Jessica Claire
Montgomery Street, San Francisco, CA 94105
(555) 432-1000 - - resumesample@example.com - -
(555) 432-1000 - - resumesample@example.com - -
Career Overview
Highly enthusiastic customer service professional with over 20 years of client interface experience seeking a management position with a company that will utilize my experience and skills to meet business objectives and support commitments to customer service, employee development, and continuous advancement.
Core Strengths
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Accomplishments
Customer Service/Assistance
- Worked with company systems such as Digital Dashboard and diligently completed all assigned tasks, working overtime as needed.
- Contributed to monthly billing of over $30M of billable revenue.
- Created Standard Operating Procedures (SOP) manual and assisted with training of all incoming Customer Account Representatives.
- Researched, calmed and rapidly resolved client conflicts to ensure accurate and timely billing of accounts.
Work Experience
2006 to Current
Customer Account Representative Otter Tail Corporation – Fargo, ND,
- Researches and resolves complex billing and metering issues.
- Performs various accounting functions including cash controls and adjustments.
- Reconciles daily sales journal output from customer billing and information systems.
- Issues directives to field operators to perform various diagnostic tests and analysis.
- Monitors processing of all meter related service orders.
- Analyzes usage history to ensure accurate billing; update account meter readings and customer information as necessary; disseminate service orders.
- Provides controls for service order processing by incorporating best business practices.
- Establishes new premises in customer information system including metering setup and billing.
- Evaluates information on inactive meter advances, theft of service and approvals for billing.
- Assists with creating new processes and testing of billing systems for increasing customer service satisfaction.
09/2004 to 2006
Customer Care Associate Emd Millipore – Austin, TX,
- Responded to inquiries received over the Water Bill Action line.
- Applied analytical and evaluative methods to provide sufficient information to resolve substantive issues and problems.
- Reviewed customer's total situation in establishing payment plans, high bill investigations, holds, and acceptable payments for service restoration.
- Prepared adjustments on accounts.
- Distributed customer correspondence and incoming faxes to appropriate departments or personnel.
- Received, logged and processed new accounts.
2002 to 09/2004
Customer Service Supervisor Houghton International Inc. – Whittier, CA,
- Answered Multi-line phone system.
- Assisted clients with all concerns and questions.
- Entered and retrieve work-orders for purchasing and disbursement.
- Inputted, updated and maintained client records; used discernment when supplying information.
- Processed cash, check, and credit card payments.
- Balanced credit card purchasing on a daily and weekly basis.
- Monitored work of customer service representative(s) and dispatch agent(s).
- Reviewed all documents upon departure, for quality assurance.
- Conducted follow up calls for billing issues.
- Entered and retrieve Internet shipping and delivering data.
01/2000 to 11/2001
Assistant Supervisor / CSR Lead Star Power Communications – City, STATE,
- Assisted Customer Service Representatives in dealing with customers' basic concerns and questions.
- Trained, coached and directed Customer Service Representatives.
- Intervened when calls were escalated, being the first point of management contact.
- Interfaced with customers to ensure resolution of service problems while re-establishing good customer service relations.
- Submitted Customer Service Representatives timesheets, implemented and enforced policy and procedures through, education and team meetings.
- Answered incoming calls in an effective and timely manor maintaining a level of service set forth by the company and the FCC.
- Accessed Bell Atlantic telephone records for installation and completion dates, assisting customers on how to use telephony and cable products.
- Processed credit card payments: enter adjustments, and updating information on customer records.
- Placed orders and dispatched techs for trouble calls on a daily basis.
Educational Background
Expected in 2007
Certificate: Supervisory Skills for Non-Supervisors
DC Water - Washington, DC
DC Water - Washington, DC
Expected in 2005
Certificate: Customer Service Certificate of Excellence
DC Water - Washington, DC
DC Water - Washington, DC
Expected in 1997
Certificate Program - MS Office Professional: Business
American Institute of Business - Buffalo, NY
American Institute of Business - Buffalo, NY
Expected in 1994
Certificate Program - Travel Industry Training: Travel, Tourism and Business
The Boyd School - Pittsburgh, PA
The Boyd School - Pittsburgh, PA
Skills
- Professional and friendly
- Careful and active listener
- Strong public speaker
- Multi-tasking
Additional Information
AWARDS
- Presidents Honor & Perfect Attendance Award, 10/1994
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Resume Overview
School Attended
- DC Water
- DC Water
- American Institute of Business
- The Boyd School
Job Titles Held:
- Customer Account Representative
- Customer Care Associate
- Customer Service Supervisor
- Assistant Supervisor / CSR Lead
Degrees
- Certificate
- Certificate
- Certificate Program - MS Office Professional
- Certificate Program - Travel Industry Training
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