LiveCareer-Resume

customer service agent resume example with 6+ years of experience

JC
Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000, resumesample@example.com
Professional Summary

Knowledgeable and dedicated customer service professional with extensive experience in Any industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Patient professional talented at assisting customers with questions and concerns, entering and updating customer details and managing escalated issues. Enthusiastic and service-oriented individual with exceptional communication and multitasking abilities. Focused customer relations professional skilled in lead generation, customer relationship development and sales. Accomplished in providing unsurpassed support to demanding customers. Offering experience in related roles, as well as passion for improving service delivery, enhancing knowledge and exceeding expectations.

Skills
  • Call Documentation
  • Responding to Difficult Customers
  • Dispute Resolution
  • Building Customer Trust and Loyalty
  • Upbeat and Positive Personality
  • Customer Account Management
  • Calm and Professional Under Pressure
  • Order and Refund Processing
  • Information Updates
  • Special Requests
  • Selling Skills
  • Understanding Customer Needs
  • Upselling Products and Services
  • Call Controlling
  • Online Chat
  • Excellent Attention to Detail
  • Special Assignments
  • Administrative and Office Support
  • Online Systems
  • Inbound and Outbound Calling
  • Business Correspondence
  • Productivity Management
  • Document and Records Management
  • Merchandise Orders and Exchanges
  • Policy and Procedure Adherence
Work History
10/2021 to 11/2022 Customer Service Agent Scientific Games | Gardiner, ME,
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
  • Educated clients on account services and resolved client inquiries regarding statement information and account balances.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
  • Entered customer interaction details in sales system to track requests, document problems and record solutions offered.
  • Educated customers on company systems, form completion and access to services.
  • Applied strong communication and negotiation skills regarding refunds and merchandise exchanges.
  • Facilitated communications through management of inbound and outbound customer calls.
  • Addressed escalated customer service issues sent from sales and service teams to save customer relationships.
  • Contributed to company achieving and holding industry-leading customer service ratings.
  • Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
  • Conferred with management and vendors to discuss defective and unacceptable services and determine corrective action.
  • Researched and evaluated suppliers and vendors based on quality, price, selection, availability and distribution capabilities.
03/2016 to 07/2018 Assistant Property Manager West Coast Self Storage | Seattle, WA,
  • Handled tenant complaints promptly and appropriately, calling in repairmen and other support services.
  • Kept accurate records of all resident and tenant correspondence.
  • Followed up on delinquent tenants and coordinated collection procedures.
  • Completed final move-out walk-throughs with tenants to identify required repairs.
  • Resolved conflicts between tenants regarding noise, encroachments and parking.
  • Processed security deposit refunds.
  • Oversaw monthly collections and maintained high payment rates by building positive relationships with tenants.
  • Kept records accurate, detailed and fully compliant with reporting requirements to meet state, local and federal housing requirements.
  • Conducted property showings to highlight features, answer questions and redirect concerns to close contracts.
  • Verified income, assets and expenses and completed file tracking sheet for each applicant.
  • Established strong, professional relationships with residents by promoting team collaboration and delivering exemplary service.
  • Monitored timely receipt and reconciliation of rent collections in accordance with landlord and resident statutes.
  • Escalated major issues to property manager for immediate remediation.
  • Inspected common areas for cleanliness and notified maintenance of overflowing trash.
  • Responded to messages and inquiries from various parties and used well-developed active listening and open-ended questioning skills to promote quick issue resolution.
  • Complied with safe housing requirements and contractual obligations by resolving tenant issues and service needs.
  • Introduced prospective tenants to types of units available and performed tours of premises.
  • Evaluated and recommended changes in rental pricing strategies to remain competitive in market.
  • Posted policies and rules in common areas for tenant review.
  • Attended staff meetings and took extensive notes to share with property manager.
  • Developed policies and procedures for effective property management.
  • Organized and participated in meetings to give residents opportunity to ask questions and provide forum for issues to be addressed.
10/2013 to 01/2016 Dispensing Optician Emory | Lagrange, GA,
  • Adjusted frames to fit patient faces by bending and shaping with hands, tools and heat.
  • Educated clients about how to adapt to, wear and care for eyeglasses.
  • Prepared work orders outlining all specifications for new lenses and frames.
  • Helped clients try on and select new frames and recommended lens options to meet specific needs.
  • Completed facial measurements such as temple length, bridge size and vertex distance.
  • Suggested optional items such as lens coatings and lightweight lenses to improve patient experience with eyeglasses.
  • Calibrated seg heights, vertex and pupillary distance and pantoscopic tilt to customize eyeglass orders and create perfect fit.
  • Filed claims with vision and medical insurance companies to garner payment for optical services.
  • Aided patients in selection of flattering eyeglass frames appropriate for prescription and style preferences.
  • Set up attractive displays, shared current promotions and offered excellent customer service to increase satisfaction.
  • Maintained thorough records of customer information, prepared detailed work payments, processed insurance claims and collected balances from customers.
  • Discussed optimal lens, coating and frame recommendations with customers to meet individual needs.
02/2011 to 01/2012 Dispatch Officer Allied Universal Security | Wheaton, IL,
  • Directed dispatching, routing and tracking of various law enforcement agencies.
  • Maintained updated and detailed records of calls in physical and electronic database.
  • Closely monitored dispatch board to triage and prioritize multiple daily calls.
  • Implemented schedule and policy changes and collaborated with management to formulate new policies, procedures and goals.
  • Monitored flow of paperwork and directed information to appropriate departments.
  • Planned, organized and managed work of subordinate staff to accomplish consistent work within organizational standards.
Education
Expected in 05/2011 High School Diploma | Word Academy , San Antonio, TX, GPA:
Certifications
  • Certified Optician (Walmart)
  • Dispatch Officer Training (Cornerstone Church)
  • Certified Dispatch Officer for Private Security (Cornerstone Church)

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Resume Overview

School Attended

  • Word Academy

Job Titles Held:

  • Customer Service Agent
  • Assistant Property Manager
  • Dispensing Optician
  • Dispatch Officer

Degrees

  • High School Diploma

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