Call Center Customer Service Representative resume example with 10+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:
Professional Summary

Innovative Call Center Representative with years of experience providing excellent support to clients while building rapport. Adept in implementing problem-solving techniques for customer complaints and handling high call volume. Successful at maintaining high customer satisfaction ratings through friendly demeanor and assistance with additional customer questions.

  • Verbal and Written Communication
  • Courteous with Strong Service Mindset
  • Order and Refund Processing
  • Upbeat and Positive Personality
  • Calm and Professional Under Pressure
  • POS Systems and Ordering Platforms
  • Data Entry and Maintenance
  • Customer Retention Strategies
  • Efficient and Detail-Oriented
  • Multitasking and Prioritization
  • Customer Account Management
  • De-escalation Techniques
  • CRM Software
  • Responding to Difficult Customers
  • Customer Data Confidentiality
  • Creative Problem Solving
  • Understanding Customer Needs
  • Issue and Complaint Resolution
  • Building Customer Trust and Loyalty
  • Regulatory Compliance
  • LiveChat Messaging
  • Strong Analytical and Problem Solving Skills
  • Excellent Attention to Detail
  • Proficiency in Microsoft Office and G Suite
  • Call Volume and Quality Metrics
  • Computer Proficiency
Work History
Call Center Customer Service Representative, 08/2020 - 09/2021
Spectrum Biron, WI,

Currently taking calls for the Employment Development Department in California as a Tier 1 Agent. I take calls from Claimants regarding their personal Unemployment Insurance claims. The duties I perform daily is, making weeks available for claimants to certify, update claimants contact information, identify if the claimant has been issued payments and stimulus benefits or if there is an issue that is preventing the Claimant from collecting benefits on their active claim, complete wage overlaps,add or delete wages for claimant, lift or purge prior disqualifications that's preventing the Claimant from collecting benefits on their active UI claim, send a recomputation to add wages to a claim, and back date claims for Claimants. I currently have experience working with EDD's programs such as, Single Client Data-Base (SCDB), California Unemployment Benefit Services (CUBS), and BPO Admin. This job requires understanding of the UI program, active listening, effective communication,empathy, open-mindedness, quick thinking, timeliness, conflict resolution, and building rapport. I am also able to access the resources provided for me so that I can do my job efficiently.

  • Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Contributed to company achieving and holding industry-leading customer service ratings.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Researched issues through identification of similar past problems and recommended most appropriate solution.
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.
  • Answered over 100 calls per shift to meet fast-paced call center demands.
  • Performed various clerical duties by filing and faxing documents and creating customer databases.
  • Documented and detailed calls and complaints using call center's CRM database.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Responded to customer comments and questions via LiveChat during shifts.
WAITRESS, 06/2015 - 04/2020
Healthcare Services Group Baltimore, MD,
  • Check with customers to ensure that they are enjoying their meals and take action to correct any problems.
  • Collect payments from customers.
  • Write patrons' food orders on order slips, memorize orders, or enter orders into computers for transmission to kitchen staff.
  • Prepare checks that itemize and total meal costs and sales taxes.
  • Take orders from patrons for food or beverages.
  • This high energy job requires amazing customer service and verbal communication.
  • As a waitress, communication is very important in establishing customer relationships.
  • It also requires organizational skills, knowledge of math, being able to multi- task in a short period of time, and being able to resolve conflict with a desirable outcome.
  • This job also requires thoroughness, cleanliness, and team- work.
Catholic Health Initiative Las Vegas, NV,
  • My administrative assistant position required communication and correspondence with the restaurant owners and upper management.
  • I was also required to maintain effective financial records for the restaurant.
  • I was required to do the daily business for the restaurant.
  • The daily business included the restaurants sales from the previous day, including any invoices, payouts, all money in tills, ect.
  • Also being professional and courteous, working well with others, being detail oriented and accurate with payroll, and working with large amounts of money are some more skills that I am capable of.
  • Time management was also very important in this position.
  • My waitressing job required amazing customer service, teamwork, a level of professionalism, math skills, cleanliness, and amazing time management skills so that your customers can enjoy an amazing dining experience and become regulars.
Associate: Arts/ Social Science, Expected in
Associate: Science/ Nutrition, Expected in
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Associate: Arts/ Interdisciplinary Studies: Social and Behavioral Sciences, Expected in
- ,
Associate: Arts/ Interdisciplinary Studies: Arts and Humanities, Expected in
- ,

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