customer service agent domestic international resume example with 13 years of experience
JessicaClaire
Montgomery Street, San Francisco, CA94105609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000
Cell:
resumesample@example.com
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Professional Summary
Polite and professional Customer Service successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships. Driven and responsible with adaptable, solution-oriented nature. Excellent conflict mediator and efficient multitasker.
Skills
Documentation and reporting
Conflict Resolution
Correspondence Composition
Customer Relations
Exemplary work ethic
Outstanding communication skills
Empathetic and genuine
Microsoft Office Suite proficiency
Training development aptitude
Complaint resolution
International customer support
POS systems expert
Shipping procedures understanding
Credit card processing
Route dispatch
Money handling abilities
Professional telephone demeanor
Service standard compliance
Account management
Collections
Invoice Management
Account Reconciliation
Statutory Reporting
Financial Management
Relationship development
MS Office
Problem resolution
Project organization
Analytical reasoning
Budgeting
Eligibility Verification
Quickbooks
Team Leadership
Training and Development
Contract negotiations
Excellent multi-tasking ability
Friendly nature
Organizational skills
Clerical support
Clear oral/written communication
Office administration
Relationship building
Administrative support
Credit and collections
Business administration
Documentation expertise
Bookkeeping
Work History
Customer Service Agent, Domestic & International, 01/2008 to 01/2020 Alutiiq Llc – Charlottesville, VA,
Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
Organized international and domestic travel arrangements for customers including all transportation and hotel stays.
Maintained accurate and current customer account data with manual forms processing and digital information updates.
Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
Recommended products to customers and suggested other options if preferred product was unavailable.
Educated customers on company systems, form completion, and access to services.
Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
Educated clients on account services and resolved client inquiries regarding statement information and account balances.
Demonstrated high attention to detail, organization, and ability to manage multiple tasks and projects simultaneously.
Researched and evaluated suppliers and vendors based on quality, price, selection, availability and distribution capabilities.
Maintained and encouraged customer loyalty through courteous and efficient resolution of disputes, complaints and discrepancies.
Contacted customers to return routine and general calls promptly.
Assisted call-in customers with questions and orders.
Sought ways to improve processes and services provided.
Educated customers on promotions to enhance sales.
Communicated professionally with colleagues, freelancers and clients.
Adapted to new applications and maintained knowledge of current technologies.
Addressed customer complaints and mitigated dissatisfaction by employing timely and effective solutions.
Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Optimized customer support by establishing collaborative service environment.
Cross-trained and provided back up for customer service managers.
Reduced process inconsistencies and effectively trained team members on best practices and protocols.
Maintained up-to-date knowledge of product and service changes.
Effective liaison between customers and internal departments.
Met all customer call guidelines including service levels, handle time and productivity.
Provided primary customer support to internal and external customers in fast-paced environment.
Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
Promptly responded to inquiries and requests from prospective customers.
Investigated and resolved customer inquiries and complaints quickly.
Educated customers about billing, payment processing and support policies and procedures.
Trained new personnel regarding company operations, policies and services.
Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Trained staff on operating procedures and company services.
Office Manager, 01/2007 to 01/2008 Jackson Hewitt Tax Service – City, STATE,
Tracked and recorded expenses and reconciled accounts to maintain accurate, current and compliant financial records.
Optimized organizational systems for payment collections, AP/AR, deposits and recordkeeping.
Integrated logistic systems into company processes to improve operations and manage work orders and price changes.
Oversaw office inventory activities, including ordering and requisitions, stocking and shipment receiving.
Established efficient workflow processes, monitored daily productivity and implemented modifications to improve overall effectiveness of personnel and activities.
Handled all incoming business and client requests for information.
Improved office operations by automating client correspondence, record tracking and data communications.
Liaised with customers and addressed inquiries, appointment requests and tax questions.
Established and developed highly efficient and dependable administrative team by delivering ongoing coaching and motivation and fostering career advancement.
Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
Delivered expert clerical support by efficiently handling wide range of routine and special requirements.
Oversaw office IRS functions such as tax accounting software to keep tax trecords accurate and current.
Developed standard operating procedures for all administrative employees.
Organized and managed program development from conception through successful execution.
Streamlined office operations by computerizing activities, managing customer communications, scheduling payments and tracking records and documents.
Kept physical files and digitized records organized for easy updating and retrieval by authorized team members.
Interacted with customers professionally by phone, email or in-person to provide information and directed to desired staff members.
Senior Billing Processing Clerk, to AT&T Inc. – City, STATE,
Adhered to established policies, procedures and compliance for satisfactory audit rating.
Developed and executed plans to monitor standard process adherence.
Partnered with cross-functional teams to conduct thorough discovery and due diligence on existing processes.
Conducted training and change management processes to improve operations.
Collaborated with team to define business requirements for organizational processes, achieve productivity standards and adhere to accuracy standards.
Performed visual assessment of products to evaluate conformance with quality standards.
Offered data-driven recommendations aligned with overall company strategies and prioritized process improvement initiatives.
Minimized financial discrepancies by accurately analyzing report data and devising appropriate solutions.
Maintained customer database for accurate and updated information.
Increased number and quality of search results with database search techniques.
Created billing reports for managers to review.
Typed 55+ wpm, allowing for fast and accurate data entry.
Filed electronic and hard copy documents to maintain organized records.
Performed quality assurance checks on transactions and account actions to assess compliance with state and federal regulations.
Analyzed current business plan, identified inefficiencies in existing processes, and tracked performance following implementation of improvements.
Evaluated billing data performance by analyzing and interpreting data and metrics.
Instituted key metrics that contributed to long-term plans for organization business processes.
Developed standard operating procedures and document workflows for current and future process steps.
Collaborated with management to develop manufacturing techniques and production processes.
Coordinated with management team in developing project plans for prioritized initiatives.
Determined and recommended methods to address improvement opportunities.
Identified and resolved process issues to encourage smoother procedures, more efficient workflow and overall business growth.
Performed data entry operations to update database with customer responses.
Education
Bachelor of Science: Business Administration, Expected in 2015 to Strayer University - Washington, DC GPA:
In Progress
High School Diploma: , Expected in 06/1984 to Central High School - Pageland, SC GPA:
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