LiveCareer-Resume

customer advocate resume example with 7+ years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • H: (555) 432-1000
  • C:
  • resumesample@example.com
  • Date of Birth:
  • India:
  • :
  • single:
  • :
Professional Summary

Experienced training professional with a motivational style and positive attitude. Adept at engaging students with the material by incorporating different technologies, materials and aids. Proven skills in organizing, multitasking and resolving conflicts.

Skills
  • Data entry skills
  • Service-oriented mindset
  • Retention strategies
  • Classroom expertise
  • Online training experience
  • Training program development
  • Data organization
  • Employee training
  • Training material development
  • Database Maintenance
  • Guest Flow
  • Table Monitoring and Turnover
  • Adaptable and Flexible
Work History
Customer Advocate, 03/2023 - Current
Filtration Group , , Coldwater, MI
  • Handled difficult customer situations with grace and professionalism, consistently meeting first-call resolution metrics.
  • Provided exceptional customer service to high-volume customer base, resolving issues, answering inquiries and providing product information.
  • Developed and maintained strong customer relationships by promptly addressing and resolving customer concerns.
  • Listened to customers in actively to assess issues and provide accurate information.
  • Collaborated with cross-functional teams to provide timely and accurate responses to customer inquiries.
  • Researched and resolved account and service problems with friendly, knowledgeable support.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Maintained up-to-date knowledge of product and service changes.
  • Responded proactively and positively to rapid change.
Training Lead, 10/2021 - 12/2022
Accenture , , Bucharest
  • Coordinated training for new hires to impart information about company policies, requirements and performance strategies.
  • Developed and improved training courses to increase staff performance and overall training effectiveness.
  • Evaluated training needs to improve training quality.
  • Provided virtual training and online presentations.
  • Developed and implemented lesson plans and teaching aids such as reference materials and videos.
  • Recruited, trained and mentored new instructors.
  • Arranged meeting spaces and supporting materials for each class.
  • Oversaw day-to-day functions of training department.
  • Analyzed training, student outcomes and course delivery metrics to produce reports for senior management.
  • Trained and oriented over 150 new trainees for long-term success
Customer Service Representative, 10/2020 - 10/2021
Planet Fitness , , Bucharest
    • Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
    • Assisted customers with Spanish-language inquiries in a timely and professional manner.
    • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
    • Communicated with management when customer issues escalated and worked to find resolutions.
    • Met all call quality standards and daily quotas for first-call resolution.
    • Responded to customer calls and emails to answer questions about products and services.
    • Developed a deep understanding of customer service principles and customer service best practices.
    • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
    • Met customer call guidelines for service levels, handle time and productivity.
    • Maintained up-to-date knowledge of product and service changes.
    • Responded proactively and positively to rapid change.
    • Delivered prompt service to prioritize customer needs.
    • Followed up with customers about resolved issues to maintain high standards of customer service.
    • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Junior Transfer Pricing Consultant, 01/2019 - 09/2020
Sonic Drive-In , , Bucharest
  • Ensuring and complying with applicable legislation and customer needs concerning work performed.
  • Preparation of descriptive sections on companies and groups of companies.
  • Preparation of functional analysis.
  • Preparation of comparability studies.
  • The performance of any tasks set by the hierarchical superior or the TPP about specific activities, according to the degree of training.
  • Ensuring that weekly planning communicated by the hierarchical superior is followed.
  • Ensuring compliance with Transfer Pricing department-specific procedures and methodologies.
  • Compliance with customer-related deadlines and in line with the schedule submitted by the hierarchical superior and approved by the TPP.
  • Providing support to team colleagues in case of request or own initiative with notification to the project manager.
  • Collected, arranged, and input information into database system.
  • Developed effective improvement plans in alignment with goals and specifications.
  • Generated reports detailing findings and recommendations.
Global Mobility Junior Tax Consultant, 10/2017 - 01/2019
La Madeleine, Inc. , , Bucharest
    • Maintaining relations with internal and external clients.
    • Maintaining close contact with the company's notary and translator to assist in the preparation of the necessary documentation for the personnel seconded.
    • Communication with tax authorities and other governmental authorities.
    • Maintaining close contact with the bank for issuing the necessary documents for clients.
    • Participation in meetings with clients, along with managers and senior consultants.
    • The tax or other authority registration of individuals or legal entities, whether resident or non-resident, including assistance to work permits, authorization, or residence visas.
    • Calculation and declaration of taxes, duties, and contributions due to the persons represented by BDO.
    • Assistance in the payment of taxes, duties, and contributions declared for the persons represented.
    • Obtaining tax certificates and assistance for other tax formalities (registration of contracts, workplaces, etc.).
    • Drafting of company newsletters or other marketing materials.
    • Performance of any tasks requested by the manager about the achievement of the Company's objectives.
    • Completed and filed returns with tax departments at local, state, and federal levels.
    • Collaborated with clients to answer questions and provide advice on tax matters.
    • Furnished taxpayers with sufficient information and advice to facilitate correct tax form completion.
Assistant manager, 06/2016 - 06/2017
Hyatt Hotels Corp. , , Bucharest
    • Working directly with clients to resolve issues.
    • Managed budget implementations, employee evaluations, and contract details.
    • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
    • Handling employee complaints as needed.
    • Mentored and motivated team members to achieve challenging business goals.
    • Oversaw inventory by ordering precise quantities of stock and executing corrective actions to drive profitability.
    • Communicate with clients and evaluate their needs and specifications.
    • Mitigated business risks by working closely with staff members and assessing performance.
    • Arranging travel, visas and accommodation.
    • Screening phone calls, enquiries and requests, and handling them when appropriate.
    • Dealing with incoming email, faxes and post, often corresponding on behalf of the manager.
    • Managed team schedule with eye for coverage needs and individual strengths.
    • Handled cash accurately and prepared deposits.
    • Motivated, trained, and disciplined employees to maximize performance.
Server, 07/2015 - 05/2016
Royal Hotel Whitby , , Whitby
    • Provide excellent, to ensure satisfaction
    • Served food and beverages promptly with focused attention to customer needs.
    • Worked with POS system to place orders, manage bills, and handle complimentary items.
    • Cultivated warm relationships with regular customers.
    • Maintained clean and organized dining areas to uphold restaurant hygiene standards.
    • Set positive tone for entire dining experience as first point of contact for incoming guests.
    • Bussed and reset tables to keep dining room and work areas clean.
    • Resolved customer complaints promptly and professionally to maintain positive reputation.
    • Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.
    • Explained menu items and suggested appropriate options for food allergy concerns.
    • Used slow periods to restock supplies, ice, trays, and delivery bags.
    • Utilized communication practices with kitchen staff to deliver customer meals in timely manner.
    • Seated customers in timely manner by managing reservations and waitlists skillfully.
    • Answered customers' questions, recommended items, and recorded order information.
    • Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
Restaurant Busser, 06/2014 - 10/2014
Montauk Yacht Club , , Montauk, NY
  • Transported dirty utensils, dishes, and trays to kitchen to help team stay on top of cleaning.
  • Assisted with moving tables, chairs and other restaurant service equipment within dining rooms.
  • Worked quickly, communicated with other staff and always looked for better ways of completing tasks to improve productivity and keep tables ready for incoming guests.
  • Kept close eye on customers to quickly spot leaving guests and clear tables for future patrons.
  • Collected trash, wiped up spills, and removed trays to maintain fresh and clean customer areas.
  • Provided respectful and courteous bussing services while operating within active dining rooms.
  • Worked well in diverse team settings by partnering with others to complete tasks.
  • Organized and cleaned assigned sections by sanitizing and cleaning table, counter, and kitchen surfaces.
  • Delivered smooth and timely service to customers by offering additional silverware, extra napkins, and cleaning spills.
  • Improved customer satisfaction rates by answering customers' questions and resolving issues.
  • Pitched in extra hours and helped other staff during unexpected times of high volume to improve seating availability and food delivery to tables.
  • Performed pre-bussing duties such as vacuuming surrounding floors and removing large waste.
  • Refilled drinks and provided extra napkins and silverware to go extra mile in serving customers.
Education
Master's degree: Business Administration and Management, Expected in 06/2018
-
University of Bucharest - Bucharest,
GPA:
Status -
  • 10 GPA
Bachelor of Science: Sciences, Communication and Media Studies, Expected in 06/2015
-
University of Bucharest - Bucharest,
GPA:
Status -

Information and Documentation

  • 9 GPA
Accomplishments
  • Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Resolved product issue through consumer testing.
  • Supervised team of 10 staff members.
Certifications
  • Licensed European Trainer - 2022
,
Languages
Romanian :
Native or Bilingual:
Negotiated :
:
English :
Full Professional:
Negotiated :
:
Spanish :
Professional Working:
Negotiated :
:
Skills
  • Data entry skills
  • Service-oriented mindset
  • Retention strategies
  • Classroom expertise
  • Online training experience
  • Training program development
  • Data organization
  • Employee training
  • Training material development
  • Database Maintenance
  • Guest Flow
  • Table Monitoring and Turnover
  • Adaptable and Flexible
Work History
Customer Advocate, 03/2023 - Current
Optum ,
  • Handled difficult customer situations with grace and professionalism, consistently meeting first-call resolution metrics.
  • Provided exceptional customer service to high-volume customer base, resolving issues, answering inquiries and providing product information.
  • Developed and maintained strong customer relationships by promptly addressing and resolving customer concerns.
  • Listened to customers in actively to assess issues and provide accurate information.
  • Collaborated with cross-functional teams to provide timely and accurate responses to customer inquiries.
  • Researched and resolved account and service problems with friendly, knowledgeable support.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Maintained up-to-date knowledge of product and service changes.
  • Responded proactively and positively to rapid change.
Training Lead, 10/2021 - 12/2022
TELUS International ,
  • Coordinated training for new hires to impart information about company policies, requirements and performance strategies.
  • Developed and improved training courses to increase staff performance and overall training effectiveness.
  • Evaluated training needs to improve training quality.
  • Provided virtual training and online presentations.
  • Developed and implemented lesson plans and teaching aids such as reference materials and videos.
  • Recruited, trained and mentored new instructors.
  • Arranged meeting spaces and supporting materials for each class.
  • Oversaw day-to-day functions of training department.
  • Analyzed training, student outcomes and course delivery metrics to produce reports for senior management.
  • Trained and oriented over 150 new trainees for long-term success
Customer Service Representative, 10/2020 - 10/2021
TELUS International ,
    • Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
    • Assisted customers with Spanish-language inquiries in a timely and professional manner.
    • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
    • Communicated with management when customer issues escalated and worked to find resolutions.
    • Met all call quality standards and daily quotas for first-call resolution.
    • Responded to customer calls and emails to answer questions about products and services.
    • Developed a deep understanding of customer service principles and customer service best practices.
    • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
    • Met customer call guidelines for service levels, handle time and productivity.
    • Maintained up-to-date knowledge of product and service changes.
    • Responded proactively and positively to rapid change.
    • Delivered prompt service to prioritize customer needs.
    • Followed up with customers about resolved issues to maintain high standards of customer service.
    • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Junior Transfer Pricing Consultant, 01/2019 - 09/2020
BDO Romania ,
  • Ensuring and complying with applicable legislation and customer needs concerning work performed.
  • Preparation of descriptive sections on companies and groups of companies.
  • Preparation of functional analysis.
  • Preparation of comparability studies.
  • The performance of any tasks set by the hierarchical superior or the TPP about specific activities, according to the degree of training.
  • Ensuring that weekly planning communicated by the hierarchical superior is followed.
  • Ensuring compliance with Transfer Pricing department-specific procedures and methodologies.
  • Compliance with customer-related deadlines and in line with the schedule submitted by the hierarchical superior and approved by the TPP.
  • Providing support to team colleagues in case of request or own initiative with notification to the project manager.
  • Collected, arranged, and input information into database system.
  • Developed effective improvement plans in alignment with goals and specifications.
  • Generated reports detailing findings and recommendations.
Global Mobility Junior Tax Consultant, 10/2017 - 01/2019
BDO Romania ,
    • Maintaining relations with internal and external clients.
    • Maintaining close contact with the company's notary and translator to assist in the preparation of the necessary documentation for the personnel seconded.
    • Communication with tax authorities and other governmental authorities.
    • Maintaining close contact with the bank for issuing the necessary documents for clients.
    • Participation in meetings with clients, along with managers and senior consultants.
    • The tax or other authority registration of individuals or legal entities, whether resident or non-resident, including assistance to work permits, authorization, or residence visas.
    • Calculation and declaration of taxes, duties, and contributions due to the persons represented by BDO.
    • Assistance in the payment of taxes, duties, and contributions declared for the persons represented.
    • Obtaining tax certificates and assistance for other tax formalities (registration of contracts, workplaces, etc.).
    • Drafting of company newsletters or other marketing materials.
    • Performance of any tasks requested by the manager about the achievement of the Company's objectives.
    • Completed and filed returns with tax departments at local, state, and federal levels.
    • Collaborated with clients to answer questions and provide advice on tax matters.
    • Furnished taxpayers with sufficient information and advice to facilitate correct tax form completion.
Assistant manager, 06/2016 - 06/2017
IASIS TECHNOLOGIES ,
    • Working directly with clients to resolve issues.
    • Managed budget implementations, employee evaluations, and contract details.
    • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
    • Handling employee complaints as needed.
    • Mentored and motivated team members to achieve challenging business goals.
    • Oversaw inventory by ordering precise quantities of stock and executing corrective actions to drive profitability.
    • Communicate with clients and evaluate their needs and specifications.
    • Mitigated business risks by working closely with staff members and assessing performance.
    • Arranging travel, visas and accommodation.
    • Screening phone calls, enquiries and requests, and handling them when appropriate.
    • Dealing with incoming email, faxes and post, often corresponding on behalf of the manager.
    • Managed team schedule with eye for coverage needs and individual strengths.
    • Handled cash accurately and prepared deposits.
    • Motivated, trained, and disciplined employees to maximize performance.
Server, 07/2015 - 05/2016
Royal Hotel Whitby ,
    • Provide excellent, to ensure satisfaction
    • Served food and beverages promptly with focused attention to customer needs.
    • Worked with POS system to place orders, manage bills, and handle complimentary items.
    • Cultivated warm relationships with regular customers.
    • Maintained clean and organized dining areas to uphold restaurant hygiene standards.
    • Set positive tone for entire dining experience as first point of contact for incoming guests.
    • Bussed and reset tables to keep dining room and work areas clean.
    • Resolved customer complaints promptly and professionally to maintain positive reputation.
    • Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.
    • Explained menu items and suggested appropriate options for food allergy concerns.
    • Used slow periods to restock supplies, ice, trays, and delivery bags.
    • Utilized communication practices with kitchen staff to deliver customer meals in timely manner.
    • Seated customers in timely manner by managing reservations and waitlists skillfully.
    • Answered customers' questions, recommended items, and recorded order information.
    • Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
Restaurant Busser, 06/2014 - 10/2014
Montauk Yacht Club ,
  • Transported dirty utensils, dishes, and trays to kitchen to help team stay on top of cleaning.
  • Assisted with moving tables, chairs and other restaurant service equipment within dining rooms.
  • Worked quickly, communicated with other staff and always looked for better ways of completing tasks to improve productivity and keep tables ready for incoming guests.
  • Kept close eye on customers to quickly spot leaving guests and clear tables for future patrons.
  • Collected trash, wiped up spills, and removed trays to maintain fresh and clean customer areas.
  • Provided respectful and courteous bussing services while operating within active dining rooms.
  • Worked well in diverse team settings by partnering with others to complete tasks.
  • Organized and cleaned assigned sections by sanitizing and cleaning table, counter, and kitchen surfaces.
  • Delivered smooth and timely service to customers by offering additional silverware, extra napkins, and cleaning spills.
  • Improved customer satisfaction rates by answering customers' questions and resolving issues.
  • Pitched in extra hours and helped other staff during unexpected times of high volume to improve seating availability and food delivery to tables.
  • Performed pre-bussing duties such as vacuuming surrounding floors and removing large waste.
  • Refilled drinks and provided extra napkins and silverware to go extra mile in serving customers.

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Resume Overview

School Attended

  • University of Bucharest
  • University of Bucharest

Job Titles Held:

  • Customer Advocate
  • Training Lead
  • Customer Service Representative
  • Junior Transfer Pricing Consultant
  • Global Mobility Junior Tax Consultant
  • Assistant manager
  • Server
  • Restaurant Busser

Degrees

  • Master's degree
  • Bachelor of Science

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