Customer Advocate Specialist resume example with 17+ years of experience

Jessica Claire
, , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - - -
Professional Summary

Knowledgeable and dedicated customer service professional with extensive experience in the health insurance industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

  • Responding to Difficult Customers
  • Understanding Customer Needs
  • Creative Problem Solving
  • Multitasking and Prioritization
  • De-escalation Techniques
  • Efficient and Detail-Oriented
  • Establishing and Maintaining Customer Relationships
  • Excellent Attention to Detail
  • Microsoft Office Suite
  • Patient and Empathetic
  • Team-Oriented and Cooperative
Work History
08/2019 to Current
Customer Advocate Specialist Ball Corporation Kapolei, HI,
  • Documented Customer Advocate concerns and inquiry resolutions in internal computer system.
  • Answered as many as 25 calls each day focused on answering various questions and resolving issues.
  • Performed research activities to understand Customer Advocate needs and opportunities to inform and validate ideas and areas of improvement.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Met all customer call guidelines including service levels, handle time and productivity.
  • Followed through on all critical escalations to increase member satisfaction.
  • Responded to Customer Advocate requests, offering excellent support and tailored recommendations to address needs.
06/2008 to 08/2019
Customer Advocate Horizon Fitness Madison, WI,
  • Provided primary member support to internal and external members in fast-paced environment.
  • Maintained member satisfaction with forward-thinking strategies focused on addressing member needs and resolving concerns.
  • Answered member telephone calls promptly to avoid on-hold wait times.
  • Fielded member questions regarding claims, benefits and upcoming policy changes.
02/2006 to 06/2008
Warehouse Associate NACCO MHG City, STATE,
  • Inspected incoming and outgoing shipments to verify accuracy and prevent errors.
  • Used hand-held devices and computers to record and monitor inventory levels and completed audits to uncover and address inaccuracies.
  • Performed inventory control, such as counting and stocking merchandise.
  • Operated PC and RF-based computer systems for inventory management.
  • Readied product pallets for optimal storage and shipment, carefully organizing boxes and balancing weight.
  • Operated box or straight trucks and cargo vans.
  • Labeled and accurately moved customer orders to meet shipment timetables and minimize errors.
  • Assembled orders and packed items for shipment, conveying orders to shipping personnel.
  • Manually or mechanically loaded and unloaded materials from pallets, skids, platforms, cars, lifting devices, or other transport vehicles
  • Shipped material and performed boxing, packing, labeling and preparation of any related documents.
01/2004 to 12/2007
Sales Associate/Team Lead/Cash Room Clerk K's Merchandise– City, STATE,
  • Maintained petty cash records of debits and credits in accordance with established policies and procedures.
  • Verified totals, checked store transfers and assisted with price changes.
  • Prepared bank deposits and corporate cash shipments.
  • Researched and resolved account discrepancies.
  • Provided cash handling including sorting and counting coin and currency to make change for associates.
  • Performed daily account reconciliation and payroll verification to maintain daily records.
  • Trained new employees on proper cash routines, procedures and requirements.
  • Investigated financial inconsistencies to solve discrepancies and reported to manager.
  • Reported financial data and updated financial records in ledgers and journals.
  • Balanced safe, prepared tills and prepared register bags for next sales date.
  • Offered each customer top-notch, personal service and polite support to boost sales and customer satisfaction.
  • Tracked receipts, employee hours and inventory movements.
  • Instructed junior team members on protocols and procedures of each station to maximize contributions.
Expected in
Bachelor of Science: Organizational And Professional Development
Eastern Illinois University - Charleston, IL,

Organizational and Professional Development advances my understanding of the human aspects of organizations (people, processes, and practices) and develops my skills to meet the challenges of the workplace in ways that both strengthen my contribution to the organization's ongoing development and better manage my own professional development. The OPD program was designed to complement the skills I already have by providing a broader conceptual and theoretical framework for understanding organizations, individual professional development and the interaction between the two.

Expected in
Associate of Applied Science: Marketing-Mid Management
Danville Area Community College - Danville, IL,

This program was designed to give me a variety of career options such as Customer Service, Sales, Marketing & Advertising, Hospitality, Travel & Tourism, and Management.

Expected in
Associate of Science: Business Management
Danville Area Community College - Danville, IL

This program was designed to give me a foundation of essential skills necessary for a career in management so that I could develop a better understanding of current management issues and concepts relevant in today's dynamic business environment.

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Resume Overview

School Attended

  • Eastern Illinois University
  • Danville Area Community College
  • Danville Area Community College

Job Titles Held:

  • Customer Advocate Specialist
  • Customer Advocate
  • Warehouse Associate
  • Sales Associate/Team Lead/Cash Room Clerk


  • Bachelor of Science
  • Associate of Applied Science
  • Associate of Science

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