Montgomery Street, San Francisco, CA94105609 Johnson Ave., 49204, Tulsa, OK Home: (555) 432-1000 - Cell: - resumesample@example.com - -
Professional Summary
Results-oriented Customer Service Lead with diverse background in management and help desk technical trouble shooting. Dedicated to developing and promoting a world class experience in the most notable way. I strive to make every customers experience better than they thought possible by utmost professionalism and creative problem solving along with a kind and cheerful demeanor.
Skills
Meticulous attention to detail
Excellent research skills
Focused on customer satisfaction
Team leadership
Self-motivated
Training and development
Attention to detail
Interpersonal skills
Email
Help desk
Inventory
SAP
Salesforce
Phone
Information gathering and analysis
Excellent work ethic
Teamwork
Excellent listening skills
Excellent Written Communication
MS Office
Organization and Time management
Work History
01/2016 to Current
Consumer Affairs LeadJason's Deli – Richmond, VA,
Responsible for monitoring and advising on customer service escalation cases.
Responsible for monitoring and following up on issues coming through social media including, Facebook,Twitter, Instagram and Houzz platforms.
Responsible for processing customer surveys, including delivering and following up with agents within a period of 24 hours.
Responsible for putting together a presentation on surveys viewed by coworkers and supervisors in weekly meetings
Responsible for developing process in SAP reports, writing job instructions and training on the process.
Prepared or edited publications such as employee newsletters or for internal audiences.
Lead with team of 3 employees, involved in Customer escalations training, of 25 employees.
09/2012 to 01/2016
Technical Support help deskIBM – City, STATE,
Part of a virtual team of 3 which maintained, performed daily troubleshooting and scheduled service on customer's equipment. Kept updated spreadsheet that was shared in daily meetings.
Implemented a training program to regulate soft skills among employees nationwide.
Involved in training other agents.
Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across all time zones.
Submitted service tickets for equipment maintenance requests.
Performed secure admin duties. Including changing passwords and remote access into the user's computer.
02/2010 to 07/2012
Assistant ManagerStarbucks – City, STATE,
Conducted daily pre-shift and attended weekly departmental meetings to ensure organizational efficiency.
Responsible for making sure indoor and outdoor areas were clean and maintained at all times.
Responsible for proper training of employees.
Optimized profits by controlling food, beverage and labor costs on daily basis.
Increased sales revenues by 300% over 3 months by promoting complementary products and educating customers about store promotions.
Completed weekly inventory counts to verify stock levels, address discrepancies and forecast future needs.
Monitored security and handled incidents calmly.
Helped with planning schedules and delegating assignments to meet coverage and service demands.
Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
Education
Expected in
Associate of Arts: Sociology Front Range Community College - Boulder, CO, GPA:
Expected in
Certificate : Dental Assistant Pima Medical Institute - Denver, CO, GPA:
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