KELLI PAULEY
REGISTRATION
Wharton,WV
Summary
Proven track record in enhancing customer/patient satisfaction and streamlining operations at Boone Memorial Health, demonstrating exceptional problem-solving and communication skills. Excelled in high-pressure environments, achieving consistent performance improvements. Skilled in software navigation and empathetic customer support, showcasing a blend of technical proficiency and interpersonal abilities.
Overview
23
23
years of professional experience
Work History
REGISTRATI0N
BRIGHTER FUTURES BOONE MEMORIAL HEALTH
09.2018 - Current
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Worked well in a team setting, providing support and guidance.
- Managed time efficiently in order to complete all tasks within deadlines.
- Paid attention to detail while completing assignments.
- Developed and maintained courteous and effective working relationships.
Call Center Representative
BOONE MEMORIAL HEALTH
09.2018 - 09.2019
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring patient satisfaction at all times.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Developed rapport with patients through empathetic listening skills, creating positive experiences even during difficult conversations.
- Streamlined call flow processes for more efficient response times and increased productivity.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
CALL CENTER FRONT RECEPTI0N
S&D Coffee And Tea
09.2001 - 11.2007
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Streamlined call flow processes for more efficient response times and increased productivity.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
Education
High School Diploma -
VAN HIGH SCHOOL
Van, WV05-1987
Skills
- Friendly, positive attitude
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Dependable and responsible
- Multitasking
- Multitasking Abilities
- Excellent communication
- Critical thinking
- Computer skills
- Active listening
- Calm under pressure
- Organization and time management
- Decision-making
- Problem resolution
- Verbal communication
Timeline
REGISTRATI0N
BRIGHTER FUTURES BOONE MEMORIAL HEALTH
09.2018 - Current
Call Center Representative
BOONE MEMORIAL HEALTH
09.2018 - 09.2019
CALL CENTER FRONT RECEPTI0N
S&D Coffee And Tea
09.2001 - 11.2007
High School Diploma -
VAN HIGH SCHOOL
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