customer service associate resume example with 20+ years of experience
Driven CUSTOMER SERVICE with 12 years of experience providing information about services and products to customers. Skilled in assessing customer needs, generating leads and handling customer complaints and concerns. Outstanding communicator offering strong phone etiquette and active listening skills. Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions. Driven CUSTOMERSERVICE with 12 years of experience providing information about services and products to customers. Skilled in assessing customer needs, generating leads and handling customer complaints and concerns. Outstanding communicator offering strong phone etiquette and active listening skills. Talented Lead Customer Service Representative polished in balancing customer needs and company demands. Committed to building loyalty and long-term relationships with customers and achieving individual sales goals. Expertly coordinates customer service teams and coordinates programs to enhance productivity. Proven expertise in insurance products, service and customer needs. Familiar with analyzing documentation, liaising between parties and handling both routine and complex issues each day. Identifies and resolves concerns while promoting new products and meeting sales objectives.
- Inbound and Outbound Calling
- MS Office Proficiency
- Customer Support
- Customer Account Management
- [Language] Fluency
Berkeley Heights, NJ, 03/2021 - Current
- Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Met and exceeded productivity targets by handling every interaction with top-notch customer service.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Addressed inquiries, resolved customer issues and managed customer relations.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Processed documentation and troubleshot discrepancies to build client rapport.
- Troubleshot shortages and overages to support quality control efforts.
- Handled large amounts of cash and balanced cash drawer daily within prescribed balancing guidelines.
- Organized and prioritized tasks and activities and worked within strict timeframes and deadlines.
- Explained benefits, features and recommendations to maximize client retention.
- Reviewed account and service histories to identify trends and resolve issues.
- Improved customer service wait times to mitigate complaints.
- Relayed customer feedback to cross-functional teams to improve products and services.
- Rolled out operational improvements and solutions to deliver top-notch customer service.
- Performed needs analysis and presented options based on findings to help customers make decisions.
- Organized client contracts, records and reports to strengthen traceability.
West Bloomfield, MI, 02/2000 - 04/2021
- Delivered excellent customer service and adhered to standard practices to maximize sales and minimize shrinkage.
- Processed daily paperwork, balanced register drawers, produced staffing schedules and prepared deposits.
- Managed inventory tracking and physical inventory counts to minimize loss.
- Balanced sales, reconciled cash and made bank deposits to facilitate opening and closing duties.
- Generated repeat business by responding to customer concerns with friendly and knowledgeable service.
- Oversaw inventory management through cycle counts, audits and shrinkage control.
- Strengthened work flow productivity by hiring, managing and developing top talent.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Exceeded team goals and resolved issues by sharing and implementing customer service initiatives.
- Answered product questions with up-to-date knowledge of sales and promotions.
- Monitored employee performance and identified performance gaps for corrective action.
- Established store tactics and strategies to achieve operational performance and sales goals.
- Updated and maintained store signage and displays.
- Built customer confidence by actively listening to concerns and complaints and quickly resolving issues.
- Enhanced customer satisfaction and store operations through relationship building and daily problem-solving.
- Evaluated store performance and incorporated feedback to implement improvement plans.
- Trained and mentored associates to teach daily tasks and procedures.
- Oversaw storewide merchandising benchmarks to maintain operational excellence.
- Identified operational issues and implemented appropriate process improvements to promote workplace safety and productivity.
Yelm, WA, 03/2015 - 03/2016
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
- Collected payments and provided accurate change.
- Worked closely with front-end staff to assist customers.
- Processed sales transactions to prevent long customer wait times.
- Accepted cash and credit card payments, issued receipts and provided change.
- Trained new team members in cash register operation, stock procedures and customer services.
- Helped with purchases and signed customers up for rewards program.
- Learned roles of other departments to provide coverage and keep store operational.
- Verified customer age requirement for alcohol or tobacco purchases.
- Preserved appearance of store by arranging and replenishing displays and merchandise racks.
- Answered customer questions and provided store information.
- Operated cash register or POS system to receive payment by cash, check and credit card.
- Delivered high level of customer service to patrons using active listening and engagement skills.
- Discounted purchases by scanning and redeeming coupons.
- Scanned merchandise using point-of-sale system for accurate purchase totals.
- Used suggestive selling techniques to promote add-on sales.
- Answered product questions with up-to-date knowledge of sales and store promotions.
- Processed refunds for worn, damaged and broken merchandise.
- Directed trash removal and sanitation procedures to keep aisles and register area organized.
- Tracked company inventories, moved excess stock and arranged products to improve sales.
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Resume Overview
School Attended
- North High School
Job Titles Held:
- Customer Service Associate
- Store Manager
- Cashier
Degrees
- High School Diploma
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