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customer care specialist resume example with 4+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • H: (555) 432-1000
  • C:
  • resumesample@example.com
  • Date of Birth:
  • India:
  • :
  • single:
  • :
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.

Skills
  • Efficient and Detail-Oriented
  • Creative Problem Solving
  • Multitasking and Prioritization
  • Understanding Customer Needs
  • Verbal and Written Communication
  • Building Customer Trust and Loyalty
  • Data Entry and Maintenance
  • De-escalation Techniques
  • Call Documentation
  • Customer Account Management
  • Customer Data Confidentiality
  • Customer Retention Strategies
  • Calm and Professional Under Pressure
  • CRM Software
  • Issue and Complaint Resolution
  • Payment Processing
  • Quality Assurance
  • Document and Records Management
  • Computer Skills
  • Microsoft Office
  • Call Volume and Quality Metrics
Experience
Customer Care Specialist, 07/2022 - Current
Amerisourcebergen Corporation - Corporate Kearny, NJ,
  • De-escalated customer issues with proven conflict mediation and problem-solving abilities.
  • Promptly responded to customer inquiries and resolved complaints to promote loyalty.
  • Kept customer and system account information accurate and current to support timely resolutions for concerns.
  • Streamlined operational efficiencies by managing accounts and contracts and processing system orders and cancellations.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Surpassed quality target by working through scripted response plans and applying personal knowledge base to resolve concerns.
  • Documented customer correspondence in CRM to track requests, problems and solutions.
  • Resolved billing and service issues for Chewy customers.
  • Maintained high satisfaction rating with customers by providing exceptional service and support.
SALES TEAM/ DIGITAL/ CASE WORK, 12/2020 - 04/2022
Wipro Ltd. Philadelphia, PA,
  • Approve official documents for sales
  • Facilitate payoffs with banks
  • Remained consistent by setting team goals, recognizing performance and rewarding hard work.
  • Maintained understanding of company computer software, products and services.
  • Answered questions from customers that came in through the company's online chat feature.
  • Volunteered to help with email-based and phone support to customers at times when the department was swamped with calls and messages.
  • Gave detailed information regarding operation of standard and optional vehicle features.
  • Adhered to standards of quality and service and industry regulations.
  • Delivered reports to enhance sales information and management.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Mentored new employees on procedures and policies to maximize team performance.
QUALITY ASSURANCE, 05/2020 - 12/2020
Knowbe4 Cleveland, OH,
  • Established procedures and quality standards.
  • Consulted with management and personnel to educate on QA standards.
  • Monitored QA procedures for adherence by employees, notifying personnel of non-compliance issues.
  • Fostered culture of analytical thinking and precision to diagnose quality issues.
  • Inspected, removed and replaced malfunctioning equipment and tools to minimize workflow disruptions.
  • Analyzed quality assurance data to identify trends and develop and implement corrective action plans.
  • Extracted and organized metrics to monitor results for internal quality reports.
  • Used quality monitoring data management systems to compile and track performance at team and individual levels.
TECH SUPPORT, 07/2018 - 07/2020
TANGOE City, STATE,
  • Collaborated with support team to assist client stakeholders with emergent technical issues and develop effective solutions.
  • Documented repair processes and helped streamline procedures for future technical support actions.
  • Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
  • Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
  • Updated software versions with patches and new installations to close security loopholes and protect users.
  • Explained technology-related details in easy-to-understand terms to individuals from different backgrounds and in various job positions.
  • Provided real-time support to everyday users of APPLE and ANDROID devices.
  • Answered use and repair questions via in-person, email and telephone requests.
  • Generated reports and updated files and documentation.
  • Conducted routine maintenance on servers and systems, keeping networks fully operational during peak periods.
  • Organized bench supplies and performed inventory counts.
Education and Training
: Public Relations, Expected in 11/2012
-
Western Kentucky University - ,
GPA:
Status - GPA: 2.9
GENERAL H.S. DIPLOMA: Performing Arts, Expected in 05/2008
-
Pike High School - ,
GPA:
Status - GPA: 3.1
Accomplishments
  • Team Lead after 1st year at Lowes CSC -Team Lead for Lowes Employee Engagement Committee -Account Lead position after 3 months of working for Tangoe 2 -Promoted to Advocate 2 for Carvana -Trained and certified in 4 different departments for Carvana within a year
  • 3

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Resume Overview

School Attended

  • Western Kentucky University
  • Pike High School

Job Titles Held:

  • Customer Care Specialist
  • SALES TEAM/ DIGITAL/ CASE WORK
  • QUALITY ASSURANCE
  • TECH SUPPORT

Degrees

  • GENERAL H.S. DIPLOMA

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