account representative resume example with 17+ years of experience

(555) 432-1000,
Montgomery Street, San Francisco, CA 94105
Career Overview
Secure a position that will enable me to use my strong communication & organizational skills, customer service background and my ability to work well with people Excellent communication and written skills. Outstanding work ethics and problem solving skills, Multi-task effectively and work efficiently in a fast-paced environment, excellent active listening and strong organizational skills. Proficiency in Microsoft Outlook, Excel and Word. Core Qualifications Customer Service Orientation Problem Solving and Analysis Interpersonal Understanding Initiative Organizational Information Seeker Awareness Analytical Thinking Work as Team Player Manage a high-volume workload within a deadline-driven environment. Resolved an average of 550 inquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy, volume). Became the lead "go-to" person for new reps and particularly challenging calls as one of the company's primary mentors/trainers of both new and established employees. Helped company attain the highest customer service ratings (as determined by external auditors) -- earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness. Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations. Completed voluntary customer service training to learn ways to enhance customer satisfaction and improve productivity. Cross trained 28 new hires.
Core Strengths
  • Guest services
  • Inventory control procedures
  • Merchandising expertise
  • Loss prevention
  • Cash register operations
  • Product promotions
Educational Background
Sanford Brown College Fenton, MO Expected in 1 2010 Diploma : Medical Billing and Coding - GPA : Top 5% of Class Valedictorian GPA: 4.0 Medical Billing and Coding Top 5% of Class Valedictorian GPA: 4.0
Work Experience
Mclane Company, Inc. - Account Representative
Tracy, CA, 03/2004 - Current
  • Provide exceptional customer service by responding to all inbound customer calls, written, email correspondence and process claims.
  • Take every opportunity to get the sale or retain it.
  • Maintain call quality goals.
  • Build rapport with each customer.
  • Actively listen to customer needs; demonstrate empathy.
  • Seize every opportunity to resolve customer's issue on the first call.
  • Retain policy holder who inquires about canceling through open listening, negotiation and policy review.
  • Identify and communicate policy transactions, impact to customer billing.
  • Collect overdue payments and evaluate and make decisions regarding exceptions to payment plan, fees and make alternate payment arrangements.
  • Perform other office duties as assigned.
Cardinal Logistics Management, Inc. - Customer Associate Rep-Team Lead
Seattle, WA, 08/2006 - 09/2008
  • Answer high volume inbound calls within 10 seconds and assist in an efficient and pleasant manner.
  • Handle customer inquiries in a prompt and professional manner.
  • Ensure calls are made in a timely manner with appropriate script usage and great tone.
  • Answer customer questions regarding billing, service problems, products and features; perform customer call backs as needed.
  • Multi-task a variety of responsibilities at once, while maintaining the highest degree of quality.
  • Problem solves and correct errors and discrepancies on customer accounts as necessary.
  • Updated the database to include client information including calls and questions and how each situation was resolved Support of customer care initiatives, such as online provisioning, online billing, order tracking, detailed account management and up-sell campaigns.
  • Provide and ensure efficient and accurate processing of all orders coming through the order processing tool.
  • Provide world class customer service at all times to customers while processing their orders.
  • Maintain up to date knowledge of all new and current processes and promotions.
  • Assist team members to ensure quality service on all orders and phone calls.
  • Train team members on new and upcoming promotions.
  • Coordinate with co-workers, lead persons and other departments regarding orders, improving our quality and How to motivate our customer service representatives.
  • Work in teams and in a self-directed environment.
  • Assist with office and other duties as assigned.
- Customer Service Representative
City, STATE, 03/2005 - 01/2006
  • Provide quality service in response to high volume inbound calls, customer orders and inquires.
  • Identify root cause and define problems, research and analyze data, provide accurate detailed information, resolve conflicts and service issues.
  • Updated the database to include client information including calls and questions and how each situation was resolved Deliver outstanding service, exceed expectations and build long-term loyalty Represent client in a professional and positive manner in all situations.
  • Participate in ongoing CSR and "All Center" training initiatives.
  • Maintain up to date knowledge of all new and current processes and promotions.
  • Assist with other duties as assigned.
account management, billing, client, customer service, customer care, database, email, features, listening, office, negotiation, processes, quality, rapport, research, script, phone, written
Professional Affiliations
Member, Alumni Association

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Resume Overview

School Attended

  • Sanford Brown College

Job Titles Held:

  • Account Representative
  • Customer Associate Rep-Team Lead
  • Customer Service Representative


  • Diploma

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