TERESA A. KEPPERT
Call Center Representative
Gilbert,USA
Summary
Experienced Customer Service Specialist offering World-Class Customer Service in a fast-paced environment, ensuring prompt and accurate information delivery. Exceptional skills in active listening, computer literacy, empathy, problem-solving, and product knowledge. Adheres to company policies and procedures while multitasking and consistently exceeding company goals. Extensive experience in the inbound call center industry. Knowledgeable and dedicated professional who excels at establishing rapport with clients. Solid team player with an outgoing and positive demeanor. Motivation lies in maintaining customer satisfaction and contributing to company success. Specializes in quality, speed, and process optimization. Articulate, energetic, and results-oriented. Exemplary passion for developing relationships, cultivating partnerships, and growing businesses drives commitment to excellence.
Overview
13
13
years of professional experience
Work History
CSR-NPIC General information Line
Peckham, Inc.
06.2024 - Current
- Answer inbound calls and provide correct information following company guidelines
- Strive for a one-call resolution
- Provide correct information on passport renewals and lost/stolen passports
- Email links for renewals and lost/stolen passports
- Meeting metrics set by company, while providing World-Class Customer Service
Centralized Support Specialist II
One Medical
01.2023 - 07.2023
- Arrived at work at least 30 minutes before the shift started and ready to help patients
- Answered and documented a high-volume of inbound calls
- Trained in ten different call queues
- Reviewed charts to obtain necessary patient information
- Efficiently scheduled, rescheduled, and cancelled appts
- Notated charts with patient information
- Triaged calls and transferred to the Virtual Medical Team
- Medical Terminology knowledge
- Intermediate skills in: Slack, Google Suite (including Teams), Ring Central, Zoom and 1Life Medical Records System
- Contributed to team development by attending team huddles, problem solving and supporting in-office providers
- Exceeded individual and team goals
- Nominated for the Companies “Luminary Award” for outstanding performance
Voter Canvasser (Temporary project)
The Outreach Team
10.2022 - 11.2022
- Canvassed voter areas for Women’s Rights, knocking on doors
- Engaged with the public in a friendly and respectful manner
- Delivered a compelling campaign message and collected complete survey answers from voters
- Participated in staff training to improve outreach skills
Seasonal Inbound Customer Consultant
WEC Energy Group
02.2022 - 08.2022
- Answered and documented a high-volume of inbound calls
- Intermediate skills in Microsoft Office, SharePoint, Salesforce, CRM
- Answered billing questions, start/stop gas/electric services
- Submitted emergency gas/electric orders
- Listened effectively, while displaying empathy and providing resolutions
- Quickly able to build a rapport with customers and coworkers
- Safety awareness and practices
- Ability to follow processes and procedures and adapt to changes quickly
- Ability to meet company metrics (attendance, adherence, etc.)
CIB Transaction Specialist
JP Morgan Chase
09.2021 - 10.2021
- Opened a high volume of customer envelopes on an Opex-51 machine
- Sorted and separated payments following Company procedures
- Recorded cash payments into a cash log and deposited them into a safe
- Received incoming mail while sorting and weighing it, entered info into a database
- Data entry/Keying (55wpm)
Member Service Center Specialist II
Alaska USA Federal Credit Union
07.2021 - 08.2021
- Answered and documented a high volume of inbound calls within two rings
- Provided an exceptional client experience over the phone in a friendly, professional attitude
- Answered general inquiries about credit card/mortgage/auto loan and deposit products
- Aided with resolving questions and complaints about banking services
- Provided website, bill pay and mobile banking navigation
- Aided new Bankers with questions/concerns and handled escalated customer calls
- Achieved and succeeded individual goals set by company standards
Vaccine Zone Support
State Farm Stadium
04.2021 - 06.2021
- Greeted patients in a professional manner
- Checked CDC vaccination cards for vaccination appt
- And verify I.D.’s
- Asked pre-screening questions when checking patients in for their appts
- Scheduled patients for second vaccination appointments (via iPad)
- Watched patients for any signs of distress and get help, if needed
Customer Support Specialist
Consumer Cellular
08.2020 - 03.2021
- Provided exceptional client experience over the phone with a professional, friendly manner
- Displayed a sense of urgency while helping clients, while using sound judgement
- Displayed a strong aptitude using technology and working multiple programs
- Ability to listen to the caller, provide empathy and resolve the situation
- Explained bill questions in a way that is easy for the customers to understand
- Opened new accounts while offering different options to fit the customers’ needs
Remittance II
North American Fulfillment
09.2019 - 07.2020
- Opened a high volume of customer envelopes on an Opex-51 machine
- Sorted and separated payments following Company procedures
- Recorded cash payments into a cash log and deposited them into a safe
- Received incoming mail while sorting and weighing it, entered info into a database
- Data entry/Keying (55wpm)
Lockbox Clerk
US Bank
01.2017 - 09.2019
- Scanned a high-volume of large documents on a high speed IBML Scanner, in a high productivity environment, while prioritizing workloads and checking the work of lower-level data entry operators
- Compared and verified data captured on screen for any errors and corrected them
- Data Entry/Keying (55wpm) remittance processing and document encoding, while using my ability to pay a high attention to detail
- Low speed scanning of documents on a Canon Scanner
- Trained fellow employees on high priority accounts
- Met, kept, and exceeded productivity goals, as well as quality metrics
Contact Center Personal Banker
BMO Harris Bank
05.2011 - 01.2015
- Provided an exceptional client experience over the phone in a friendly, professional manner
- Displayed a strong aptitude using technology and running multiple programs
- Answered general inquiries about credit card/mortgage/auto loan and deposit products
- Provided website, bill pay and mobile banking navigation support
- Assisted new Bankers with questions/concerns and managed escalated customer calls
- Achieved and succeeded individual goals set by company standards
- Won the “Most Improved Banker” Award out of approximately six hundred Call Center Bankers
Education
Associate of Arts - Science
Milwaukee Area Technical College
Milwaukee, WISkills
- Call center experience
- Customer Focus
- Complaint Handling
- CRM Software
- Customer Service
- Active Listening
- Critical Thinking
- Professional telephone demeanor
- Problem-solving abilities
- Conflict Resolution
- Microsoft Outlook
- Computer Proficiency
- Payment Processing
- Documentation
- Scheduling
- Product Knowledge
- Building rapport
- De-Escalation Techniques
- Sales closing
- Product and service solutions
- Incident Reporting
- Multitasking Abilities
Accomplishments
Won the "Most Improved Banker" award, out of 600 call center bankers at BMO Harris Bank.
Nominated for the "Luminary Award" for outstanding call center metrics and quality calls at One Medical.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
HybridRemoteImportant To Me
Career advancementWork-life balanceCompany CultureHealthcare benefitsWork from home optionTeam Building / Company RetreatsPersonal development programsLanguages
English
Full Professional
Interests
Roller skating
Software
Microsoft Office
Google Suite
Timeline
CSR-NPIC General information Line
Peckham, Inc.
06.2024 - Current
Centralized Support Specialist II
One Medical
01.2023 - 07.2023
Voter Canvasser (Temporary project)
The Outreach Team
10.2022 - 11.2022
Seasonal Inbound Customer Consultant
WEC Energy Group
02.2022 - 08.2022
CIB Transaction Specialist
JP Morgan Chase
09.2021 - 10.2021
Member Service Center Specialist II
Alaska USA Federal Credit Union
07.2021 - 08.2021
Vaccine Zone Support
State Farm Stadium
04.2021 - 06.2021
Customer Support Specialist
Consumer Cellular
08.2020 - 03.2021
Remittance II
North American Fulfillment
09.2019 - 07.2020
Lockbox Clerk
US Bank
01.2017 - 09.2019
Contact Center Personal Banker
BMO Harris Bank
05.2011 - 01.2015
Associate of Arts - Science
Milwaukee Area Technical College
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