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customer care escalation specialist resume example with 15 years of experience

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Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000, resumesample@example.com
Summary
Customer Service Manager with a track record of managing a wide variety of customer service issues quickly and efficiently.
Highlights
Microsoft Outlook, Word, Power Point, and Excel
Accomplishments
Database Maintenance
  • Managed the company database and verified, edited and modified members’ information.
Experience
04/2011 to Current Customer Care Escalation Specialist Bed Bath & Beyond | , ,
  • Addressed negative customer feedback immediately.
  • Provided a high level of product and leadership support to representatives and clients. Collected, monitored and evaluated customer requirements to achieve desired delivery time and order fill rates.
  • Resolved customer questions, issues and complaints.
  • Developed rapport with the customer base by handling difficult issues with professionalism.
  • Developed effective relationships with all call center departments through clear communication.
  • Created training manuals targeted at resolving even the most difficult customer issues.
  • Provided detailed monthly departmental reports and updates to senior management.
  • Generated and distributed daily reports and order acknowledgments to appropriate personnel.
  • Built customer loyalty by placing follow-up calls for customers who reported product issues.
2008 to 04/2011 Technical Support Representative Honda | East Liberty, OH,
  • Displayed courtesy and strong interpersonal skills with all customer interactions.
  • Resolved customer complaints and concerns with strong verbal and negotiation skills.
  • Maintained composure and patience in face of difficult customer situations. Support customers with online billing and account issues.
  • Researched issues on various computer systems and databases to resolve complaints and answer inquiries.
  • Supported customers having data connectivity issues.
  • Soft-sold additional services.
04/2006 to 2008 Customer Service Rep IV Texas Health & Human Services Commission | Alvin, TX,
  • Analyzed call volume and average call time to monitor customer service representatives performance and productivity Managed high call volume with tact and professionalism Resolved service, pricing and technical problems for customers by asking clear and specific questions.
  • Defused volatile customer situations calmly and courteously Accurately documented, researched, and resolved customer service issues.
  • Constantly met daily goals and objectives for optimal call center statistics.
Education
Expected in Bachelor of Science | Criminal Justice General Education East Carolina University, Claireville, N.C. GPA:
Criminal Justice General Education
Expected in Coursework in Criminology and Criminal Justice | , Clairesboro, N.C. GPA:
Expected in Spring 2004 B.S | Electrical and Electronics Engineering Electronics and Communication Engineering Technology Electrical Engineering North Carolina A&T State University, , GPA:
Electrical and Electronics Engineering Electronics and Communication Engineering Technology Electrical Engineering
Expected in B.S | Criminology and Criminal Justice , , GPA:
Criminology and Criminal Justice
Expected in Coursework in Criminology and Criminal Justice | , , GPA:
Skills
accounts payable, attention to detail, benefits, billing, Call Center, coaching, interpersonal Communication, Criminal Justice, excellent customer service, customer service, Customer Care, Data Analyst, fast, invoicing, leadership, meetings, Excel, Microsoft Outlook, Power Point, Word, Works, order entry, pricing, problem solver, processes, reporting, selling, statistics, telephone etiquette, time management, trainer, trouble shooting, troubleshooting, workflow

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Resume Overview

School Attended

  • East Carolina University
  • North Carolina A&T State University

Job Titles Held:

  • Customer Care Escalation Specialist
  • Technical Support Representative
  • Customer Service Rep IV

Degrees

  • Bachelor of Science
  • Coursework in Criminology and Criminal Justice
  • B.S
  • B.S
  • Coursework in Criminology and Criminal Justice

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