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customer care associate resume example with 5+ years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • Home: (555) 432-1000
  • Cell:
  • resumesample@example.com
  • :
Summary

Seasoned Customer Care Associate offering 10 years of related experience combined with proven customer service, communication and conflict mediation skills. Successful at defusing upset, angry customers with calm and level-headed approaches. Team-oriented, resourceful and adaptable to changing demands.

Driven and personable Customer Solutions Specialist with over ten years of experience interfacing with clients. Dedicated and outside-the-box strategic thinker with expertise in customer relationship management, conflict resolution, time management, document control and leadership.

Cheerful and upbeat professional with history of exceeding customer service expectations. Calm and composed in stressful situations and capable of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions.

Customer-oriented with stellar customer satisfaction record. Talented at conducting customer account research, fulfilling requests and rectifying data and billing errors. Strong organizational, management and interpersonal skills.

Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs.

Skills
  • Customer service excellence
  • Quality assurance
  • Payment processing
  • Shipping and receiving understanding
  • Quality assurance controls
  • Data evaluation
  • Conflict mediation
  • Product organization
  • Customer relations
  • Customer service
  • In-store support
  • System implementation
  • Cross-functional collaboration
  • Quality control
  • Stockroom procedures
  • Inbound and outbound calling
  • Report creation
  • High-energy attitude
  • Office equipment proficiency
  • Credit card payment processing
  • Microsoft Office expertise
Experience
Customer Care Associate, 07/2018 to Current
Merck KgaaTamaqua, PA,
  • Maximized revenue by proactively building and managing key customer relationships.
  • Promptly responded to customer inquiries and resolved complaints to promote loyalty.
  • Kept customer and system account information accurate and current to support timely resolutions for all concerns.
  • Shared detailed information regarding our account options to help customers make decisions.
  • Followed up on emailed or web-submitted customer inquiries.
  • Researched resolutions, contacted necessary departments and responded back to customer back phone, mail or fax as follow up.
  • Processed customer account changes.
  • Evaluated customer account information to assess current issues and determine potential solutions.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Used OSI and Nautilus to update customer account information.
Shift Lead, 10/2017 to 07/2018
TacalaFultondale, AL,
  • Resolved customer complaints and reported issues to senior management.
  • Upheld company standards and compliance requirements for operations and cleanliness of all areas.
  • Completed opening and closing duties to facilitate business operations.
  • Allocated tasks to employees daily and monitored activity and task completion.
  • Documented receipts, employee hours and inventory movements.
  • Cleaned work areas regularly to keep team efficient and eliminate any safety concerns.
  • Set up, adjusted and maintained machines to keep production operating at peak levels and consistently meet challenging daily demands.
  • Optimized team performance by training new hires on use of equipment, standard procedures and organizational policies.
  • Maintained excellent levels of workplace cleanliness around equipment to enhance safety and productivity.
  • Kept detailed production reports of daily progress to identify areas for improvement and maximize productivity.
  • Assisted newly hired team members by explaining company procedures and safety requirements and delivered positive feedback upon job task completion.
  • Collaborated with team members to complete demanding projects under tight deadlines.
  • Cleaned work areas following each shift by removing debris and trash and sweeping up metal parts.
Front Desk Associate, Night Audit, 07/2015 to 10/2017
Country Inn And Suites CharlotteCity, STATE,
  • Assessed data and information to check entries, calculations and billing codes for accuracy.
  • Maintained cleanliness of bathrooms, lobby and front desk.
  • Handled night audit paperwork, verification of daily room occupancy and hotel revenue reviews.
  • Monitored reservations to track incoming parties and special events.
  • Audited and balanced cash and credit transactions daily and reset register for next day's operations.
  • Balanced accounts and conducted nightly audits to keep bookkeeping current.
  • Completed all nightly updates to hotel rates and individual room charges.
  • Checked auditing discrepancies by reconciling cash drop and credit card transactions.
  • Reviewed item requests and room service orders for accuracy and any needed assistance.
  • Managed late check-ins and provided information on hotel amenities.
  • Directed and trained new staff on procedures, service standards and productivity strategies and provided assistance and mentoring.
  • Ran end-of-day computer functions and closed out reports.
  • Maintained well-stocked and presentable complementary food and beverage station.
  • Updated accounts and logs throughout shift to keep up with all requirements.
  • Arranged special accommodations for guests to maintain optimal satisfaction
  • Computed guest billings and posted charges to room accounts.
  • Managed guest check-in and check-out procedures, reservations and payments.
  • Managed customer complaints and rectified issues to complete satisfaction.
  • Responded to inquiries and room requests made online, by phone or email.
  • Set guest and group reservations and processed check-ins and check-outs.
  • Greeted, registered and assigned guests to rooms.
  • Collaborated with housekeeping and maintenance staff to address and mitigate facility issues.
  • Verified and collected client payments.
  • Secured guest valuables in main safe or individual boxes.
  • Initiated cleaning and upkeep of rooms, informing housekeeping when rooms had been vacated.
  • Answered the phone and emails to make reservations and take guest information.
  • Confirmed transactional data by verifying name and payment information and clearly communicating costs and fees to patrons.
  • Delivered friendly and knowledgeable support to current and prospective customers.
  • Educated patrons on entertainment and sporting events in nearby areas and made reservations to establishments, boosting local tourism.
  • Coordinated with housekeeping, maintenance and other property teams to handle every guest needs with professionalism and speed.
  • Received all incoming calls and coordinated with hotel staff to fulfill requests and resolve issues.
  • Posted room charges such as food, liquor and telephone calls based on individual customer actions.
  • Handled payment processing duties and provided customers with receipts and proper bills and change.
  • Drafted and maintained incident reports, daily activity logs and other documents requested by management.
  • Answered phones, responded to customer inquiries and transferred calls to appropriate staff members.
  • Fielded customer complaints and rectified issues.
  • Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
  • Reviewed accounts to assess open charges and answer diverse customer questions.
  • Trained newly hired employees on front desk procedures and business operations.
Education and Training
Bachelor of Arts: English, Creative Writing, Expected in 08/2016 to Appalachian State University - Boone, NC,
GPA:
Associate of Arts: , Expected in 05/2013 to Johnston Community College - Smithfield, NC
GPA:

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Resume Overview

School Attended

  • Appalachian State University
  • Johnston Community College

Job Titles Held:

  • Customer Care Associate
  • Shift Lead
  • Front Desk Associate, Night Audit

Degrees

  • Bachelor of Arts
  • Associate of Arts

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