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Customer Care Resume Example

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CUSTOMER CARE
Professional Summary

Hardworking Customer Service Representative with years of experience working with . Trained in project and time management with extensive knowledge of and proven multitasking abilities. Committed to maintaining professional relationships with clients to increase profitability and drive business results. Skilled call center professional versed in customer support protocols for . Brings extensive high-call volume experience spanning years working with consumers. Superior computer skills and telephone etiquette. Competent driven to exceed sales goals and build long-term relationships with customers. Facilitate positive experiences through high-quality customer care and prompt resolution of complaints and issues. Well-qualified proficient in handling complex customer issues and promoting positive experiences. Efficiency-driven and organized with team-oriented mentality and dedication to customer satisfaction, business goals and sales excellence. Skilled in coordinating documentation and handling payments.

Skills
  • Complaint resolution
  • Order fulfillment
  • Credit card processing
  • Good listening skills
  • Creative problem solving
  • Warehousing functions
  • Technical Support
  • Service standard compliance
  • Professional telephone demeanor
  • Account management
  • Recordkeeping strengths
  • Money handling abilities
  • Administrative support
  • POS systems expert
  • Key holder experience
  • First Responder
  • EVOC Driver
  • CPR Certified
  • Fitness Specialist Certified
  • Volunteer FireFighter
  • Associated of Different Clubs and Organizations
  • Shipping procedures understanding
  • Route dispatch
  • Key stakeholder relationship building
  • Stocking and replenishing
  • Multi-line phone talent
  • Medical terminology knowledge
Work History
Customer Care, 07/2006 to 11/2020
Atlantic Broadband Inc. – Berwick, PA
  • Responded to customer requests for products, services and company information.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Entered customer interaction details in to track requests, document problems and record solutions offered.
  • Drove team revenue totals by bringing in over $ in sales.
  • Assisted customers with setting appointments, shipping and special order requests, and arranging merchandise pick-up at other locations.
  • Consulted with outside parties to resolve discrepancies and create effective solutions.
  • Evaluated account and service histories to identify trends, using data to mitigate future issues.
  • Answered constant flow of customer calls with up to calls in queue per minute.
  • Boosted sales revenue by skillfully promoting diverse options.
  • Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
  • Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
  • Leveraged sales expertise to promote and capitalize on upsell opportunities.
  • Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
  • Educated customers on promotions to enhance sales.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals %.
  • Provided information to customers regarding charge card and loyalty program and helped to open and activate new accounts.
  • Suggested new procedure to persuade cancelling customers to stay with company, resulting in % decrease in cancellations.
  • Recommended to customers, thoroughly explaining details.
  • Provided primary customer support to internal and external customers in fast-paced environment.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Cultivated customer loyalty, promoted repeat customers and improved sales.
  • Regularly exceeded daily sales and product add-on quotas.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
  • Rentention
  • Front Counter Customer Service
Customer Service Representative, 05/2000 to 07/2006
RCN – Wilkes Barre, PA
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Responded to customer requests for products, services and company information.
  • Boosted sales revenue by skillfully promoting diverse options.
  • Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
  • Educated customers on promotions to enhance sales.
  • Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
  • Assisted customers with setting appointments, shipping and special order requests, and arranging merchandise pick-up at other locations.
  • Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
  • Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
  • Answered constant flow of customer calls with up to calls in queue per minute.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Recommended to customers, thoroughly explaining details.
  • Regularly exceeded daily sales and product add-on quotas.
  • Provided primary customer support to internal and external customers in fast-paced environment.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals %.
  • Leveraged sales expertise to promote and capitalize on upsell opportunities.
  • Suggested new procedure to persuade cancelling customers to stay with company, resulting in % decrease in cancellations.
  • Drove team revenue totals by bringing in over in sales.
  • Entered customer interaction details in to track requests, document problems and record solutions offered.
  • Retention
Fitness Trainer/Assistant Manager, 05/1991 to 05/2000
Body Tech – Amagansett, NY
  • Created organization systems for inventory control, merchandising, financial reports and schedules, dramatically increasing operational efficiency.
  • Achieved recognition from senior management for contribution to store success, including managing sales, employees and operations to foster optimal performance.
  • Increased sales revenues by % over by promoting complementary products and educating customers about store promotions.
  • Reduced financial discrepancies % by monitoring monetary transactions, including credit card sales and deposits.
  • Established and optimized schedules to keep coverage and service in line with forecasted demands.
  • Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
  • Helped with planning schedules and delegating assignments to meet coverage and service demands.
  • Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
  • Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
  • Set and enforced policies focused on increasing team productivity and strengthening operational efficiency.
  • Mentored member sales team in applying effective sales techniques and delivering top-notch customer service.
  • Directed merchandising, promotion and brand loyalty efforts for business segment with greatest sales volume.
  • Monitored security and handled incidents calmly.
Education
High School Diploma: 06/1981
Benton HIgh School - Benton PA
Fitness Managment/ Health Education: Trainer, 05/1991
Lock Haven University Of Pennsylvania - Lock Haven, PA
Certifications
  • First Responder
  • EVOC Ceritfied
  • Fitness Specialist
  • CPR
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Resume Overview

Companies Worked For:

  • Atlantic Broadband Inc.
  • RCN
  • Body Tech

School Attended

  • Benton HIgh School
  • Lock Haven University Of Pennsylvania

Job Titles Held:

  • Customer Care
  • Customer Service Representative
  • Fitness Trainer/Assistant Manager

Degrees

  • High School Diploma : 06/1981
    Fitness Managment/ Health Education : Trainer , 05/1991

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