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customer call center representative iii trainer resume example with 11+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • H: (555) 432-1000
  • C:
  • resumesample@example.com
  • Date of Birth:
  • India:
  • :
  • single:
Summary

Productive Call Center Representative with 12 years of experience building rapport with clients and providing quality support. Gifted in answering large volume of customer calls and resolving customer complaints. Recognized for consistently earning top customer satisfaction ratings.

Skills

· Problem Solving

· Customer Service

· Executing Multiple Tasks

· Written Communication

· Verbal Communication

· Organization

· Excel

· Word

· Medical Terminology

· MS Office

· Multi-line phone

  • De-escalation Techniques
  • Communicating With Clients
  • Resolving Issues
  • Call Control Skills
Experience
Customer Call Center Representative III /Trainer, 03/2021 - Current
Curtiss Wright Houston, TX,
  • Provides clients with customer service by determining call requirements, responding to inquiries, resolving customer issues and fulfilling customer requests
  • Triages customer needs to include verification of demographics, appointment inquires, and mileage check inquires
  • Clarifies customer inquiries by researching, locating, and providing information to the appropriate entities
  • Resolves customer concerns and appropriately escalates any unresolved matters in a timely manner to the next appropriate department or level
  • Promotes electronic communication services by recognizing opportunities to utilize advanced case management technology
  • Accurately documents all call information in case management system according to standard operating procedures
  • Efficiently utilizes tools and available resources such as: ECW, UCM, examinee portal, and other tools as necessary
  • Any other duties as assigned
    Lead new hire training for the Customer Call Center Department
  • Evaluate the performance of trainees using tools available and provide recommendations under the guidance of the Training Manager and Operations Managers
  • Train all aspects of the program to new hires and refresher training to tenured employees
  • Identify and work closely with SMEs to design, develop, and refine engaging training programs in various formats (e.g. instructor-led training, training workshops, online training, etc.); may recommend enhancements to the organization’s training platform
  • Provide one-on-one training, as needed
  • Perform other duties and responsibilities as assigned

Ability to prioritize customer follow up calls when necessary

· Adaptable with the ability to follow standardized process workflow on a daily basis

· Provide exceptional customer service to both internal and external customers

· Strong knowledge of administrative processes

· Demonstrated ability to work as a team member as well as an individual contributor

· Ability to interact with all levels of staff

· Ability to effectively manage competing priorities in a fast paced environment

· Proficient in relevant computer applications (i.e. call center phone systems, Electronic Scheduling software) with an ability to learn new software quickly

· Excellent data entry and typing skills

· Ability to work various shifts and hours to cover multiple times zones
Ability to quickly foster relationships and credibility at all levels

· Excellent organization and follow-up skills

· Strong analytical and problem solving skills

· Demonstrated understanding of training methodologies

CUSTOMER SERVICE REPRESENTATIVE, 08/2020 - 03/2021
Curtiss Wright Otay Mesa, CA,

• Efficiently utilizes tools and available resources such as: ECW, UCM, examinee portal, and other tools as necessary

• Responsible for answering, processing, and documenting all calls from customers and representatives.

• Acts as service liaison between the customer and internal operational staff, and delivers exceptional customer service at all touch points.

• Provides clients with customer service by determining call requirements, responding to inquiries, resolving customer issues and fulfilling customer requests

• Triages customer needs to include verification of demographics, appointment inquires, and mileage check inquires

• Resolves customer concerns and appropriately escalates any unresolved matters in a timely manner to the next appropriate department or level

• Accurately documents all call information in case management system according to standard operating procedures

• Any other duties as assigned

• Adaptable with the ability to follow standardized process workflow on a daily basis

• Excellent data entry and typing skills

CUSTOMER SERVICE REPRESENTATIVE, 02/2017 - 09/2020
Curtiss Wright Buechel, KY,

Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.

• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.

• Check to ensure that appropriate changes were made to resolve customers' problems.

• Answer customers' questions about products, prices, availability, product uses, and credit terms.

• Recommend products to customers, based on customers' needs and interests.

• Contact regular and prospective customers to demonstrate products, explain product features, and solicit orders.

• Consult with clients after sales or contract signings to resolve problems and to provide ongoing support.

• Assist 100+ customers per day, providing successful solutions in a polite manner using active listening to ensure customer retention.

CUSTOMER SERVICE REPRESENTATIVE, 07/2016 - 02/2017
Bright Horizons Family Solutons Exton, PA,

• Recommend products to customers, based on customers' needs and interests.

• Contact regular and prospective customers to demonstrate products, explain product features, and solicit orders.

• Estimate or quote prices, credit or contract terms, warranties, and delivery dates.

• Answer customers' questions about products, prices, availability, product uses, and credit terms.

  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Developed strong customer relationships to encourage repeat business.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Consulted with customers to resolve service and billing issues.
  • Set up and activated customer accounts.
  • Educated customers on special pricing opportunities and company offerings.
  • Upheld quality control policies and procedures to increase customer satisfaction.
NANNY, 12/2013 - 05/2016
Revolution Foods Los Angeles, CA,

• Regulate children's rest periods and nap schedules.

• Perform first aid or cardiopulmonary resuscitation (CPR) when required.

• Meet regularly with parents to discuss children's activities and development.

• Help prepare and serve nutritionally balanced meals and snacks for children.

• Instruct children in safe behavior, such as seeking adult assistance when crossing the street and avoiding contact or play with unsafe objects.

• Organize and conduct age-appropriate recreational activities, such as games, arts and crafts, sports, walks, and play dates.

• Supervise and assist with homework.

• Assign appropriate chores and praise targeted behaviors to encourage development of self-control, self-confidence, and responsibility.

• Transport children to schools, social outings, and medical appointments.

  • Created nurturing, safe environments to promote emotional, social and intellectual growth.
  • Engaged children in age-appropriate activities to encourage intellectual and motor skills development.
DELIVERY DRIVER, 04/2013 - 12/2013
Cole Haan New York, NY,

• Collect money from customers, make change, and record transactions on customer receipts.

• Drive trucks to deliver such items as food, medical supplies, or newspapers.

• Record sales or delivery information on daily sales or delivery record.

• Provide excellent customer service, Make accurate sale transaction, ensure fast and correct deliveries in a quick timer frame

  • Transported and safely delivered items to prevent damage or loss.
  • Navigated routes with relevant map programs and GPS systems.
  • Handled customer service complaints with utmost professionalism and knowledgeable responses to maintain trust and company loyalty.
  • Grouped and routed deliveries according to designated areas to maintain efficient delivery times.
  • Loaded trucks and safely secured merchandise to prevent damage during transportation.
SALES ASSOCIATE, 04/2011 - 11/2012
Follett Higher Education Group City, STATE,

• Greet customers and ascertain what each customer wants or needs.

• Recommend, select, and help locate or obtain merchandise based on customer needs and desires.

• Compute sales prices, total purchases and receive and process cash or credit payment.

• Answer questions regarding the store and its merchandise.

• Describe merchandise and explain use, operation, and care of merchandise to customers.

  • Engaged customers in friendly, professional dialogue to determine needs.
  • Helped customers find specific products, answered questions and offered product advice.
  • Worked with fellow sales team members to achieve group targets.
  • Collected payments and provided accurate change.
  • Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
  • Answered product questions with up-to-date knowledge of sales and promotions.
  • Developed trusting relationships with customers by making personal connections.
  • Arranged new merchandise with signage and appealing displays to encourage customer sales and move overstock items.
  • Assessed customer needs to provide assistance and information on product features.
  • Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
  • Assisted teammates with sales-processing tasks to meet daily sales goals.
  • Used technology resources to assist customers in locating and selecting items.
  • Received and displayed product shipments on store retail shelves upon delivery.
Education and Training
High School Diploma: , Expected in 06/2010
-
Memorial High School - San Antonio, TX
GPA:
Status -

with 12.5 years of experience and a proven knowledge of customer communications, conflict resolution, and customer needs assessment. Aiming to leverage my skills to successfully fill the customer service representative role at your company.

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Resume Overview

School Attended

  • Memorial High School

Job Titles Held:

  • Customer Call Center Representative III /Trainer
  • CUSTOMER SERVICE REPRESENTATIVE
  • CUSTOMER SERVICE REPRESENTATIVE
  • CUSTOMER SERVICE REPRESENTATIVE
  • NANNY
  • DELIVERY DRIVER
  • SALES ASSOCIATE

Degrees

  • High School Diploma

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