LiveCareer-Resume

customer service agent 1 resume example with 6+ years of experience

Jessica Claire
Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000 - Cell: - resumesample@example.com - : - -
Professional Summary

Proficient Customer Service Professional with superior work ethic and expertise in working from scripted responses to resolve customer problems. Driven and responsible with adaptable, solution-oriented nature. Excellent conflict mediator and efficient multitasker.

Skills
  • Tailored Customer Experiences
  • Skilled in Computer Technology
  • Sales Promoting
  • Customer satisfaction
  • Issue Resolution
  • Building healthy customer relationships
  • Consulting with customers
  • Complex problem solving
  • Internet Savvy
  • Debit
  • Developing technical solutions
  • Special events
  • Filing
  • Billing, Selling
  • Bookkeeping, Scanners
  • Pick
  • Printers
  • Coding
  • Documentation and reporting
  • Order fulfillment
  • CRM
  • Business development, Secretarial
  • Telephone
  • Cash registers
  • Excellent communication
  • Consulting
  • Contracts
  • Credit
  • Customer satisfaction
  • Order Processing
  • Delivery
  • Approach, Reconciling
  • Auditing, Record keeping
  • Balance, Sales
  • Medical Billing
  • Office Administration
  • Policies
  • Problem-solving
  • Quick
  • Empathetic and genuine
  • Staff education and training
  • Route dispatch
Work History
06/2020 to Current
Customer Service Agent 1 Diamond Resorts Corporation Koloa, HI,
  • Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.
  • Educated customers on how to use company systems, complete forms, and obtain desired services.
  • Demonstrated high attention to detail, organization, and ability to manage multiple tasks and projects simultaneously.
  • Maintained and encouraged customer loyalty through courteous and efficient resolution of disputes, complaints and discrepancies.
  • Responded proactively and positively to rapid change.
  • Resolved over 50 or more customer issues per shift by researching and exploring answers, implementing solutions and escalating unresolved problems to upper management.
  • Answered over 50 plus calls per 45 min to meet fast-paced call center demands.
  • Adapted to new applications and maintained knowledge of current technologies.
  • Educated clients on account services and resolved client inquiries regarding statement information and account balances.
  • Entered customer interaction details in CRM /Alfa to track requests, document problems and record solutions offered.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Exhibited high energy and professionalism when dealing with all levels of clients and staff.
  • Sought ways to improve processes and services provided.
  • Communicated professionally with colleagues, freelancers and clients.
  • Addressed escalated customer service issues sent from colleagues and other teams to save customer relationships.
  • Provided primary customer support to internal and external customers in fast-paced environment.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and effective solutions.
  • Conferred with management and vendors to discuss defective and unacceptable services and determine corrective action.
  • Managed confidentiality without exception through Private Policy Act.
04/2017 to 02/2018
Front Desk & Night Auditor Ameresco Baltimore, MD,
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Updated customer accounts with add-on room charges, including minibar use and room service bills.
  • Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
  • Swiftly responded to room requests and other inquiries made via establishment website, email or phone.
  • Promptly answered multi-line phone system and greeted callers enthusiastically.
  • Provided guests with above-and-beyond service, including making outside venue reservations and setting up tours.
  • Politely welcomed arriving guests, providing room keys and information on amenities and policies.
  • Confirmed relevant guest information and payment methods to prevent fraud.
  • Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
  • Protected guest valuables with main safe or in individual boxes to maximize security.
  • Performed basic bookkeeping activities, including check-ins and money transactions and used math and basic problem solving skills to implement updates to accounting system.
  • Retrieved mail, packages and documents on behalf of guests, promptly verifying receipt and arranging for pickup or transmittal.
  • Maintained financial accuracy by collecting deposits, fees and payments.
  • Arranged accommodations and travel plans for visitors and presented updated itineraries.
  • Used quick response and dynamic service skills to build relationships with patrons, improving customer retention rate.
  • Directed incoming calls to internal personnel and departments, routing to best-qualified department.
  • Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
  • Received packages and mail at front desk and dispersed to correct employees.
  • Calculated billings and posted charges to room accounts, reviewing all charges with guests at checkout.
  • Kept accounts in balance and ran daily reports to verify totals.
  • Maintained transaction security by verifying payment cards against identification.
  • Promoted local entertainment and sporting events and offered details to assist patrons.
06/2016 to 01/2017
Customer Service Professional Goodwill Industries Of Southeastern Michigan Lambertville, MI,
  • Sykes enterprises fayetteville, nc.
  • Reviewed customer data to assess current issues and determine potential solutions.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Collected customer feedback and recommended procedural or product changes to enhance future service delivery.
  • Reviewed account and service histories to identify trends and issues.
  • Greeted customers to facilitate services, determine service needs and accurately input orders into electronic systems.
  • Consulted with customers to determine best methods to resolve service and billing issues.
  • Cultivated impact relationships with customers by delivering product knowledge to drive business development.
  • Documented conversations with customers to track requests, problems and solutions.
  • Addressed customer service inquiries quickly and accurately.
  • Assisted customers with completing quick and efficient sales transactions.
  • Investigated technical issues using knowledge base and personal experience to complete timely resolutions.
  • Achieved high sales percentage with consultative, value-focused customer service approach.
  • Kept detailed records of customer accounts, including actions taken, issues resolved and mobile information.
  • Used cross-selling methods to encourage customers to purchase accessories and warranties.
  • Educated customers about policies, contracts and payment amounts.
07/2008 to 12/2012
Cashier Shop Rite City, STATE,

Maximized customer satisfaction by assisting customers complete purchases, locate items and sign up for rewards programs.

Learned roles of other departments to provide coverage and keep store operational.

Trained new team members in cash register operation, stock procedures and customer service.

Greeted incoming customers and provided personable and knowledgeable service.

Helped customer locate and select appropriate merchandise throughout store.

Notified security of suspected theft, including descriptions of individuals and items stolen to help control store losses.

Troubleshot and resolved issues with cash registers, card scanners and printers.

Processed efficient and accurate cash, check, debit, and credit card payments using Point-of-Sale system.

Properly verified customer identification for alcohol or tobacco purchases.

Kept check-out areas clean, organized, and well-stocked to maintain attractive store.

Issued receipts, discussed return policies, and directed customers to pick up locations for larger merchandise.

Worked closely with front-end staff to assist customers.

Stayed up to date on current item discounts to support promotions.

Maintained high productivity by efficiently processing cash, credit, debit and voucher program payments for customers.

  • Organized and maintained both physical and digital payment documentation for accurate filing and compliant record keeping.
  • Conferred with customers about concerns with products or services to resolve problems and drive sales.
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
  • Surpassed performance goals by approaching all interactions with resourcefulness, organization and customer-centric solutions.
  • Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
  • Regularly exceeded daily sales and product add-on quotas.
  • Cultivated customer loyalty, promoted repeat customers and improved sales.
  • Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
  • Responded to customer requests for products, services and company information.
Education
Expected in 01/2020 to to
Medical Billing & Coding ProfessionalCertification: Healthcare
Phoenix University - Phoenix, AZ,
GPA:
  • Graduated with 3.6 GPA
  • Member of NSLS( Then National Society of Leadership & Success)
Expected in 06/2010 to to
High school diploma:
Christiana High School - Newark, DE
GPA:
  • Coursework in college prep
Additional Information

Administration Assistant Training Classes -2014 Wilmington Delaware Department of Labor Job Training Program

Certifications
  • Salesforce
  • Medical Billing and Coding

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Resume Overview

School Attended

  • Phoenix University
  • Christiana High School

Job Titles Held:

  • Customer Service Agent 1
  • Front Desk & Night Auditor
  • Customer Service Professional
  • Cashier

Degrees

  • Medical Billing & Coding ProfessionalCertification
  • High school diploma

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