Call Representative Resume Sample

18 votes
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Adolph West
6444 Berge Oval,  Detroit,  MI
+1 (555) 472 5982

Work Experience

Call Centre Representative
12/2016 - PRESENT
Phoenix, AZ
  • A history in recognizing sales opportunities and providing solutions to improve the client’s experience (1-2 years)
  • Answers all inbound phone calls received on the practice’s appointment phone line. Schedule patients for appointments to see comprehensive and sub-specialty doctors and redirect phone calls requiring transfer for additional assistance
  • Schedule outside Doctor’s referrals to the Flaum Eye Institute
  • Answer all inbound phone calls received on the practice’s appointment phone line
  • Schedule patients for appointments to see comprehensive and sub-specialty doctors, and redirect phone calls requiring transfer for additional assistance
  • Schedule outside doctor referrals to the Flaum Eye Institute
  • Assemble new patient information packets for upcoming appointments, and prepare necessary paperwork for mailing to patients prior to their appointments
  • Experience in a Call Centre or Customer service oriented position
  • Excellent interpersonal skills with the ability to interact with many diverse individuals or groups
Inbound Call Representative
08/2012 - 09/2016
Los Angeles, CA
  • Comprehend detailed information and communicate that information in a comprehensible manner
  • Serve as the primary contact for providers/members for questions related to claims, benefits, member enrollment eligibility and other questions related to their Healthcare Insurance Plan
  • Maintain a positive and professional level of service to our customers while always protecting the confidentiality of information
  • Consistently support our client's approach to Service Excellence by adhering to established department and company standards for all work-related functions
  • Desire professional growth and development through self-directed learning activities
  • Performance analysis: Coordinates daily efforts to edit and correct registration errors, ensures accuracy of patient schedules, and identifies ways to reduce follow-up, repetitive or corrective work
  • Training: Provides training to other clerical staff on all aspects of department-specific work, including orientation to registration and customer service. Acts as information resource for all Departmental staff in regards to registration activities. Attends educational programs for department at direction of supervisor and teaches other staff
  • Customer Interaction: When a patient have clinical questions, assess the urgency of a situation and determines the appropriate routing for the patient, serves as a focal point for handling complaints, utilizes service recovery concepts, serves as front-line problem solver
  • Demonstrate an understanding of the customer’s needs and ensure they are met
Call Representative
02/2008 - 04/2012
Philadelphia, PA
  • Demonstrate a knowledge of relevant systems, products, processes, procedures, selling and retention techniques
  • Enter data for new business
  • Process mid-term adjustments and renewals
  • Resolve simple/standard customers’ problems
  • Act to achieve to a positive team culture and working environment
  • Achieve qualitative and quantitative targets
  • Demonstrate appropriate levels of customer service as measured by line manager’s call monitoring
  • Act within agreed authority levels to ensure fair treatment of customers and to protect business/ stakeholder´s interests
  • Answer telephonic Inbound calls and email in a 24x7x365 environmentWorks on issues of moderate scope where analysis of situation or data requires a review of identifiable factors


University of Phoenix - Rockville Learning Center
2003 - 2008
Bachelor's Degree in Business

Professional Skills

  • Excellent interpersonal skills, communication ability, analytical skills, troubleshooting skills, verbal and written
  • Experience working with third party vendors to identify, isolate, repair, and test system
  • Knowledge and experience with a CRM (Call Tracking System) case resolution management system
  • Managing wait lists and communications regarding appointment cancellations, changes and updates
  • Managing Televox reports, contacting patients who need to reschedule appointments
  • Processes form and patient paperwork to include copying and mailing of documents
  • Responsible for running reports and providing basic research and account reviews to ensure quality of processes

How to write Call Representative Resume

Call Representative role is responsible for software, insurance, research, training, supervision, customer, troubleshooting, basic, analysis, interpersonal.
To write great resume for call representative job, your resume must include:

  • Your contact information
  • Work experience
  • Education
  • Skill listing

Contact Information For Call Representative Resume

The section contact information is important in your call representative resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:

  • First and last name
  • Email
  • Telephone number

Work Experience in Your Call Representative Resume

The section work experience is an essential part of your call representative resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous call representative responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular call representative position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions.

Representative Call Representative resume experience can include:

  • Handle customer concerns with a positive attitude while producing optimal results
  • Corrects customer accounts when errors are identified through follow-up activity
  • Works with leadership to improve processes, increase accuracy, create efficiencies and achieve the overall goals of the department
  • Assists in the research and correction of account errors
  • Applies strong knowledge of customer service and collection techniques to provide accelerated accounts receivable recovery and effectively collect or resolve accounts
  • Provides a high level of customer service to internal and external clients to assist in account resolution

Education on a Call Representative Resume

Make sure to make education a priority on your call representative resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your call representative experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.

Additional details to include:

  • School you graduated from
  • Major/ minor
  • Year of graduation
  • Location of school

These are the four additional pieces of information you should mention when listing your education on your resume.

Professional Skills in Call Representative Resume

When listing skills on your call representative resume, remember always to be honest about your level of ability. Include the Skills section after experience.

Present the most important skills in your resume, there's a list of typical call representative skills:

  • Support experience in relevant 24x7 environment – Preferably remote support experience
  • Handles escalated inquiries and addresses customer issues escalated from less experienced team members
  • A working knowledge of Microsoft applications, basic diagnostics and troubleshooting
  • Retrieval of referral information from facsimile machines, scanning urgent documents into queue for HIM
  • Resolves moderately routine questions following pre-established guidelines and performs routine research on customer inquiries
  • Work a flexible shift for 24x7 phone and alert coverage, including evenings, weekends, and US Client observed holidays

List of Typical Skills For a Call Representative Resume


Skills For Call Centre Representative Resume

  • Flexibility to accommodate rotational shifts including days, evenings and weekends
  • Routine appointment reminders and no show communication
  • Provide miscellaneous statement copies, invoice copies, voucher copies, W-9s, proofs of delivery and/or any other documentation upon request by customer or Credit Analyst and/or Collection Representative
  • Interfaces with customers and internal departments in the resolution of complex customer and account problems
  • Compiles and analyzes data to identify trends for root cause analysis

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