LiveCareer-Resume

customer service advocate resume example with 12+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • Home: (555) 432-1000
  • Cell:
  • resumesample@example.com
  • :
Professional Summary

Results-oriented customer service professional with over fifteen years of experience, three as Team Leader. Recognized for great leadership, interpersonal, multitasking, and problem solving skills in a high volume call center environment. Known for training, leading and motivating employees into top producing agents. Received numerous rewards for outstanding team player and providing excellent customer service.

Skills
  • Problem-Solving Abilities
  • Inbound and Outbound Calling
  • Good Listening Skills
  • Customer Complaint Resolution
  • Product Knowledge
  • Billing Inquiries
Work History
Customer Service Advocate, 06/2018 to Current
Cvs HealthFairfield, NJ,

Receive inbound customer calls while using a computer terminal, researching and resolving billing inquiries, explaining our products and services, troubleshooting service and equipment questions and identifying opportunities to sell additional wireless solutions to customers.

  • Utilize troubleshooting guides and Tier 1 troubleshooting on all calls that require device assistance
  • Identify and assess customer needs based on interaction
  • Take accountability for and resolve all customer issues, including following up when appropriate
  • Engage in “soft” solutions selling process to ensure customers are equipped with technology that meets their needs
  • Review customer account information while on calls to identify customer needs and match customer's need with the appropriate product and / or service (e.g., upgrades, adding a line)
  • Utilize tools and resources on every call to make appropriate solution recommendations to customers
  • Educate customers on the value-added benefits of products and services and explain how solutions can enhance the customer’s lifestyle and wireless experience
  • Assist team members with complex questions regarding customer account or system issue and help find resolution
  • Assisting supervisor with coaching and developing a team member into a top producing agent
Credit and Fraud Investigator, 08/2011 to 12/2017
RinnaiLakewood, WA,

Reviewed and establish credit lines for new business customers by analyzing key factors about the business to determine the level of investigation required (e.g., company data, credit score, SIC code, founded date, demographics, economic conditions, existing payment trends)

  • Reviewed and analyzed suspected fraudulent transaction.
  • Make and received internal and external customer calls as they pertain to credit risk and fraud.
  • Pull and analyze credit data from various sources to validate businesses and to determine if credit lines can be established or extended.
  • On accounts requiring more in depth investigation, contact customer for additional information.
  • Document key credit information for future reference and update credit/fraud databases.
  • Communicate with customers to provide an explanation of findings and, when possible, offer alternative payment methods and options to process pending orders.
  • Develop new ways to prevent fraudulent losses based on reactionary and proactive trends
  • Maintain daily goals of working 130 or more accounts, weekly Q &A of 100%, and average of 50 to 70 incoming and outbound calls daily.
Customer Care Team Leader , 05/2007 to 06/2010
NCRCity, STATE,

Supervised up to twenty employee team of customer service agents, answered teams and customer inquiries, handled escalations and trained agents while maintaining the workload of a team leader.

  • Responsible for managing the Global Call Management Team functioning out of two locations, Columbia, SC and Peachtree City, GA
  • Run daily, weekly, and monthly customer reports
  • Ensured daily ASA (Average Speed Answered) goal of 45 seconds was met by monitoring the status of each agent to ensure they were available to take calls at all times.
  • Maintained score of 95 on all five scorecard metrics by performing weekly audit of team.
  • Ensured daily ASA (Average Speed Answered) goal of 45 seconds was met by monitoring the status of each agent to ensure they were available to take calls at all times.
  • Maintained score of 95 on all five scorecard metrics by performing weekly audit of team.
  • Placed agents on a development plan if score was 94% or lower and coached agents by conducting-one on one monitoring and training session until score were improved.
  • Reviewed and made correction to the schedule to ensure the shift was fully staffed and all agents were optimally positioned to ensure the daily ASA goal was met
  • Attained 90.95% customer satisfaction through professional, highly motivated and enthusiastic team members.
  • Conducted verbal counseling sessions with agents providing a clear understanding of the mistaken that was made and documented into agent's counseling folder.
Education
Bachelor Of Social Work : Social Work, Expected in 05/2000 to Benedict College - Columbia, SC
GPA:

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Resume Overview

School Attended

  • Benedict College

Job Titles Held:

  • Customer Service Advocate
  • Credit and Fraud Investigator
  • Customer Care Team Leader

Degrees

  • Bachelor Of Social Work

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