Livecareer-Resume
JC
Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000, resumesample@example.com
Professional Summary
Experienced Manager with over 15 years of experience in inbound, outbound, and retail sales, technical support, telephone and email customer care.
Skills
  • Skilled in call center operations
  • Multi-line phone operation proficiency
  • Exceptional workflow management
  • Adheres to customer service procedures
  • Strong problem solving aptitude
  • Avaya Software knowledge
  • Creative problem solving
  • Planning/coordinating
  • Leadership abilities
  • Self-starter
  • Retail sales
  • Exceptional customer service
Work History
08/2006 to Current Customer Service Escalation Manager Nordstrom Inc. | Ann Arbor, ,
  • Solved unresolved customer issues.
  • Facilitated inter-departmental communication to effectively provide customer support.
  • Investigated and resolved customer inquiries and complaints in an empathetic manner.
  • Trained staff on operating procedures and company services.
  • Maintained up-to-date knowledge of product and service changes.
  • Addressed and resolved customer product complaints with empathy and professionalism.
  • Gathered and verified all required customer information for tracking purposes.
  • Accurately documented, researched and resolved customer service issues.
  • Identified chronic customer issues by maintaining customer complaint log.
  • Prepared reports and communication for senior management and clients.
  • Investigated and resolved customer inquiries and complaints in an empathetic manner.

08/2015 to 08/2016 Service Experience Accenture | Orlando, ,
  • Improved customer service by projecting friendly and knowledgeable attitude. 
  • Completed store opening and closing procedures.
  • Greeted customers promptly.
  • Answered customer questions regarding store merchandise, department information and pricing.
  • Directed customers to correct store locations.
  • Accepted and processed customer returns.
  • Monitored security areas during busy periods.

07/2001 to 08/2006 Contact Center Supervisor Aegis Communications, Inc. | City, ,
  • Initiated operations improvements to improve overall call center productivity.
  • Oversaw call center employees to ensure customer satisfaction goals were consistently met.
  • Managed call center from initial start-up of projects to full operational status.
  • Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.
  • Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
  • Analyzed call volume and average call time to monitor Customer Service Representative performance and productivity.

Education
Expected in 2003 Bachelor of Science | Management and General Business Fairmont State University, Fairmont WV, GPA:
Expected in Current Associate of Science | Information Systems Technology/Network Administration Northern Virginia Community College, Sterling Va, GPA:

By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy

Disclaimer

Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.

Resume Overview

School Attended

  • Fairmont State University
  • Northern Virginia Community College

Job Titles Held:

  • Customer Service Escalation Manager
  • Service Experience
  • Contact Center Supervisor

Degrees

  • Bachelor of Science
  • Associate of Science

By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy

*As seen in: