customer service associate resume example with 20+ years of experience
JessicaClaire
, , 609 Johnson Ave., 49204, Tulsa, OK100 Montgomery St. 10th Floor
Home: (555) 432-1000
Cell:
resumesample@example.com
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Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Friendly and efficient Customer Service Representative devoted to maximizing customer satisfaction with exceptional service and support. Knowledgeable regarding Healthcare standards with strong skill in retaining product and service information to provide effective issue resolution. Skilled in promoting sales to increase revenue while addressing diverse issues.
Skills
MS Office Proficiency
Inbound and Outbound Calling
Customer Support
Responding to Difficult Customers
Understanding Customer Needs
Upselling Products and Services
Calm and Professional Under Pressure
Efficient and Detail-Oriented
Call Documentation
Transaction Processing
Customer Service
Customer Account Management
Customer Data Confidentiality
Data Entry
Verbal and Written Communication
De-escalation Techniques
Issue and Complaint Resolution
Computer Proficiency
Microsoft Office
Multitasking and Prioritization
Building Customer Trust and Loyalty
Promoting Brand and Company Identity
Policies and Procedures Adherence
Membership Inquiries and Renewals
Product Recommendations
MS Office
First-Tier Technical Support
Patient and Empathetic
Experience
Customer Service Associate, 06/2004 to 09/2022 Mclaren Health Care – Lapeer, MI,
Reviewed account and service histories to identify trends and resolve issues.
Recommended and initiated product offerings to meet customer changing needs.
Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Consulted with customers regarding needs and addressed concerns.
Met and exceeded productivity targets by handling every interaction with top-notch customer service.
Followed policies and procedures to meet or exceed established performance requirements.
Explained benefits, features and recommendations to maximize client retention.
Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication.
Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
Used collateral material and documents to share information about services, products and promotions.
Upheld quality control policies and procedures to increase customer satisfaction.
Operated multi-line phone system and online messaging system to communicate with customers.
Maintained customer privacy and protected company operations by keeping information private and confidential.
Processed documentation and troubleshot discrepancies to build client rapport.
Developed and organized electronic files to maintain customer service-related documents.
Assisted customers with making payments or establishing payment plans to bring accounts current.
Promoted brand and marketing campaigns to create interest with customer.
Educated customers on special pricing opportunities and company offerings.
Addressed inquiries, resolved customer issues and managed customer relations.
Assistant Team Manager, 06/2002 to 12/2003 Charles Schwab Corporation – Schaumburg, IL,
Managed a team of upto 40 employees.
Solved problems, handled escalated issues and mitigated risks.
Led regular team meetings to communicate current business trends and relevant updates.
Designed, reproduced and distributed variety of training aids for onboarding team members.
Coordinated and encouraged professional development among direct reports.
Initiated training sessions and coached employees to develop effective staff.
Conducted regular employee performance evaluations to offer constructive feedback and solutions to propel improvements and growth.
Oversaw daily workloads and workflow for smooth operations.
Reviewed candidate resumes and scheduled and interviewed potential new hires.
Set goals for performance and deadlines to comply with company plans and vision.
Partnered with upper management and HR to identify effective resolutions for employee relations issues.
Analyzed and measured employee performance, taking appropriate disciplinary action or recognition based on work performance.
Supported HR staff with recruiting and retaining high-performing talent.
Coached team for success by using corrective action processes.
Motivated team members to consistently achieve or exceed performance expectations.
Established quarterly and annual goals as well as operational tactics to achieve targets.
Responsible for making correction to and submitting payroll for upto 40 employee.
Customer Service Representative, 01/1996 to 06/2002 The Michaels Organization – Claremore, OK,
Filled out and submitted correction, incident and emergency forms.
Searched alphabetical directories to answer number requests.
Answered calls with friendly and polite approach to engage callers and deliver exceptional customer service.
Listened to customer requests, referring to alphabetical or geographical directories to answer questions and provide telephone information.
Offered special assistance to persons unable to dial or in emergency situations.
Entered information and updated client records following telephone interactions.
Searched alphabetical directories to answer requests.
Suggested and checked alternate spellings, locations or listing formats to customers lacking details or complete information.
Helped callers make local and long distance calls.
Completed connections between callers, departments and professionals.
Assisted callers with finding specific locations using geographical services.
Customer Service Representative Team Lead, 06/1984 to 06/1994 Voya – Braintree, MA,
Responded to customer questions regarding products, prices and availability.
Maintained positive working relationship with fellow staff and management.
Evaluated needs of departments and delegated tasks to optimize overall production.
Planned and managed resources to consistently meet production, quality and cost goals.
Identified needs of customers promptly and efficiently.
Education and Training
High School Diploma: , Expected in 05/1983 to Gilbert High School - Anaheim CA, GPA:
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