Crt Pro Resume Example

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Jessica Claire
  • Montgomery Street, San Francisco, CA 94105
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:
Results-oriented Customer Care Expert with diverse background in customer service. Dedicated to providing excellent customer service and making operational and procedural improvements. 13 years of Progressive experience in Customer services, Collection and Sales in a call center environment. Maintained 100% Customer Satisfaction with the ability to meet key business drivers. Empowered to make determinations and use sound judgment to resolve disputes, experience with a wide range of duties including technical support, billing, pricing, and setting up new service, canceling existing service and making changes to accounts. Proficient in handling complex customer issues and/or escalations.

Strong organizational skills

Active listening skills

Seasoned in conflict resolution

Sharp problem solver

Energetic work attitude

Customer service expert

Strong problem solving ability

Negotiation competency

Troubleshooting skills

Directors Club  1st Quarter 2011
Ranked as Top 100
Icon Finalist
Multi_Time Top Performer
Pro- Excellence
The Pre-Leader Development Program which was designed to develop future leaders and drive business results.
Played an instrumental role in increasing customer satisfaction ratings with contributing results of  >96% Reliably, >93% For Me, >39%  ACPD >40% My offers <11% disconnect Month to date.

CRT Pro, 2016 to Current
Tata Consultancy Services , ,

Provide floor support in the absence of management Expert in De-Escalating Analyze and Prepare reports to identify opportunities and provide feedback to Sr. Management

Provide Peer-to Peer Coaching.

Owned team productivity metrics with mini team and peer mentor assignments.

Customer Service Pro/Pro Mentor, 01/2014 to 2016
Verizon Wireless , ,

Contribute to Verizon Wireless' status as a leading wireless provider by identifying high risk customers and potential disconnect requests, and implement retention incentives to maintain loyal customer relationships.

Cultivate strong knowledge of wireless products and services by leveraging ongoing training workshops and resources.

Member of the Pro-Think Tank- assisting peers with ideas to better the business in the Pro Organization.

Pro Mentor- Daily Check In with New Pro's at the beginning of their shift.

Peer Coaching- with new Pro reps also side by side coaching, and immediate feedback.

Supervised 10+ Care Representative in absence of Supervisor

Spread headed a escalation training to reduce disconnects by 1%

Management Support Team , 04/2013 to 07/2013
Verizon Wireless , ,

Resolve escalated customer inquiries and questions by applying balanced business decisions and effective positioning.

Delivered floor support to representatives, and assisted with escalated calls.

Provided Coaching and Feed Back to representatives to enhance customer satisfaction.

Cross-trained and provided back-up for other customer service representatives when needed.

Resolved product/policy issues and shared benefits of new technology.

Senior Care Rep, 05/2012 to 04/2013
Verizon Wireless , ,

Assisted the team in supervisor's absence and was also relied on to motivate the team in meeting/exceeding targets.

Complete in-depth account analysis in order to identify and act on sales opportunities by leveraging consulting skills and introducing broad wireless solutions.

Assisted customer with Tier 2 troubleshooting.

Consistently provided top-quality service

Customer Care Rep, 10/2011 to 05/2012
Verizon Wireless , ,

Increased customer experience by providing information on new products, rate plans and services through up-selling opportunities

Recognized as Top Ten Percent exceeding metrics <90% Entire Rep Perform ace and <95% Rep Resolve for the year ending 2011

Ensure that all complex and technical issues regarding billing, equipment, plans, activation's, and orders are addressed using Tier I.

Upgrade champion exceeding >30% 4G and > 75% Consistently for 4 quarters.

: Business Administration Information Systems, Expected in Present
Georgia State University - Atlanta, Georgia

Continuing education in Business Administration Information Systems
Coursework in Business Administration and Organizational Development
A.S: , Expected in
- ,
Associate of Science: Computer Networking, Expected in Dec 2003
Westwood College of Technology - Chicago, Illinois
Computer Networking
Student body government representative
SNAG- Student Network Association

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Resume Strength

  • Length
  • Personalization
  • Target Job

Resume Overview

School Attended
  • Georgia State University
  • Westwood College of Technology
Job Titles Held:
  • CRT Pro
  • Customer Service Pro/Pro Mentor
  • Management Support Team
  • Senior Care Rep
  • Customer Care Rep
  • A.S
  • Associate of Science