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contact center agent resume example with 6+ years of experience

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

Articulate and highly-skilled Inbound Call Center Representative provides accurate, friendly customer service by navigating multiple computer systems, applications and utilizing search tools to find information. Manages 200+ customer inquiries daily in fast-paced environment to meet deadlines while working within strict metrics. Drives loyalty and strengthens new and existing customer relationships through exceptional experiences and valuable insights. Brings 6 years of customer service experience.

Skills
  • Inbound sales
  • Call management software
  • Performance metrics
  • Typing 70 WPM
  • Proficient in communication through email, chat, and phone
  • Documentation and reporting
  • Customer service
  • Payment processing
  • Knowledgebase software
  • High-volume call centers
  • Appointment Scheduling
  • Complaint resolution
  • Product and service knowledge
  • Scripted calls
  • Call control skills
Work History
07/2020 to Current
Contact Center Agent Lowes Las Cruces, NM,
  • Answered phone with friendly greeting to create positive inbound calling experience for customers.
  • Processed customer order, quote and return transactions and offered additional products and services.
  • Communicate through email, agent chat, and phone calls
  • Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.
  • Resolved complaints efficiently to satisfy customers and encourage future transactions.
  • Furnished accurate product information and shipping instructions and offered alternatives for out-of-stock items to support customer buying decisions.
  • Overcame objections using friendly, persuasive strategies.
  • Set up appointments with interested customers according to schedule availability.
  • Delivered scripted sales talks to customers reached via manual and automatic dialing systems.
  • Managed over 200 calls on average per day, averaging 3 minutes per call.
  • Forwarded calls to management if outstanding issue required immediate resolution
06/2018 to 05/2020
Administrative Assistant Cummins Stoughton, WI,
  • Managed office inventory by restocking supplies and placing purchase orders to maintain adequate stock levels.
  • Identified and recommended changes to existing processes to improve accuracy, efficiency and quality service.
  • Coached new employees on administrative procedures, company policies and performance standards.
  • Performed general office duties, including answering multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
10/2016 to 12/2018
Shift Lead Ace Hardware Sussex, WI,
  • Delivered superior training and leadership to teams to boost performance and help team members achieve performance targets.
  • Resolved challenging customer complaints to full satisfaction, promoting brand loyalty and maximizing repeat business.
  • Inventoried materials on weekly basis to identify and resolve discrepancies, maintaining highly accurate and current records.
  • Helped store management meet standards of service and quality in daily operations.
  • Completed store opening and closing procedures, including setting up registers and checking products.
  • Tracked receipts, employee hours and inventory movements.
  • Responded to and resolved customer questions and concerns.
  • Maintained safe working environment by observing safety procedures, policies and regulations.
  • Trained and mentored new employees to maximize team performance.
  • Kept employees operating productively and working on task to meet business and customer needs.
  • Conducted routine inspections of incoming materials to check quality and compliance with established product specifications.
  • Stayed calm, collected and logical during stressful moments to identify and implement optimal solutions.
02/2015 to 11/2016
Snack Bar Attendant Hei Hotels & Resorts Saint Pete Beach, FL,
  • Maintained clean, sanitized and well-organized food preparation zones.
  • Prepared and expedited food orders to support waitstaff and other team members.
  • Wiped counters and sanitized equipment to maintain clean food prep and dining areas.
  • Maintained effective supply levels by monitoring and reordering food stock and dry goods.
  • Cooked batches of food according to standard recipes.
  • Performed shift change tasks each day to keep store efficient and neat.
  • Arranged tables and seating to comfortably seat party guests.
  • Adhered to strict party schedule to avoid overbooking or delay of parties.
  • Cultivated positive guest relations by managing information and orchestrating speedy seating.
  • Explained facility attractions to party guests and answered customer questions.
  • Cheerfully briefed customers on facility rules, amenities and party policies.
  • Prepared and served meals, beverages and desserts to party guests.
  • Met needs of customer special requests to promote positive party experiences and build loyal clientele.
  • Monitored seating area and checked restrooms every 2 hours to keep spotless.
Education
Expected in 06/2016 to to
High School Diploma:
Jack Britt Highschool - Fayetteville, NC,
GPA:

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Resume Overview

School Attended

  • Jack Britt Highschool

Job Titles Held:

  • Contact Center Agent
  • Administrative Assistant
  • Shift Lead
  • Snack Bar Attendant

Degrees

  • High School Diploma

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