LiveCareer-Resume

call center customer service representative resume example with 14 years of experience

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

Hardworking and knowledgeable customer service agent well-versed in using scripts and personal expertise to address diverse customer concerns. Self-motivated and independent in sourcing and implementing solutions. Good conflict mediation and multitasking abilities.

Diplomatic Customer Service Agent versed in applying strong communication, problem-solving skills and polite, professional demeanor to resolve customer issues and maximize satisfaction. Experienced in exceeding performance goals in fast-paced call center environments. Trained in connecting with customers to build positive relationships and strengthen loyalty.

Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions.

Productive Call Center Representative with 11 years of experience building rapport with clients and providing quality support. Gifted in answering large volume of customer calls and resolving customer complaints. Recognized for consistently earning top customer satisfaction ratings.

Flexible Customer Service Representative offering 11 years of success in resolving customer concerns and inquiries. Versed in accurately documenting call details and preparing reports. Committed to providing helpful answers and relevant information to retain clients.

Skills
  • Membership renewals
  • Call center operations
  • Account management
  • Training and development
  • Data entry
  • Quality control
  • Shipping and receiving understanding
  • Direct sales
  • Customer relations
  • Inbound and Outbound Calling
Experience
Call Center Customer Service Representative, 03/2016 - 05/2022
Concealed Coalition Peoria, IL,
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
  • Managed customer expectations by clarifying needs, identifying options and recommending products and services.
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
  • Documented customer correspondence in CRM to track requests, problems and solutions.
  • Maintained strong call control and quickly worked through scripts to address problems.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Pursued networking opportunities to advance client relations skills and enhance customer satisfaction.
  • Helped clients navigate online systems within established frameworks to obtain services.
  • Strengthened team performance and productivity by training and inspiring team members.
  • Implemented additional services to maintain exceptional client service ratings.
  • Answered, screened and processed high volume of calls daily with call management system and web-based communications.
  • Assisted [Number]+ callers per week in fast-paced environment.
  • Performed needs analysis and presented options based on findings to help customers make decisions.
Customer Service Associate, 09/2011 - 11/2016
Par Pacific Holdings Inc Lewiston, ID,
  • Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Educated customers on special pricing opportunities and company offerings.
  • Documented customer correspondence in CRM to track requests, problems and solutions.
  • Met and exceeded productivity targets by handling every interaction with top-notch customer service.
  • Assisted customers with making payments or establishing payment plans to bring accounts current.
  • Upheld quality control policies and procedures to increase customer satisfaction.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Processed documentation and troubleshot discrepancies to build client rapport.
  • Troubleshot shortages and overages to support quality control efforts.
  • Organized and prioritized tasks and activities and worked within strict timeframes and deadlines.
  • Handled large amounts of cash and balanced cash drawer daily within prescribed balancing guidelines.
  • Explained benefits, features and recommendations to maximize client retention.
  • Reviewed account and service histories to identify trends and resolve issues.
  • Improved customer service wait times to mitigate complaints.
  • Relayed customer feedback to cross-functional teams to improve products and services.
  • Performed needs analysis and presented options based on findings to help customers make decisions.
  • Consulted with customers regarding needs and addressed concerns.
  • Organized client contracts, records, reports and agendas to strengthen traceability.
  • Rolled out operational improvements and solutions to deliver top-notch customer service.
  • Trained new hires on products and services, best practices and protocols to reduce process gaps.
Customer Service Agent, 02/2008 - 06/2011
Formlabs Chicago, IL,
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
  • Managed high-volume of inbound and outbound customer calls.
  • Documented customer correspondence in CRM to track requests, problems and solutions.
  • Maintained strong call control and quickly worked through scripts to address problems.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Pursued networking opportunities to advance client relations skills and enhance customer satisfaction.
  • Suggested suitable options for unavailable products and services to retain customers.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Fielded customer complaints and queries, fast-tracking them for problem resolution.
Education and Training
High School Diploma: , Expected in 05/2005
-
Arlington High School - Arlington, TX,
GPA:
Status -

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Resume Overview

School Attended

  • Arlington High School

Job Titles Held:

  • Call Center Customer Service Representative
  • Customer Service Associate
  • Customer Service Agent

Degrees

  • High School Diploma

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