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Customer Relations Specialist Resume Example

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JC
Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000, resumesample@example.com
Summary

Seasoned Customer Service Specialist with over 5 years of experience in resolving customer concerns and inquiries. Skilled at accurately documenting call details, preparing reports and arranging service. Well-versed in providing helpful answers and relevant information to retain clients. Forward-thinking professional with deep understanding of resolving customer problems with efficiency and civility. Proven history of increasing customer satisfaction.

Cheerful and upbeat professional with history of exceeding customer service expectations. Calm and composed in stressful situations and capable of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions.

Skills
  • Cross-functional collaboration
  • Call center experience
  • Report creation
  • Office equipment proficiency
  • High-energy attitude
  • Customer relations
  • Microsoft Office expertise
  • Inventory control
  • Inbound and outbound calling
  • Employee coaching
  • System implementation
  • Data evaluation
  • Customer service
  • Project management abilities
  • Credit card payment processing
  • Shipping and receiving understanding
  • Clerical support
Experience
06/2014 to Current Customer Relations Specialist Arrive Logistics | Austin, TX,

Capitalized on opportunities to enhance customer experiences and bring in repeat business.

  • Consult with customers to determine best methods to resolve service and billing issues.
  • Help customers open accounts, make deposits, update information and carry out range of routine actions.
  • Cross-trained on other department roles in order to provide skilled back-up for other representative.
  • Answers daily phone calls to resolve a wide range of customer issues efficiently.
  • Investigates technical issues using knowledge base and personal experience to complete timely resolutions.
  • Executes large amount of outbound calls each week to existing customers.
  • Address website inquiries per day, converting first time customers into renewal customers.
  • Manage needs of postal customers in busy environment alongside team of 25 customer relations professionals.
  • Update Oracle system with order specifics and customer details, preferences and billing information.
  • Maintain calm, friendly demeanor with upset customers to de-escalate stressful situations.
  • Provide excellent services for customers by following up on issues and providing solution.
  • Keep detailed records of some customer accounts, including actions taken, issues resolved and subscription information.
  • Cultivate impactful relationships with customers and drove business development by delivering product knowledge.
  • Deliver fast, friendly and knowledgeable service for routine questions and service complaints.
  • Work with managers and other representatives to develop service improvement initiatives.
  • Answer customer questions and addressed concerns.
  • Ask probing questions to determine service needs and accurately input information into electronic systems.
  • Escalate customer concerns and inventory requirements to supervisors.
  • Exceed team goals and collaborate with staff to implement customer service initiatives.
  • Answers inbound calls daily and direct to designated individuals or departments if needed.
  • Diminish financial discrepancies and managed payments and deposits using credit card transactions.
  • Maximize customer satisfaction by handling customer emails, online inquiries and telephone interactions each day.
  • Set up and activate customer accounts.
  • Process customer account changes.
  • Evaluate benefits for each caller to determine service needs and address concerns.
  • Create database and maintain reports for management.
  • Evaluate customer account information to assess current issues and determine potential solutions.
  • Serves needs to customers per shift, including collecting payments, tracking rewards and handling customer service issues.
  • Contact customers about system upgrades and account changes.
  • Strengthened operational efficiencies by developing organizational filing systems for confidential customer records and reports.
  • Mentored junior team members and managed employee relationships.
  • Provided advice and front-line expertise to internal committees in order to improve team, service and procedural standards.
  • Implemented Databases for different services provided resulting in upkeep of customer information.
  • Consults with customers regarding mailing needs, addressing any concerns.
  • Develope new customer prospects or referrals each day.
  • Assisted customer each day with product, service, or account questions.
  • Documented conversations with customers to track requests, problems and solutions.
  • Train all new incoming employees and/or managers for the Customer Relations department.
  • Cross-trained in order fulfillment, front desk operator, product/production management.
02/2014 to 05/2014 Clerk Us Oncology, Inc. | Bedford, TX,
  • Assisted in the process of yearly tax forms.
  • Ensured incoming documents were filed in correct location and order.
  • Assisted in the pickup of documents from other clerks and ensure documents were filed away in assigned location for processing.
  • Helped with the upkeep of money (cash, check, money order, or cashiers check) to ensure it is being sent to the correct location for processing.
06/2012 to 01/2013 Teleinterviewer Terminix International, Inc | Tracy, CA,
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Complete life insurance medical and financial interviews via telephone through outbound calls for multiple client companies.
05/2011 to 06/2012 Customer Service Representative Centrinex | City, STATE,
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Evaluated customer account information to assess current issues and determine potential solutions.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Educated customers on special pricing opportunities and company offerings.
  • Reviewed account and service histories to identify trends and issues.
  • Delivered high level of service and support to each customer, paving way for future business opportunities.
  • Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
  • Answered customer questions and addressed concerns.
  • Processed online and over the phone loan applications for new and repeat customers
Education and Training
Expected in 05/2005 High School Diploma | Don Bosco, Kansas City, MO GPA:
Expected in Bachelor of Science | Business Administration Grand Canyon University, Phoenix, AZ GPA:
Expected in 04/2023 Bachelor of Science | Business Administration: Human Resources Emphasis Independence University, Salt Lake City, UT GPA:

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Resume Strength

  • Personalization
  • Strong Summary
  • Target Job

Resume Overview

School Attended
  • Don Bosco
  • Grand Canyon University
  • Independence University
Job Titles Held:
  • Customer Relations Specialist
  • Clerk
  • Teleinterviewer
  • Customer Service Representative
Degrees
  • High School Diploma
  • Bachelor of Science
  • Bachelor of Science

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