Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
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MARGARET BAUGH

Stockbridge,GA

Summary

Productive Call Center Representative with 20 years of experience building rapport with clients and providing quality support. Gifted in answering large volume of customer calls and resolving customer complaints. Recognized for consistently earning top customer satisfaction ratings. Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs.

Overview

18
18
years of professional experience

Work History

Call Center Representative

Humana Inc.
Atlanta, GA
11.2007 - Current
  • Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
  • Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
  • Maintained high levels of professionalism while interacting with customers via phone or email.
  • Updated customer accounts, addresses and contact information within call management databases.
  • Resolved customer complaints in a timely manner to ensure customer satisfaction.
  • Navigated through computer systems to review information and respond appropriately to callers.
  • Engaged actively with callers, confirming or clarifying information and diffusing anger.
  • Offered resolutions to de-escalate calls and solve customer issues.
  • Managed customer expectations by clarifying needs, identifying options and recommending products and services.

Call Agent

United Parcel Service
Atlanta, GA
09.2005 - Current
  • Create accurate and concise verbal and written communication to internal department and external business partners
  • Strong attention to detail and accuracy
  • Works well in a team environment, working towards the common goal of the department as a whole
  • Able to effectively handle multiple projects simultaneously in a deadline-driven environment
  • Organizational skills including the ability to prioritize workload to meet deadlines
  • Perform duties with minimal supervision
  • Microsoft Excel skills to include the ability to create spreadsheet
  • Knowledge of query, reporting and data analysis tools.
  • Provided customer service support for incoming calls and emails.
  • Resolved customer issues using problem-solving skills.
  • Trained new call agents on company policies, procedures and protocols.
  • Conducted follow up calls to ensure customer satisfaction.

Education

MBA - Business Administration

KELLER UNIVERSITY

BBA - Accounting

DeVry University

Skills

  • Call Center Customer Service
  • Resolving Issues
  • Call Documentation Skills
  • Service-Oriented
  • Microsoft Office
  • Customer Engagement
  • Customer Relationship Management
  • Complaint Resolution
  • Call Control
  • Data Entry
  • Training Experience
  • Building Rapport
  • Data Gathering
  • Communicating With Clients

Affiliations

  • Line Dancing
  • Skating
  • Reading
  • Puzzle Solving

Timeline

Call Center Representative

Humana Inc.
11.2007 - Current

Call Agent

United Parcel Service
09.2005 - Current

MBA - Business Administration

KELLER UNIVERSITY

BBA - Accounting

DeVry University

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MARGARET BAUGH