Customer Care Representative/Call Center Customer Service Specialist Resume Example

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CUSTOMER CARE REPRESENTATIVE/CALL CENTER CUSTOMER SERVICE SPECIALIST
Professional Summary

Upbeat Customer Service professional bringing many years of experience in retail sales, customer service, client management and call center settings. Well-spoken and friendly with excellent practical problem-solving skills. Accustomed to working in team-oriented, fast-paced environments. Expertise in using diplomatic communication to defuse escalated situations.

Skills
  • Customer Complaint Resolution
  • Call center operations
  • Written and oral communication
  • Verbal and written communication
  • Customer service optimization
  • Sales expertise
  • Resolving Shipping and Delivery Problems
  • Microsoft Office
  • Cash Handling
  • E-commerce
  • Inbound phone calls
Work History
02/2019 to CurrentCustomer Care Representative/Call Center Customer Service SpecialistCompany Name | City, State
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.
  • Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
  • Conferred with customers about concerns with products or services to resolve problems and drive sales.
  • Educated customers how to use company systems, complete forms and obtain desired services.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
  • Answered and wrapped up an extensive number of incoming calls in busy, fast-paced call center.
  • Resolved customer complaints and addressed emergency requests and needs.
  • Addressed escalated customer service issues resolving them in a timely manner.
  • Documented and detailed calls and complaints using call center's CRM database.
  • Educated customers on current promotions, upgrades or new offerings available under current plan.
08/2015 to 06/2018Retail Sales RepresentativeCompany Name | City, State
  • Coordinated efficient restocking of sales floor with current merchandise and accurate signage for current promotions.
  • Offered each customer top-notch, personal service and polite support to boost sales and customer satisfaction.
  • Supported loss prevention goals by maintaining accurate drawers and monitoring shopper behavior.
  • Approached browsing customers to initiate conversations to determine buying preferences.
  • Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers.
  • Provided accurate information about promotions, customer programs and products, helping drive high customer retention.
  • Pursued resolutions to achieve complete customer satisfaction, including tracking down hard-to-find merchandise at diverse locations.
  • Generated brand awareness and positive product impressions to increase sales.
  • Used consultative sales approach to understand customer needs and recommend relevant offerings.
  • Assisted customers with locating and choosing merchandise in any store department.
  • Recommended merchandise to customers based on needs and preferences.
  • Met and exceeded upsell goals by highlighting target merchandise with strategic promotional approaches.
  • Approached each problem with fresh mind and analytical strategies to quickly resolve concerns.
  • Answered product questions with up-to-date knowledge of sales and store promotions.
  • Issued receipts and processed refunds, credits, or exchanges.
  • Answered questions about store policies and concerns to support positive customer experiences.
09/2010 to 08/2014Personal Shopper/Sales ConsultantCompany Name | City, State
  • Achieved sales goals and service targets by leveraging interpersonal communication skills and product knowledge to cultivate and secure new customer relationships.
  • Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
  • Trained new employees on customer service, money handling and organizing strategies.
  • Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases.
  • Used consultative sales approach to understand customer needs and recommend relevant offerings.
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
  • Completed efficient store resets to prepare store for special promotions and seasonal updates.
  • Identified new targets, developed new business opportunities and presented product lines to customers.
  • Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
  • Drove store revenue by offering customers accessories and related purchases to complete selections.
  • Monitored social media and online sources for industry trends.
05/2000 to 09/2010Client Service CoordinatorCompany Name | City, State
  • Conducted training and mentored team members to promote productivity, accuracy and commitment to excellence in customer service
  • Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
  • Partnered with operations team to achieve company revenue and profit goals.
  • Trained and supported sales force with closing deals.
  • Taught salespeople to close deals and improve sales performance to increase revenue for company.
  • Demonstrated product and answered questions for prospective customers.
  • Overcame objections and closed sales while following company policies and legal requirements.
  • Motivated sales team to exceed sales quotas through friendly competition and other incentive programs.
  • Developed strong and lasting rapport to improve customer service and retain valued clients.
  • Greeted customers and helped with product questions, selections, and purchases including in-store and e-service transactions.
  • Researched issues to obtain appropriate answers to customer inquiries.
  • Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products. Number one sales associate in the company worldwide.
  • Coached employees and trained on methods for handling various aspects of sales, complicated issues and difficult customers.
  • Effectively allocated tasks during high-traffic times to keep operations running smoothly and employees focused.
  • Trained new associates on cash register operations including opening, conducting customer transactions and balancing drawer.
  • Opened and closed store independently when needed and prepared nightly bank drop for manager.
  • Educated staff on strategies for handling difficult customers and challenging situations.
  • Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
  • Trained team members in successful strategies to meet operational and sales targets.
Education
Bachelor of Science | MARKETING COMMUNICATIONSFashion Institute of Technology, City, State

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Resume Overview

School Attended

  • Fashion Institute of Technology

Job Titles Held:

  • Customer Care Representative/Call Center Customer Service Specialist
  • Retail Sales Representative
  • Personal Shopper/Sales Consultant
  • Client Service Coordinator

Degrees

  • Bachelor of Science | MARKETING COMMUNICATIONS

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