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customer care coordinator resume example with 9+ years of experience

Jessica
Claire
resumesample@example.com
(555) 432-1000,
, , 100 Montgomery St. 10th Floor
:
Professional Summary

Knowledgeable and dedicated customer service professional with extensive experience in the industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Skills
  • First Call resolution
  • Schedule Management
  • Training and mentoring
  • Complaint resolution
  • Account management
  • Customer Relationship Management
  • Team Building
  • Account updates
Education
Laconia Christian Academy Laconia, NH, Expected in High School Diploma : - GPA :
Work History
American Senior Communities - Customer Care Coordinator
Monticello, IN, 08/2016 - Current
  • Answered calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
  • Identify and assess customers' needs to achieve satisfaction.
  • Defused customer concerns with exceptional conflict and problem resolution skills.
  • Resolved product or service problems by clarifying customer complaints and determining cause of the problem.
  • Selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
  • Logged call information and solutions provided into internal database.
  • Achieved long-term business objectives by analyzing customer feedback for process improvements.
  • Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
  • Coordinated timely responses to online customer communication and researched complex issues.
  • Communicated with customers to assess and address individual needs, providing timely and quality support.
Wells Fargo - Customer Service Subject Matter Expert
Sammamish, WA, 08/2016 - Current
  • Assisted with supervision of employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Coached new team members on service techniques and provided scoring through quality assurance program.
  • Planned schedules and workflows based on expected customer demands.
  • Monitored customer service operations to assess agent performance and provide feedback.
  • Exceeded team goals and collaborated with staff members to implement customer service initiatives.
  • Completed special projects by using effective decision making, critical thinking and time management skills.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Coordinated employees while consistently achieving performance targets as a Customer Care Coordinator.
Shamrock Foods - Store Manager
Fort Collins, CO, 03/2014 - 08/2019
  • Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
  • Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
  • Scheduled and led weekly store meetings for all employees to discuss sales promotions and new inventory while providing platform for all to voice concerns.
  • Coached sales associates on product knowledge by using wide variety of training tools.
  • Protected store from loss or theft by setting and enforcing clear security policies.
  • Set effective store schedules based on forecasted customer levels, individual employee knowledge and service requirements.

  • Managed inventory control, cash control and store opening and closing procedures.
  • Promoted team collaboration, performance and efficiency by fostering healthy environments focused on mutual success.
  • Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
Pilot Freight Services - Lead Customer Service Representative
El Paso, TX, 01/2012 - 02/2014
  • Strategically scheduled team members to maintain optimal staffing levels for expected customer loads.
  • Planned schedules and workflows based on expected customer demands.
  • Trained, oversaw and mentored new team members to strengthen performance and job expertise.
  • Trained new personnel regarding company operations, policies and services.
  • Conferred with senior management to handle and correct disciplinary or knowledge issues.
  • Helped operators handle incoming calls and managed escalated needs with targeted resolutions.
  • Reviewed associate performance each month to identify training needs.
  • Delivered excellent customer service by responding to requests, assisting with product selection and handling ordering functions.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.

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Resume Overview

School Attended

  • Laconia Christian Academy

Job Titles Held:

  • Customer Care Coordinator
  • Customer Service Subject Matter Expert
  • Store Manager
  • Lead Customer Service Representative

Degrees

  • High School Diploma

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