Customer Care Representative resume example with 5+ years of experience
JessicaClaire
, , 100 Montgomery St. 10th Floor(555) 432-1000, resumesample@example.com
Summary
Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions. Practiced customer service professional with detailed expertise and deep passion for helping customers. Successful at processing high-volume calls in fast-paced environments while maintaining detailed records and satisfying customers with successful resolutions. Experienced in maintaining privacy of confidential and sensitive information.
Skills
Data Evaluation
Conflict Mediation
Upbeat and Positive Personality
Multitasking and Prioritization
Efficient and Detail-Oriented
Call Documentation
De-escalation Techniques
Calm and Professional Under Pressure
Customer Service
Verbal and Written Communication
Data Entry and Maintenance
Creative Problem Solving
Responding to Difficult Customers
Understanding Customer Needs
Data Entry
Building Customer Trust and Loyalty
CRM Software
Training and Development
Excellent Attention to Detail
Time Management
Customer Relations
Experience
01/2022 to 08/2022Customer Care RepresentativeEnvista | Atlanta, GA,
Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Promptly responded to customer inquiries and resolved complaints to promote loyalty.
De-escalated customer issues with proven conflict mediation and problem-solving abilities.
Documented customer correspondence in CRM to track requests, problems and solutions.
Researched resolutions, contacted necessary departments and responded to customer by phone, mail or fax as follow-up.
Kept customer and system account information accurate and current to support timely resolutions for concerns.
Audited customer account information to identify issues and develop solutions.
Documented customer inquiries and feedback and entered service delivery suggestions in company database.
Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.
Followed up on emailed or web-submitted customer inquiries within standard response times.
Built client rapport, accurately processing repair invoices and claims while troubleshooting financial discrepancies through completion.
Supervised and motivated customer service teams to maximize business performance.
Provided high level of quality control, eliminating downtime to maximize revenue.
Enhanced client retention by driving product benefits and features and preferred supplier information delivery around client needs.
Achieved high sales percentage with consultative, value-focused customer service approach.
Streamlined operational efficiencies by managing accounts and contracts and processing system orders and cancellations.
Coordinated logistics and verified equipment shipment pricing and availability.
Coordinated with various company teams to offer and implement successful solutions to customer problems.
Processed customer account changes with proprietary software.
Delivered customer support to high call load each shift.
Diminished process lags and trained new hires on customer service protocols and best practices.
Executed computer-generated monetary, costs, reimbursements and concessions data.
Surpassed quality target by working through scripted response plans and applying personal knowledge base to resolve concerns.
Saved costs, effectively negotiating contractor bids for optimal pricing.
Promoted product offerings to drive growth and exceed benchmarks.
Maintained high satisfaction score by consistently resolving first-call issues.
Exceeded company productivity standards on consistent basis.
Reconciled accounts, posted daily entries and conducted financial analysis.
Ranked in top level for customer satisfaction among team members.
Converted incoming calls into booked service appointments.
06/2018 to 01/2022Assistant ManagerHibbett Sports, Inc. | Columbia, SC,
Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership.
Delegated daily tasks to team members to optimize group productivity.
Directed and led employees, supervising activities to drive productivity and efficiency.
Collaborated with store manager to develop strategies for achieving sales and profit goals.
Enforced company policies and procedures to strengthen operational standards across departments.
Organized schedules, workflows and shift coverage to meet expected business demands.
Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
Completed inventory audits to identify losses and project demand.
Initiated inventory control measures to manage and replenish stock, maintain cost levels and meet customer demand.
Led employee performance evaluations and rewarded top performers to retain quality personnel.
Supervised receiving and stockroom activities to identify opportunities with inventory and prevent shrinkage.
Coached team members and delivered constructive feedback to promote better productivity and build confidence.
Assisted with developing and implementing marketing strategies to improve sales and profitability.
Assisted supervisor in evaluating employee performance and cultivating improvement initiatives.
07/2015 to 12/2016Sales AssociateHolland Residental | Vancouver, WA,
Collected payments and provided accurate change.
Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
Helped customers find specific products, answered questions and offered product advice.
Trained new team members in cash register operation, stock procedures and customer services.
Arranged new merchandise with signage and appealing displays to encourage customer sales and move overstock items.
Sold various products by explaining unique features and educating customers on proper application or usage.
Built and maintained relationships with peers and upper management to drive team success.
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