Jessica Claire
, , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
(555) 432-1000 - - resumesample@example.com - -
(555) 432-1000 - - resumesample@example.com - -
Summary
Flexible Customer Service Representative offering 5+years of success in resolving customer concerns and inquiries. Versed in accurately documenting call details and preparing reports. Committed to providing helpful answers and relevant information to retain clients.
Skills
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Experience
04/2022 to 08/2022
Call Center Representative Sears – Wenonah, NJ,
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Managed customer expectations by clarifying needs, identifying options and recommending products and services.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Maintained strong call control and quickly worked through scripts to address problems.
- Audited customer account information to identify issues and develop solutions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Consulted with customers to resolve service and billing issues.
- Assisted customers with inquiries and transactions to meet productivity goals and achieve profit growth.
- Navigated through computer systems to review information and respond appropriately to callers.
- Offered resolutions to de-escalate calls and solve customer issues.
- Made reasonable procedure exceptions to accommodate unusual customer requests.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
01/2022 to 08/2022
Customer Service Representative Packaging Corporation Of America – Carrollton, TX,
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Educated customers on special pricing opportunities and company offerings.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Consulted with customers to resolve service and billing issues.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
04/2018 to 04/2022
Homeless Prevention Case Manager Bj's Wholesale Club, Inc. – Manahawkin, NJ,
- Collaborated with team members to identify and accomplish agency objectives.
- Identified and hired talented individuals bringing valuable skills and great experience to team.
- Developed and incorporated community-based programs to meet various needs and monitored each program's effectiveness.
- Enabled each member of staff to receive development opportunities by implementing workshops, seminars and regular training.
- Assessed each resident's psychosocial needs.
- Resolved problems and delivered solutions by collaborating with government funding entities, [Job title] and [Job title].
- Researched grant opportunities and assisted [Job Title] with grant writing proposals.
- Partnered with similar organizations to meet greater needs, preventing duplication and optimizing resource utilization.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Juggled multiple projects and tasks to ensure high quality and timely delivery.
- Demonstrated self-reliance by meeting and exceeding workflow needs.
- Demonstrated leadership by making improvements to work processes and helping to train others.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Improved operations by working with team members and customers to find workable solutions.
- Motivated and encouraged team members to communicate more openly and constructively with each other.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Recognized by management for providing exceptional customer service.
- Resolved interpersonal conflicts by listening, finding common ground and building relationships.
04/2017 to 04/2018
Box Office Cashier Ireland Creek Cinemas – City, STATE,
- Checked system for seat availability and provided customers with available options.
- Counted cash at shift end and tallied to reconcile with tickets sold.
- Provided customers with special information regarding chosen show or upcoming releases.
- Informed customers of deals or discounts and calculated amount of cash owed against tickets bought.
- Entered customer information into POS system and promoted accuracy by repeating information obtained to customer.
- Greeted customers promptly and responded to questions.
- Maintained work area and kept cash drawer organized.
- Counted and balanced cashier drawers.
- Cleaned and stocked front-end areas with register tapes and ribbons.
- Trained and mentored new cashiers to maximize performance with skilled, efficient and knowledgeable team members.
- Resolved issues with cash registers, card scanners and printers.
- Answered phone calls to assist customers with questions and orders.
- Counted drawers at start and end of shifts to validate daily records and uphold accounting accuracy.
- Processed efficient and accurate cash, check, debit and credit card payments using Point-of-Sale system.
- Assisted customers to find appropriate products, answered product questions and provided product solutions.
Education and Training
Expected in 06/2016
High School Diploma:
Colleton County High School - Walterboro, SC
Colleton County High School - Walterboro, SC
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School Attended
- Colleton County High School
Job Titles Held:
- Call Center Representative
- Customer Service Representative
- Homeless Prevention Case Manager
- Box Office Cashier
Degrees
- High School Diploma
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