call specialist resume example with 4+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • Home: (555) 432-1000
  • Cell:
  • :
Professional Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Eager to gain and maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Experienced and highly effective at keeping operations running smoothly and customers satisfied with high-quality, efficient service. Talent for proactively solving problems. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of customers in dynamic, fast-paced settings.

  • Service Descriptions
  • Remote Access Call Center Software
  • Script Adjustments
  • Documentation and Recordkeeping
  • Speech Clarity
  • Relationship Building
  • Persuasive Strategies
  • Sales Solicitation
  • Attention to Detail
  • Time Management
  • Customer Inquiry and Response
  • Call Control
  • Complaint Resolution
  • Staff Mentoring
  • Data Entry
  • Client Needs Assessment
Work History
Call Specialist, 03/2020 to Current
BcfsFredericksburg, TX,
  • Escalated complex matters to management to request information or appropriate action to resolve.
  • Leveraged scripts and other resources to answer questions and direct to appropriate resources.
  • Answered inbound customer service calls to assist with questions, concerns or problems.
  • Recognized and documented trends in customer calls to facilitate process improvements.
  • Made average of 150 outbound and inbound calls per day.
  • Overcame objections using friendly, persuasive strategies.
  • Provided information about available products and services.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Researched issues through identification of similar past problems and recommended most appropriate solution.
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
  • Documented and detailed calls and complaints using call center's CRM database.
  • Entered customer interaction details in system to track requests, document problems and record solutions offered.
  • Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Built client rapport while accurately processing documentation through completion.
  • Recommended, selected, and helped locate and obtain community resources based on customer requests.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Maintained up-to-date knowledge of service changes.
  • Recommended organizations and groups to customers, thoroughly explaining details.
  • Effective liaison between customers and internal departments.
Customer Service Representative, 08/2019 to 03/2020
LabcorpHouston, TX,
  • Provided primary customer support to internal and external customers.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Answered constant flow of customer calls with minimal wait times.
  • Consulted with outside parties to resolve discrepancies and create expert solutions.
  • Developed community reputation through commitment to customer satisfaction and strong client relationships.
  • Leveraged sales expertise to promote products and capitalized on upsell opportunities.
  • Responded to customer requests for products, services and company information.
  • Cultivated customer loyalty, promoted repeat business and improved sales.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
  • Recommended products to customers, thoroughly explaining details.
  • Calculated correct order totals, updated accounts and maintained detailed records for inventory management.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Maintained up-to-date knowledge of product and service changes.
  • Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.
  • Investigated and resolved accounting, service and delivery concerns.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Responded proactively and positively to rapid change.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Handled over 150 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
Shift Manager, 07/2017 to 08/2019
Firehouse SubsColton, CA,
  • Trained and mentored new employees to maximize team performance.
  • Excelled in every store position and regularly backed up front-line staff.
  • Managed schedules, accepted time off requests and found coverage for short shifts.
  • Recruited and interviewed candidates for management to evaluate readiness and fit for position.
  • Advised new employees on company procedures and policies to facilitate daily tasks and responsibilities.
  • Adhered to company standards and compliance requirements for operations and cleanliness of areas.
  • Kept employees operating productively and working on task to meet business and customer needs.
  • Cooperated with coworkers to improve customer experience and manage storefront.
  • Coached crew members to optimize performance and motivate toward more efficient work.
  • Checked building to confirm maintenance and cleaning met code and regulations.
  • Exercised composure under pressure and in escalated customer service scenarios.
  • Assisted management team in developing and creating welcoming atmosphere for crew members to voice complaints.
  • Checked and monitored inventory levels to reorder items.
  • Cross-trained crew members on different duties to increase coverage.
  • Coached crew during food preparation, controlled production levels and tracked waste to manage costs.
  • Trained restaurant employees to prepare food, operate cash registers and keep restaurant clean throughout shift.
  • Assigned tasks to employees and oversaw opening and closing of restaurant.
  • Addressed customer concerns, complaints and questions, resulting in outstanding customer service ratings.
  • Monitored employee food handling, safety and uniform requirements.
  • Tracked receipts, employee hours and inventory movements.
  • Supervised employees and oversaw quality compliance with company standards for food and services.
  • Organizing communication boards for both customers and crew.
Associate of Arts: Baking And Pastry Arts, Expected in to St. Philip's College - San Antonio, TX
High School Diploma: , Expected in 06/2017 to William J. Brennan High School - San Antonio, TX,
Additional Information

Brody’s Bakery A model of the bakery I wish to open once I have attained both Culinary and Business Degrees. In my spare time I have worked on logos and other concepts I would like to include in this bakery.

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Resume Overview

School Attended

  • St. Philip's College
  • William J. Brennan High School

Job Titles Held:

  • Call Specialist
  • Customer Service Representative
  • Shift Manager


  • Associate of Arts
  • High School Diploma

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