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Customer Care Representative Resume Example

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CUSTOMER CARE REPRESENTATIVE
Summary
  • Diligent Customer Care offering 20-year record in customer support and strong aptitude for working with little supervision in remote environments. Competent in listening to customer needs, meeting quality standards and staying current on product and service updates. Highly empathetic and supportive team player.
Skills
  • Payment processing
  • Data evaluation
  • Conflict mediation
  • Project management
  • Data entry
  • Documentation and reporting
  • Customer relations
  • Customer service excellence
  • Phone, Internet support
  • Credit card payment processing
  • Shipping and receiving understanding
  • Shipping regulations knowledge
  • Office equipment proficiency
  • Inbound and outbound calling
  • Direct sales
  • Customer service
  • Call center experience
Experience
Customer Care Representative
City, StateCompany Name/Apr 2011 to Feb 2019
  • Documented customer inquiries and feedback, including service delivery suggestions, in company database.
  • Kept customer and system account information accurate and current to support timely resolutions for all concerns.
  • Consulted with customers to determine best methods to resolve service and billing issues.
  • Promoted television, telephone and intern offerings to drive growth and exceed benchmarks.
  • Built client rapport, accurately processing repair invoices and claims while troubleshooting financial discrepancies through completion.
  • Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
  • Addressed customer inquiries and resolved complaints.
  • Researched resolutions, contacted necessary departments and responded back to customer back phone, mail or fax as follow up.
  • De-escalated customer issues with proven conflict mediation and problem-solving abilities.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Enhanced customer satisfaction ratings by effectively resolving issues.
Retail Store Owner
City, StateCompany Name/May 2009 to Feb 2011
  • Conducted job interviews, led employee performance evaluations with constructive feedback and rewarded top sales performers to attract and retain top-quality personnel.
  • Maintained detailed and accurate accounting records by overseeing documentation of sales, purchases and requisitions.
  • Supervised successful, well-supplied and highly organized establishment thanks to consistent oversight and regular cleanliness inspections.
  • Processed credit card payments and counted back change and currency with 99% accuracy rate.
  • Cultivated store brand and accomplished strategic business initiatives through close collaboration with district manager.
  • Mentored employees and instructed on management of complicated sales, complex issues and difficult customers.
  • Enhanced sales by implementing merchandising and promotional improvements.
  • Devised, implemented and managed promotions to enhance store profits and drive customer engagement.
  • Connected with customers daily to understand needs, provide assistance and collect feedback to optimize operations.
  • Ordered merchandise with accuracy by verifying back stock and maintaining inventories.
  • Oversaw entire stock management process, including receiving incoming merchandise, shelf replenishment and shrinkage control.
  • Hired, trained, supervised and motivated team of 12 retail professionals to provide knowledgeable and fast service to every guest.
  • Cultivated lucrative relationships with clients through active engagement, issue resolution and rapport building talents.
  • Worked one-on-one with employees to motivate while delivering constructive criticism in busy, retail environment.
Customer Service Representative
City, StateCompany Name/Mar 2004 to May 2009
  • 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.
  • Set up and activated customer accounts.
  • Documented conversations with customers to track requests, problems and solutions.
  • Consulted with customers to determine best methods to resolve service and billing issues.
  • Escalated customer concerns, store issues and inventory requirements to supervisors.
  • Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations.
  • Educated customers on special pricing opportunities and company offerings.
  • Evaluated customer account information to assess current issues and determine potential solutions.
  • Interviewed customers regarding shipping issues and reported feedback to management team.
Education and Training
Associate of Specialized Business: Executive Medical SecretaryMcCann School of Business And TechnologyJun 1993City, State
Activities and Honors
  • Member, Alumni Association
  • Awarded Spirit of Avon Award
  • Elected Senior Regent for The Women of the Moose
  • Various volunteer work, including a foster care position for pets through a local rescue
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Resume Overview

School Attended

  • McCann School of Business And Technology

Job Titles Held:

  • Customer Care Representative
  • Retail Store Owner
  • Customer Service Representative

Degrees

  • Associate of Specialized Business : Executive Medical Secretary

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