certified remote customer service agent resume example with 10+ years of experience
JessicaClaire
, , 609 Johnson Ave., 49204, Tulsa, OK100 Montgomery St. 10th Floor
H: (555) 432-1000
C:
resumesample@example.com
Date of Birth:
India:
:
single:
:
Professional Summary
Results-driven professional seeking position as Remote Certified Customer service agent. Focused on performance and flexible with specific needs of different assignments. Collaborates professionally with individuals from broad array of backgrounds and cultures. Proficient customer needs with superior work ethic and expertise in working from scripted responses to resolve customer problems. Driven and responsible with adaptable, solution-oriented nature. Excellent conflict mediator and efficient multitasker. Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player. Patient professional talented at assisting customers with questions and concerns, entering and updating customer details and managing escalated issues. Enthusiastic and service-oriented individual with exceptional communication and multitasking abilities. Proficient in Microsoft and Google chrome.
Accomplishments
Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
Customer Relations - Earned highest marks for customer satisfaction, company-wide.
Used Microsoft Excel to develop inventory tracking spreadsheets.
Work History
Certified Remote Customer Service Agent, 03/2020 - Current Hillel: The Foundation For Jewish Campus Life – Saint Louis, MO,
Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
Educated clients on account services and resolved client inquiries regarding statement information and account balances.
Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
Entered customer interaction details in sales system to track requests, document problems and record solutions offered.
Educated customers on company systems, form completion and access to services.
Applied strong communication and negotiation skills regarding refunds and merchandise exchanges.
Entered customer information into customized computer system with microsoft to document and organize client records.
Contributed to company achieving and holding industry-leading customer service ratings.
Conferred with management and vendors to discuss defective and unacceptable services and determine corrective action.
Customer Service Specialist/Design Consultant, 01/2018 - 04/2020 Atlanta Mission Athens – City, STATE,
Engaged customers in conversation to uncover needs with pJessicag questions and overcome objections using persuasive techniques.
Multitasked effectively to simultaneously handle website chat and telephone customers' needs.
Collaborated with sales and service departments to implement proactive changes based on customer feedback, leading to direct drop in customer complaints.
Gained in-depth understanding of company products, systems and policies to give customers expert support.
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Provided primary customer support to internal and external customers.
Responded to customer requests for products, services and company information.
Recommended products to customers, thoroughly explaining details.
Developed community reputation through commitment to customer satisfaction and strong client relationships.
Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
Manager of Operations, 01/2011 - 12/2016 Foxz Tavern – City, STATE,
Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
Identified and resolved unauthorized, unsafe or ineffective practices.
Partnered with vendors and suppliers to effectively manage and budget.
Set, enforced and optimized internal policies to maintain responsiveness to demands.
Assessed supplier quality to maintain tight cost controls and maximize business operational performance.
Planned and resourced personnel and logistics for operations component exercises resulting in highly trained personnel ready to act quickly in critical roles.
Reviewed shift reports to understand current numbers and trends.
Established and administered annual budget with controls to prevent overages, minimize burn rate and support sustainability objectives.
Investigated and resolved departmental non-conformances.
Spearheaded department training for appraisals of new components.
Assisted in recruiting, hiring and training of team members.
Trained new employees on proper protocols and customer service standards.
Trained and guided team members to maintain high productivity and performance metrics.
Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Managed purchasing, sales, marketing and customer account operations efficiently.
Promoted positive customer experience through day-to-day supervision and management of [Type] facility.
Interviewed and hired strong candidates for team openings, using newspapers, job boards and social media to find applicants.
Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
Assisted with marketing strategy creation and advertising initiatives to better promote facility to public.
Directed management meetings to enhance collaboration and maintain culture based on trust and group problem-solving.
Coordinated leadership workshops to educate team members on best practices to optimize productivity.
Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
Skills
Customs and Immigration
Customer Data Confidentiality
Dispute Resolution
Calm and Professional Under Pressure
Courteous with Strong Service Mindset
Issue and Complaint Resolution
Order and Refund Processing
Responding to Difficult Customers
Understanding Customer Needs
Customer Account Management
Selling Skills
Pickups and Deliveries
Upbeat and Positive Personality
Upselling Products and Services
Building Customer Trust and Loyalty
Merchandise Arrangements
Customer Service and Assistance
Special Orders
Microsoft Exchange
Document Conversion
Credit Card Payment Processing
Excellent Attention to Detail
Providing Feedback
Establishing and Maintaining Customer Relationships
Skilled in Microsoft Office
Proactive Self-Starter
Critical Thinking
Education
Bachelor of Science: Music Production, Expected in 06/2021 - LA Film School - City Of Los Angeles, CA, GPA: Status -
Awarded Stan Kenndly Award for Best in Muisc/film colaboration
Dean's List 2020
3.8 GPA
Extracurricular Activities: Executive board member for APQC
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