Customer Account Manager Technical Support Customer Care Representative resume example with 8+ years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • H: (555) 432-1000
  • C:
  • 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.

  • 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
Merchandise Supervisor, 01/2013 - 06/2016
Walmart City, STATE, Portland, Oregon
  • Set schedules and delegated merchandising assignments to achieve demanding targets under tight deadlines
  • Established clear sales goals and motivated staff to meet objectives
  • Upheld company merchandise standards with all displays and promotions
  • Monitored and replenished display inventory and restructured according to available stock
  • Updated pricing and signage to complete product displays and educate customers
  • Enhanced overall store appearance by applying careful consideration to product and display locations
  • Established and updated schedules to maximize coverage and delegated assignments to manage challenging objectives
Bachelor of Science: Psychology, Expected in 2019
Concordia University - Portland, OR
Certificate of Completion: Cosmetology, Expected in 2004
International School of Beauty - Portland,
Associate of Applied Science: Nursing, Expected in 2002
North Seattle Community College - Seattle, WA

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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
  • Customer Service Manager
  • Merchandise Supervisor


  • Bachelor of Science
  • Certificate of Completion
  • Associate of Applied Science

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