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Customer Care Representative Resume Example

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CUSTOMER CARE REPRESENTATIVE
Professional Summary

Experienced Customer Service Representative bringing 12+ years of applying exceptional customer service, conflict mediation and communication skills to address diverse needs in technical support and call center roles. Have also developed my skills in restaurants, warehouses and inventory control positions. Helped mitigate customer conflicts through calm, level-headed strategies. Responsive and resilient team player with adaptable and resourceful mindset. Am able to thrive in a fast pace, high stress environment and deal with difficult and rude customers always in a strictly professional manner. Have been taught to upsell and have hit my monthly sales goals at two of my previous jobs.

Skills
  • Sales Expertise
  • Troubleshooting
  • Remote technical Expertise and troubleshooting
  • Customer support Experience
  • Customer Complaint Resolution
  • Billing coordination
  • Custom order management
  • Account management
  • Multi-line phone talent
  • Customer Relationship Management
  • Computer Knowledge
  • Written And Verbal Communication
  • Inbound And Outbound Calling
  • Complaint Resolution
Work History
Customer Care Representative, 10/2020 to 03/2021
Company Name – City, State
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
  • Developed client rapport by promptly processing requests and resolving financial discrepancies.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and effective solutions.
  • Educated clients on account services and resolved client inquiries regarding statement information and account balances.
  • Achieved 95% satisfaction rating through consistent, proactive resolutions of customer issues on first call.
  • Assisted call-in customers with questions and orders.
  • Achieved long-term business objectives by analyzing customer feedback for process improvements.
Census Enumerator, 06/2020 to 10/2020
Company Name – City, State
  • Coded data from participant interviews.
  • Obtained updated contact information from all subjects and verified data for accuracy.
  • Conducted interviews with participants to assess eligibility.
  • Observed participants and recorded results.
  • Assisted with project planning and execution of research.
  • Managed quality assurance program, including on-site evaluations, internal audits, and customer surveys.
  • Delivered exceptional levels of service to each customer by listening to concerns and answering questions.
  • Completed over 15 cases per day over 3 months
  • Developed practical and comprehensive lines of questioning to encourage communication with subject of interview
  • Maintained confidentiality when addressing sensitive information with tact and diplomacy
CUSTOMER SERVICE/Medical Call Center Representative, 10/2016 to 08/2020
Company Name – City, State
  • Other skills and accomplishments.
  • Typing speed is 60.
  • Used consultative sales approach to understand customer needs and recommend relevant offerings.
  • Engaged in continuous learning and development opportunities to promote continued performance improvement.
  • Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Entered customer interaction details in Eagle software to track requests, document problems and record solutions offered.
  • Conferred with customers about concerns with products or services to resolve problems and drive sales.
  • Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
  • Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
Computer Support Specialist, 04/2014 to 09/2016
Company Name – City, State
  • Remotely Handled over 40 calls per day
  • Resolved computer and system networking problems to maintain user productivity.
  • Maintained documentation and resources regarding problem resolution for reference in future instances.
  • Monitored hardware, software and peripheral performance against organizational expectations.
  • Tracked issue resolution policies to maintain compliance with internal standards.
  • Researched and resolved uncommon flagged system performance issues to expedite patching.
  • Stayed up to date on software and hardware updates to optimize efficiency and productivity for management of clients.
  • Configured hardware, devices and software to set up work stations for employees.
  • Removed malware, ransomware and other threats from laptops and desktop systems.
  • Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
Education
BBA: SociologyArizona State University - City, State
  • Continuing education in Sociology
Associate of Arts: Customer Service Management, 06/2012
Macomb Community College - City, State
  • Graduated with 3.4 GPA
  • Dean's List Fall, 2009
  • Dean's List Winter, 2011
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Resume Overview

School Attended

  • Arizona State University
  • Macomb Community College

Job Titles Held:

  • Customer Care Representative
  • Census Enumerator
  • CUSTOMER SERVICE/Medical Call Center Representative
  • Computer Support Specialist

Degrees

  • BBA : Sociology
    Associate of Arts : Customer Service Management , 06/2012

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