Livecareer-Resume
Jessica
Claire
resumesample@example.com
(555) 432-1000,
, , 100 Montgomery St. 10th Floor
:
Objective

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

Highlights
  • Focused on customer satisfaction
  • Conflict resolution techniques
  • Customer service expert
  • Active listening skills
  • Energetic work attitude
  • Social media
Education
Middlesex Community College Bedford, MA Expected in Associates Degree : Business Administration/Business Finance - GPA : Business Administration/Business Finance
Experience
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, Keurig.com 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. 

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.

How this resume score
could be improved?

Many factors go into creating a strong resume. Here are a few tweaks that could improve the score of this resume:

80Good

resume Strength

  • Formatting
  • Measurable Results
  • Personalization
  • Target Job

Resume Overview

School Attended

  • Middlesex Community College

Job Titles Held:

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

Degrees

  • Associates Degree

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

*As seen in: