customer service rep resume example with 16+ years of experience

Jessica Claire
, , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - - - -
Highly motivated Sales Associate with extensive customer service and sales experience. Outgoing sales professional with track record of driving increased sales, improving buying experience and elevating company profile with target market.
  • Strong interpersonal & communication skills
  • Proficient with Microsoft
  • Office System
  • Slack and Teams Systems
  • Data Entry and Maintenance
  • 55 wpm Typing Speed
  • Salesforce. Ability to work collaboratively as part of a team
  • Problem Solving Leadership
  • Meticulous attention to detail
  • Excellent Organizational skills
  • Poised under pressure.
  • Highly personable professional with over 15 years of experience in Customer service, Account management, tech support, sales of products and services, security and call-Center operations within Telecommunications industry and Payroll/Bookeeping
  • Providing care for individuals with mental
  • And physical disabilities. Talent for
  • Identifying people needs and presenting
  • Appropriate company product and service
  • Recommendations. Demonstrated ability to
  • Gain customers trust, and provide
  • Exceptional follow-up, leading to increased
  • Repeat and referral business. Expertise in
  • POS Systems and Ordering Platforms
  • Understanding Customer Needs
  • Creative Problem Solving
  • Calm and Professional Under Pressure
  • Order and Refund Processing
  • Customer Data Confidentiality
  • CRM Software
  • Issue and Complaint Resolution
  • Transaction Processing
  • Building Customer Trust and Loyalty
  • Verbal and Written Communication
  • Resolving escalated customer service issues.
  • Secured numerous company
  • Achievements awards and bonuses for
  • Delivering exceptional customer
  • Service. Outstanding management
  • Experience with the ability to make
  • Executive decisions.
  • Report Creation
  • Credit Card Payment Processing
  • Report Generation
10/2021 to Current
Customer Service Rep Taylor Corp Minneapolis, MN,
  • Processes orders , answer questions, respond to concerns, billing issues, placing orders, shipping and tracking
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Offering
  • Healthcare programs and alleviated delicate situations with professionalism and sensitivity
  • Sales of products and services well as basic technical support
  • Data entry, high volume inbound calls
  • Assisting customer with making recommendations using email support, chat
  • Providing excellent verbal and written communication skills working in a fast-paced structured environment answering numerous inquiries while providing excellent customer service
  • Using different applications such as salesforce, Microsoft office, teams, slack and Sharepoint.
  • Educated customers on special pricing opportunities and company offerings.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Consulted with customers to resolve service and billing issues.
  • Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
  • Made outbound calls to obtain account information.
  • Researched and resolved employee payroll questions and issues via email, phone and in person.
  • Managed payroll and time and attendance systems.
09/2015 to Current
Community Care Worker III Texas Health & Human Services Commission San Angelo, TX,
  • Determines needs and eligibility for Community Care for the Aged and
  • Disabled(CCAD) services
  • Work involves conducting home visits, as well as work from home making outbound calls interviewing individuals who are older or have a disability, documenting information, determining need for services and developing service plans; verifying data, explaining program benefits and requirementsofprogram paid by Medicaid benefits, data entry, managing clients budget for year of services and referring individuals for appropriate services, and assuring authorizations are registered in automated systems
  • Authorizes and monitors CCAD services to determine if services are meeting the individual's needs.
  • Entered personal, medical and financial information of clients into SASO database to establish and maintain accurate records reflecting benefits received and ongoing eligibility.
  • Built strong and trusting rapport with clients and loved ones.
  • Monitored health and well-being of clients and reported significant health changes.
  • Delivered continuous supervision and support for client cases, monitoring physical condition and evaluating efficacy of services provided in resolving client needs.
  • Coordinated with government officials, medical professionals and other key players in resolving obstacles to timely access to assistance.
  • Collaborated with members in broader community to locate individuals in need of assistance, promote agency support and direct resources to maximize program impact.
  • Updated client case records with new medical and income status and documentation of benefits received to keep records current as cases progressed.
  • Prepared reports on needs and eligibility of individual applicants to advise for or against approval for assistance programs.
  • Interpreted policies and coordinated administration of client services, managing transitions into and out of nursing homes, assisted living communities and Medicaid waiver programs.
  • Interviewed clients to develop comprehensive understanding of personal information, functional needs and sources of income, reconciling claims with available documentation.
  • Reviewed case files to evaluate applicant eligibility for government assistance programs and identify appropriate benefits corresponding to functional needs of clients.
  • Gathered documentation to determine applicant income level and identify Title XX and other appropriate assistance programs with eligibility based on personal finances.
12/2012 to 09/2015
Human Service Technician Bcfs New York, NY,
  • Provide direct care for individuals with intellectual and physical disabilities in a classroom teaching them various computer programs as well as teaching them communication skills using various communication devices
  • Educating them on independent tasks.
  • Prepared documents necessary to initiate, continue and modify public assistance.
  • Conducted assessments of family strengths, needs and barriers.
  • Completed accurate legible documentation for client profile as outlined by policy, reports and observations.
  • Maintained daily living standards by assisting clients with personal hygiene needs.
  • Supervised medication administration, personal hygiene and other activities of daily living.
  • Followed care plan and directions to administer medications.
  • Developed strong and trusting rapport with patients to facilitate smooth, quality care.
  • Engaged with patients and families to provide emotional support and daily living instruction.
  • Transported patients to medical, dental and personal care appointments.
  • Aided with mobility and independence for disabled individuals and continually monitored safety.
  • Cultivated relationships with residents to support happiness and emotional well-being.
  • Improved resident and staff engagement through group activities.
03/2010 to 02/2013
Direct Care Staff Member Murphy Usa, Inc. Marion, IA,
  • Documented client progress and services performed, reporting changes in client condition to manager or supervisor.
  • Cared for individuals or families during periods of illness or convalescence, providing companionship, personal care or help in adjusting to new lifestyles.
  • Entertained or read aloud to patients to improve mental health and alertness.
  • Administered medications or treatments as directed by physician or nurse.
  • Applied clean dressings, stockings or support bandages under direction of nurse or physician.
  • Cleaned, groomed or draped patients to prepare for surgery, treatment or examination.
  • Exercised comatose, paralyzed or restricted mobility patients to maintain flexibility and muscle tone.
  • Transported specimens or pharmacy items along with proper documentation to authorized personnel.
  • Maintained clean and well-organized environment for client happiness and safety.
  • Transported clients to doctor's appointments and errands.
  • Enhanced patient wellbeing by supporting participation in recreational activities.
  • Supervised medication administration, personal hygiene and other activities of daily living.
  • Tracked and reported clients' progress based on observations and conversations.
  • Followed care plan and directions to administer medications.
  • Monitored client's well-being, safety and comfort under physician direction.
  • Developed strong and trusting rapport with patients to facilitate smooth, quality care.
  • Aided with mobility and independence for disabled individuals and continually monitored safety.
  • Assisted individuals in learning and developing new skills.
  • Used approved crisis intervention techniques in emergency situations.
  • Assisted with planning and coordination of activities and outings based on individual needs.
  • Provided direct care to individuals with intellectual and developmental disabilities, fostering activities of daily living.
10/2008 to 02/2010
Assistant Manager Family Dollar City, STATE,
  • Delegated tasks and communicated expected deadlines to team members, supervising task completion.
  • Observed team members interacting with customers and privately offered feedback and coaching to improve skills.
  • Greeted customers and offered assistance in finding needed items.
  • Supervised bank deposits and inventory receipts as part of closing procedures.
  • Developed loyal customer base through engagement and capture of customer phone and e-mail information.
  • Inspected store interior and exterior to check merchandise presentation and proper signage.
  • Maintained retail store presentation by overseeing merchandise replenishment, customer courtesy and inquiry response.
  • Trained, managed and motivated employees to promote professional skill development.
  • Recruited and hired individuals demonstrating passion, dedication and added value to team.
  • Represented integrity and professionalism in business, serving as mentor and role model to staff.
  • Accurately managed shipment processing, providing direction to associates and overseeing inventory activities.
  • Implemented standard operating procedures, training programs and office management systems to train workers and streamline workflows.
  • Implemented effective customer service surveys to encourage feedback.
  • Assisted with training new cashiers and customer service team members to increase speed of onboarding.
  • Processed payments promptly for customers to exceed productivity standards.
  • Inventoried stock and placed new orders to maintain supplies for expected demand.
  • Answered customer questions and provided store information.
06/2006 to 10/2008
Tier 2 Customer Service Representative Verizon Wireless City, STATE,
  • Assisted customers with various types of technical issues via email, live chat and telephone.
  • Supported customers with online billing, access and account issues.
  • Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
  • Served as first point of contact for incoming technical service calls and emails.
  • Handled customer service issues by providing guidance or escalating for advanced support.
  • Monitored support activity trends to create problem resolution and solution reports.
  • Collaborated with technical staff to establish goals and objectives for system improvements and upgrades.
  • Assisted customer in understanding products, components and systems using technical demonstration.
  • Created and implemented new troubleshooting processes, improving efficiency and customer satisfaction while reducing costs.
  • Used remote login tools to assist clients with technical and product questions.
  • Demonstrated advanced product knowledge to solve customer issues.
  • Worked with internal teams to deliver accurate information to customers and service accounts.
  • Walked customers through common phone hardware and software configurations to maximize service functionality.
  • Dispatched vendors to perform onsite service to mitigate problems beyond scope of telephone troubleshooting.
  • Increased technical knowledge by reading trade publications, operating manuals and diagnostics information.
  • Used proactive monitoring procedures and tools to identify problem prevention opportunities.
  • Welcomed guests and asked open-ended questions to best determine which products would meet needs.
  • Explained latest promotions, sales incentives and offerings to promote savings and drive sales.
  • Encouraged customers to consider purchasing accessories and warranties, resulting in successful upselling and cross-selling.
  • Demonstrated and sold mobile devices to guests, showcasing latest product features and capabilities.
  • Developed long-term relationships with repeat customers through building credibility in product expertise and personal integrity in salesmanship.
  • Detailed product features for customers to provide information for best decisions based on personal needs.
  • Researched and analyzed monetary figures involved in monthly subscription plans and explained commitments and charges to interested guests.
Education and Training
Expected in 05/1994 to to
High School Diploma:
Parkview Baptist School - Sulphur, LA,
Expected in to to
Lamar Institute of Technology - Beaumont, TX

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Resume Overview

School Attended

  • Parkview Baptist School
  • Lamar Institute of Technology

Job Titles Held:

  • Customer Service Rep
  • Community Care Worker III
  • Human Service Technician
  • Direct Care Staff Member
  • Assistant Manager
  • Tier 2 Customer Service Representative


  • High School Diploma
  • Some College (No Degree)

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