Customer Service Agent resume example with 16+ years of experience
JessicaClaire
Montgomery Street, San Francisco, CA94105609 Johnson Ave., 49204, Tulsa, OK
H: (555) 432-1000
C:
resumesample@example.com
Date of Birth:
India:
:
single:
Summary
Skilled Quality Assurance Analyst committed to addressing company concerns with speed, accuracy and professionalism.
Resourceful Quality Analyst and CSR who consistently meets and exceeds productivity goals.
Customer-focused Representative with a proven capacity to troubleshoot issues to ensure customer satisfaction.
Customer Service Representative who maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty.
Highlights
Quality Assurance
High customer service standards
Employee relations specialist
Dedicated to process improvement
Conflict resolution proficiency
Strong problem solving ability
Negotiation competency
Troubleshooting skills
Telecommunications knowledge
Proficient with Microsoft Office Suite
Proficient in customer account software
I have a year of Quality Assurance experience and two years of email certification and Service solutions expert response experience.
Accomplishments
Managed call flow with up to 100 calls in queue per minute.
Exceeded corporate target for customer satisfaction for 12 months in a row.
Was promoted 3 times while employed at current job.
Was invited to the company conference in Las Vegas the first year.
Experience
Customer Service Agent, 10/2015 - 11/2012 Dsv Road Transport – Buffalo, NY,
Extensive phone coverage for Call Center.
Managing collections of Time Warner and SuddenLink services.
Scheduling appointments for technical support.
Quality Assurance Analyst, 10/2013 - Current Augeofi – Naperville, IL,
Evaluate and give feedback to the CSR's to help them exceed expectations.
Exceeded at every task given to me and used these skills to promote within the company.
Collected customer feedback and made process changes to exceed customer satisfaction goals.
Answer incoming calls Answer incoming e-mails.
Place orders.
Process returns.
Edit customer profiles.
Evaluate answered emails Calibrate and answered calls and email replies to our Consultants.
Demonstrated mastery of customer service call script within specified timeframes.
Provided accurate and appropriate information in response to customer inquiries.
Customer Service Agent, 2013 - 09/2013 Dsv Road Transport – Burton, MI,
Evaluated and gave feedback to the CSR's to help them exceed expectations.
Answered incoming calls.
Answer incoming e-mails.
Email Certification.
Place orders.
Process returns.
Edit customer profiles.
Made reasonable procedure exceptions to accommodate unusual customer requests.
Demonstrated mastery of customer service call script within specified timeframes.
Customer Service Agent, 2009 - 07/2009 Dsv Road Transport – Carolina, PR,
Extensive phone coverage for Call Center.
Scheduling of appointments.
Sales.
Paperwork required for every appointment made.
Provided accurate and appropriate information in response to customer inquiries.
Medical Front and Back Office, 07/2007 - 09/2009 Sunrise Senior Living – Huntington Beach, CA,
Medical Front Office
Hospital Billing
Phones
Scheduling
Patient Check In
Patient Check Out.
Receptionist, 06/2006 - 07/2007 Concentra – South San Francisco, CA,
Customer Service
Phones
Scheduling
Lost shipment search
Billing
Data Entry
Creating Word documentation and Excel spreadsheets
Inside and Outside Sales.
Medical Front Office Receptionist, 08/2004 - 2005 Hanger, Inc. – Alexandria, VA,
Patient Scheduling
Billing
Answer all lines
Electronic Medical Records
New Patient enrollment
Deposits
End of Day
Microfour and Practice Studio.
Medical Billing, 01/2003 - 07/2004 Dr. William H. Wisner, M.D – City, STATE,
Worker's Comp.
Adjuster.
Patient counseling.
Claim submittal.
Payment processing.
Front Desk/Medical Assistant, 2002 - 01/2003 Dayton OB/Gyn – City, STATE,
All front desk and patient intake responsibilities.
Medical records.
Patient care and health history.
Patient Vitals.
Medical Front Office, 02/1999 - 02/2001 Neurocare Network – City, STATE,
Front Desk/Physical Therapy Tech.
Scheduling Appointments.
Patient intake and medical records.
Modalities.
Education
Associate of Science: Biology Literature, Expected in 1997 - Eastfield College - Mesquite, TX GPA:
Majored in Biology
Minored in Literature.
Associate of Science: Biology, Expected in 1992 - Glendale Community College - Glendale, AZ GPA: Special Skills/ Achievements Graduated from High School as top 20 in my
class, Dean's Honor Roll, Class Valedictorian. College Literary Award for both my
Majored in Biology
Minored in Literature
Associate of Science: Dentistry, Expected in 2000 - University Of Texas - Tyler, TX GPA:
Majored in Dentistry
Minored in Theater.
Bachelor of Science: Dental Hygiene, Expected in 2023 - Texas Woman's University - Denton, TX GPA:
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