Customer Account Manager Technical Support Customer Care Representative resume example with 8+ years of experience
JessicaClaire
Montgomery Street, San Francisco, CA94105609 Johnson Ave., 49204, Tulsa, OK
H: (555) 432-1000
C:
resumesample@example.com
Date of Birth:
India:
:
single:
Professional Summary
Natural leader experienced in driving great team successes by coaching and motivating team members to increase financial profitability, operational efficiency, and customer satisfaction. Record of performance in meeting organizational objectives . Excellent interpersonal skills, ability to work well with others, in both supervisory and support staff roles.
Skills
Schedule management
Team leadership
Staff management
Scheduling
Workflow planning
Data entry
Training and development
Inter-department collaboration
Customer relations
Customer Account Management
Customer Data Confidentiality
Technical Support and Assistance
Renewing Accounts
Microsoft Office
Sales Force
Freshdesk/Zendesk
Sikka
Bandwidth/ Twilio
Google Office
Work History
Customer Account Manager/Technical Support/ Customer Care Representative, 05/2021 - 02/2023 Werner Enterprises Inc – Phoenix, AZ, Gresham, OR
Cross-trained and provided backup support for organizational leadership.
Advocated for client needs within Rhinogram to improve experience and increase customer retention.
Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Promptly responded to inquiries and requests from prospective customers.
Maintained up-to-date knowledge of product and service changes.
Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
Sought ways to improve processes and services provided.
Educated customers about billing, payment processing and support policies and procedures.
Educated clients on relevant policies and options and answered questions to remedy issues.
Investigated and resolved customer inquiries and complaints quickly.
Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
Delivered prompt service to prioritize customer needs.
Enhanced productivity levels by anticipating needs and delivering outstanding support.
Researched options and recommended services to address clients' needs.
Followed up with customers about resolved issues to maintain high standards of customer service.
Reached out to customers after completed sales to suggest additional service or product purchases.
Customer Service Manager, 10/2015 - 12/2019 Seaworld Parks – San Diego, CA, Portland, OR
Customer Service Calls/, Identified opportunities to streamline processes by targeting areas of inefficiency and implementing improvements
Helped operators handle incoming calls and managed escalated needs with targeted resolutions
Conferred with senior management to handle and correct disciplinary or knowledge issues
Resolved customer service issues using company processes and policies and provided updates to customers
Coached new team members on service techniques and provided scoring for quality assurance, production and CSAT
Reviewed associate performance each week to identify training needs
Established efficient workflow processes, monitored daily productivity and implemented modifications to improve overall effectiveness of personnel and activities
Supervised 10 Customer Support Specialists in providing excellent customer service to callers requiring assistance for Issues with their Mercari accounts
Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff
Helped employees with day-to-day work and complex problems by applying motivational and analytical strategies
Interacted with customers professionally by phone, email or in-person to provide information and direct to desired staff members
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Resume Overview
School Attended
Concordia University
International School of Beauty
North Seattle Community College
Job Titles Held:
Customer Account Manager/Technical Support/ Customer Care Representative