LiveCareer-Resume

customer care dispatch resume example with 11 years of experience

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

Knowledgeable and dedicated customer service professional with extensive 20 years experience in Customer Service/Sales 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
  • Call Center Operations
  • Inbound Calling
  • Inbound Customer Service
  • Account Management
  • Customer service
  • Customer Complaint Resolution
  • Employee coaching
  • Team Supervision
  • Sales
  • Quality control
  • Credit card payment processing
  • Microsoft Office
  • Processing orders
  • Data entry
  • Computer skills (Windows, Office, & Excel)
  • Basic math
  • People skills
  • Critical thinker
  • Good work ethic
  • Monitoring field personnel
  • Delivery procedures
  • Adjusting routes
  • Multitasking
  • Claims processing
  • Account updating
  • Proofreading
  • Recruitment and Hiring
  • Team Leadership
Experience
11/2022 to Current Customer Care/Dispatch Geodis | Torrance, CA,
  • Qualified potential customers, identified needs and troubleshot and solved customer issues to foster best customer service experience.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.
  • De-escalated customer issues with proven conflict mediation and problem-solving abilities.
  • Delivered customer support to high call load each shift.
  • Kept customer and system account information accurate and current to support timely resolutions for concerns.
  • Prepared customer reports by gathering data collected during customer interactions.
  • Completed thorough opening, closing and shift change functions to maintain operational standards each day.
  • Referred unresolved grievances to designated departments for further investigation.
  • Followed up on emailed or web-submitted customer inquiries within standard response times.
  • Consulted with customers regarding needs and addressed concerns.
  • Monitored call priorities regularly based on caller needs.
  • Responded immediately to emergencies by initiating outbound calls to police agencies and emergency contacts.
11/2015 to 03/2022 Customer Service Team Lead Schneider Electric | Battle Creek, MI,
  • Coached new team members on service techniques and provided scoring through quality assurance program.
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Handled day-to-day customer contact via phones, faxes and emails.
  • Took payment information and other pertinent information such as addresses and phone numbers to place orders.
  • Used Five9 software to keep records of customer interactions, customer accounts and file documents.
  • Took credit card payments via phone, in person and through email.
  • Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
  • Utilized active listening skills and asked open-ended questions to ascertain customer call needs.
  • Volunteered to handle complaints and issues for manager during busy time periods.
  • Escalated issues to correct individuals when typical procedures did not achieve resolution.
  • Trained new team members on proper service methods and evaluated service delivery using quality assurance program.
  • Attended job training to sharpen skills and keep informed of new products.
  • Held meetings with associates to provide constructive feedback on performance.
  • Developed strategies to assist associates in meeting goals.
09/2011 to 10/2015 Customer Service Representative Convergy’s | City, STATE,
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Answered over 80 calls per shift to meet fast-paced call center demands.
  • Maintained up-to-date knowledge of product and service changes.
  • Delivered prompt service to prioritize customer needs.
  • Cross-trained and provided back up for customer service managers.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Assisted customers with making payments or establishing payment plans to bring accounts current.
  • Upheld quality control policies and procedures to increase customer satisfaction.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Developed strong customer relationships to encourage repeat business.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Detailed payment options and transferred customers to billing department for payment or further questions regarding bill.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Education and Training
Expected in 04/1996 to to High School Diploma | Millard South High School, Omaha, NE GPA:

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Resume Overview

School Attended

  • Millard South High School

Job Titles Held:

  • Customer Care/Dispatch
  • Customer Service Team Lead
  • Customer Service Representative

Degrees

  • High School Diploma

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