call center representive and subject matter expert resume example with 12+ years of experience

Jessica Claire
Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000 - Cell: - - : - -
Professional Summary
Attentive Customer Service Representative with 10 years achieving customer service satisfaction and customer retention goals. Efficient, accurate and detail-oriented Personal Assistant who takes initiative and has an innate drive to succeed. Highly motivated to expand knowledge and skills.
  • Skilled in call center operations
  • Exceptional workflow management
  • Microsoft Outlook, Word and Excel
  • Exceptional telephone etiquette
  • Skilled trainer
  • Excellent time management skills
Expected in 2010 to to
South Plantation High School - ,

Work History
02/2012 to Current
Call Center Representive and Subject Matter Expert Teleproformance: AT&T U-Verse/ Sprint City, STATE,
  • Accurately documented, researched and resolved customer service issues.
  • Floor Support: assisting over 40 AT&T agents on call flow processes.
  • Taking calls as a fill in supervisors from customers' billing issues.
  • Moving services from one address to another Assistants the sales associate to sells & set up new AT&T U-verses accounts and services.
08/2011 to 02/2012
Retail Sales Associate - Team Leader Forever 21 City, STATE,

    Welcomed customers into the store and helped them locate items.

  • Educated customers about the brand to incite excitement about the company’s mission and values.
  • Shared best practices for sales and customer service with other team members to help improve the store’s efficiency.
  • Followed merchandising guidelines to present visually appealing displays.
  • Recognized and rewarded outstanding work performance to cultivate a positive and collaborative customer service culture.
10/2010 to 07/2011
Retail Sales Associate - Team Leader Charlotte Russe City, STATE,
  • Interviewed job candidates and made staffing decisions.
  • Managed staff of 20 sales associates, 3 team leaders and 3 assistant managers.
  • Counted cash drawers and made bank deposits.
  • Assigned employees to specific duties to best meet the needs of the store.
  • Resolved all customer complaints.
  • Supervised and directed all merchandise and shipment processing.
09/2008 to 07/2010
Sales associate & Cash register associate Epic Design City, STATE,
  • Operated a cash register for cash, check and credit card transactions with 100% accuracy.
  • Stocked and replenished merchandise according to store merchandising layouts.
  • Cleaned and organized the store, including the checkout desk and displays.
  • Alerted customers to upcoming sales events and promotions.
  • Used time efficiently when not serving customers, including folding clothes and cleaning out fitting rooms.
  • Resolved all customer complaints in a professional manner while prioritizing customer satisfaction.

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Resume Overview

School Attended

  • South Plantation High School

Job Titles Held:

  • Call Center Representive and Subject Matter Expert
  • Retail Sales Associate - Team Leader
  • Retail Sales Associate - Team Leader
  • Sales associate & Cash register associate


  • Diploma

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