LiveCareer-Resume

customer experience representative resume example with 7+ years of experience

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Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000, resumesample@example.com
Professional Summary

Diligent Customer Experience professional successful at satisfying all types of customers with creative and knowledgeable solutions. Lead team of customer service-focused professionals to improve customer ratings, reduce complaints and increase business. Great team player comfortable thriving in competitive, fast-paced environments. Polished in handling direct customer inquiries, implementing customer service policies and executing financial responsibilities. Also, I am a hardworking call center representative bringing 3 years of experience meeting customer needs via telecommuting roles. Skilled at listening to customers, meeting productivity targets and maintaining current knowledge of company offerings. Offering empathy, reliability and enthusiasm for satisfying customers.

Skills
  • Complaint resolution
  • Order fulfillment
  • Sales expertise
  • Credit card processing
  • Professional telephone demeanor
  • Good listening skills
  • Retail store support
  • Multi-line phone talent
  • Strategic sales knowledge
  • CRM
  • POS systems expert
  • Shipping procedures understanding
  • Account management
  • Recordkeeping strengths
  • Staff education and training
  • Creative problem solving
  • Training development aptitude
  • Service standard compliance
  • Receiving support
  • Money handling abilities
  • Technical Support
  • Administrative support
  • Retail materials management
Work History
04/2016 to 01/2021 Customer Experience Representative Fidelity Investments | Los Angeles, CA,
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Assisted customers with setting appointments, shipping and special order requests, and arranging merchandise pick-up at other locations.
  • Provided primary customer support to internal and external customers in fast-paced environment.
  • Recommended Warranties to customers, thoroughly explaining details.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Cultivated customer loyalty, promoted repeat customers and improved sales.
  • Entered customer interaction details in CRM system to track requests, document problems and record solutions offered.
  • Educated customers on promotions to enhance sales.
  • Regularly exceeded daily sales and product add-on quotas.
  • Answered constant flow of customer calls with up to 100 calls in queue per minute.
  • Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
02/2014 to 04/2016 Call Center Representative Ntt Data Corporation | Boston, MA,
  • Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.
  • Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
  • Assisted 50 customers daily by answering questions, responding to inquiries and handling telephone requests.
  • Leveraged sales expertise to promote PDS program and capitalize on upsell opportunities.
  • Educated customers on company systems, form completion, and access to services.
  • Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
  • Engaged in continuous learning and development opportunities to promote continued performance improvement.
  • Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
  • Answered average of 80 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
  • Entered customer interaction details in Salesforce to track requests, document problems and record solutions offered.
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.
07/2013 to 03/2014 Cashier Mennonite Home Communities | Lancaster, PA,
  • Restocked, arranged and organized merchandise in front lanes to drive product sales.
  • Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers.
  • Processed POS transactions, including checks, cash and credit purchases or refunds.
  • Assisted customers with special services, account updates and promotional options.
  • Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance.
  • Assisted customers by answering questions and fulfilling requests.
  • Met and exceeded upsell goals by highlighting target merchandise with strategic promotional approaches.
  • Requested official identification for Appliance purchases and verified details, consistently meeting strict legal standards of underage sales.
  • Used cash registers and POS systems to request and record customer orders and compute bills.
  • Checked bills with counterfeit pens and examined coins to spot and refuse foreign currency.
  • Counted cash in register drawer at beginning and end of shift.
  • Worked closely with Sales Manager to solve problems and handle customer concerns.
  • Answered questions about store policies and concerns to support positive customer experiences.
  • Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.
  • Mentored new team members on POS system operation, customer service strategies and sales goals.
  • Educated customers on promotions to enhance sales.
  • Operated cash register for cash, check and credit card transactions with 100% accuracy.
  • Checked prices for customers and processed items sold by scanning barcodes.
Education
Expected in 06/2013 to to High School Diploma | General Studies Woodbridge High School, Woodbridge, NJ GPA:
Expected in 05/2022 to to Bachelor Of Business Administration | Business Administration And Management Georgia State University, Atlanta, GA GPA:

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Resume Overview

School Attended

  • Woodbridge High School
  • Georgia State University

Job Titles Held:

  • Customer Experience Representative
  • Call Center Representative
  • Cashier

Degrees

  • High School Diploma
  • Bachelor Of Business Administration

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