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Customer Care Representative Resume Example

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CUSTOMER CARE REPRESENTATIVE
Professional Summary

Experienced customer service management bringing 40+ years of applying exceptional customer service, conflict mediation and communication skills to address diverse needs. Smoothly mitigate customer conflicts through calm, level-headed strategies. Responsive and resilient team player with adaptable and resourceful mindset.

Skills
  • Key stakeholder relationship building
  • Recordkeeping strengths
  • Key holder experience
  • Stock management
  • Complaint resolution
  • Professional telephone demeanor
  • Report preparation
  • Staff education and training
  • Receiving support
  • Training development aptitude
  • Stocking and replenishing
  • Money handling abilities
  • MS Office proficiency
  • Retail store support
  • POS systems expert
  • Sale expertise
  • Computer proficient
  • Order fulfillment
  • Strategic sales knowledge
Work History
Customer Care Representative04/2009 to 08/2009
Time Warner Cable – Portland, ME
  • Conferred with customers about concerns with products or services to resolve problems and drive sales.
  • Updated customer accounts and system database with latest details to support accuracy and efficiency in future interactions.
  • Defused customer concerns with exceptional conflict and problem resolution skills.
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
  • Educated customers on promotions to enhance sales.
  • Maintained superior quality by reducing downtime to maximize customer support and meet revenue goals.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
  • Developed client rapport by promptly processing requests and resolving financial discrepancies.
  • Explained charges, fees, terms of sales and service agreements to over 100 customers daily.
  • Achieved 93% satisfaction rating through consistent, proactive resolutions of customer issues on first call.9
General Manager of Store Operations04/1997 to 04/2009
Burger King Of Portland – Portand Me , Maine
  • Reviewed performance data to monitor and measure productivity, goal progress and activity levels.
  • Coordinated weekly conferences with store associates to communicate sales and customer service goals.
  • Devised, deployed and monitored processes to boost long-term business success and increase profit levels 50%.
  • Addressed and resolved strategy issues to support sales management and guide business direction.
  • Set effective store schedules based on forecasted customer levels, individual employee knowledge and service requirements.
  • Evaluated suppliers to assess quality, timeliness and compliance of deliveries, maintain tight cost controls and maximize business operational efficiency.
  • Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands.
  • Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
  • Achieved consistent budget targets with optimal expense controls and elimination of unnecessary waste.
  • Promoted team collaboration, performance and efficiency by fostering healthy environments focused on mutual success.
  • Coached 60 sales associates in product specifications, sales incentives and selling techniques, increasing customer satisfaction ratings 80%.
  • Rotated merchandise and displays to feature new products and promotions.
  • Promoted business strategy by implementing improvements based on guest feedback.
  • Managed weekly inventory transactions by creating templates to ensure optimal food and beverage stock.
  • Hired, delegated and reviewed sales staff performance and provided comprehensive coaching in customer, inventory control and management .
  • Established and administered annual budget with effective controls to prevent overages, minimize burn rate and support sustainability objectives.
  • Reconciled daily sales transactions to balance and log day-to-day revenue with excel.
  • Minimized on-site cash with frequent deposits and high accuracy in predicting operations.
  • Provided excellent customer service, promoting membership loyalty and increasing customer satisfaction rates.
  • Completed bi weekly payroll for 70 employees with exc[Software; and [Softwarepayroll].
  • Protected store from loss or theft by setting and enforcing clear security policies.
General Manager Tim Hortons 03/2000 to 08/2003
Tim Hortons Usa – South Portland, ME
  • Reviewed performance data to monitor and measure productivity, goal progress and activity levels.
  • Coordinated weekly conferences with store associates to communicate sales and customer service goals.
  • Devised, deployed and monitored processes to boost long-term business success and increase profit levels 93%.
  • Devised, deployed and monitored processes to boost long-term business success and increase profit level105%.
  • Set effective store schedules based on forecasted customer levels, individual employee knowledge and service requirements.
  • Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands.
  • Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
  • Achieved consistent budget targetswith optimal expense controls and elimination of unnecessary waste.
  • Promoted team collaboration, performance and efficiency by fostering healthy environments focused on mutual success.
  • Coached 40 sales associates in product specifications, sales incentives and selling techniques, increasing customer satisfaction ratings 90%.
  • Rotated merchandise and displays to feature new products and promotions.
  • Developed new store location from ground up by hiring and training efficient team.
  • Managed weekly inventory transactions by creating templates to ensure optimal food and beverage stock.
  • Kept inventories accurate with daily cycle counts and weekly and monthly audits to identify and resolve variances.
  • Hired, delegated and reviewed sales staff performance and provided comprehensive coaching in management, customer service and store maintanence.
  • Established and administered annual budget with effective controls to prevent overages, minimize burn rate and support sustainability objectives.
  • Reconciled daily sales transactions to balance and log day-to-day revenue with excel.
  • Minimized on-site cash with frequent deposits and high accuracy in predicting operations.
  • Provided excellent customer service, promoting membership loyalty and increasing customer satisfaction rates.
  • Protected store from loss or theft by setting and enforcing clear security policies.
  • Completed weely payroll for 40 employees with excel an acconting.
Education
High School Diploma06/1971Oxford Hills Comprehensive High School- Paris, ME
Associate of Science: Operations General Management06/1978Mcdonalds Management Studies- Chicago, IL
Associate of Science: Business ManagementHusson University- Bangor, ME
Associate of Science: Organizational Leadership08/1997University of Deleware- Dover Deleware
Accomplishments
  • Customer Service - Consistently received positive feedback from guests and created repeat business by developing long-term relationships with customers.Handled guest complaints, maintaining a positive dining experience for all rest.
  • Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
  • Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
  • Managed more than 800 customers during demanding sales events in an effective and gracious manner.
  • Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
  • Managed and led a team of 200 Retail Sales Associates.
  • Achieved status as one of top sales performers in the region comprised of 34 stores.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
Certifications
  • Sales Manager Certificate
  • Computer Training Certificate
  • Microsoft Certified Application Specialist (MCAS)
  • Certified Protection Officer (CPO)
  • Sales Essentials Certificate
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Resume Overview

Companies Worked For:

  • Time Warner Cable
  • Burger King Of Portland
  • Tim Hortons Usa

School Attended

  • Oxford Hills Comprehensive High School
  • Mcdonalds Management Studies
  • Husson University
  • University of Deleware

Job Titles Held:

  • Customer Care Representative
  • General Manager of Store Operations
  • General Manager Tim Hortons

Degrees

  • High School Diploma 06/1971
    Associate of Science : Operations General Management 06/1978
    Associate of Science : Business Management
    Associate of Science : Organizational Leadership 08/1997

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