, , 100 Montgomery St. 10th Floor(555) 432-1000, resumesample@example.com
Summary
Personable and dedicated Customer Service Representative with extensive experience in call center industry. Solid team player with upbeat, positive attitude 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, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Skills
MS Office proficiency
Effective communication
Employee management
Problem Resolution
Customer Service
Customer relationship management
Customer relations
In-store support
Microsoft Office expertise
High-energy attitude
Data evaluation
Call center experience
Courteous demeanor
Clerical support
Office equipment proficiency
Experience
11/2019 to CurrentCustomer Service AssociateFloor & Decor | Tacoma, WA,
Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication.
Reviewed account and service histories to identify trends and issues.
Consulted with customers regarding account needs, addressing online access and transfer concerns.
Documented conversations with customers to track requests, problems and solutions.
Supported company and clients, including addressing inquiries, resolving issues and managing customer relations.
Met and exceeded productivity targets by handling every interaction with top-notch customer service.
Escalated customer concerns, store issues and inventory requirements to supervisors.
Asked probing questions to determine service needs and accurately input information into electronic systems.
Evaluated customer account information to assess current issues and determine potential solutions.
03/2017 to 09/2019Customer Service AgentAit Worldwide Logistics | Houston, TX,
Boosted productivity by maintaining strong call control and quickly working through scripts to address diverse problems.
Fielded client queries related to services and products for up to 30 customers daily.
Updated database 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, increasing customer satisfaction scores from 25% to 85%.
Evaluated customer account information to assess current issues and determine potential solutions.
Asked probing questions to determine service needs and accurately input information into electronic systems.
Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
Investigated and solved routine, complex and long-standing customer issues each day.
Pursued opportunities to advance client relations skills and further enhance customer satisfaction in every interaction.
Documented conversations with customers to track requests, problems and solutions.
Shared detailed information regarding mobile phone billing options to help customers make decisions.
03/2014 to 04/2019Service Desk AssociateSears | Smithfield, VA,
Restocked shelves, racks and bins with latest merchandise and changed signage to promote special items.
Processed payments and maintained accurate drawers to meet financial targets.
Drove sales by successfully employing strategies such as upselling and cross-selling.
Increased customer service feedback scores by delivering outstanding service to customers daily.
Readied merchandise for sales floor by marking items with identifying codes and accurate pricing.
Processed merchandise returns and exchanges for customers to refund payments, trade items and offer store credit.
Engaged positively with each customer, providing professional and polite support for sales and service needs.
Recommended accessories and delivered details regarding latest promotions to increase sales.
Engaged shoppers, providing assistance and information on merchandise and product features.
Counted cash, made change and stored coupons to keep organized and balanced cash register drawer.
Arranged merchandise for display to highlight new styles, attract customers and enhance sales.
Assisted customers by checking database system to find merchandise at other locations, arranging for shipments and delivery.
Promoted customer satisfaction by listening and finding the proper merchandise the cust is inquiring about.
Welcomed customers, offered to help locate items and suggested merchandise without being intrusive or pushy.
Managed cash register operations using POS system, including processing sales and returns.
Calculated pricing, scanned tags, applied discounts, collected payment and offered receipts to process transactions.
Education and Training
Expected in 06/1992Associate of Technology | Data EntryKiamichi Technology Center - Durant, Durant, OKGPA:
Expected in 05/1985High School Diploma | Durant High School, Durant, OKGPA:
Accomplishments
Product Sales - Cross-sold services at a rate of 30%, upgrading customers to different plans and product packages.
Customer Service - Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.
Database Maintenance - Assisted in the managing of the company database and verified, edited and modified members' information.
Consistently maintained high customer satisfaction ratings.
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