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Call Center Representative Resume Example

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CALL CENTER REPRESENTATIVE
Summary

I have 10 + years in customer service. In areas beginning with appointment settong, to fund raisers. Then I moved on to retail. I have great people skills.

I'm very prompt and I'm at work as I am scheduled to be. I usually show up 15 minutes early to get prepared for the day

Effective Customer Service 5epresentative with 10+ years of experience assisting customers using active listening and customer needs assessment to offer targeted solutions. Consistently friendly and professional when handling diverse customer needs in high-volume call center environments. Smoothly manage workflow and optimize team strengths to meet service quotas.

Experienced Customer Service Representative well 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.

Hardworking and knowledgeable Technical Support 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.

Skills

Customer service posituons friendly voice.

  • 42 WPM
  • Performance monitoring
  • Customer communications
  • Quality assurance optimization
  • Call control skills
  • Call center operations
  • Call documentation skills
  • System documentation
  • Payment processing
  • Communicating with clients
  • Interpersonal skills
  • Data entry
  • Data gathering
  • Call center experience
  • Technical troubleshooting
  • Call controlling
  • Professional telephone voice
  • Resolving issues
  • Inbound phone call management
  • Providing customer support
  • Account updating
Experience
Call Center Representative
Athens, TexasMaximus, Inc./Sep 2013 to Mar 2015
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
  • Boosted productivity by maintaining strong call control and quickly working through scripts to address diverse problems.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Documented customer inquiries and feedback, including service delivery suggestions in company database.
  • Pursued opportunities to advance client relations skills and further enhance customer satisfaction in every interaction.
  • Evaluated customer account information to assess current issues and determine potential solutions.
  • Documented conversations with customers to track requests, problems and solutions.
  • Achieved high sales percentage with consultative, value-focused customer service approach.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Managed customer expectations by clarifying needs, identifying options and recommending products and services.
Technical Customer Service Representative
Tyler, TexasSuddenlink Communications/Apr 2011 to Aug 2013
  • ConsulteConsulted with customers regarding internet, cable" and home phone services. needs, addressing technical concerns.
  • Improved service quality and increased sales by developing strong knowledge of company's products and services.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Answered 50 + daily phone calls to resolve cable and internet customer issues.
  • Documented conversations with customers to track requests, problems and solutions.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Set up and activated customer accounts to maintain QA satisfaction levels.
  • Answered 50+ inbound calls per day and directed to designated individuals or departments.
  • Investigated technical issues using knowledge base and personal experience to complete timely resolutions.
  • Consulted with customers to determine best methods to resolve service and billing issues.
  • Achieved high sales percentage with consultative, value-focused customer service approach.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Achieved top satisfaction, retention and referral rankings on consistent basis.
  • Answered 75+ inbound calls per day and directed to designated individuals or departments.
  • Worked under strict deadlines and responded to service requests and emergency call-outs.
  • Evaluated customer account information to assess current issues and determine potential solutions.
  • Recommended, selected and helped locate merchandise based on customer needs and desires.
  • Evaluated benefits for each caller to determine service needs and address concerns.
Fuel Station Clerk
Bullard, TXBrookshires Grocery Company /Nov 2009 to Apr 2011
  • Tracked food and beverage items, placing orders to replenish inventory to avoid low stock levels.
  • Inspected identification to determine proper age of customers for alcohol and cigarettes.
  • Processed gas and amenities payments.
  • Prepared daily records of food and gas sales and balanced register drawers.
  • Attended to gas spills and accidents promptly and according to established guidelines.
  • Maintained adequate food and beverages in display cases and refrigerators for customer convenience.
  • Processed payments via cash, credit and debit cards and counted back change to customers to avoid cash drawer errors.
  • Sold store items and vehicle services to customers.
  • Eliminated safety hazards, removed soiled items and collected trash from customer areas.
  • Maintained cleanliness, neatness and organization of all areas.
  • Activated fuel pumps to fill fuel tanks of vehicles with gasoline or diesel fuel.
  • Responded to questions about local area and company services.
  • Answered customers' questions and addressed problems and complaints in person and via phone.
Tax Preparer
Tyler, Texas Liberty Tax Service/Jan 2008 to Apr 2009
  • Supplied detailed tax documentation needed to submit accurate corporate and individual returns.
  • Produced work papers and lead sheets, tax projects and payment estimations.
  • Analyzed information and assessed liabilities and deductions according to relevant tax code.
  • Produced US and state income, gift tax and estate tax returns for individuals.
Education and Training
Associate of Arts: Criminal J7sticeUniversity Of PhoenixJun 2007Phoenix, AZ

Major in Crim8nal Justice

I have been disabled for several years now. I am only 8 classes away from earning ÷Bachelors degree in psychology with an internship in substance abuse. counseling. I cannot complete this degree while I'm on disanility because I don't qualify for financial aid.

  • Minor in Psychology
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Resume Overview

Companies Worked For:

  • Maximus, Inc.
  • Suddenlink Communications
  • Brookshires Grocery Company
  • Liberty Tax Service

School Attended

  • University Of Phoenix

Job Titles Held:

  • Call Center Representative
  • Technical Customer Service Representative
  • Fuel Station Clerk
  • Tax Preparer

Degrees

  • Associate of Arts : Criminal J7stice

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