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Customer and Relationship Expert (CARE) Agent Resume Example

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CUSTOMER AND RELATIONSHIP EXPERT (CARE) AGENT
Professional Summary

Senior customer service representative with close to two decades of problem solving and communication, seeking a position training others in principles of customer service and service management.

Skills
  • Extensive experience teaching, particularly in an online environment, utilizing tools like WebEx and other remote desktop sharing tools
  • Extensive experience in a live classroom setting as well
  • Strong history as a customer service representative with an emphasis on problem solving and communication
  • Long history in data analysis, including software quality assurance testing
Work History
Customer and Relationship Expert (CARE) Agent | 01/2019 to Current
Wayfair - Virtual, North Carolina
  • Support consultants of varying skill levels by answering calls from agents seeking assistance with pre- and post-order issues, such as returns, replacements, refunds, delivery status and back order inquiries
  • Assist consultants with problem resolution, taking manager escalations, and any other issues that may arise from the order fulfillment process
  • Help consultants by meeting customer satisfaction and issue resolution targets, exceeding customer expectations, building customer loyalty and taking advantage of sales opportunities
  • Continuously looking for areas of improvement and communicate trends in customer calls to leadership as appropriate
  • Handle overflow from the Customer Advocacy Team on after-hours support
  • Assist customers from the fraud notification / Hybrid Service Team phone queue, processing requests to re-place orders when the original had been cancelled due to fraud investigation
  • Identify opportunities to communicate and cooperate with departments throughout the company to better further Wayfair's corporate culture and objectives
Customer Service Representative | 01/2018 to 01/2019
Wayfair - Bryan, Texas
  • Providing best-in-class support to customers for the premier online store for a zillion things home
  • Troubleshooting and resolving customer service inquiries while building relationships with our customers
  • Providing post-order issue support for returns, replacements, refunds, delivery issues, etc.
  • Meeting or exceeding metrics for customer satisfaction, efficiency, and issue resolution
  • Taken part in leadership development opportunities, including performing floor support for nesting/training classes, and providing floor support for the Service department when managers were busy with other responsibilities
  • Participant in the Summer/Fall 2018 Leadership Development Program (LDP), learning principles of management and actively coaching several different customer service representatives, assisting them in meeting their quality and efficiency goals and objectives, leading team meetings, and using management reporting tools to identify areas of opportunity for improvement.
Accounts Receivable Clerk | 06/2016 to 01/2018
Target Design And Management - College Station, Texas
  • Collected rent payments from five different apartment complexes and deposited them electronically
  • Tracked double-entry accounting for those properties and reconciled against income reported by the on-site managers
  • Assisted payroll clerk tasked with maintenance of over 130 employees in both College Station and Houston properties
  • Developed data entry tools in Microsoft Access and Excel for streamlining data sharing procedures with staff in the central office, and the various apartment complexes in College Station and Houston
  • Assisted with management of the central parts warehouse
Software Specialist / Auto Dealership Consultant | 06/2002 to 06/2016
Reynolds And Reynolds - College Station, Texas
  • For six years, taught a semester long seminar in principles of Automotive Dealership Service Drive management, including accounting, metrics for performance and quality evaluation, inventory control, personnel management, marketing, and customer service principles
  • For over a decade, taught classes in POWER Dealership Management System software for new customer service representatives
  • Six years in the Dealership Management Consultant call center for the POWER DMS, maintaining relationships with between over 40 assigned dealership groups, supporting all aspects of their business
  • Master Specialist certification in the POWER Dealership Management System
  • Certification in Variable Operations (Finance and Insurance, Sales Prospecting and Reporting, Vehicle Inventory Management, Associated Variable Operations applications)
  • Certification in Fixed Operations (Parts Inventory Management, Parts Invoicing, Service Management, Associated Back-End Applications)
  • Certification in Business Management (Payroll Management, Management Accounting, Accounting Reports and Controls, Associated Accounting Applications)
  • Certification in Systems Management (DMS Hardware and Software, Dealership Communications Systems, PC Applications, Associated Systems Applications)
Education
University of Texas At Austin - Austin, Texas | Bachelor of ArtsLiterary Criticism, 08/1995
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Resume Overview

Companies Worked For:

  • Wayfair
  • Target Design And Management
  • Reynolds And Reynolds

School Attended

  • University of Texas At Austin

Job Titles Held:

  • Customer and Relationship Expert (CARE) Agent
  • Customer Service Representative
  • Accounts Receivable Clerk
  • Software Specialist / Auto Dealership Consultant

Degrees

  • University of Texas At Austin - Austin, Texas | Bachelor of Arts

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