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Call Center Customer Service Representative Resume Example

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CALL CENTER CUSTOMER SERVICE REPRESENTATIVE
Professional Summary

Personable Customer Service professional offering over 6 years of experience resolving account and service concerns for customers. Smoothly uncovered and solved challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success.

Skills
  • Customer Service
  • Telecommunications
  • Data Entry
  • Upselling products and services
  • Customer contact
  • Customer Billing
Work History
Call Center Customer Service Representative, 06/2017 to 05/2020
Miracle Ear – Lafayette, Louisiana
  • Resolved customer problems and complaints by listen to customers complaint, and thanking customer for bringing matter to facilities attention
  • Assisted in administrative duties for office team, including making phone calls, copies and schedules
  • Oversaw inventory activities, including materials monitoring, ordering or requisition and supply stocking or re-stocking
  • Collected, sorted, distributed and sent mail and packages
  • Kept records in file based to maintain physical data by entering and updating information
  • Triaged incoming calls on 5-line phone system and directed to departments based on customer needs
  • Detailed payment options and transferred customers to billing department for payment or further questions regarding bill
  • Answered up to 60+ incoming calls in busy, fast-paced global call center
Call Center Representative, 07/2015 to 12/2016
AT&T Center – Lafayette, LA
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards
  • Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores
  • Contributed to company achieving and holding industry-leading customer service ratings
  • 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
  • Collaborated with internal partners and customers to determine user needs and deliver technical protocols to correct
  • Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response
  • Promoted available products and services to customers during service, account management and order calls
  • Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices
  • Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service
  • Ensured accurate responses to questions and inquiries by maintaining advanced product knowledge
  • Answered customer questions regarding merchandise and pricing
  • Automated processes to manage remote network
  • Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information
  • Managed customer calls effectively and efficiently in complex, fast-paced and challenging call center environment
  • Maintained customer satisfaction rate of 100%
Call Center Customer Service Representative, 08/2012 to 11/2014
Dealers Greatest Assests – Bonita, Florida
  • Assisted customers with setting appointments, shipping and special order requests, and arranging merchandise pick-up at other locations
  • Offered advice and assistance to customers, paying attention to special needs or wants
  • Received incoming calls and paged individuals and departments over PA system
  • Supported customers by managing 50+ calls per day efficiently while maintaining professionalism and upbeat tone
  • Managed 3-line switchboard system for busy car dealerships
Education
High School Diploma: 2011
Carencro High School - Lafayette, LA
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Resume Overview

Companies Worked For:

  • Miracle Ear
  • AT&T Center
  • Dealers Greatest Assests

School Attended

  • Carencro High School

Job Titles Held:

  • Call Center Customer Service Representative
  • Call Center Representative

Degrees

  • High School Diploma : 2011

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