, , 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - resumesample@example.com - -
Boost customer service team productivity while maximizing customer satisfaction with strategic call management and process improvement strategies. Skilled leader with excellent program management, relationship-building and administrative expertise. Accomplished in training new employees and mentoring established associates to drive continuous improvement. Dedicated representive talented at processing high volumes of error-free transactions and meeting departmental goals. Offering 3 years of experience in quickly resolving any issues and maximizing customer retention opportunities. Proficient in managing conversational flow and diffusing difficult customer situations.
- Behavior Management
- Activity Planning
- Meal and snack preparation
- Child Safety Procedures
- Service desk support
- Call center experience
- Technical troubleshooting
- Customer support needs assessment
- Computer maintenance
- Insurance billing
- Planning and coordination
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- Communications
- Team management
- Team building
- Process improvement
- Administrative support
- Project organization
- Business operations
- Organization
- Customer service
- Relationship development
- Supervision
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10/2020 to Current Customer Service Representative Stockx – Portland, OR,
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Assisted approximately 25 customers each day with Health Care questions.
- Assessed customer needs and upsold products and services to maximize plan sales.
- Evaluated customer account information to assess current issues and determine potential solutions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Delivered service and support to each customer, paving way for future business opportunities.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Consulted with customers to determine best methods to resolve service and billing issues.
04/2017 to 02/2020 Babysitter Breckenridge Grand Vacations – Breckenridge, CO,
- Helped prepare meals, snacks and refreshments for children, accounting for individual dietary needs and restrictions.
- Engaged with children, providing nurturing, safe environments to promote emotional, social and intellectual growth.
- Discussed household rules, children's progress and routines with parents to foster stable and structured environment.
- Observed and monitored play to identify developmental strengths and target areas for enrichment activities.
- Kept parents' contact information, emergency services phone number and child’s health history on hand in case of emergency situations.
- Monitored children's safety and well-being to prevent accidents and falls.
- Improved group and individual behavior by employing positive management strategies.
- Calculated amount owed for services and collected payment from parents.
- Discussed new developments, misbehavior and concerns with parents or guardians.
- Cooked nutritious meals to promote healthy diet and nutrition.
- Organized and planned age-appropriate lessons involving reading, crafts, music and movement.
- Helped children complete homework and special assignments daily to support academic performance.
- Balanced schedules to provide optimal rest, play and educational periods.
03/2011 to 03/2016 Assistant Manager United Pacific – Fontana, CA,
- Planned and prepared workflow schedules, delegating tasks for 20-member team.
- Analyzed monthly sales and performance reports to support operational planning and strategic decision making.
- Secured revenue, accurately monitoring transactions and deposits to eliminate discrepancies.
- Cultivated hands-on training, assessment, guidance and performance monitoring programs to coach and mentor employees.
- Conducted job interviews, led employee performance evaluations with constructive feedback and rewarded top sales performers to attract and retain top-quality personnel.
- Collaborated with store manager to develop strategies for achieving sales and profit goals.
- Organized schedules, workflows and shift coverage to meet expected business demands.
- Enforced company policies and procedures to strengthen operational standards across departments.
- Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
- Directed and led employees, supervising activities to drive productivity and efficiency.
- Drove operational efficiency, building customer rapport to foster loyalty and increase sales.
- Reviewed sales reports to enhance sales performance and improve inventory management accuracy.
- Improved efficiency and productivity by implementing organization systems for financial reports, schedules and inventory control.
- Completed inventory audits to identify losses and project demand.
- Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership.
- Enhanced sales by implementing merchandising and promotional improvements.
- Delegated daily tasks to team members to optimize group productivity.
- Implemented training processes for newly hired employees and supervised department managers, shift leads and production personnel.
01/2008 to 12/2011 Team Leader City Of Indianapolis And Marion County – Indianapolis, IN,
- Integrated process improvements to increase overall workflow.
- Developed and deployed new services and implemented new company policies.
- Promoted to leadership position in recognition of strong work ethic and demonstrated ability to provide exceptional customer service.
- Directed and led employees, supervising activities to drive productivity and efficiency.
- Interviewed, hired and trained new quality customer service representatives.
- Enforced adherence to company policies, answered coworkers' questions and trained new personnel.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Assessed customer needs and upsold products and services to maximize sales.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Assisted approximately 30 customers each hour with internet service questions.
Expected in 06/2007 High School Diploma:
Los Fresnos High School - Los Fresnos, TX
GPA:
Expected in Associate of Science: Library Science
UTB - Brownsville, TX,
GPA:
- Won "Customer Service Path" for Senior Customer Service Associate.
- Received numerous referrals to other families due to exceptional reliability, affordable rate and positive reports.
- Won "Certificate of Completion" for Video Repair Training.
- Employee of the month for Converges.
- Award of Excellence for the delivery of excellent service.
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