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assistant customer service manager resume example with 11+ years of experience

Jessica Claire
, , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - resumesample@example.com - : - -
Summary

Dynamic professional with 20 years successful management experience in Administration and customer service operations exercising team collaboration and customer relationship skills. Areas of expertise include: Customer Relations – Demonstrated success developing and maintaining internal and external customer relationships, delivering superior customer service, working with diverse groups of people from various backgrounds. Office Administration – Proficient in Microsoft Suite, handling call volume and inquiries, able to multi-task under pressure, detail oriented. Skillfully direct and motivate customer service personnel in successful strategies to manage calls and increase efficiency. Excellent problem-solving, team leadership and mentoring skills. Help front-line employees maintain high customer satisfaction by delivering solid support and managing escalated calls and customer complaints.

Skills
  • Employee Coaching and Motivation
  • Training and Development
  • Problem Resolution
  • Team Leadership
  • Staff Training
  • Verbal and Written Communication
  • Proficient in [Microsoft Office]
  • Customer Service
  • Time Management
  • Decision Making
  • Teamwork and Collaboration
  • Research Ability
Experience
11/2016 to Current
Assistant Customer Service Manager Spartannash Petoskey, MI,
  • Trained new employees on company policies, procedures, techniques and customer service standards.
  • Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
  • Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
  • Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
  • Assisted staff with resolving complex customer issues and implementing targeted solutions.
  • Maintained knowledge of company products and services to promptly resolve complaints and concerns.
  • Monitored documentation procedures to maintain consistent policies and current records.
  • Watch for theft in area and watching customers scan items properly
  • Supervised other Kroger employees and delegate tasks to them
  • Auditing cash registers and closing the Vault
05/2014 to 01/2023
Contact Center Specialist II Chubb Jacksonville, FL,
  • Provides detailed information to members on Credit Union policies, procedures, accounts, payments, interest rates, loan options, checking and savings programs
  • Performs account maintenance functions and process consumer loan applications and HELOC applications
  • Maintains privacy of member account information
  • Develop and maintain professional relationship with members, co-workers, and management
  • Ensures that all members requests are completed and resolved in a timely manner
  • Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
  • Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
  • Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
  • Updated customer accounts, addresses and contact information within call management databases.
  • Actively cross-sells Credit Union products and services; supported sales team members to drive growth and development.
12/2013 to 05/2014
General Office Assistant LARA/ State Of Michigan City, STATE,
  • Distributes and provides instructions for completion of applications and other forms
  • Checked office supply levels, anticipated needs and placed orders for appropriate stock levels.
  • Reviewed files, records and other documents to obtain information or respond to requests.
  • Communicated with customers, employees and vendors to answer questions and address complaints.
  • Update and maintain databases such as mailing lists, contact lists and client information
  • Opened, sorted and routed incoming mail and prepared outgoing mail.
02/2013 to 05/2013
Call Center Intake Advisor Kelly Services/ Michigan State Housing Development Authority City, STATE,
  • Answered incoming and outgoing calls; inquiries from clients, lawyers, other agencies, etc
  • Assisted clients with completing the application for Step Forward Michigan
  • Referred clients, employers, and the public to other work units and state agencies
  • Navigated through computer systems to review information and respond appropriately to callers.
  • Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
01/2011 to 08/2012
Unemployment Insurance Examiner LARA/ State Of Michigan City, STATE,
  • Performed careful reviews of applicant data to ascertain compliance with eligibility criteria for economic assistance.
  • Referred claimants, employers, and the public to other work units and state agencies
  • Conducted interviews with applicants, explaining benefits process and which programs were available.
  • Processed new, additional, and continued unemployment claims as well as appeals and protests
  • Provided information to the public and resolved unemployment claim issues regarding unemployment insurance rules, regulations, procedures, and forms
  • Compiled pertinent facts related to potential unemployment insurance fraud, set up claim cases for audit investigation unit
  • Understood monetary and non-monetary decisions based on Office of Appeals, Board of Review, and court rulings
  • Maintained confidential patient documentation to prevent data compromise and comply with HIPAA regulations.
Education and Training
Expected in 05/2013 to to
Bachelor of Business Administration: Management
Northwood University - Lansing, MI
GPA:
Expected in 07/2007 to to
Associates of Arts: Business
Axia College of University of Phoenix - Lansing, MI
GPA:
Certifications
  • Certified [CUNA Creating Member Loyalty], [CASE Credit Union] - [2015-2020]

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Resume Overview

School Attended

  • Northwood University
  • Axia College of University of Phoenix

Job Titles Held:

  • Assistant Customer Service Manager
  • Contact Center Specialist II
  • General Office Assistant
  • Call Center Intake Advisor
  • Unemployment Insurance Examiner

Degrees

  • Bachelor of Business Administration
  • Associates of Arts

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