LiveCareer-Resume

call center representative resume example with 2+ years of experience

Jessica
Claire
resumesample@example.com
(555) 432-1000,
, , 100 Montgomery St. 10th Floor
:
Summary

Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs.

Skills
  • Call Center Operations
  • POS Systems and Ordering Platforms
  • Order and Refund Processing
  • English and German Fluency
  • Excellent verbal and written communication skills.
  • Customer Data Confidentiality
  • Great interpersonal skills.
  • Creative Problem Solving
  • Calm and Professional Under Pressure
  • Understanding Customer Needs
  • Multitasking and Prioritization
  • 92 wpm Typing Speed
  • Team work oriented.
  • Building Customer Trust and Loyalty
  • Customer Retention Strategies
  • Customer Account Management
  • CRM Software
  • Data Entry and Maintenance
  • Efficient and Detail-Oriented
  • Issue and Complaint Resolution
  • Upselling Products and Services
  • Courteous with Strong Service Mindset
  • Upbeat and Positive Personality
  • Technical Troubleshooting
  • Knowledge of flag reports and merchandise promotions and displays.
  • Call Control Skills
  • Performance Monitoring
  • Payment Processing
  • Data Gathering
  • Recieving, stocking, rotating, fronting, labeling, and pulling merchandise, as well as organizing and presenting merchandise according to plan-o-grams.
  • Knowledge of sanitary food handling and preparation.
Education and Training
Berufsbildende Schule II Kaiserslautern, Germany, Expected in 05/2008 Vocational Training Degree : Business Administration And Industry - GPA :
Bertha Von Suttner IGS Kaiserslautern, Germany, Expected in 05/2006 High School Diploma : - GPA :
Saint Leo University Saint Leo, FL Expected in Bachelor of Arts : Psychology - GPA :
Experience
Yale-New Haven Health - Call Center Representative
Stratford, CT, 01/2014 - 03/2015
  • Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
  • Answered, screened and processed high volume of calls daily with call management system and web-based communications.
  • Maintained strong call control and quickly worked through scripts to address problems.
  • Offered resolutions to de-escalate calls and solve customer issues.
  • Updated customer accounts, addresses and contact information within call management databases.
  • Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
  • Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
  • Managed customer expectations by clarifying needs, identifying options and recommending products and services.
  • Consulted with customers to resolve service and billing issues.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Engaged in Tier 3 support (network and IT), third party vendors, and suppliers as needed to address issues, service faults, and customer resolution.
  • Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
  • Presented existing and prospective customers with valuable service or product information to aid in decision-making.
  • Collected deposits or payments and arranged for billing.
  • Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
  • Strengthened customer retention by offering discount options.
Army & Air Force Exchange Service (The Exchange) - Senior Store Associate
City, STATE, 08/2013 - 01/2014
  • Engaged positively with each customer, providing professional and polite support for sales and service needs.
  • Welcomed customers, offered to help locate items and suggested merchandise without being intrusive or pushy.
  • Unloaded and moved merchandise to maintain aisles and set up product displays.
  • Arranged merchandise for display to highlight new styles, attract customers and enhance sales.
  • Counted cash, made change and stored coupons to keep organized and balanced cash register drawer.
  • Monitored sales floor to identify customers in need of assistance and merchandise requiring replenishment.
  • Maintained current store, product and promotional knowledge to drive consistent sales.
  • Answered questions about current promotions and resolved issues according to store policies.
  • Followed loss prevention guidelines to deter theft.
  • Performed floor moves, merchandising, display maintenance and housekeeping to keep sales areas well-stocked, organized and current.
  • Organized store by returning merchandise to proper areas and restocked displays.
  • Performed lead functions and flag reports for weekly shipments.
  • Answered telephones, including multiple lined phones, and assisted customers over telephone.
  • Handled food under sanitary regulations, including preparation, cooking, storing and checking for expiration, and disposal.
  • Balanced daily financial transactions, handled cash, credit card transactions, check transactions, counted registers, provided register change, and made deposits.
  • Processed merchandise returns and exchanges for customers to refund payments, trade items and offer store credit.
  • Wrapped and bagged purchases to help customers load merchandise into vehicles.
  • Maintained knowledge of sales and promotions, return policies and security practices.
  • Placed special orders or called other stores to find desired items.
Saint Leo University - Videoconferencing Technical Support Facilitator
City, STATE, 01/2011 - 10/2011
  • Completed detailed documentation of sessions, Student notes and recommendations.
  • Referred individuals to outside resources and services for additional support.
  • Assembled, connected, and maintained videoconferencing equipment.
  • Supervised daily operations and configured equipment.
  • Reported site outage in a timely manner.
  • Troubleshot videoconferencing technical difficulties.
  • Informed professors about known issues or possible interruptions.
  • Placed and collected course materials for students.
  • Showed and explained students how to operate the push-to-talk microphone.
  • Assisted students to become familiar with the transition from traditional and online courses to the Videoconferencing formation with a friendly disposition.
  • Returned equipment, chairs, and cleaned videoconferencing room.

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Resume Overview

School Attended

  • Berufsbildende Schule II
  • Bertha Von Suttner IGS
  • Saint Leo University

Job Titles Held:

  • Call Center Representative
  • Senior Store Associate
  • Videoconferencing Technical Support Facilitator

Degrees

  • Vocational Training Degree
  • High School Diploma
  • Bachelor of Arts

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