customer service professional resume example

As a customer service professional I serviced three departments being retail, as a supervisor and a representative of the sales audit group.

Under retail department the following were my duties:

• Answer every phone in a friendly and empathetic manner.  
• Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
• Communicated information to customers about product quality, value and style.
• Processed merchandise orders returns, replacement orders and refunds.
• Answered customers' questions and addressed problems and complaints  via phone.
• Place customer orders on a daily basis.
• Cancel order for customer. 
• Place a replacement order for customers when customer call in and report that they have not received their order after their promise delivery date.
• Served as the company's only bilingual Spanish/English customer service representative.
• Educated customers on product and service offerings.
• Kept current on market and product trends to effectively answer customer questions.
• Extended customer subscriptions( in exceptional cases), offering discounts and promotions to ensure high customer retention rates.
• Informed customers about sales and promotions in a friendly and engaging manner via phone. 
• Managed quality communication, customer support and product representation for each customer.
• Developed highly empathetic relationship with customers, booksellers, assistant store managers and store managers.
• Offered exceptional customer service to differentiate and promote the company brand.
• Maintained up-to-date knowledge of store policies regarding payments, returns, replacement orders, rentals and refunds of in store purchases and online. 
• Retrieve receipts for customers that call in a solicit for a copy and submit a report that it may sent to the customer via email. 
• Educate customer on return policy, rental return terms and conditions, refund policies, free drink coupon terms and conditions.
• Resend Starbucks free drink coupon to customer via email.
• Transfer customers to supervisors whenever requested( Do not inform customer that I am part of that team). 
• Transfer customers to digital support team whenever customers call in concerning issues with their NOOK or Samsung tablet device for further assistance. 
• Assist booksellers, other staff members and store managers in assisting customers with their membership issues.
•  Assist booksellers, other staff members and store managers in assisting customers with their ship to home orders issues.
• Providing stores staff with customer receipts information whenever solicited and fully authenticated. 

As a supervisor my duties were the following:

• Assist the customer when requesting for a higher level of management.
• Provide empathy to all situations for customers. 
• Held each team member accountable for achieving  quality performance goals in their reports and handling of the customers concerns.
• Mishandle agents that did not follow proper procedure or not selecting the proper topics and assessments in their report whenever submitting their reports at the end of the day.
• Exercises sound judgment in issuing credits and making exceptions to customer policies to maintain high levels of customer satisfaction.
• Submit reports to higher levels of management whenever a higher level of approval is needed.  
• Assist customers with getting Gift card numbers along with their pin number and balance.
• Submit reports for customers gift cards to be reissued when frozen. 
• Issue refund for customers that wants to cancel, regret their purchase of a membership or do not want to auto-renew their membership if cannot be convinced to not do so otherwise. 
• Place orders for customers on a daily basis. 
• cancel orders for customers.
• Place a replacement order for customers when customer call in and report that they have not received their order after their promise delivery date.
• Issue refunds to customers that call in and report that they have not received their order and not wish to have a replacement order issued.
• Provide customers with appeasement coupons in exceptional situations.
• Assist other agents from other calling centers when customer is requesting for a US representative whenever there is a language barrier issue. 
• Process follow up reports submitted by other agents.
• Transfer customers to digital support whenever calling with issues with their NOOK or Samsung device.
• Transfer customers to sales audit group whenever calling in with issues of unauthorized or unrecognized activity on the credit card or debit card for further assistance ( also do not state that I am member of that team). 
• Maintained up-to-date knowledge of store policies regarding payments, returns, replacement orders, rentals and refunds of in store purchases and online.
• Ensure that there is a report created for every phone call received and are resolved by the end of the day or shift. 

As a Sales Audit Group representative my duties are:

• Answer the phone call in a courteous and empathetic manner, restating the customers or callers reason for calling whenever transferred. 
• Assist the customers or callers in verifying if there was any fraudulent activity in the credit or debit card.  
• If there was fraudulent activity occurring in customers or caller credit or debit card advised customers(callers) of this.
• Furthermore, advise the customers(callers) of the proper procedures to take to protect their personal and financial information.
• Instruct the customers(callers) of the proper procedures to take to protect their personal and financial information especially if they have a https://www.barnesandnoble.com acct. 
• Flag customers(callers) information along with the fraudulent individuals information so that if in the event that they the individuals try to do so it will immediately be stopped by the system so that fraud is prevented.
• Refund order total placed on line to customers or callers original form of payment.
• Submit a report for fraudulent ship to home orders to be refunded in full to the sales audit group 2. 
• Advise customers that in the event they place an order they will need to call us to remove those flags on their information.
• Assist customers that placed an order that got canceled or held by the sales audit group and were advised to call the department to verify why their order was held or canceled.
• Locate customers orders that were held and authenticate their information so that the order can be approved to go through.
• Locate customers orders that were canceled and verify the reason as to why the it was canceled. 
• Advise customers of the reason for cancellation.
• Process manual debit for customers if their any debt outstanding concerning rentals of textbook.
• Process manual debit for customers if their any debt outstanding concerning replacement orders that were sent to the customers and still received they their original order.
• Process manual credit for customers that receive their replacement order and original order and want to keep the replacement order.
• Create a report for the call concerning the fraudulent activity  in all systems for event not top happen again and other agents to be informed of the customers or callers concerns.
• Submit report to the sales audit group 2 to get customers that have outstanding debt and called in to pay their debt after been placed in collections to be removed from the collection agency list by the company.   
• Transfer customers or callers to higher level of management in sales audit group whenever unidentified activity cannot be located in my systems. 
• Maintained up-to-date knowledge of sales audit group policies regarding payments, returns, replacement orders, and rentals. 
• Ensure that there is a report created for every phone call received and are resolved by the end of the day or shift.

As a customer service professional for the retail, supervisor and sales audit group I must follow the standards and policies of the company and commit to assessment done by my quality assurance performance facilitator and my corporate representative.