Raquel Bell
Evanston,IL
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Driven Customer Specialist committed to providing quality service and timely issue resolution. Proficient communicator and detail-oriented. Accustomed to working in stressful, high-volume call environments while providing efficient and accurate support.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Customer Care Specialist
Advantage Solutions/Merck Animal Health
05.2024 - Current
- Took ownership of customers issues to follow problems through to resolution.
- Provided customers with detailed information on company products, services and materials.
- Provided exceptional support during high call volume periods 50 plus calls, maintaining professional demeanor under pressure.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Verified accuracy of customer account information and updated when necessary.
- Responded to customer inquiries via phone, email and web-based platforms.
- Reduced customer complaints by efficiently resolving issues through effective communication and problem-solving skills.
Benefits Enrollment Specialist
LifeWorks
09.2022 - 05.2024
- Explained benefits to plan participants in easy-to-understand terms in order to educate each on available options.
- Checked employees' benefits enrollment for accuracy and inputted all data into Sap.
- Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email and in-person interactions.
- Observed strict procedures to maintain data and plan participant confidentiality
- Managed over 50 customer calls per day.
- Maintained up-to-date knowledge of industry trends and legislative changes affecting employee benefits programs.
Project Manager
Insight Global/AT&T
12.2021 - 08.2022
- Provided management for internal personnel, contractors and vendors.
- Maintained open communication by presenting regular updates on project status to customers.
- Tracked project and team member performance closely to quickly intervene in mistakes or delays.
- Kept projects on schedule by managing deadlines and adjusting workflows
- Managed over 50 customer calls per day.
- Liaised between departments to facilitate communication and keep appropriate parties updated on project developments
- Kept corporate and client information confidential, adhering to data safety measures
Call Center Representative
US Business Funding
10.2019 - 09.2021
- Met customer call guidelines for service levels, handle time and productivity.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Delivered prompt service to prioritize customer needs.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Delivered scripted sales talks to customers reached via manual and automatic dialing systems
- Increased sales by 10%.
Customer Service Associate
Fusion Media Shop
05.2006 - 12.2019
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Managed over 50 customer calls per day.
Education
Diploma - Electives
Senn High School
Chicago, IL06.1994
Skills
- Documentation and reporting
- Data Entry
- Remote Office Availability
- Teamwork and Collaboration
- Problem-Solving
- LiveChat Messaging
- Database Research
- CRM Software
- MS Office
- Inbound Customer Service
Certification
HIPAA awareness for business associates
Timeline
Customer Care Specialist
Advantage Solutions/Merck Animal Health
05.2024 - Current
Benefits Enrollment Specialist
LifeWorks
09.2022 - 05.2024
Project Manager
Insight Global/AT&T
12.2021 - 08.2022
Call Center Representative
US Business Funding
10.2019 - 09.2021
Customer Service Associate
Fusion Media Shop
05.2006 - 12.2019
Diploma - Electives
Senn High School
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