Customer Service Agent And Manager Resume Example

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Jessica Claire
Montgomery Street, San Francisco, CA 94105
Home: (555) 432-1000 - Cell: - - -
Professional Summary

Seven years of chat advocate experience on the Norwegian Cruise Line website - Personally handled 50,180 chats and almost $50,000 in sales, while maintaining over a 9.4/10 customer satisfaction rating. Five years of customer service experience in telecommunications. All of this, coupled with a B.S. in Communications/Marketing, make me the perfect results-oriented candidate for the Web Chat Consultant position.

  • Strong communication and written skills.
  • Strong working knowledge of Norwegian Cruise Line, promotions, ships, pricing - can hit the ground running!
  • Completed NCLU Training, am a very fast learner and can adapt quickly.
  • Understand customer issues and concerns, and can address quickly and thoroughly with a positive outcome, utilizing past customer service experience.
  • Emphasis is on customer service satisfaction and increasing sales!
Work History
10/1996 to 04/1998
Customer Service Agent and Manager Fedex Cross Border Mount Juliet, TN,
  • Started as a receptionist while attending travel school at night. Was selected to attend the training program in the customer service department.
  • Was promoted from a customer care agent, to retention specialist and then appointed call center manager, training new agents on floor.
04/1998 to 03/2000
Customer Service Project Manager Bluecross Blueshield Of South Carolina San Francisco, CA,
  • Project Manager of the Rebate Program and Prepaid Service Call Centers for Sprint/Brite.
  • Bolstered customer retention and satisfaction by researching rebate issues and fulfilling in a timely manner.
  • Liaised with customers, management and sales teams to better understand customer needs and recommend appropriate solutions.
  • Monitored third-party call centers for the Prepaid business around the country, ensuring agents met the customer satisfaction guidelines set forth by the business.
  • Trained agents on correct service procedures.
  • Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
  • Evaluated customer information to explore issues, developed potential solutions and maintained high-quality service.
  • Provided primary customer support to internal and external customers in fast-paced telecommunications environment.
  • Created reports and presentations for internal and external teams and third-party companies.
01/2001 to 10/2003
Project Assistant Burns & McDonnell City, STATE,
  • Managed quality and client deadlines by working closely with staff to maintain adherence with project requirements.
  • Prepared and distributed team-based communications to foster collaboration and enhance team morale.
  • Produced highly accurate internal and external letters and memoranda.
  • Created and updated physical records and digital files to maintain current, accurate and compliant documentation.
  • Delivered top-notch administrative support to office staff, promoting excellence in office operations.
  • Compiled reports and recorded activities for projects as part of comprehensive, compliance-driven recordkeeping strategies.
  • Sorted, opened and routed incoming correspondence and deliveries to help senior leaders respond quickly to business and customer requirements.
11/2012 to 11/2019
WFH Online Chat Advocate for Norwegian Cruise Line Needle Inc. City, STATE,
  • Chosen as Norwegian Cruise Line Brand Chat Advocate for Needle, Inc., and started Pilot Program in November, 2012 as work from home, part-time contractor.
  • During last seven years, answered 50,180 chats, while maintaining exceptional service with over 9.4/10 Customer Service Satisfaction Rating.
  • Sold almost $50,000 in cruises during that time even though were not allowed to actually sell. Was there for first and very last chat in November, 2019.
  • Attended Inaugural Sailings on Norwegian Bliss, Joy and Encore to learn about those ships. Having sailed 29 times, collectively. with Norwegian, Princess and Carnival, attended travel school and completed N.C.L.U. Courses. Have expansive knowledge of cruising industry. It truly is my passion, and love to help others experience this! Continually sail to enhance first-hand knowledge which is very beneficial to guests. Currently booked on 14-day British Isles Itinerary on Norwegian Star.
  • As a Norwegian Cruise Line Brand Chat Advocate, answered multiple Norwegian Cruise Line chats at once in a timely manner, building rapport, addressing guest questions quickly and efficiently, gathering important details and needs so to narrow down choices and provide specific information.
  • Utilized five years of customer service experience in the telecommunications industry to preserve the highest level of guest satisfaction.
  • As a Norwegian Cruise Line Platinum past guest, would provide own personal experiences and tips, gaining trust and building relationship with guest.
  • Would assist guests through online buying process by recommending cruise itineraries, staterooms that best fit their needs, recommending shore excursions based on personal experiences, and ultimately encouraging them to purchase or choose courtesy hold online, driving sales for Norwegian.
  • Was responsible for having intimate knowledge of, ships, stateroom types, understanding of all promotions being offered and being able to convey this information to guests accurately and effectively while maintaining customer satisfaction.
  • Was responsible for reporting any website issues and errors on spreadsheet to Sarah Sheeto with Norwegian for follow-up.
Expected in 12/1989
Bachelor of Science: Communications / Marketing
University of Central Missouri - Warrensburg, MO
Expected in 1985
I attended this college my senior year of high school since I had all of my credits to graduate after my junior year.: Accounting
State Technical College of Missouri - Linn, MO

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Resume Overview

School Attended
  • University of Central Missouri
  • State Technical College of Missouri
Job Titles Held:
  • Customer Service Agent and Manager
  • Customer Service Project Manager
  • Project Assistant
  • WFH Online Chat Advocate for Norwegian Cruise Line
  • Bachelor of Science
  • I attended this college my senior year of high school since I had all of my credits to graduate after my junior year.