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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 2 years of experience resolving account and service concerns for Verizon customers. Smoothly uncovered and solved challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success. Polite and professional customer care representative 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 Customer Service professional offering over 2 years of experience resolving account and service concerns for Verizon customers. Smoothly uncovered and solved challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success.

Skills
  • Scheduling
  • Invoicing
  • Due Diligence
  • Customer Complaint Resolution
  • Service Level Agreements
  • New Product Information
  • Call Volume Analysis
  • Quality Management
  • Billing Inquiries
  • Customer Accounts Management
  • Prospecting Clients
  • Account Closing
  • Customer support
  • Documentation and reporting
  • Verbal and written communication
  • Logging call information
  • Problem-solving skills
  • Brand representation
  • Answering questions
  • Microsoft Office
  • Client communication
  • Proficient in Ms Word, Ms Excel
  • Call center operations
  • French and English fluency
  • Repair
  • Client Needs Assessment
  • Sales Goals
Work History
06/2018 to 03/2020Call Center Customer Service RepresentativeVerizon Wireless | Baltimore, MD
  • Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
  • Reduced downtime to support quality control, boost revenue and complete projects on time and under budget.
  • Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.
  • 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.
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.
  • Conferred with customers about concerns with products or services to resolve problems and drive sales.
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
  • Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
  • Used consultative sales approach to understand customer needs and recommend relevant offerings.
  • Educated customers on company systems, form completion, and access to services.
  • Answered average of 25 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Contributed to company achieving and holding industry-leading customer service ratings.
05/2016 to 06/2018Front Desk ClerkHope Found Inc | Kensington, MD
  • Prepared weekly employee work schedules for 15 team members ensuring all shifts received adequate coverage.
  • Maintained financial accuracy by collecting deposits, fees and payments.
  • Maintained transaction security by verifying payment cards against identification.
  • Planned coverage needs and organized services to support incoming special events.
  • Arranged accommodations and travel plans for visitors and presented updated itineraries.
  • Kept accounts in balance and ran daily reports to verify totals.
  • Promptly answered multi-line phone system and greeted callers enthusiastically.
  • Retrieved mail, packages and documents on behalf of guests, promptly verifying receipt and arranging for pickup or transmittal.
  • Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
03/2010 to 06/2014Warehouse Inventory Control ManagerRestaurant Depot | Alexandria, VA
  • Inventoried warehouse stock on monthly, quarterly and annual basis.
  • Assisted management staff with maintaining budget and schedule controls using standard project management protocols.
  • Managed timely and effective replacement of damaged or missing products.
  • Offered expertise in inventory management and current stock levels to internal teams and customers to facilitate accuracy and product availability.
  • Collaborated with sales team members to stay current on inventory levels, complete accurate orders and resolve item issues.
  • Alternated goods in inventory by observing first-in/first-out approach to keep shelves organized and properly stocked.
  • Created and enforced detailed organization processes to increase quality service standards.
  • Removed all debris and packaging from boxes and separated for recycling or disposal.
  • Inspected work areas for cleanliness and obstacles and removed cartons and boxes to keep work areas organized and hazard-free.
  • Tracked production and quality control systems to proactively identify deficiencies.
  • Calculated correct order totals, updated accounts and maintained detailed records for inventory management.
  • Accepted delivered packages, verified products and checked delivery totals to keep system records current and accurate.
  • Checked packages and merchandise for damage and quickly notified vendors to request replacements.
  • Diligently examined packages and labels for defects or inaccuracies, decreasing overall packaging mistakes 80%.
Education
12/2008Bachelor of Arts | Law And Political ScienceUniversity Of Buea, Cameroon
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Resume Overview

Companies Worked For:

  • Verizon Wireless
  • Hope Found Inc
  • Restaurant Depot

School Attended

  • University Of Buea

Job Titles Held:

  • Call Center Customer Service Representative
  • Front Desk Clerk
  • Warehouse Inventory Control Manager

Degrees

  • 12/2008 Bachelor of Arts | Law And Political Science

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