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customer service executive resume example with 5+ 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

Enthusiastic customer service professional with 5+ years of experience working as a liaison between consumers and corporations. Skilled communicator and listener with a knack for remedying conflict, and keen organizational skills which allow for effective delivery of outstanding service. Maintain the highest level of integrity; dedicated to providing reliable and friendly service without ever compromising the reputation or competencies of the organization. Highly motivated and outgoing individual with five years of management experience. Competent team player who can successfully inspire fellow colleagues. Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Skills
  • Business Development Understanding
  • Microsoft office (Word, Excel, Outlook and more)
  • Problem-Solving Ability
  • Computer Proficiency
  • Customer Service
  • Effective client service skills; strong interpersonal skills; and ability to interact effectively with clients, peers, and management
  • Strong organizational skills, process development and refinement skills
  • Excellent verbal and written communication skills, including telephone communication and active listening with experience in building customer relationships
  • Strong organizational skills, ability to prioritize, and focus on details
  • Strong writing skills, proofreading, attention to detail required
  • Demonstrates analytical skills in organization, planning, and research
  • Proven situational leadership, coaching and development skills. (REQ.)
Work History
Customer Service Executive, 01/2020 to 12/2022
G4sBonita, CA,
  • Attend to over 60+ calls per day.
  • Employed comprehensive benchmarks to establish and monitor customer service standards.
  • Provided primary customer support to internal and external customers.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Evaluated interactions between associates and customers to assess personnel performance.
  • Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
  • Made reasonable procedure exceptions to accommodate unusual customer requests.
  • Provide support to clients both deskside and remotely .
  • Correct faults and provide resolution of complex problem tickets.
  • Perform PC and network troubleshooting and upgrades.
  • Network support and troubleshooting.
  • Perform network analysis and capacity planning.
  • Assist in creation of processes and procedures for client network operations.
  • Contribute to administration of network backup and disaster recovery.
  • Contribute to planning and implementation of multiple projects.
Client Relations Specialist, 01/2018 to 01/2020
Cetera Financial GroupNorth Pole, AK,
  • Used consultative sales techniques to understand customer needs and recommend relevant products and services.
  • Liaised with sales, marketing and management teams to develop solutions and accomplish shared objectives.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
  • Provided accurate information about promotions, customer programs and products, helping drive high customer retention.
  • Answered 50+ incoming calls daily and provided customers per training guidelines.
  • Provided excellent quality customer service by patiently listening and communicating company policies with empathy.
  • Maintained positive attitude at all times in fast-paced environment.
  • Received positive feedback rating of 96% based on customer satisfaction surveys.
  • Run, maintain, reconcile, review, combine, analyze and validate financial data sets, utilizing financial reports, financial databases, and key financial information often from multiple systems.
  • Assist in preparation of basic management information reports
Tier 3 Technical Support Representative, 01/2017 to 01/2019
SpectrumCity, STATE,
  • Analyzed and developed service goals for in-bound call center.
  • Tracked KPIs and created continuous improvement plans.
  • Increased customer satisfaction ratings to 96%.
  • Managed customer contact center with 73 support representatives.
  • Support Full service gross (FSG) new business generation by helping groups’ senior banker(s) introduce opportunities and encouraging ongoing dialogue between investment banking industry and product teams and potential private equity clients.
  • As team’s primary Client Contact Specialist (CCS), schedules appointments for Advisors by proactively contacting “unassigned” clients and manages Advisors calendar. In advisors absence, manage voice and emails to ensure clients are responded to in timely manner
  • Goal Management success as measured within Performance Management System.
  • Overall professional demeanor and embodiment of corporate core values as measured by six (6) core competencies
  • Quality of customer service as monitored by SMARSH, CIC, LYNC, and Quality Management.
  • Number of Contact Attempts to both assigned and unassigned clients.
  • Participates in projects related to business’ and team’s overall business priorities.
Education
Associate Of Applied Science: Public Health, Expected in 11/2023 to University of North Texas - Denton, TX
GPA:
High School Diploma: , Expected in 06/2019 to Juan Seguin High School - Arlington, TX,
GPA:
Accomplishments
  • Boosted customer call intake from an average of 40 daily calls to 60 calls by asking open-ended questions and making effective suggestions.
  • Mentored new customer service representatives in telephone etiquette and problem solving skills, improving their overall confidence and enabling them to begin taking calls within days of hire.
  • Developed a new telephone script that was positively received by customers and so impressive that management implemented it for the entire department.
Languages
English:
Native or Bilingual
Negotiated:

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Resume Overview

School Attended

  • University of North Texas
  • Juan Seguin High School

Job Titles Held:

  • Customer Service Executive
  • Client Relations Specialist
  • Tier 3 Technical Support Representative

Degrees

  • Associate Of Applied Science
  • High School Diploma

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