Customer Service Advocate resume example with 9+ years of experience
Jessica
Claire
resumesample@example.com
(555) 432-1000,
Montgomery Street, San Francisco, CA94105
:
Professional Summary
Experienced Supervisor leading team members on-time job completion. Assign tasks, train employees, provide feedback, mediate interpersonal conflicts and implement company procedures. Excellent communication and listening skills. Provide leadership and vision which drives teams to meet goals. Dedicated Supervisor with track record of success ensuring productivity within demanding service environment. Effective team leader effective at meeting deadlines and ensuring highest standards of organization. Implements methodical and thorough approach to leadership.
Skills
Report preparation
Credit card processing
Order fulfillment
International sales support
Professional telephone demeanor
MS Office proficiency
Administrative support
Multi-line phone talent
Technical support
Good listening skills
Quick learner
Account management
Computer proficient
Complaint resolution
Staff education and training
Creative problem solving
Education
Frank H. Morrell New Jersey, Expected in 06/1998 ā āHigh School Diploma: - GPA:
John Hopkins Bloomberg School of Public HealthOnline, Expected in ā ā:Intro To The U.S. Food System - GPA:
Work History
Bmw Group - Customer Service Advocate Hilliard, OH, 04/2019 - Current
Researched and resolved account and service problems with friendly, knowledgeable support
Contacted outside providers on behalf of customers to help solve problems
Gathered and interpreted stakeholder feedback to shape design solutions to meet business and consumer needs
Accessed multiple databases to investigate customer questions and concerns
Assisted customers by listening closely, finding solutions to problems and making recommendations based on extensive product knowledge
Contributed to company achieving and holding industry-leading customer service ratings
Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations
Entered customer interaction details in Iris and Navigator to track requests, document problems and record solutions offered
Delray Beach, Florida - Customer Service Assistant Delray Beach, FL, 12/2015 - 12/2016
Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service
Submitted completed orders quickly to maximize delivery efficiency
Conferred with customers about concerns with products or services to resolve problems and drive sales
Maintained accurate and current customer account data with manual forms processing and digital information updates
Calculated expected costs, obtained payment and provided customers with documentation to maintain accounting accuracy
Located and evaluated pest damage to buildings and grounds to determine extent and optimal corrective actions
Checked prices and calculated totals for accurate invoice processing
Promoted increased sales through outgoing calls demonstrating excellent product knowledge
Acted as first point of contact and set appointments for prospective clients
Answered telephone calls to field inquiries from clients, vendors and various other callers seeking information
Performed accounts receivable duties, including invoicing, researching charge backs, discrepancies and reconciliations
Trained, coached and motivated staff to maintain high performance levels
Coordinated supplies, set schedules and delegated assignments to keep team on target and achieve productivity goals
Developed highly-efficient administrative team through ongoing coaching and professional development opportunities
Department Of Homeland Security - Lead Transportation Security Officer Ferndale, WA, 04/2004 - 01/2011
Identified potential airport, rail and mass transit security concerns and completed more indepth checks as part of investigation
Discretely observed behavior and demeanor of travelers and staff to screen for suspicious actions
Operated scanning equipment to view internal structures of luggage, purses and other bags to check for prohibited items
Operated X-ray screening machines and tools to screen people, containers and personal belongings for potential hazards and weapons
Engaged in casual conversations with individuals to assess and analyze behaviors
Operated x-ray machines, hand wands and advanced imaging technology to conduct screening of passengers and baggage
Used explosive detection machines and chemical swab systems to identify potential hazards
Collaborated with area law enforcement and federal investigators to support safe fugitive apprehensions and coordinate investigations
Trained repeatedly on active shooter response strategies to prepare for potential security breaches
Reviewed both security camera footage and live feeds to spot trespassers and criminal activity
Directed passengers navigating screening process, providing additional support to individuals exhibiting difficulties
Controlled situations resulting from security breaches by engaging and containing suspects until police or other security personnel arrived
Performed deep searches and pat-downs to look for unauthorized materials and items such as weapons
Identified and challenged potentially unauthorized individuals for screening and detention in order to prevent access to restricted areas
Prevented attempted fraud by validating passengers' tickets and assessing photo identification to confirm identity
Authenticated boarding passes, identification and passports to prevent fraudulent travel
Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness
Developed and implemented effective lesson plans to cover necessary material
Charged with staffing, performance management and reviews, coaching, mentoring, salary development and budget allocations
Delegated tasks to others on grooming team
Utilized standard operating procedures, effective crew resource management, communication and procedures specified in company operation manual
Evaluated employees' strengths and assigned tasks based upon experience and training
Developed training, task and process guidelines and communicated clear and concise directions to employees
Evaluated employee performance monthly and coached and trained accordingly, increasing quality of work and employee retention
Measured effectiveness of customer success by defining operational metrics, tracking systems and reporting to executive team
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