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csr ii resume example with 5+ years of experience

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

Hardworking and knowledgeable customer service representive, well-versed in using scripts and personal expertise to address diverse customer concerns. Self-motivated and independent in sourcing and implementing solutions. Good conflict mediation and multitasking abilities. Personable and dedicated Customer Service Representative with extensive experience in shipping industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued.

Skills
  • Call center operations
  • Account management
  • Documentation and reporting
  • Payment processing
  • Customer support
  • Data entry
  • Call center experience
  • Credit card payment processing
  • Inbound and outbound calling
  • Courteous with Strong Service Mindset
  • Credit Card Payment Processing
  • Customer Retention Strategies
  • Transaction Processing
  • Data Entry and Maintenance
  • Upbeat and Positive Personality
  • Customer Account Management
  • Customer Service
  • Efficient and Detail-Oriented
  • Understanding Customer Needs
  • Verbal and Written Communication
  • Issue and Complaint Resolution
  • Building Customer Trust and Loyalty
  • Multitasking and Prioritization
  • Calm and Professional Under Pressure
  • De-escalation Techniques
  • Data Entry
  • Creative Problem Solving
  • Call Documentation
  • Responding to Difficult Customers
  • Microsoft Office Expertise
  • Problem-Solving Abilities
  • Business Development Understanding
  • Data Evaluation
  • Inbound and Outbound Calling
Experience
11/2020 to Current
CSR II Bridgestone Corporation Charleston, SC,
  • Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Consulted with customers regarding needs and addressed concerns.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Answered inbound calls, chats and emails to facilitate customer service.
10/2019 to Current
Call Center Customer Service Specialist W.S. Badcock Corporation Clarksville, TN,
  • Resolved average of 80-100 inquiries per week to consistently meet performance benchmarks, including speed, accuracy and volume.
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
  • Documented conversations with customers to track requests, problems and solutions.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Determined accurate prices for Roadside customer services, consistently searching for deals and best prices for customers.
  • Evaluated benefits for each caller to determine service needs and address concerns.
  • Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations.
07/2019 to 10/2019
Assistant Manager W.S. Badcock Corporation Columbia, TN,
  • Directed and led employees, supervising activities to drive productivity and efficiency.
  • Enforced company policies and procedures to strengthen operational standards across departments.
  • Collaborated with store manager to develop strategies for achieving sales and profit goals.
  • Evaluated employee performance and developed improvement plans.
  • Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
  • Secured revenue, accurately monitoring transactions and deposits to eliminate discrepancies.
  • Enhanced sales by implementing merchandising and promotional improvements.
  • Completed inventory audits to identify losses and project future demands.
  • Coached and mentored employees by delivering training, guidance and performance monitoring.
  • Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership.
  • Managed personnel scheduling, facilitating adequate coverage to meet demand.
02/2017 to 12/2018
Assistant Manager Sonic Of Dover City, STATE,
  • Directed and led employees, supervising activities to drive productivity and efficiency.
  • Supported sales management initiatives to optimize business development.
  • Collaborated with store manager to develop strategies for achieving sales and profit goals.
  • Evaluated employee performance and developed improvement plans.
  • Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
  • Secured revenue, accurately monitoring transactions and deposits to eliminate discrepancies.
  • Enhanced sales by implementing merchandising and promotional improvements.
  • Cultivated customer loyalty by training team members in industry-leading service standards.
  • Completed inventory audits to identify losses and project future demands.
  • Coached and mentored employees by delivering training, guidance and performance monitoring.
Education and Training
Expected in to to
High School Diploma:
Stewart County High School - Dover, TN
GPA:

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Resume Overview

School Attended

  • Stewart County High School

Job Titles Held:

  • CSR II
  • Call Center Customer Service Specialist
  • Assistant Manager
  • Assistant Manager

Degrees

  • High School Diploma

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