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Customer Care Resume Example

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CUSTOMER CARE
Profile

An aspiring and laser-focused professional with high emotional intelligence, quality of character, and natural leadership skills. Eager to apply superior communication, team leadership, and problem solving skills. Comfortable with change and firm believer in developing corporate culture that contributes to continual development and positive team-outcomes. Background in achieving operational excellence thru implementation of new processes and passionate about continually striving for improvement. Consistent and dependable as a team member and motivated by achieving excellence. Self-motivated and resourceful when working on large projects. Constantly seeking to grow and develop, adaptable to change, and works well under pressure. Extensive experience with team leadership, coaching, adding a positive outlook, and providing meaningful contributions towards collective goals. Extremely personable, driven, and excited to provide meaningful contributions as an effective & collaborative member of a team.

Qualifications
  • Superior learning ability
  • High emotional intelligence
  • Excellent interpersonal skills
  • Proficient with technology/computers
  • Strong experience in strategic planning and coordinating
  • Dedication to continual improvement
  • Highly adaptable
  • Contributes positively to team culture
  • Natural leadership skills
  • Masterful written and oral communication
  • Flexible team player
  • High-level organizational understanding
  • Creative problem-solving
  • Self-starter & self-motivated
  • Advocate for critical thought
  • Valuable experience in management & as a team-lead
Education and Training
Bachelor of Arts:Organizational Communication2016Western Michigan University, Kalamazoo, MI, United StatesOrganizational Communication Major with minors in Management and Psychology. Emphasis on Organizational Leadership, Development, Support, & Improvement through communication and the review & enhancement of communication processes.
Associate of Arts:Communications2014Kalamazoo Valley Community College, Kalamazoo, MI, United StatesEmphasis on interpersonal and organizational Communication.
Work Experience
ZAGG Inc.Kalamazoo, MICustomer Care09/2016 to CurrentCustomer Advocate; 9/13/16-4/7/17
  • Promoted to Senior Advocate a within seven-month time frame for exceeding goals, exhibiting leadership capacity, and supporting company culture.
  • Provided world-class service to customers with product queries.
Senior Customer Advocate; 4/7/17-7/16/2017
  • Promoted again to management within a three-month time frame for continuing to exceed goals and demonstrating leadership skills while coaching a team and overseeing projects.
  • Fielded tier-1 escalations and utilized world-class problem solving skills to retain and assist escalated customers. 
  • Provided daily operational support & coaching to Customer Advocates.
Associate Manager, Customer Care; 7/16/17-1/1/19​​ 
  • Was asked to take on a wider-ranging workforce management role as Scheduling Associate after leading a team for 1.5 years for displaying superior ability to understand & contribute to higher-level operational processes both within and outside of Customer Care.
  • Responsible for the performance, continual coaching, and development of a team ranging from 15-22 Customer Advocates.
  • Received recognition for highest performance as a team in the department multiple times.
  • Directly oversaw numerous projects including customer outreaches and development & implementation of new training processes. 
Scheduling Associate; 1/1/19-Current
  • Function as both scheduler & Workforce Manager for the Customer Care department; making & communicating decisions that directly impact operations & results within the department.
  • Evaluate staffing needs and make recommendations based on forecasting.
  • Communicating to staff of 130+ re: operational changes, process changes, and relevant updates regarding the department.
  • Responsible scheduling shifts, agent break schedules, training, meetings, etc. for the department.
  • Provide operational support to the Associate Director in Customer Care.​
  • Data analysis and tracking for department performance relative to KPI's set by Director of Customer Care.
  • Functioning in numerous roles and tasks outside of usual job-scope in order to ensure team-success.
Valley Family ChurchKalamazoo, MIDuplication & Editing Specialist10/2012 to 04/2015
  • Managed production and supplying of digital resources to church bookstore to be sold
  • Co-managed church's online streaming platform and consulted with various streaming service providers in order to improve overall quality of streaming events
  • Responsible for editing and mastering digital recordings of live events to be broadcast on social media/other online platforms
  • Prepared and monitored image magnification software for use in weekly services
Farrell Audio VideoKalamazoo, MIAssistant Store Manager08/2012 to 09/2016
  • Responsible for providing administrative support, recording/monitoring sales transactions, managing floor stock and inventory, and maintaining storefront appearance
  • Implemented new hourly tracking and profitability recording system. Responsible for assisting in proper storage of customer profiles and records of jobs completed
  • Improved overall efficiency of employee management by assisting in establishment of structured policy and processes
Relevant Experience
  • As a student, assisted in research and development of six-hour training program for academic advisors in the Office of Exploratory Advising at Western Michigan University. Assessed needed training areas within the office by conducting in-depth research and analysis of advisor strengths and required training points. Then put together strategy to communicate designed training to students effectively.
  • Four years of experience in Customer Service leadership and operational functions. Responsible for effectively communicating to Customer Care Dept. regarding process change and garnering buy-in to team goals.
Volunteer Work
  • Valley Family Church, 2006-Present
  • Kalamazoo Dream Center, 2008, 2009, 2010, 2011, 2013
  • Others Including: City of Kalamazoo, 2010; Kalamazoo Gospel Mission, 2009; Habitat For Humanity, 2008; City of Portage, 2008
  ​
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Resume Overview

Companies Worked For:

  • ZAGG Inc.
  • Valley Family Church
  • Farrell Audio Video

School Attended

  • Western Michigan University
  • Kalamazoo Valley Community College

Job Titles Held:

  • Customer Care
  • Duplication & Editing Specialist
  • Assistant Store Manager

Degrees

  • Bachelor of Arts : Organizational Communication 2016
    Associate of Arts : Communications 2014

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