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Jessica Claire
  • Montgomery Street, San Francisco, CA 94105
  • Home: (555) 432-1000
  • Cell:
  • resumesample@example.com
Summary
Highly qualified and results-oriented Customer Service Specialist with diverse background in management and customer service. Dedicated to providing excellent customer service and making operational and procedural improvements with over 10 years of customer service experience; demonstrating solid interpersonal, communication, and problem solving skills. Adept at providing exemplary customer service/sales support and a quick study with the ability to easily grasp and put into application new ideas, concepts, methods and technologies. Currently seeking a position, which will utilize all skills, abilities and areas of expertise.
Highlights
  • Proficient in MS office, Word, Excel and Power Team management
  • Point Meticulous attention to detail
  • Client relations specialist Persuasive
  • Conflict resolution techniques Focused on customer satisfaction
  • Marketing savvy Talent development
  • Training and development Skilled multi-tasker
  • Deadline-oriented
  • Strategies, Market Research, Telephone Skills, Time Management, Pricing, Promotions,
  • Prioritization, Computer Proficiency, Internet Research, Quality, Receiving, Sales, Data
  • Entry, Data Collection, Time Management, MS Office, Power Point, Word, and Excel, Windows
  • 8,
Accomplishments
  • Played an instrumental role in increasing customer satisfaction ratings index from 60% to 90% within 2 years as Customer Service Manager.
  • Success-full customer account retention record of 98% which was a 40% improvement from the previous five years.
  • Developed and promoted 8 store managers and 10 assistant managers.
  • Increased revenue by 10% in 3 months, achieved 100% of sales quota each quarter.
Experience
Assistant Manager, 12/2013 to Current
Waterloo, NY,
  • Provided Customers with a broad range of assistance in areas of product knowledge, pricing, availability, special orders, exchanges and promotion discounts Improved service quality and increased sales by developing a strong knowledge of company's products and services.
  • Addressed negative customer feedback immediately.
  • Resolved customer questions, issues and complaints.
  • Developed rapport with the customers by handling difficult issues with professionalism.
Gen. Manager, 06/2010 to 11/2013
Tapestry, Inc.Pleasant Grove, UT,
  • Responded to customer inquiries and resolve all problems while ensuring the delivery of excellent customer service through fast and accurate order processing Performed market research surveys amongst client base to seek feedback on sales technique's follow-up methods and quality of service Motivated and coached full and part time employees to improve their performance, sales and all targeted business objectives while creating innovative promotional marketing strategies Oversaw Inventory control and purchase activities Scheduled/Supervised receiving activities in areas of daily shipments and invoice verifications for three of the I KANDIE Boutiques.
  • Successfully managed the activities of 30 team members in multiple locations.
  • Interviewed, hired and trained new quality customer service representatives.
  • Effectively communicated with team members to maintain clearly defined expectations.
  • Provided a high level of product and leadership support to representatives and clients.
  • Developed and implemented policies, procedures and process improvement initiatives to improve retention rates and increase customer satisfaction.
Lead Service Analyst III, 01/2006 to 06/2011
AseaCity, STATE,
  • Responsible for providing financial data to cardholders on Visa and MasterCard related issues.
  • Processed requisitions for payment via ACH draft.Assisted cardholders in opening/closing accounts.
  • Provided a high level of product and leadership support to representatives and clients.
  • Developed rapport with the customer base by handling difficult issues with professionalism.
  • Recommended changes to existing methods to increase the accuracy, efficiency and responsiveness of the customer service department.
  • Developed and implemented policies, procedures and process improvement initiatives to improve retention rates and increase customer satisfaction.
Fraud Analyst, 08/2003 to 11/2006
INFISTAR CORPORATIONCity, STATE,
  • Tracked unusual buying activity on card holders accounts to determine fraudulent activity based on card-holder usage Recommended changes to existing methods to increase the accuracy, efficiency and responsiveness of the customer service department.
  • Developed effective relationships with all call center departments through clear communication.
  • Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.
  • Improved customer ratings by 90% Demonstrated mastery of customer service call script within specified time-frames.
  • Provided accurate and appropriate information in response to customer inquiries.
  • Made reasonable procedure exceptions to accommodate unusual customer requests.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
Education
Bachelors Program Marketing Degree: Business Marketing Finance and Business Development, Expected in
Oglethorpe University - Atlanta, GA
GPA:
Business Marketing Finance and Business Development
Social Media and Communications Coursework Practical Product Management Seminar Coursework in Business Administration and Accounting: , Expected in
- ,
GPA:
Skills
Account Management, Accounting, attention to detail, Billing, Business Administration, call center, Closing, Conflict resolution, Creative Problem Solving, Critical Thinking, Customer Relationship Management, client, clients, Client Relations, customer satisfaction, Excellent Customer Service, customer service, Data Collection, Data Entry, Delivery, fast, financial, Inventory control, leadership, Market Research, Marketing Strategies, Marketing, Excel, MS Office, Power Point, Windows, Word, Multi-tasking, Needs Assessment, Internet Research, Persuasive, policies, Pricing, process improvement, Product Management, promotion, Quality, rapport, Receiving, Sales, script, surveys, Team management, Telephone Skills, Time Management

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School Attended

  • Oglethorpe University

Job Titles Held:

  • Assistant Manager
  • Gen. Manager
  • Lead Service Analyst III
  • Fraud Analyst

Degrees

  • Bachelors Program Marketing Degree
  • Social Media and Communications Coursework Practical Product Management Seminar Coursework in Business Administration and Accounting

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