LiveCareer-Resume

customer service chat representative resume example with 11+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • Home: (555) 432-1000
  • Cell:
  • resumesample@example.com
Professional Summary

I am a Hardworking Customer Service Representative with 19 + years of experience working with multi department throughout my years with company. Trained in project and time management with extensive knowledge of billing system, process ,method and procedure and have proven multitasking abilities. Committed to maintaining professional relationships with clients to increase profitability and drive business results. I am Results-driven Online Chat Specialist i find ways in promoting an to improve customer engagement. A relationship-builder and multitasking professional Looking for the next amazing opportunity utilizing great skills in customer service in busy environment.

Skills
  • Customer engagement
  • Special projects
  • Customer services
  • Training and mentoring
  • Issue escalation
  • Team Building
  • Service standard compliance
  • Complaint resolution
  • Retail store support
Work History
Customer Service Chat Representative, 04/2020 to Current
Century CommunitiesSan Antonio, TX,
  • Worked closely with each customer to carefully resolve issues within timely fashion.
  • Documented all customer information accurately in computer system, providing dated notes for future reference.
  • Asked open-ended questions to determine which products or services would be best fit for customer's needs.
  • Cultivated relationships with new customers and maintained good partnerships with existing clients.
  • Handled inbound customer chat conversations from various websites.
  • Provided online demonstrations to educate customers on product features and online help resources.
  • Used consultative sales approach to understand customer needs and recommend relevant offerings.
  • Managed timely and effective replacement of damaged or missing products.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
Customer Relations Coordinator, 10/2011 to 03/2016
DriftBoston, MA,
  • Resolved customer issues and escalations with efficiency and diplomacy.
  • Cross-trained and backed up other customer service managers.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Met all customer call guidelines including service levels, handle time and productivity.
  • Delivered excellent customer service, resulting in consistent customer satisfaction rating.
  • Managed timely and effective replacement of damaged or missing products.
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.
  • Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
  • Applied highly effective selling skills while properly engaging and presenting solutions to customers.
Customer Advocate, 09/2008 to 03/2011
Delaware North CompaniesColumbus, OH,
  • Suggested new procedure to persuade cancelling customers to stay with company
  • Provided information to customers regarding loyalty program and helped with accounts.
  • Evaluated account and service histories to identify trends, using data to mitigate future issues.
  • Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Educated customers on promotions to enhance sales.
  • Assisted customers with setting appointments, shipping and special order requests, and arranging merchandise pick-up at other locations.
  • Answered constant flow of customer calls
Quality Assurance Analyst, 01/2006 to 02/2008
Verizon WirelessCity, STATE,
  • Supported company in maintaining work environment focused on quality, communication, collaboration, integration and teamwork.
  • Monitored process checks for proper completion and correct frequency.
  • Created and achieved product quality objectives and met product specifications.
  • Observe Employees call provide coaching information to assist rep Side by Side session with representative
  • One on one explaining an sharing information on Call Sequence Model
  • Was able to take calls while Representative sat with me following the Call Sequence Model.
  • . I took the driver seat to assist representative
  • Call review with AD also Supervisor to ensure that we are all calibrated
  • Explain new process and procedure during team meeting session
  • Visit New Hire Classes explaining the ROCKEM form
  • Assist with NPS during weekends Was able to Provide Coverage for Offsite Meeting Phone time
  • Talking to customer ensure that FCR is provided on all calls
  • Meeting with Supervisor to provide feedback and help provide information to assist representative in providing Stellar Customer Service.
  • Call Review Session with South Area Director/Supervisor/AD
Education
High School Diploma: , Expected in 06/1992 to Thomas Jefferson High School - Tampa, FL,
GPA:
No Degree: , Expected in to Hillsborough Community College - Tampa, FL
GPA:

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Resume Overview

School Attended

  • Thomas Jefferson High School
  • Hillsborough Community College

Job Titles Held:

  • Customer Service Chat Representative
  • Customer Relations Coordinator
  • Customer Advocate
  • Quality Assurance Analyst

Degrees

  • High School Diploma
  • No Degree

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