring strategic changes and organizational goals.
Oversaw fundraising activities and preparation of public relations materials.
Established and maintained relationships to meet community needs and avoid service duplication.
Implemented and evaluated staff, volunteer or training programs.
Assessed and identified service delivery challenges and opportunities within local area.
Handled administrative procedures to meet objectives set by boards of directors or senior management.
Researched and analyzed community needs to determine program directions and goals.
Determined organizational policies regarding program eligibility, requirements and benefits.
Prepared and maintained budgets, personnel records or training manuals.
Education
High School Diploma -
Brownsville Academy High School
05.2011
Skills
Team Building
Planning & Organizing
Team Management
Supervision & Leadership
Microsoft Office
Training & Development
Customer Service
Administrative Support Specialist
Records Management Databases
Account updating
Scheduling
Complaint resolution
Coordination
Timeline
Customer Service Representative
Global Contact Services
03.2023 - Current
Residential Habilitation Counselor
ARCH New York INC
01.2018 - 01.2021
Case Manager Specialist
Staten Island Developmental Disabilities Council
01.2016 - 08.2018
Community Programs Coordinator
Red Hook Recreation Center
06.2014 - 12.2015
High School Diploma -
Brownsville Academy High School
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Asnin RahmanAsnin Rahman
Customer Service Representative at Global Contact ServicesCustomer Service Representative at Global Contact Services