Judy Dunn
Customer Service Agent
Lawrence,KS
Summary
Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player. Knowledgeable and dedicated customer service professional. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Patient professional talented at assisting customers with questions and concerns, entering and updating customer details and managing escalated issues. Enthusiastic and service-oriented individual with exceptional communication and multitasking abilities.
Overview
29
29
years of professional experience
Work History
Customer Service Agent
Maximus Call Center
Lawrence, KS
06.2021 - 07.2022
- Managed over 50 customer calls per day with positive attitude and focus on customer satisfaction through calls and Web Chat.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Adapted to new applications and maintained knowledge of current technologies.
General Office Clerk
Manpower Staffing
Lawrence, KS
02.2021 - 05.2021
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Removed staples and paper clips from fragile paper documents .
- Matched case number with folders.
- Prepared documents to be scanned and archived.
- Prepared documents in proper packaging for shipment.
- Maintained organized files and stocked supplies to support team needs and maximize performance.
- Checked documentation for accuracy and validity on updated systems before archiving.
- Managed multiple projects simultaneously using organizational and analytical skills.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance
- Kept reception area clean and neat to give visitors positive first impression
- Prepared mail and packages for shipment, pickup and courier services to expedite delivery
- Provided clerical support, addressing routine and special requirements
Teaching Assistant/Substitute Teacher, K-12
Youngsville Academy
Youngsville, NC
07.2013 - 11.2020
- Promoted physical, mental and social development using classroom games and activities.
- Held conferences with parents to address questions, discuss academic progress and encourage learning goals.
- Communicated frequently with parents, students and faculty to provide feedback and discuss instructional strategies.
- Graded and evaluated student assignments, papers and course work.
- Worked cooperatively with other teachers, administrators and parents to help students reach learning objectives.
- Kept students on-task with proactive behavior modification and positive reinforcement strategies.
- Collaborated with faculty to develop after-school tutoring program for struggling students.
- Developed fundraisers and completed grant documentation to raise money for district.
- Enhanced student knowledge of technology by integrating various web-based applications for research and assignments.
- Attended and facilitated IEP meetings for students and families.
- Reviewed curriculum and devised alternate approaches to presenting lessons to increase student understanding.
- Supervised learning groups of students in classroom stations.
- Supported student teachers by mentoring on classroom management, lesson planning and activity organization.
- Implemented creative ways to foster curiosity for complex principles through hands-on learning and planned activities.
- Developed and implemented lesson plans that addressed general students as well as those with individualized 504 plans as part of integrated classroom.
- Planned and implemented integrated lessons to meet national standards.
- Incorporated exciting and engaging activities to achieve student participation and hands-on learning.
- Instructed students in core educational principles, concepts and in-depth subject matter.
- Designed dynamic lesson plans based on student interests to increase overall student GPA.
Lead Bank Teller
Central Carolina Bank
Wake Forest, NC
03.2003 - 04.2013
- Identified potential needs through observation, questioning and listening.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Mentored newly hired team members on appropriate responses to patron questions.
- Replenished ATM funds in empty canisters prior to validation process.
- Answered inquiries regarding checking and savings accounts and other related products.
- Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services.
- Introduced customers to other bank team members to help meet financial needs.
- Created teller schedule to keep weekly and weekend shifts properly staffed.
- Provided customers with appropriate literature on banking products and services.
- Investigated and promptly resolved issues with patron accounts.
- Maintained friendly and professional customer interactions.
- Executed wire transfers, stop payments and account transfers.
- Established rapport with new clients to increase satisfaction and loyalty.
- Increased sales by 10% with in house bank promotions and products.
Collections Specialist
Conseco Finance
Raleigh, NC
08.2007 - 02.2012
- Part Time position
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Processed payments and applied to customer balances.
- Counseled debtors on payment options and arranged installment agreements.
- Achieved performance goals on consistent basis.
- Used probing techniques to determine debtors' reasons for delinquency.
- Researched accounts and completed due diligence to resolve collection problems.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Managed 50 plus calls per day
- Used skip tracing and other techniques to locate debtors.
- Trained new team members on scripts, company services and collection strategies.
- Recorded all information regarding financial status of customers.
- Used scripted conversation prompts to convey current account information and obtain payments.
- Set up drafts and processed immediate payments after conducting thorough research and analysis of account.
- Collected documents and made portfolios for collections accounts.
Customer Service Assistant
Intelistaf Healthcare
Raleigh, NC
01.2006 - 07.2007
- Part Time, as needed Night position. 7pm-3am Monday-Friday, 7p-7a Saturday
- Create New employee folders
- Scheduling coordinator for CNA's, LPN's and RN's in 6 hospitals
- Managed 50+ incoming staffing needs each evening with utmost professionalism.
- Offered basic technical support for employees on company web site.
- Submitted and forwarded completed and accurate schedules quickly to next scheduler.
- Investigated and resolved inquiries and complaints from hospitals and employees quickly.
- Communicated professionally with colleagues and clients.
- Responded proactively and positively to rapid change.
Administrative Assistant
Adcock Pool Spa And Billiards
Raleigh, NC
03.2005 - 09.2005
- Part Time summer job for friends company just starting out.
- Managed 50 plus calls per day
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors
- Executed record filing system to improve document organization and management
- Restocked supplies and submitted purchase orders to maintain stock levels
- Received and sorted incoming mail and packages to record, dispatch or distribute to correct recipient
- Conducted onboarding to help new hires adjust to administrative and performance aspects of jobs
- Created detailed expense reports to facilitate reimbursement for business expenses incurred
- Set up conference rooms, technology and materials to facilitate meetings
- Offered technical support and troubleshot issues to enhance office productivity
- Maintained company handbook to outline policies and provide insights to company mission and values
- Updated spreadsheets and databases to track, analyze and report on performance and sales data
- Generated reports and typed letters in Word and prepared PowerPoint presentations
- Interacted with vendors to purchase and set up equipment and services
- Scheduled office equipment repair and maintenance to extend equipment lifespan and prevent unplanned downtime
- Screened visitors and issued badges to maintain safety and security
- Leveraged accounting software to manage expenses and keep track of finances
- Scheduled office meetings and client appointments for staff teams
- Monitored office calendars to plan meetings, activities and travel to maximize productivity
Data Entry Clerk
John Logan Ch.13, TRUSTEE
Raleigh, NC
01.1999 - 01.2003
- Completed data entry tasks with accuracy and efficiency.
- Scanned documents and saved in database to keep updated records of payments and promise to pays.
- Processed applications and scored credit for lead processor to determine lower payments.
- Filing records with accuracy
- Sorted court documents and maintained organized filing process.
- Managed multi line phone system and high call volume.
Education
Certificate - Medical Claims
Maximus
Lawrence, Ks04.2022
Certificate - Durable Medical Equipment
Maximus
Lawrence, KS04.2022
Certificate - Effective Teacher Training And Substitute Teaching
Vance-Granville Community College
Henderson, NC01.2004
Certificate - Child Care Management
Childcare Education
Fort Knox, KY01.1992
High School Diploma -
Bunn High School
Bunn, NC06.1991
Skills
- Upbeat and Positive Personality
- First-Tier Technical Support
- Proficiency in Microsoft Office and G Suite
- Patient and Empathetic
Timeline
Customer Service Agent
Maximus Call Center
06.2021 - 07.2022
General Office Clerk
Manpower Staffing
02.2021 - 05.2021
Teaching Assistant/Substitute Teacher, K-12
Youngsville Academy
07.2013 - 11.2020
Collections Specialist
Conseco Finance
08.2007 - 02.2012
Customer Service Assistant
Intelistaf Healthcare
01.2006 - 07.2007
Administrative Assistant
Adcock Pool Spa And Billiards
03.2005 - 09.2005
Lead Bank Teller
Central Carolina Bank
03.2003 - 04.2013
Data Entry Clerk
John Logan Ch.13, TRUSTEE
01.1999 - 01.2003
Certificate - Medical Claims
Maximus
Certificate - Durable Medical Equipment
Maximus
Certificate - Effective Teacher Training And Substitute Teaching
Vance-Granville Community College
Certificate - Child Care Management
Childcare Education
High School Diploma -
Bunn High School
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