Customer Experience Agent Resume Example
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CUSTOMER EXPERIENCE AGENT
Summary
Versatile Customer Experience Advocate with a demonstrated history of working in the information technology and services industry. Skilled in product knowledge, conflict resolution,
Strong sales professional with a Bachelor of Science in focused in Business Administration from San Francisco State University
Personable and dedicated Customer Service Representative with extensive experience in [Type] industry. Solid team player with upbeat, positive attitude and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Skills
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Experience
12/2018 to Current
Customer Experience AgentHuntington Bancshares Inc － Elmhurst , IL
- Answered [Number] daily phone calls to resolve [Type] customer issues efficiently.
- Created and implemented process improvements to reduce workloads and bolster callback efficiency.
- Provided top quality control and eliminated downtime to maximize revenue.
- Achieved high sales percentage with consultative, value-focused customer service approach.
- Evaluated customer account information to assess current issues and determine potential solutions.
- Completed diverse tasks on daily basis to serve customer needs, including processing and issuing money orders, managing returns and exchanges, and logging daily shipments.
- Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
- Strengthened operational efficiencies by developing organizational filing systems for confidential customer records and reports.
- Capitalized on opportunities to enhance customer experiences and bring in repeat business.
- Investigated technical issues using knowledge base and personal experience to complete timely resolutions.
- Exceeded team goals and collaborated with staff to implement customer service initiatives.
- Cross-trained on [Type] and [Type] roles in order to provide skilled back-up for customer-facing teams.
02/2014 to Current
Inside Sales RepresentativeFortinet Inc － Phoenix , AZ
- Cross-trained to understand both California and Texas state laws relating to driver's education, traffic school, and in-car training for teen, adult, and senior students.
- Utilized 3C Logic, Five9, Zendesk, and CRM tool for inbound/outbound calls and scheduling.
- Maintained detailed and accurate account records and contact logs using CourseManager.
- Met or exceeded monthly revenue, hours scheduled, and productivity goals by 120%.
- Increased call speed, accuracy, and volume benchmarks on a consistent basis.
- Implemented consultative sales techniques to generate revenues and exceed sales targets.
- Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
- Collaborated with customers after sales to identify and resolve service, account or technical product issues.
- Maintained revenue streams by exhausting every option before offering refunds.
- Demonstrated exceptional consultative selling skills throughout the sales cycle, from initial rapport to needs assessment to solution delivery.
- Trained new employees on inbound/outbound calls, scheduling, account management, consultative selling techniques, company policies and procedures, and state laws.
- Encouraged customers to become self-sufficient with web-based and mobile support tools.
- Achieved high sales percentage with consultative, value-focused customer service approach.
- Investigated technical issues using knowledge base and personal experience to complete timely resolutions.
- Met or exceeded revenue objectives by promoting [Product or Service]s to customers during service, account and sales follow-up calls.
- Documented conversations with customers to track requests, problems and solutions.
- Documented customer notes with [Type] CRM software to keep records accurate and current.
01/2014 to 01/2016
VolunteerInterim Healthcare － Chatsworth , CA
- Supervised a team of 15-20 individuals and delegated tasks to promote Annual Food Drive.
- Collected over 450 pounds of food from different companies within office building.
- Sorted, labeled, and packed donated food to be distributed to low-income families.
- Collaborated with others to discuss new fundraising opportunities.
- Sorted and distributed food to disadvantaged families, including canned goods and fresh produce.
Education and Training
2019
Bachelor's Degree: Business AdministrationSAN FRANCISCO STATE UNIVERSITY － City, State
2017
General StudiesDE ANZA COMMUNITY COLLEGE － City, State
Languages
Bosnian (Native or bilingual proficiency), Serbo-Croatian (conversational/written proficiency)
Additional Information
- ACHIEVEMENTS · , College of Business Dean's List 2017, San Francisco State University · "Call of the Week" recognized as "perfect call" by management and included in training guide for new hires, eDriving, LLC
- Experienced Customer Service and Inside Sales Representative with a demonstrated history of working in the information technology and services industry. Skilled in customer acquisition, conflict resolution, sales prospecting, product knowledge, and solution selling. Strong sales professional with a Bachelor of Science focused in Business Administration from San Francisco State University.
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Resume Overview
School Attended
- SAN FRANCISCO STATE UNIVERSITY
- DE ANZA COMMUNITY COLLEGE
Job Titles Held:
- Customer Experience Agent
- Inside Sales Representative
- Volunteer
Degrees
- Bachelor's Degree : Business Administration
General Studies
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