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Customer Service Agent Resume Example

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CUSTOMER SERVICE AGENT
Summary

Diplomatic Customer Service professional versed in applying strong communication, problem-solving skills and polite, professional demeanor to resolve customer issues and maximize satisfaction. Experienced in exceeding performance goals in fast-paced call center environments. Trained in connecting with customers to build positive relationships and strengthen loyalty. Hardworking and knowledgeable Customer Service Agent well-versed in using scripts and personal expertise to address diverse customer concerns. Self-motivated and independent in sourcing and implementing solutions. Good conflict mediation and multitasking abilities. Effective Five years of experience assisting customers using active listening and customer needs assessment to offer targeted solutions. Consistently friendly and professional when handling diverse customer needs in high-volume call center environments. Smoothly manage workflow and optimize team strengths to meet service quotas. Diligent 5-year record in customer support and strong aptitude for working with little supervision in remote environments. Competent in listening to customer needs, meeting quality standards and staying current on product and service updates. Highly empathetic and supportive team player. Personable Customer Service Associate dedicated to providing highest level of customer service. Outgoing, and efficient with capacity to multi-task. Communicative professional accomplished in performing technical and non-technical services in customer support. Track record of assisting, researching and resolving all kinds of customer issues. Effective working within team environment with minimal or no supervision. Seasoned customer service professional competent in organizing deliveries and resolving customer concerns. Detail-oriented, responsive and adaptable to changing conditions. Technologically-savvy Customer Service with proven customer service, time management and multitasking abilities. Attentive to customer needs and able to break down technical problems to develop effective solutions. Outgoing with 5 years of experience in customer service. Skilled at closing sales, answering questions quickly and handling all issues professionally.

Skills
  • Customer Complaint Resolution
  • Account Management
  • Billing Inquiries
  • CRM Software
  • Inbound and outbound calling
  • Customer relations
  • Conflict mediation
  • Credit card payment processing
Experience
StatesideBPO LLCFort Meyers, FLCustomer Service Agent06/2015 to Current
  • Responded to customer requests for unavailable products and suggested other suitable options.
  • Managed high-volume of inbound and outbound customer calls.
  • Educated clients on how to navigate company systems and work within established frameworks to obtain desired services.
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
  • Boosted productivity by maintaining strong call control and quickly working through scripts to address diverse problems.
  • Returned all routine and general customer calls in good time.
  • Processed customer account changes.
  • Reviewed files, records and other obtained documents to respond to customer requests.
  • Shared detailed information regarding Product options to help customers make decisions.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Documented conversations with customers to track requests, problems and solutions.
  • Investigated and solved routine, complex and long-standing customer issues each day.
  • Took inbound calls per day attentively listening to customers' questions and concerns.
  • Resolved common and complex issues by determining need of customer and immediately offering favorable solutions, increasing customer satisfaction.
  • Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
  • Updated system with order specifics and customer details, preferences and billing information.
  • Resolved common and complex issues by determining need of customer and immediately offering favorable solutions.
NMCAAKirksville, MOOffice Manager09/1999 to 04/2001
  • Maintained impeccable office organization to support efficiency, professionalism and performance objectives.
  • Recruited, trained and developed dynamic administrative team, supporting all corporate growth and productivity objectives.
  • Oversaw all day-to-day office operations, such as receiving and organizing correspondence, answering and forwarding calls and creating business letters and records.
  • Generated financial reports for management review.
  • Automated office operations, managing client correspondence, record tracking and data communications in database and case management software.
  • Interviewed, onboarded, developed and oversaw daily activities of 2 clerical and administrative office personnel.
  • Managed office inventory by maintaining documentation of stock.
  • Organized patient files and streamlined operations to improve efficiency.
  • Handled supply purchases and inventory management for office operations and equipment maintenance.
  • Strengthened community outreach by coordinating volunteer supervision processes.
  • Oversaw aspects of data management for CRM programs and proprietary database to include updates and backup, report generation and troubleshooting or repair service requisition.
  • Managed office inventory and placed new supply orders.
  • Conferred with business leaders to evaluate needs and strategize operational improvements to boost productivity.
  • Enhanced customer satisfaction ratings by resolving account issues efficiently.
  • Liaised with customers, addressed inquiries, handled meeting requests and answer billing questions to provide outstanding customer care.
  • Managed daily operations within office by supporting continuous delivery of excellent services and care.
  • Cultivated community relations and worked with teams to optimize programs.
  • Coordinated office activities and operations to secure efficiency and compliance with company policies.
  • Supported office needs including taking messages, scanning documents and routing business correspondence.
  • Increased office organization by developing more efficient filing system and customer database protocols.
  • Oversaw office inventory and timely reordering of supplies.
  • Communicated with patients to resolve inquiries, schedule appointments and address billing questions.
  • Improved productivity initiatives, managing accounts, coordinating itinerary and scheduling client/leadership appointments.
  • Trained and mentored administrative staff members in company policies, daily task execution and industry best practices.
  • Automated office operations to manage client correspondence, record tracking and data communications.
  • Handled all scheduling and managed timely and effective allocation of resources and calendars.
Hollister IncorporatedKirksville, MOLocal Area Network Administrator08/1997 to 09/1999
  • Researched, recommended, configured and supported hardware and software for multiple departments.
  • Integrated and coordinated new security procedures and measures to protect network.
  • Streamlined network operations, resulting in improved delivery times and higher level of customer service across location with more than 454 onsite users.
  • Integrated and coordinated new security procedures and measures to protect network.
  • Determined and alleviated hardware, software and network issues.
  • Handled network configurations after hours and on weekends to alleviate downtime and maintain smooth operations.
  • Installed and supported hardware and software, including desktops, servers and printers.
  • Monitored system upgrades, which included patches, service packs, hot fixes and new configurations.
  • Integrated cutting-edge infrastructure tools to migrate network operations to virtual server computing environment.
  • Participated in on-call shifts at certain times, including holidays and weekends in case of system or network-related emergencies.
  • Recorded and resolved issues, escalating those that required support to all users.
  • Worked closely with end users to solve problems related to hardware and software.
  • Backed up data on regular basis and consistently updated disaster recovery procedures to prepare for security incidents.
  • Supervised configuration of local area network, wide area network and corporate Internet system, maintaining network efficiency during upgrades.
  • Updated internal and outside vendor software whenever new releases became available.
  • Resolved network issues through troubleshooting methods to ensure smooth system operations.
  • Meticulously reported details regarding resolution of issues into database for use by other staff members.
  • Backed up all data each evening, alleviating lost information following malware incident.
  • Determined issues that were causing performance problems and implemented troubleshooting methods to prevent system failure.
  • Delivered high level of support and maintenance to all network systems, including hardware, software and applications to maximize efficiency and reduce bottlenecks.
  • Deployed software patches to alleviate vulnerabilities.
  • Oversaw windows domain move and proactively addressed obstacles.
  • Maintained constant and timely service for servers.
  • Uploaded, configured and managed antivirus detection software and email applications.
  • Handled all maintenance tasks to promote improved network availability.
  • Maintained strong working relationships with vendors and outside IT consultants.
  • Developed and communicated Web site usage, security policies and standards to all users.
Donald NelsonArbela, MOFamily Farm Worker01/1976 to Current
  • Repaired buildings, fences and other pertinent structures to keep animals properly contained.
  • Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
  • Earned reputation for good attendance and hard work.
  • Handled all delegated tasks.
  • Cultivated soil on designated areas of land to refine and prepare for planting.
  • Cared for livestock by feeding and watering all animals daily.
  • Cultivated and supported wide variety of crops.
  • Operated trucks, tractors and other large farm equipment to distribute feed to animals, move supplies and transport stock.
  • Herded livestock to transport vehicles, fields and barns using specialized techniques for safety of animals.
  • Fed, watered and monitored animals to keep all stock in peak health and optimal reproductive status.
  • Maintained stock health with proactive grooming, clipping, trimming, parasite control, castration and shearing.
  • Used all-terrain vehicles to patrol expansive land holding, pastures, and grazing areas to monitor animal activities.
Education and Training
Associate of Applied Science:Computer And Information Systems Security05/1997Indian Hills Community College, Ottumwa, IA
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Resume Overview

Companies Worked For:

  • StatesideBPO LLC
  • NMCAA
  • Hollister Incorporated
  • Donald Nelson

School Attended

  • Indian Hills Community College

Job Titles Held:

  • Customer Service Agent
  • Office Manager
  • Local Area Network Administrator
  • Family Farm Worker

Degrees

  • Associate of Applied Science : Computer And Information Systems Security 05/1997

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