customer care representative resume example with 20+ years of experience
Polished, professional customer service rep offering:
- 13 years of experience providing customer support in busy call center environments for manufacturing industry employers.
- An unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty.
- Strategic-relationship/partnership-building skills -- listen attentively, solve problems creatively, and use tact and diplomacy to find common ground and achieve win-win outcomes.
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- Resolved customer complaints by identifying problems and taking appropriate corrective action – Resulted in 50% increase in department’s efficiency.
- Demonstrated professional etiquette and manners when interfacing with customers which resulted in 30% improved feedback of customers.
- Improved the efficiency of customer service department 20% by providing both training for new hires and setting up training materials.
- Promoted to customer service supervisor by following excellence in providing customer education on the company’s services and commendation by supervisor.
- Developed customer base by 45% during the year 2013 through providing quick services.
- Improved customer service satisfaction 3% annually through supply chain management initiatives, inventory control and flexible manufacturing practices.
Handle customer inquiries, complaints, billing questions and payment extension/service requests. Calm angry callers, repair trust, locate resources for problem resolution and design best-option solutions. Interface daily with internal partners in accounting, field services, new business, operations and consumer affairs divisions.
Key Accomplishments:
- Managed a high-volume workload within a deadline-driven environment. Resolved an average of 550 inquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy, volume).
- Became the lead "go-to" person for new reps and particularly challenging calls as one of the company’s primary mentors/trainers of both new and established employees.
- Helped company attain the highest customer service ratings (as determined by external auditors) -- earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness.
- Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations.
- Completed voluntary customer service training to learn ways to enhance customer satisfaction and improve productivity.
Responsible for day to day coaching and supervision of a team of customer service reps in a call center of approximately 70 inbound calls and monitors productivity and performance standards with an order entry department of 100 per day with an annual value of $19M.
Key Acomplishments
- Plans and directs work flow and project assignments.
- Set goals and track results to ensure team metrics are met and excellent customer service is achieved by utilizing CMS, CRM, SFDC and Intuitive iERP databases.
- Develops strong working relationships with distributor customers and understands their individual business needs.
- Communicates profusely with outside sales force and sales management to achieve A+ customer experience.
- Monitors Customer Allegiance Score (CAS) to determine if facility scores are in line with corporate goals.
- Resolve customer service concerns by phone: promoting business image, data entry, create new model numbers, process replacement parts, problem solving, for a retail base of 450 accounts, call center volume is approximately 200 calls daily
- Coordinate routing and shipping tasks: truck routing, capitalize trailer efficiency, compile driver packets for a shipping fleet of 14 trailers and 9 drivers.
- Managed staffing, training, sales, customer service, operations, financial controls, for restaurant with 45 employees.
- Previously served as a Co-Manager, Assistant Manager, Shift Manager and Crew Member of units in Channelview, Texas and Lakewood, Colorado.
- Managed policy implementation.
- Created and monitored training plan.
- Personnel management: scheduling, training and motivating.
- Evaluated inventory administrations for fast food restaurant with 52 employees.
Avaya phone system, Basic, call center, CMS, coaching, CRM, client, excellent customer service, customer service, data entry, databases, drivers, iERP, financial, inventory, Leadership, Management Training, Access, Excel, Microsoft Office, order management, outside sales, Personnel management, phone system, problem solving, Process Improvement, retail, routing, sales management, SAP, scheduling, shipping, Six Sigma, staffing, strategy, supervision.
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Resume Overview
School Attended
- Alameda High School
Job Titles Held:
- Customer Care Representative
- Customer Service Supervisor
- Customer Satisfaction Member
- Co Manager
- 1st Assistant Manager
Degrees
- Diploma
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