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Customer Service Call Center Agent Resume Example

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CUSTOMER SERVICE CALL CENTER AGENT
Summary

Diligent agent offering 8-year record in customer support and strong aptitude for working with little supervision in remote environments. Competent in listening to customer needs, meeting quality standards and staying current on product and service updates. Highly empathetic and supportive team player.

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. Able to identify and resolve concerns while promoting new products and meeting sales objectives.

Skills
  • Call center operations
  • Call center experience
  • Quality assurance optimization
  • Call controlling
  • Account updating
  • Providing customer support
  • Training and Development
  • Quality control
  • Communicating with clients
  • Customer communications
  • Call documentation skills
  • Data entry
  • Training experience
  • System documentation
  • Professional telephone voice
  • Prospecting skills
  • Call control skills
  • Resolving issues
Experience
11/2014 to Current
Customer Service Call Center AgentUSPS － Los Angeles , CA
  • Documented customer inquiries and feedback, including service delivery suggestions in company database.
  • Boosted productivity by maintaining strong call control and quickly working through scripts to address diverse problems.
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
  • Consulted with customers to determine best methods to resolve service and billing issues.
  • Explained key information regarding products and services to customers to encourage informed decision-making.
  • Maintained high-volume workload within fast-paced environment by assisting over 50 clients per day and consistently meeting performance benchmarks.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Documented conversations with customers to track requests, problems and solutions.
  • Completed up to 70 outgoing calls per day according to assigned call list.
  • Accurately documented calls and caller information in 360 software and made updates to data as needed.
  • Managed customer expectations by clarifying needs, identifying options and recommending products and services.
  • Evaluated customer account information to assess current issues and determine potential solutions.
  • Processed customer account changes using customer 360.
01/2014 to Current
Mail Processing ClerkUSPS － Los Angeles , CA
  • Placed mail into appropriate PO boxes.
  • Drove retail sales by promoting and selling stamps, envelopes and money orders.
  • Operated mail processing equipment and manually sorted mail.
  • Recommended and sold services such as insurance and tracking.
  • Directed items according to established routing schemes using computer-controlled keyboards and scanning equipment to assist mail-sorting processes.
  • Demonstrated leadership by making improvements to work processes and helping to train others.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Kept team on track by assigning and supervising their activities and giving constructive feedback.
  • Defined strategies and created a plan to achieve ambitious operational objectives.
  • Motivated and encouraged team members to communicate more openly and constructively with each other.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Assisted customers in receiving oversized parcels by carrying items inside.
  • Weighed parcels, calculating costs based on type, total weight, and final destination.
  • Obtained signatures from recipients to release registered and special delivery parcels.
  • Loaded letters into automated processing equipment and maintained continuous flow when feeding letters to be sorted.
01/2014 to Current
Retail ClerkUSPS － Los Angeles , CA
  • Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
  • Maintained current store, product and promotional knowledge to drive consistent sales.
  • Processed payments and maintained accurate drawers to meet financial targets.
  • Engaged positively with each customer, providing professional and polite support for sales and service needs.
  • Assessed assigned areas and displays to maintain presentable condition, restocking and reorganizing merchandise as needed.
  • Kept calm and applied strong problem-solving and interpersonal skills to resolve conflicts.
  • Engaged shoppers, providing assistance and information on merchandise and product features.
  • Managed cash register operations using POS system, including processing sales and returns.
  • 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.
Education and Training
05/2013
High School DiplomaEl Camino Real Charter High School － Woodland Hills, CA
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Resume Overview

Companies Worked For:

  • USPS

School Attended

  • El Camino Real Charter High School

Job Titles Held:

  • Customer Service Call Center Agent
  • Mail Processing Clerk
  • Retail Clerk

Degrees

  • High School Diploma

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