Livecareer-Resume
JC
Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000, resumesample@example.com
Professional Summary

Organized Call Center Agent offering 48,000 calls made yearly in my career sales and customer service. Committed to quickly and thoroughly answering customer questions. Experienced in training new employees on processes and procedures. Patient professional talented at assisting customers with questions and concerns, entering and updating customer details and managing escalated issues. Enthusiastic and service-oriented individual with exceptional communication and multitasking abilities. Proficient in Microsoft ] and liveops. Empathetic Call Agent with proven ability to build strong customer relationships. Caring and kind with focus on understanding and resolving customer issues. Polite and professional as a Call Agent successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships. Personable and energetic Receptionist committed to delivering excellence in all facets of customer service and administrative support. Offers honed competencies in data-entry, database management and scheduling. Dedicated to offering exceptional assistance to team members and clients. Skilled at coordinating appointments, organizing mail and collecting messages to facilitate office communication. Positive and upbeat with strong relationship-building abilities. Personable and energetic Receptionist committed to delivering excellence in all facets of customer service and administrative support. Offering honed competencies in data-entry, database management and scheduling. Outgoing and friendly receptionist delivering customer service and administrative excellence, including clerical support and public interaction. Excels in calendar management, scheduling, data-entry and database administration. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Organized Virtual Assistant dedicated to improving accuracy and efficiency by maintaining and developing administrative and procedural processes. Focused and communicative individual possessing superb data entry, time management and customer service skills. Offering 6+ years of experience providing quality administrative support to clients. Focused customer relations professional skilled in lead generation, customer relationship development and sales. Accomplished in providing unsurpassed support to demanding customers. Offering 6+ years of experience in related roles, as well as passion for improving service delivery, enhancing knowledge and exceeding expectations. Enthusiastic Service Call Center Agent with years of hands-on experience delivering first call resolution results. Works closely with clients to assess needs and promote satisfaction among clients and companies. Positively contributes to team morale and productivity by assisting team members and taking additional training. Helpful Telephone Operator adept at providing detailed and correct information to inquiring customers. Skilled in front desk management and call routing. Displays poised and eloquent demeanor to convey positive company image. Articulate Telephone Operator driven to deliver top-notch telephone management services. Organizes work area to promote efficiency and provides superior customer service. Bilingual with advanced-level skills in english , Spanish , portugués . Organized Virtual Assistant dedicated to improving accuracy and efficiency by maintaining and developing administrative and procedural processes. Focused and communicative individual possessing superb data entry, time management and customer service skills. Offering 6+ years of experience providing quality administrative support to clients.

Skills
  • Documentation and reporting
  • Communication skills
  • CallSelect communication systems
  • Gathering information
  • Payment Processing
  • Answering questions
  • Telemarketing expertise
  • Problem-solving skills
  • Call center operations
  • Microsoft Office
  • Quality Assurance
  • Customer and client relations
  • Office administration
  • Multi-line Telephone Systems
  • Bookkeeping
  • Staff Management
  • Business Operations
  • Database administration
  • Money handling abilities
  • Report preparation
  • CRM
  • Complaint resolution
  • Key holder experience
  • Key stakeholder relationship building
  • Retail materials management
  • Sales expertise
  • Training and Development
  • Conflict Resolution
  • Priority Management
  • Interpersonal Communication
  • Scheduling
  • Processes and Procedures
  • Leadership
  • Business administration
  • Strategic sales knowledge
  • Process Optimization
  • Warehousing Practices and Procedures
  • Customer Relations
  • Excellent written and oral communication
  • Data Management
  • Good communication skills
  • Telephone etiquette
  • Training development aptitude
  • Service standard compliance
  • Multi-line phone talent
  • Account Management
  • Shipping procedures understanding
  • Staff education and training
  • New Product Information
  • Customer Complaint Resolution
  • Product Knowledge
  • Quality Management
  • Technical Support
  • Billing Inquiries
  • Troubleshooting Technical Issues
  • Resolving Shipping and Delivery Problems
  • Customer Accounts Management
  • Call Volume Analysis
  • Conflict resolution
  • Service recommendations
  • Effective communication skills
  • Documentation and paperwork
  • Appointment Scheduling
  • Application Review
  • Resource information
  • MS Office
  • Operational improvement
  • Supervision
  • Program knowledge
  • Relationship development
Work History
04/2020 to Current Customer Service Specialist Frito-Lay North America | Granby, CO,
  • Processing unemployment claims for the deo of the state of Florida .
  • Claim specialist worked on different claimant every day handle up to 100 calls a day
  • Fast paced learner
  • Self organized
  • Increased efficiency and team productivity by promoting adherence to operational best practices and company policies.
  • Surpassed performance goals by approaching all interactions with resourcefulness, organization and customer-centric solutions.
  • Inputted all gathered information and researched data on applicants into computer system using microsoft , PowerPoint.
  • Interviewed applicants and explained scope of different available benefits.
  • Wrote job orders from employers to record accurate description of required job duties, working hours and wages.
  • Managed processing of all benefits applications, including those for financial assistance and food stamps.
  • Developed extensive fact-checking and research skills as result of continuously reviewing different programs and options.
  • Communicated with people from various culClairees and backgrounds on application process.
  • Provided job-seeking skills training in group and individual settings, including re-employment services, job clubs and job search assistance.
  • Assessed information gleaned from interviews, educational, and medical records, consultation with other professionals and diagnostic evaluations to identify clients' abilities, needs and eligibility for services.
  • Used computer-aided guidance packages such as skills assessment tools, career planners, psychometric tests and personal inventories to assist clients in determining strengths and weaknesses.
  • Reviewed applications for different aid programs and determined which qualification criteria for individuals.
  • Kept up-to-date with labor market information and professional developments by visiting training providers, professional bodies and employers.
01/2013 to 02/2016 Supervisor Kohler | Brownwood, TX,
  • Team building Communication Detail oriented.
  • Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
  • Established and updated work schedules to account for changing staff levels and expected workloads.
  • Conferred with sales teams and team leaders to communicate targets, boost revenue and improve promotional strategies.
  • Evaluated interactions between associates and customers to assess personnel performance and customer satisfaction.
  • Exceeded team goals and collaborated with staff members


    to implement customer service initiatives.
  • Researched and corrected regular, advanced and long-standing customer concerns to promote company loyalty.
  • Monitored metrics and developed actionable insights to improve efficiency and performance.
  • Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
  • Maintained accurate, current and compliant financial records by monitoring and addressing variances.
  • Compiled and analyzed customer feedback data to develop new strategies and corrective action.
02/2016 to 03/2020 Call Center Agent Heritage Federal Credit Union | Evansville, IN,
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Educated customers on product and service details and information.
  • Answered customer questions regarding merchandise and pricing.
  • Assisted 120 customers in average 34 hours weekly by answering questions, responding to inquiries and handling telephone requests.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
  • Responded to customer requests for products, services and company information.
  • Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
  • Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.
  • Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
02/2010 to 03/2012 Call Center Customer Service Specialist Sykes Enterprises Incorporated | OH, State,
  • Educated customers how to use company systems, complete forms and obtain desired services.
  • Conferred with customers about concerns with products or services to resolve problems and drive sales.
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.
  • Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
  • Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
  • Responded to customer comments and questions via LiveChat during 40-hour shifts.
  • Referred complex issues relating to online order system or technology to help desk for further evaluation.
  • Educated customers on current promotions, upgrades or new offerings available under current plan.
  • Contributed to company achieving and holding industry-leading customer service ratings.
  • Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
  • Initiated termination of customer contract upon request.
  • Documented and detailed calls and complaints using call center's CRM database.
  • Answered up to 120 incoming calls in busy, fast-paced global call center.
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
01/2021 to Current Remote Customer Support Agent Everise | City, STATE,
  • Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.
  • Shared strategic insights with interdepartmental teams regarding customer experience and service-related trends to improve service delivery.
  • handle inbound calls and outbound calls.

  • Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
  • Liaised with internal teams to resolve customer concerns, escalate issues and serve as company ambassador.
  • Documented customer interactions in computer system and assisted cross-functionally with billing and technical support to deliver high-quality customer service.
  • Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
  • Connected with customers to address questions and resolve issues through phone and email.
  • Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
  • Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
  • Contributed ideas and practical solutions to support process improvement efforts.
Education
Expected in 06/2015 High School Diploma | North American Academy High School, Miami, FL GPA:
Accomplishments
  • Resolved product issue through consumer testing.
  • Supervised team of 21 staff members.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

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    School Attended

    • North American Academy High School

    Job Titles Held:

    • Customer Service Specialist
    • Supervisor
    • Call Center Agent
    • Call Center Customer Service Specialist
    • Remote Customer Support Agent

    Degrees

    • High School Diploma

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