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customer resolution specialist resume example with 20+ years of experience

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

Experienced Customer Resolution Specialist in search for a Leadership role that can take advantage of my abilities to provide direction and inspiration, as well as enforce standards necessary in completing quality projects. A graduate of the 2019 Leadership Development Program Class VIII and winner of 2018 METRO Customer Service Challenge with 7+ years in Leadership, an exemplary background in providing excellent customer service and 15 years of experience in solving complex problems in compliance with all applicable rules and safety procedures.

Skills
  • Emotional Intelligence
  • Problem-solving abilities
  • Report generation
  • Project management abilities
  • Excel
  • Proficient in Share Point
  • Microsoft Office expertise
  • Quality assurance controls
  • Conflict mediation
  • Leadership skills
  • Data Analysis
  • Senior leadership support
  • Call Center Operations
Experience
12/2011 to Current Customer Resolution Specialist Acv Auctions | Goshen, IN,
  • Provides excellent customer service to METRO internal and external customers and de-escalated issues with proven conflict mediation and problem-solving abilities.
  • Conduct analysis of public comment data for complainants as a back-up in the absence of supervisor/management.
  • Assist in training new hires on customer service protocols and best practices.
  • Collaborate with team providing suggestions and ideas on process improvements.
  • Receive, document, and investigate public comments/complaints, via phone, mail, email, walk-in and social media.
  • Code and route to appropriate responders for rebuttal in Microsoft CRM (Customer Resource Management System).
  • Research resolutions, contact necessary departments and respond back to customers presenting empathy via phone, mail or email as follow up.
  • Consistently provide first call resolution services, deliver fast, friendly and knowledgeable service for routine questions and service complaints.
  • Analyze data in systems such as SAP, IVOMS CAD/AVL, Mobile statistics, Google Maps, Supervisor Guide, Trapeze and Key Map, to evaluate data, reach sound conclusions, take necessary actions or make appropriate recommendations.
  • Provide high level of quality control, eliminating downtime to maximize revenue.
  • Correspond with operations department team members to build and implement successful solutions to customer problems.
10/2004 to 12/2011 METRO Customer Care Representative Ascension Health | Centerville, TN,
  • Processed inbound/outbound -First call resolution service for internal and external customer by phone or face to face including receptionist in The Welcome Center.
  • Publicize bus route changes and/or schedules using extensive knowledge in METRO products and services.
  • Audit public comments, record comment errors, route comments to facility supervisors.
  • Effectively identify and satisfy the needs/expectations of customers both internal and external, while providing service consistent with Metro’s goals and objectives.
  • Public Comment audit accuracy for customer satisfaction and to meet CIC service levels.
  • Assist with employee development, interview selection, and preparation for New Hires.
  • Liaison between Superintendents, Operators and customers.
07/1996 to 10/2005 Pharmacy Technician Supervisor Walgreens | City, STATE,
  • Supervised the staff in setting and meeting goals and objectives in the areas of patient care to meet or exceed reasonable needs of internal and external customers of the Department of Pharmacy.
  • Led and motivated employees through supervision, training and coaching on duties and daily operational activities.
  • Established and updated patient profiles, including lists of medications and insurance details.
  • Received and verified daily incoming drug inventories, reported discrepancies and logged items into inventory system.
  • Verified and filled over 200 prescriptions per day in busy fast-pace pharmacy setting.
  • Oversaw work activities, performance and service quality of pharmacy staff.
  • Collaborated with multi-disciplinary staff to improve overall patient care and response times.
Education and Training
Expected in to to Certificate of Completion | Leadership Development Organization Development, Houston, TX, GPA:
Expected in to to Certificate of Completion | Medical Health Technician National Institute of Technology, Houston, TX, GPA:
Expected in to to Pharmacy Technician Diploma | Pharmacology E.E.S. Allied Health Careers, Houston, TX, GPA:
  • Ranked in Top 10% of class
Expected in to to Certificate of Completion | Excel Part I And II Organization Development, Houston, TX, GPA:
Accomplishments
  • Graduate of the METRO Leadership Development Program Class VIII.
  • 1ST Place winner of the 2018 METRO Customer Service Challenge.
  • Awarded in the 2019 National APTA Customer Service Challenge, New Orleans, Louisiana.
  • Recognized as an Executive Club Member for quarterly outstanding performance, perfect attendance and team contributions.
  • Recognized as "Most Likely to become Supervisor by peers.
  • Completed 2012 Customer Care Center Leadership Training
  • Consistently maintained high customer satisfaction ratings.
  • Developed relationships with Superintendents to achieve reductions of complaints by gaining knowledge of policy and procedure to increase the number of first call resolutions.

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Resume Overview

School Attended

  • Organization Development
  • National Institute of Technology
  • E.E.S. Allied Health Careers
  • Organization Development

Job Titles Held:

  • Customer Resolution Specialist
  • METRO Customer Care Representative
  • Pharmacy Technician Supervisor

Degrees

  • Certificate of Completion
  • Certificate of Completion
  • Pharmacy Technician Diploma
  • Certificate of Completion

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