Call Center Customer Service Specialist Resume Example
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CALL CENTER CUSTOMER SERVICE SPECIALIST
Summary
Resourceful and client-focused Customer Service Manager with over 10 years of experience leading teams in exceeding sales goals and customer expectations. Meticulous and results-oriented with expertise educating employees on all stages of sales cycle while recommending best options to meet short- and long-term needs. Personable relationship builder with polished communications skills.
Skills
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Experience
07/2018 to 12/2019
Call Center Customer Service SpecialistCompany Name － City, State
- Educated clients on how to navigate company systems and work within established frameworks to obtain desired services.
- Collected customer feedback and recommended procedural or product changes to enhance future service delivery.
- Maintained revenue streams by exhausting every option before offering refunds.
- Prepared, completed and processed customer account forms and database changes.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Handled escalated customer service concerns from GreenChef to preserve revenue streams from key customers.
- Documented conversations with customers to track requests, problems and solutions.
- Consulted with customers regarding meal kit services needs, addressing dietary and allergies concerns.
- Met or exceeded revenue objectives by promoting sister companies to customers during service, account and sales follow-up calls
- Achieved top satisfaction, retention and referral rankings on consistent basis.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Cross-trained on GreenChef and EveryPlate roles in order to provide skilled back-up for customer-facing teams.
- Diminished financial discrepancies and managed monetary transactions, including deposits and credit card transactions.
- Worked under strict deadlines and responded to service requests and emergency call-outs.
- Mentored junior team members and managed employee relationships.
- Evaluated customer account information to assess current issues and determine potential solution.
09/2016 to 07/2018
Front End ManagerCompany Name － City, State
- Monitored safety, health and sanitation processes throughout all areas and enforced rules to promote security and safety.
- Evaluated employee job performance and motivated staff to improve productivity.
- Optimized personnel coverage, preparing work schedules based on staff availability and forecasted demands.
- Helped employees perform at peak productivity with morale-boosting programs and motivational techniques.
- Set and optimized employee schedules to secure proper coverage for all shifts.
- Guided employees through routine and complex administrative situations with decisive but motivational approach.
- Defined and documented office procedures, using updated SOPs to provide thorough and comprehensive training for all administrative support staff.
- Managed customer complaints and rectified issues to complete satisfaction.
- Collaborated with security staff and law enforcement on shoplifting and vandalism response.
- Oversaw shelf inventory and customer-focused loss prevention strategies
- Managed team of 40-60 cashiers and 8-10 customer service associates, promoting positive work environment through effective communication, active engagement and hands-on assistance.
- Delegated team tasks based upon each associates skill level and knowledge, which improved accuracy and productivity.
- Recruited and hired highly talented individuals who brought diversity and time management to the department, which increased efficiency of entire team.
- Put together schedule for floor staff according to skill sets and coverage needs.
- Planned personal development meetings for front end associates on a bi weekly basis and coordinated availability of conference rooms.
- Maintained accurate bookkeeping of important files, ran reports and delivered updates on occupancy and revenues to store manager on monthly basis.
- Reviewed employee performance and determined areas in need of improvement.
- Evaluated financial reports and trend forecasts.
- Translated management directives into actionable mandates for front-line staff.
09/2012 to 10/2016
Sales Coach/TrainerCompany Name － City, State
- Recruited, trained and mentored all sales team members and offered continuous support for professional development.
- Evaluated training programs to determine effectiveness and increase employee retention.
- Organized and loaded product shipments and boxes.
- Stayed up to date on inventories, supplies and customer orders.
- Studied product and industry specs and prices to update signage and complete merchandising activities.
- Met with store managers to discuss product needs, accomplish sales goals and facilitate sales growth.
- Taught staff how to handle difficult situations with calm and professionalism.
- Worked one-on-one with employees to motivate while delivering constructive criticism in busy, retail environment.
- Organized and updated schedules to optimize coverage for expected customer demands.
- Delivered empathy and persuasive negotiation talents to promote memorable customer experience.
- Reviewed sales reports to enhance sales performance and improve inventory management accuracy.
- Oversaw entire stock management process, including receiving incoming merchandise, shelf replenishment and shrinkage control.
- Conducted department walkthroughs to assess and remedy factors such as cleanliness, inadequate stock levels and poor merchandising.
- Ordered merchandise with accuracy by verifying back stock and maintaining inventories.
- Connected with customers daily to understand needs, provide assistance and collect feedback to optimize operations.
- Reviewed inventory and sales records, tracked trends and reported on activities to senior management for use in key decision making.
03/2009 to 06/2011
Front End SupervisorCompany Name － City, State
- Monitored employee performance and safety, conducting retraining to correct problems and optimize productivity.
- Inspected incoming supplies to verify conformance with materials specifications and quality standards.
- Realigned workflows with changing business demands by evaluating processes and employee strengths.
- Delegated work to employees based on shift requirements, individual strengths and unique training.
- Reviewed sales reports to enhance sales performance and improve inventory management accuracy.
- Controlled cash movements and department expenses to maintain budgetary goals.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Resolved customer problems by investigating issues, answering questions and building rapport.
- Set and optimized employee schedules to secure proper coverage for all shifts.
- Delivered consistent training and close mentoring support to front end employees in operations and customer service strategies.
- Managed customer complaints and rectified issues to complete satisfaction.
- Collaborated with housekeeping and maintenance staff to address and mitigate facility issues.
- Answered phones, responded to customer inquiries and transferred calls to appropriate staff members.
- Managed opening and closing procedures by reconciling sales records and cash transactions.
Education and Training
06/2006
High School DiplomaMaxwell CTE High School － City, State
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Resume Overview
School Attended
- Maxwell CTE High School
Job Titles Held:
- Call Center Customer Service Specialist
- Front End Manager
- Sales Coach/Trainer
- Front End Supervisor
Degrees
- High School Diploma
