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csr2 resume example with 15 years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • H: (555) 432-1000
  • C:
  • resumesample@example.com
  • Date of Birth:
  • India:
  • :
  • single:
  • Religion:
  • Military service:
  • :
Summary

Ambitious Customer Service professional offering excellent supervisory and performance-assessment skills. Versed in pacifying dissatisfied customers and utilizing effective listening skills. Proven history of reliability, professionalism and conflict resolution. Detailed Customer 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
  • Multitasking
  • Problem resolution
  • Time management
  • Critical thinking
  • Active listening
  • Conflict resolution
  • Customer service
  • Organization
  • Computer skills
  • Troubleshooting
  • Leadership
  • People skills
  • Data management
Experience
CSR2, 07/2018 - Current
 Topgolf – Glendale, AZ,
  • Assess customer account information to determine current issues and potential solutions.
  • Deliver fast, friendly and knowledgeable service for routine questions and service complaints.
  • Assist customers by answering questions, addressing concerns and providing current account information.
  • Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.
  • Processed customer account changes using proprietary software.
  • Consulted with customers regarding needs and addressed concerns.
Front End PIC, 11/2013 - 09/2018
 Fred Meyer – City, STATE,
  • Delegated work to employees based on shift requirements, individual strengths and unique training.
  • Resolved customer problems by investigating issues, answering questions and building rapport.
  • Cultivated professional relationships with guests through active response and dedicated assistance, improving customer retention.
  • Managed opening and closing procedures by reconciling sales records and cash transactions with software.
  • Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
  • Managed customer complaints and rectified issues to complete satisfaction.
  • Addressed and welcomed large volume of guests to business per day, improving overall customer service and engagement.
  • Mentored employees and instructed on management of complicated sales, complex issues and difficult customers.
  • Maintained detailed and accurate accounting records by overseeing documentation of sales, purchases and requisitions.
  • Connected with customers daily to understand needs, provide assistance and collect feedback to optimize operations.
  • Answered phones to respond to customer inquiries and transfer calls to appropriate staff members.
Guest Services Manager, 07/2007 - 07/2013
 Mt. Hood Skibowl – City, STATE,
  • Provided end-of-month audits of resort to upper management as required.
  • Juggled multiple projects and tasks to ensure high quality and timely delivery.
  • Demonstrated leadership by making improvements to work processes and helping to train others.
  • Resolved interpersonal conflicts by listening, finding common ground and building relationships.
  • Defined strategies and created a plan to achieve ambitious operational objectives.
  • Kept team on track by assigning and supervising their activities and giving constructive feedback.
  • Exceeded customer satisfaction by finding creative solutions to problems.
  • Provided IT and software trouble-shooting support to rest of the organization.
  • Evaluated operational trends and proactively adjusted strategies to maintain alignment between performance and objectives.
  • Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.
  • Assigned tasks to associates to fit skill levels and maximize team performance.
  • Established and created training programs to enhance employee knowledge of best practices, resulting in improved customer satisfaction.
  • Conducted inventory counts by assessing current state of inventory integrity against target accuracy levels and tracking variances.
  • Aided in negotiation with vendors and suppliers to reduce overall costs.
  • Maintained ongoing system for development, recruitment, recognition and retention of store crew and management.
  • Recruited and hired qualified candidates to fill open positions.
  • Trained employees on additional job positions to maintain coverage of roles at all times.
  • Greeted and encouraged feedback from customers to implement in-store operational changes.
  • Completed thorough opening, closing and shift change functions to maintain operational standards each day.
  • Established ambitious goals for employees to promote achievement and surpass business targets.
  • Forecasted trends in expected business levels and adjusted labor and inventory to match expectations.
  • Treated associates with fairness and respect, providing recognition of accomplishments.
  • Interacted with prospects and customers at various events, including trade shows, seminars and workshops.
  • Remained calm and professional in stressful circumstances and when dealing with unhappy customers, effectively diffusing situations.
  • Developed and mentored team members to provide hospitable, professional service while adhering to established service models.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Recruited, hired and trained new employees, including monitoring and review of individual performance.
  • Oversaw efficient receiving and inventory management to keep stock within optimal levels.
  • Coordinated work of 30 employees by offering clear direction and motivational leadership.
  • Automated office operations, managed client correspondence and tracked records.
  • Coordinated with staff to clarify information and enforce procedures resulting in effective problem solving and smoother operations.
  • Analyzed operations and market data to assess areas in need of improvement and capitalize on changing conditions.
Education and Training
High School Diploma: , Expected in 05/1992
-
Nampa Christian Schools - Nampa, ID,
GPA:
Status -
: General Education , Expected in
-
Portland Community - Portland, OR,
GPA:
Status -

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Resume Overview

School Attended

  • Nampa Christian Schools
  • Portland Community

Job Titles Held:

  • CSR2
  • Front End PIC
  • Guest Services Manager

Degrees

  • High School Diploma
  • Some College (No Degree)

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