(555) 432-1000,
, , 100 Montgomery St. 10th Floor

Seeking an opportunity as a Customer Service Coordinator in a fast paced work environment.

  • Focused on customer satisfaction
  • Conflict resolution techniques
  • Customer service expert
  • Active listening skills
  • Energetic work attitude
  • Social media
Middlesex Community College Bedford, MA Expected in Associates Degree : Business Administration/Business Finance - GPA : Business Administration/Business Finance
Airport Terminal Services Inc - Account Manager
Long Beach, CA, 06/2018 - 11/2019
  • Managed accounts such as Amazon, UNFI and Chewy.
  • Developed and maintained long-term relationships with our clients.
  • Handled and resolved escalated client calls and emails.
  • Processed orders and documented client requests in IFS.
  • Worked with our 3PL teams to make sure orders were processed and shipped in a timely manner.
  • Worked with our inventory specialists to secure products for shipping.
  • Made sure our warehouse had enough product In stock to allocate to orders.
  • Worked with our sales representatives on price and contract changes.
Universal Music Group, Inc. - Customer Service Manager, Ecommerce
Santa Monica, CA, 05/2017 - 06/2018
  • Managed the transition from Tradeglobal to a new outsource call center Radial.
  • Managed 80 agents by providing resources they needed to adequately resolve customer's complaints.
  • Handled all Better Business Bureau requests, escalated calls and social media requests.
  • Created new processes and procedures to help streamline customer contacts.
  • Trained agents on first call resolution and on all new procedures.
  • Completed Customer Service reporting weekly to identify trends, track our team metrics and make sure my team was hitting their SLA's.
  • Used Salesforce/Demandware daily.
  • Used Jesta to search for warehouse issues.
  • Used Bazaarvoice daily to respond to customer reviews as well as developing reports.
  • Assisted my team with web content.
  • Assisted our marketing team with social media promotions.
Keurig Green Mountain, Inc. - Consumer Care Lead Representative
City, STATE, 09/2009 - 05/2017
  • Handled various escalated consumer calls, emails, letters, social media posts and processed customer orders.
  • Documented all consumer transactions in Siebel our CRM system.
  • Worked closely with other departments to assist the consumer, identified trends and provided feedback.
  • Troubleshot brewers and website issues with consumers.
  • Tracked my team member's call metrics through Cisco Finesse.
  • Implemented new processes and procedures in Knowledge Management Salesforce.
  • Seized selling opportunities through knowledge of products.
  • Worked cooperatively with peers and other departments, keeping appropriate individuals informed.
  • Checked in with my team members daily to make sure they had the resources they needed to adequately resolve customer's complaints.
  • Trained my team on new processes and procedures.
  • Coached agents on their performance so they met yearly goals.
  • Assisted the Keurig social media team moderating social channels including Facebook, Twitter, reviews, Bazaarvoice and Webcollage.
  • Provided our branding team with customer feedback and data.
Additional Information
  • High school varsity basketball all 4 years - captain, senior year.
  • Graduated from Catherine Hinds Institute of Esthetics June of 2003, twelve hundred hour and clinical program. 

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School Attended

  • Middlesex Community College

Job Titles Held:

  • Account Manager
  • Customer Service Manager, Ecommerce
  • Consumer Care Lead Representative


  • Associates Degree

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