call center customer service representative resume example with 15+ years of experience
JessicaClaire
, , 609 Johnson Ave., 49204, Tulsa, OK100 Montgomery St. 10th Floor
H: (555) 432-1000
C:
resumesample@example.com
Date of Birth:
India:
:
single:
:
Professional Summary
Knowledgeable and dedicated Customer Service professional with extensive Call Center experience. Solid team player with outgoing, positive demeanor, and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, energetic, and results-oriented with exemplary passion for customer satisfaction, enhanced customer experiences, and collaborative partnerships.
Skills
CRM
Organization And Time Management
Ms Office
Maintenance And Repair
Reporting And Analysis
Product Tests
Analytical And Critical Thinking
Student Registration And Orientation
Verbal And Written Communication
Excellent Communication
Answering Questions
Proficiency In Ms Office
Ability To Manage
Technical Skills
Providing Information
Career Fairs
Customer Service Skills
Communication Skills
Insurance Knowledge
Work History
Call Center Customer Service Representative, 10/2022 - Current Swedishamerican – Roscoe, IL,
Recently Promoted to Live Chat Support due to high metrics, high achievements and high customer service survey ratings.
Resolved concerns with products or services to help with retention and drive sales.
Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
Responded to incoming calls / e-mails and may initiate outgoing calls, providing customer service.
Used strong attention to detail to accurately enter data, research and resolve questions.
Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Made changes to plans, answered benefit and product related questions, resolved issues and educated customers.
Educated customers on current promotions, upgrades or new offerings available under current plan.
Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Responded to customer calls, LiveChat and emails to answer questions about products and services.
Documented and detailed calls and complaints using call center's CRM database.
Attended telephone skills and program information training sessions to boost aptitude.
Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Responded proactively and positively to rapid change.
Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
Artistic Director, 07/2011 - 09/2022 The Guardians Institute Museum - Nonprofit Org – City, STATE,
Trained and on boarded 22 new team members, resulting in 20% less manager time required to onboard new employees through use of software learning tools.
Created arts organization's seasonal performance and exhibition program and selected performers and artists for upcoming events.
Reduced errors and delays by 30% by writing and enforcing administrative procedure plans.
Enhanced business process by creating expense reports, budgets and filing systems for management team resulting in improved communication.
Seamlessly improved workflow by updating spreadsheets and database to track, analyze and report on performance and sales data.
Facilitated successful move to new office in 2021, coordinating more than 200 employees across 6 different departments to limit downtime and maximize productivity during office transition.
Managed 29 staff (11 direct reports, 18 indirect) 2 office locations and 3 business divisions including hiring, performance reviews and day to day guidance and oversight.
Improved Executive correspondence by transcribing meeting minutes to support sales, business development and senior management teams.
Boosted team productivity and supported Executives by preparing presentations, materials and documentation for use executives in meetings and engagements.
Coordinated complex annual meeting involving multiple presenters, high number of global attendees and robust budget encompassing livestream production, remote location arrangements and senior executive accommodations with 100% accuracy.
Improved workflows by documenting and distributed meeting notes to identify, analyze and strengthen team.
College Success Guidance Counselor, 01/2014 - 05/2016 College Track Nonprofit Organization – City, STATE,
Used data to monitor students' progress and recommend solutions for improvement.
Recruited high school and middle school students by making presentations at schools.
Reviewed and discussed new students' academic credentials, interests, and educational goals.
Recruited future College Track students through informativepresentations at high school college and career fairs.
Regularly met with enrolled students to confirm success and identify problem areas.
Identified and addressed concerns of incoming students and parents.
Gathered necessary paperwork and applications for students to initiate enrollment process.
Connect with prospective students by telephone, email, and through online presentations to advise them on Colleges and encourage them to apply.
Used consultative approach to help guide students through decision making process.
Taught College 101 seminar classes and presented self-help informational sessions on subjects related to education and career planning to over 80 students per day.
Conducted weekly mentor conferences with students for progress.
Achieved performance goals for each term at every stage of the
admission process.
Reviewed transcripts to ensure eligibility for admission to a specific
program and evaluates transfer credits and applicability to program
requirements and makes referrals when necessary.
Used data to monitor students' progress and recommend solutions for improvement throughout the admission process.
Collaborated with organization's leaders to plan, coordinate, and facilitate educational programming for 9th-12th grade students, and alumni college students.
Worked with Director of Student Activities to coordinate alumni programming and high school junior/senior college tours.
Facilitated classroom discussions to emphasize bullying prevention and college readiness.
Communicated regularly with parents and guardians about student
progress, working to involve parents in educational goals.
Developed and conducted workshops and seminars to educate students, faculty and parents on ACT/SAT testing programs, college visits, financial aid programs, and scholarship opportunities.
Provided crisis intervention in response to emergencies, employing existing trust, and rapport to deescalate situations.
Maintained positive relationships with students, faculty, alumni and
administration.
Worked with individuals to help understand and overcome personal, social or behavioral problems affecting educational or vocational situations.
Administrative Assistant - Transcript Technician, 08/2007 - 05/2011 University Of Southern California – City, STATE,
Spearheaded reorganization of record keeping process that led to 20% of time savings across administration team.
Assisted in continuous improvement activities while developing and maintaining resulting documents.
Maintained document control system and updated work instructions, procedures and associated databases.
Trained administrative assistants during period of company expansion to ensure attention to detail during period of company expansion to ensure attention to detail and accuracy of work.
Contributed to design and implementation of overall corporate documentation standards, numbering conventions and templates.
Monitored and created control reporting to track performance of system and process integrity, vendors, internal workflows and SLAs.
Modified and maintained tools to support operations and business process creation using Adobe Acrobat, SharePoint, Excel and Access capabilities.
Identified areas of weakness and recommended or implemented process improvements.
Generated reports and typed letters in Word and prepared PowerPoint presentations.
Education
Master of Fine Arts: Film Studies, Expected in 05/2011 - University of Southern California - Los Angeles, CA GPA: Status -
Received Jane Fonda Scholarship
Bachelor of Science: Digital Communications And Multimedia, Expected in 12/2005 - University of New Orleans - New Orleans, LA GPA: Status -
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