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Customer Experience Representative Resume Example

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CUSTOMER EXPERIENCE REPRESENTATIVE
Summary

Driven and personable Customer Service Specialist with over 12 years of experience interacting with clients to ensure customer satisfaction. Dedicated and outside-the-box strategic thinker with expertise in customer relationship management, conflict resolution, time management, document control, and leadership. Dependable and courteous self-starter and team player that is always wanting to not only grow with the company, but also help the company grow.

Skills
  • Meticulous attention to detail
  • Superior computer skills
  • Project management
  • Deadline-oriented
  • Quality assurance controls
  • Call center experience
  • Skilled at multi-tasking
  • Ability to prioritize
  • Detail-oriented
  • Data entry
  • Invoicing and billing
  • Persuasive
  • Expertise in sales
  • Focused on customer satisfaction
  • Conflict resolution techniques
  • Quality assurance
  • Resourceful
  • Ability to type 40 WPM
  • Excellent communication skills
  • Strong problem solver
  • Microsoft Office expertise
  • Active listening
  • Employee coaching
  • Inbound and outbound calling
  • Direct sales
  • Customer relations
Experience
Company Name | City, StateCustomer Experience Representative03/2020 - Current
  • Mentored new hires on relationship building, benefit-oriented sales presentations, sales processes and protocol, product knowledge, customer needs analysis and overcoming objections.
  • Enhanced customer satisfaction ratings by managing all client inquires through resolution.
  • Delivered exceptional customer service to resolve issues and maximize customer experience.
  • Accepted and processed payments, explained charges on customer bills and resolved complex billing issues.
  • Supported customers with product implementation and usage and answered questions quickly and thoroughly.
  • Worked with dispatch and operations in maintaining consistent customer satisfaction with quality products and services.
  • Documented conversations with customers to track requests, problems and solutions.
  • Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Evaluated customer account information to assess current issues and determine potential solutions.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Improved service quality and increased sales by developing strong knowledge of company's products and services.
  • Mentored junior team members and managed employee relationships.
  • Consulted with customers to determine best methods to resolve service and billing issues.
  • Escalated customer concerns, issues and inventory requirements to leads and supervisors.
  • Informeded customers about billing procedures, processed payments and provided payment option setup assistance.
  • Assisted employees, through side by sides and the OJT chats to drive productivity, knowledge, assistance and efficiency.
  • Assisted employees with knowledge of company policies, answered coworkers' questions and mentored new personnel.
  • Developed open and professional relationships with team members, enabling more effective issue resolution.
  • Assessed, motivated and empowered team members to work to build customer satisfaction and loyalty, to support retention and growth.
  • Helped leads with escalation calls.
  • Assisted peers with accounts and questions about accounts to help our customers.
Company Name | City, StateCustomer Service Manager11/2017 - 02/2018
  • Provided high level of product and leadership support to representatives and clients.
  • Interviewed, hired and trained new quality-focused customer service representatives.
  • Supervised processing, accounting entries, daily receipts and payments in accordance with all company protocols.
  • Created order management system for sales and customer service personnel to improve client experience and sales efficiencies.
  • Developed open and professional relationships with team members, enabling better, more effective customer service.
  • Developed, implemented and monitored programs to maximize customer satisfaction and manage on-site customer service representatives.
  • Developed, implemented and monitored programs to maximize customer satisfaction.
  • Addressed negative customer feedback immediately.
  • Provided detailed monthly departmental reports and updates to senior management.
  • Maintained customer loyalty by providing fast, friendly and knowledgeable service for routine questions and complaints.
  • Exceeded specific team goals and resolved issues by partnering with staff members to share and implement customer service initiatives.
  • Escalated customer satisfaction ratings by offering valuable insights to customers needs and expectations.
  • Answered customer requests with friendly, knowledgeable service and support.
  • Aided senior leadership during executive decision-making processes and generated daily reports to recommend corrective actions and improvements.
Company Name | City, StateCustomer Service Manager and Office Manager04/2015 - 11/2017
  • Assessed departmental operations to determine areas for customer service improvement and support.
  • Oversaw addressing of customer requests for friendly, knowledgeable service and support.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Evaluated call center statistics to identify areas in need of improvement and devised proactive strategies to realign results with targets.
  • Interviewed, hired and trained new quality-focused customer service representatives.
  • Developed new sales scripts and strategies to expand profit opportunities.
  • Boosted traceability initiatives by managing client correspondence, tracking records and utilizing data communications.
  • Drove quality customer experiences by leading retention strategy development and conflict resolution to improve overall support delivery.
  • Created training manuals targeted at resolving simple and difficult customer issues.
  • Trained new hires on relationship building, benefit-oriented sales presentations, sales processes and protocol, product knowledge, customer needs analysis and overcoming objections.
  • Supervised and trained customer service team members to provide exceptional service, driving retention and satisfaction.
  • Created order management system for sales and customer service personnel to improve client experience and sales efficiencies.
  • Increased employee productivity by establishing and monitoring customer care performance indicators, service level metrics and goal achievement.
  • Exceeded team goals by implementing knowledge transfer processes to share best practices and improve sales initiatives.
  • Initiated development and implementation of customer service management training process.
  • Helped customers work within established systems to achieve desired results and maintain company loyalty.
  • Evaluated quality of representatives' phone calls and provided feedback to management.
  • Evaluated customer account information to assess current issues and determine potential solutions.
  • Developed and implemented policies, procedures and process improvement initiatives to improve retention rates and increase customer satisfaction.
  • Supported organizational change in processes from paper billing to electronic invoicing systems to boost efficiency.
  • Trained new employees on company policies, procedures, sales techniques, saves techniques and customer service standards.
  • Distributed company correspondence, including memos and updates to reinforce and apprise departments and divisions of corporate objectives and developments.
  • Increased office organization by developing filing system and customer database protocols.
  • Supported office needs including taking messages, scanning documents and routing business correspondence.
  • Developed long-term budgets covering office supplies and equipment maintenance to meet organizational demand.
  • Discussed performance-based objectives with department managers to determine contributory value of office programs.
  • Supervised office with 40 employees, consistently cultivating productive and positive work atmosphere.
  • Completed quarterly employee performance evaluations to identify deficiencies and recommend improvement strategies.
  • Recruited, trained and developed dynamic administrative team, supporting all corporate growth and productivity objectives.
  • Monitored office inventory to maintain adequate supply levels and order products.
  • Communicated with patients to resolve inquiries, schedule appointments and address billing questions.
  • Automated office operations to manage client correspondence, record tracking and data communications.
  • Managed inventory and purchase of supplies for office operations and database maintenance.
  • Maintained office supplies inventory by checking stock and ordering new supplies as needed.
  • Oversaw day-to-day office operations, including receiving and organizing correspondence, answering and forwarding calls and creating business letters and records.
  • Streamlined back office services for clients to promote proper functionality and positive user experience.
  • Elevated customer satisfaction ratings by resolving client and case issues efficiently.
  • Oversaw digital patient charting, including data entry and administrative duties regarding insurance, billing and accounts receivable.
  • Updated employee paperwork and records.
  • Organized and managed sales center hiring, training and employee scheduling to maximize productivity.
  • Developed open and professional relationships with team members, enabling better, more effective customer service.
  • Automated contact management system to maintain efficient client organization.
  • Completed payroll.
  • Answered customer phone calls, customer emails, and customer ticket requests.
  • Checking voicemails and delivering messages to employees for follow up calls.
  • Sending out and creating templates to send out to customers for electronic signatures.
Education and Training
State of Arizona | City, StateGED2008
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Resume Overview

School Attended

  • State of Arizona

Job Titles Held:

  • Customer Experience Representative
  • Customer Service Manager
  • Customer Service Manager and Office Manager

Degrees

  • GED

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