client services representative ii resume example with 8+ years of experience

Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000,
Professional Summary

Enthusiastic Customer Service Representative with 9 years of e-commerce and brick and mortar customer service experience. Skilled in using computers and web-based applications to handle high volumes of workflow in team-driven environment. Polished in handling direct customer inquiries, implementing customer service policies and executing financial responsibilities. Meeting customer satisfaction standards, efficiency metrics and issue-resolution targets to exceed customer expectations.

  • Fraud detection and prevention
  • Call center operations
  • Online Chat
  • Account Services
  • Interaction Documentation
  • Customer Experience Management
  • Excellent Communication Skills
  • Problem Solver
Work History
09/2018 to Current Client Services Representative II Fidelity National Information Services | Madison, WI,
  • Year to date is at 97.92% overall performance.
  • Process all banking related transactions efficiently, timely and accurate manner.
  • Perform cash and check balancing by ensuring all daily and monthly cash counts are accurate.
  • Review all ATM balances Ensure that all customer needs are met and handle appropriately during their initial contact.
  • Maintain customers' accounts (including lost/stolen checks, check cards, stop payment etc.) Review customers' accounts for transactions accuracy.
  • Provide outstanding assistance to customers with all their banking transactions and services.
  • Proficiently answer customer inquiries regarding their accounts.
  • Coordinated client meetings to offer expert, individualized service, driving sales and boosting brand loyalty.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Executed and devised business development strategies to attract and acquire new clients, including content marketing, cold-calling and networking.
  • Introduced clients to available online resources and services to increase convenience.
  • Described product highlights and benefits to help guide purchasing decisions.
  • Managed master calendar, including efficiently scheduling and confirming banking appointments for clients.
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.
  • Resolved concerns with products or services to help with retention and drive responsible growth.
  • Cultivated long-lasting client relationships based on trust and solid understanding of business needs.
  • Maintained accurate record-keeping with proactive attention to client information updates.
  • Called existing and prospective customers to evaluate desires and offer personalized account options.
  • Coordinated with operations staff to resolve service problems and boost client satisfaction.
  • Educated clients on account services and resolved client inquiries regarding statement information and account balances.
  • Connected with clients through consultative sales strategies to understand and address requirements.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Improved overall efficiency by anticipating needs and providing outstanding support.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Delivered prompt service to prioritize customer needs.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Optimized customer support by establishing collaborative service environment.
  • Sought ways to improve processes and services provided.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Maintained up-to-date knowledge of product and service changes.
  • Communicated professionally with colleagues, freelancers and clients.
  • Responded proactively and positively to rapid change.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Promoted available products and services to customers during service, account management and order calls.
  • Recorded actions taken, issues resolved and filed complaint information to effectively manage customer accounts.
  • Investigated and resolved accounting, service and delivery concerns.
  • Exhibited high energy and professionalism when dealing with all levels of clients and staff.
  • Reduced process inconsistencies and effectively educated clients on best practices and protocols.
12/2017 to 08/2018 Manager Hyatt | Wyoming, MI,
  • Increased store sales by 45%.
  • Trained and supervised new part-time wireless consultants and customer service employees to maximize productivity Maintained strong knowledge of new wireless products, accessories, pricing plans, promotions, and service features.
  • Tutored and trained employees in Word, Excel, and PowerPoint for presentational purposes.
  • Successfully acquired and practiced excellent customer service skills by solving customer problems, handling difficult customers effectively, and making key contributions to customer service team.
  • Controlled costs and optimized spending via restructuring of budgets for labor, capital assets, inventory purchasing and technology upgrades.
  • Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.
  • Directed staff and managed annual capital budget.
  • Assessed supplier quality to maintain tight cost controls and maximize business operational performance.
  • Improved operational planning and business frameworks to enhance resource utilization and reduce waste.
  • Established and administered annual budget with controls to prevent overages, minimize burn rate and support sustainability objectives.
  • Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
  • Accomplished multiple tasks within established timeframes.
  • Executed regular process updates to reduce discrepancies and enhance scheduling across production calendars and programs.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Prepared and recommended long-range plans for development of department personnel.
  • Evaluated employees' strengths and assigned tasks based upon experience and training.
  • Maximized productivity by keeping detailed records of daily progress and identifying and rectifying areas for improvement.
  • Delivered feedback to decision-makers regarding employee performance and training needs.
  • Propelled continuous improvements and strategically capitalized on current market trends.
  • Evaluated report data to proactively adjust and enhance operations.
  • Monitored and supported progress of plant production orders by managing shop capacity and loading functions at several facilities.
  • Developed and maintained relationships with customers and suppliers through account development.
  • Conducted monthly inventories of raw materials and components on work floor.
  • Raised performance in areas of sales, management and operations by identifying and targeting areas in need of improvement.
02/2015 to 02/2017 Patient Care Assistant Mercy Health | Defiance, OH,
  • Provided primary clinical insurance education to customers which improved adoption of new products by over 35%
  • Handle inbound and outbound member, provider and physician calls.
  • Answer questions related to pharmacy benefits, while maintaining productivity standards and performance guarantees where applicable.
  • Work with other operational departments to research and resolve mail order and claims issues and respond to members within performance agreement guidelines.
  • Maintain accurate and complete documentation of all inquiries in order to continuously improve customer service process and reduce potential legal concerns.
  • Identify and escalate in prudent manner, concerns received from patients and/or clients so that corrective action can be pursued and expedited to take care of their needs.
  • Responsible for good housekeeping techniques, adhering to quality and production standards while complying with all applicable company, state and federal safety guidelines.
  • Determined specific needs and provided most appropriate level of services for patient well-being.
  • Furthered skills by actively taking part in employee training and taking classes to improve skills.
08/2012 to 01/2017 Lead Server Watermark Retirement Communities | Eastchester, NY,
  • Assigned work tasks and coordinated activities of dining room personnel to provide prompt and successful service to patrons.
  • Used slow periods to restock supplies, ice, trays and delivery bags.
  • Noted special patron requests and followed up with kitchen to confirm delivery.
  • Replenished food items, paper products and canned goods to keep pantry well-stocked during busy periods.
  • Folded napkins and prepared silverware sets to provide adequate supply for host station.
  • Taught staff how to deliver outstanding service to every customer without sacrificing profit objectives.
  • Explained menu items and suggested appropriate options for food allergy concerns.
  • Asked diners about meals to assess satisfaction and collect vital feedback to improve operations.
  • Monitored dining rooms for seating availability as well as service, safety and well-being of guests.
  • Cultivated warm relationships with regular customers.
  • Kept updated knowledge of menu and promotions, recommending specific items according to preferences and food allergies.
  • Scheduled numerous reservations and managed seating arrangements simultaneously in high-traffic casual restaurant while maintaining calm, professional demeanor.
  • Kept register accurate through correct billing, payment processing and cash management practices.
  • Stored food in designated containers and storage areas to increase shelf life, improve kitchen organization and provide easy access during busy peak service times.
  • Arranged and prepared tables for customers to offer memorable experiences to guests and foster repeat business.
  • Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals and walk-in business.
  • Supervised restocking of salad bar and buffet for lunch and dinner service.
  • Bussed and reset tables to keep dining room and work areas clean.
  • Prepared specialty desserts for customers .
  • Checked identification for minimum age for sale of alcoholic beverages.
  • Handled customer complaints professionally, resolving issues through diplomatic acknowledgment and commitment to service.
  • Applied comprehensive knowledge of wine, cider and beer to increase daily beverage sales.
  • Supervised dining table set-up to prepare for diversity of event types, following strict service standards.
  • Supported needs of 35- person wait staff who attended to specific needs of countless customers daily for casual dining restaurant with social relevancy and intentionality.
Expected in 04/2023 to to Bachelor of Science | Information Technology Project Management American InterContinental University, Schaumburg, IL GPA:
  • 3.7 GPA
Expected in 06/2012 to to High School Diploma | Henrico Highschool, Richmond, VA, GPA:
  • Japan Club Member
  • ServSafe Certified, Applebees - 2012
  • CPR Certified,Henrico County Public Schools-2015
  • First-aid Certified, Henrico County Public Schools-2015

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Resume Overview

School Attended

  • American InterContinental University
  • Henrico Highschool

Job Titles Held:

  • Client Services Representative II
  • Manager
  • Patient Care Assistant
  • Lead Server


  • Bachelor of Science
  • High School Diploma

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