LiveCareer-Resume

bgco customer service rep resume example with 5+ years of experience

JC
Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000, resumesample@example.com
Summary

Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.

Skills
  • Credit Card Payment Processing
  • Customer Account Management
  • Upselling Products and Services
  • POS Systems and Ordering Platforms
  • Multitasking and Prioritization
  • Spanish Fluency
  • Creative Problem Solving
  • Calm and Professional Under Pressure
  • Call Documentation
  • Customer Service
  • Data Entry
  • Inbound and Outbound Calling
  • Technologically Savvy
  • LiveChat Messaging
  • Excellent Attention to Detail
  • Call Volume and Quality Metrics
  • Promoting Brand and Company Identity
  • Computer Proficiency
  • First-Tier Technical Support
  • Salesforce CRM
  • Computer Skills
Experience
12/2020 to Current BGCO CUSTOMER SERVICE REP Puff Co | Los Angeles, CA,
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
  • Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
  • Used proven techniques to de-escalate angry customers during telephone interactions.
  • Mentored new employees on procedures and policies to maximize team performance.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Assisted customers with making payments or establishing payment plans to bring accounts current.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Made outbound calls to obtain account information.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Resolving billing complaints, providing refunds, applying credits and adjusting bill if necessary
  • Recommending & Sharing knowledge of our current and upcoming products
  • Transferring calls to their proper destination
  • Troubleshooting network issues that are impacting the performance of our network
  • Adding and Removing IP address and Network Extenders for customers
  • Trained in ACSS.
  • Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
  • Updated customer accounts, addresses and contact information within call management databases.
  • Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
  • Managed customer expectations by clarifying needs, identifying options and recommending products and services.
  • Offered resolutions to de-escalate calls and solve customer issues.
12/2016 to 08/2021 Assistant Total System Services, Inc. | UT, State,
  • Assisted with free estimates while also performing light office duty such as filing, copying, printing and faxing
  • Obtained signatures for financial documents and internal and external invoices.
  • Answered incoming calls and recorded accurate messages.
  • Maintained positive working relationship with fellow staff and management.
  • Reserved and managed meeting room availability.
  • Scheduled service and changed and ordered toner to keep printers and copiers functioning.
  • Received and distributed mail, letters and packages.
  • Scheduled and coordinated meetings, appointments and travel arrangements for managers or supervisors.
12/2019 to 12/2020 Banking Customer Service Representative TaskUs | City, STATE,
  • Opened customer accounts by recording account information into job-related software.
  • Referred unresolved customer grievances to designated departments for further investigation.
  • Assisted members in managing online services and achieving daily banking needs.
  • Attracted potential customers by answering product and service questions and suggesting information about other offerings.
  • Calculated daily transactions with adding machines and calculators.
  • Used credit reports to determine credit worthiness of potential applicants.
  • Created friendly connections and developed rapport with customers by providing outstanding, personalized service.
  • Updated databases with new and modified customer data.
12/2018 to 12/2019 Tier 1 Mac+ Chat Spanish Tech Support VMC Volt | City, STATE,
  • Nurtured existing relationships with longtime customers while exploring opportunities to develop partnerships with prospects and leads.
  • Used various skills to resolve problems in reasonable amount of time.
  • Walked customers through online demonstrations to support better understanding of product features.
  • Maintained understanding of company computer software, products and services.
  • Answered questions from customers that came in through the company's online chat feature.
  • Provided exceptional coaching to new hires and offered positive feedback on completed tasks.
  • Served as first point of contact for incoming technical service calls.
  • Demonstrated advanced product knowledge to solve customer issues.
  • Walked customers through common phone hardware and software configurations to maximize service functionality.
  • Implemented new security protocols to prohibit trespassing and increase safety.
  • Researched issues on various computer systems and databases to determine resolutions to problems and answer inquiries.
  • Created new accounts, reset passwords and configured access to servers and file management software for users.
  • Identified opportunities to upsell technical products and services, boosting revenues to existing accounts.
Education and Training
Expected in 06/2010 High School Diploma | EAST CENTRAL ISD, San Antonio, TX, GPA:
  • Enrolled in Digital Campus Program
  • FCCLA [Family, Career, and Community Leaders of America] Member, 2006
Expected in Associate of Applied Science | Business And Management Palo Alto College, San Antonio, TX GPA:

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Resume Overview

School Attended

  • EAST CENTRAL ISD
  • Palo Alto College

Job Titles Held:

  • BGCO CUSTOMER SERVICE REP
  • Assistant
  • Banking Customer Service Representative
  • Tier 1 Mac+ Chat Spanish Tech Support

Degrees

  • High School Diploma
  • Associate of Applied Science

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