customer service rep ii resume example with 20+ years of experience

Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000,
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.
  • SAP training in OE,Purchasing, drop shipping
  • Wamos creation and support with training
  • Report Creation
  • Report Generation
  • Transaction Processing
  • POS Systems and Ordering Platforms
  • Courteous with Strong Service Mindset
  • Creative Problem Solving
  • Responding to Difficult Customers
  • Building Customer Trust and Loyalty
  • Efficient and Detail-Oriented
  • Issue and Complaint Resolution
  • Calm and Professional Under Pressure
  • Verbal and Written Communication
  • Data Entry
  • Understanding Customer Needs
  • Customer Service
  • Multitasking and Prioritization
  • Upbeat and Positive Personality
  • Order and Refund Processing
  • Data Entry and Maintenance
  • Upselling Products and Services
  • De-escalation Techniques
  • System Implementation
  • Adaptive Team Player
  • Sales Expertise
  • Stockroom Procedures
  • Product Organization
  • Courteous Demeanor
  • Technologically Savvy
  • Data Evaluation
  • Office Equipment Proficiency
  • Inbound and Outbound Calling
  • Process Optimization
  • Quality Control
  • Project Management Abilities
  • Fleet Dispatching
  • Customer Relations
  • Microsoft Office Expertise
  • Quality Assurance Controls
  • Shipping and Receiving Understanding
  • Freight Operations
  • Problem-Solving Abilities
01/2001 to Current Customer Service Rep II Mclane | Tracy, CA,
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Educated customers on special pricing opportunities and company offerings.
  • Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
  • Fielded customer complaints and queries, fast-tracking for problem resolution.
  • Upheld quality control policies and procedures to increase customer satisfaction.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • 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.
  • Developed strong customer relationships to encourage repeat business.
  • Used proven techniques to de-escalate angry customers during telephone interactions.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Improved customer service wait times to mitigate complaints.
  • Mentored new employees on procedures and policies to maximize team performance.
  • Trained new hires on products and services, best practices and protocols to reduce process gaps.
  • Rolled out operational improvements and solutions to deliver top-notch customer service.
01/2001 to Current Billing & Dispatch Manager Mark VII Equipment | City, STATE,
  • Maintained confidentiality on all patient record data.
  • Worked with [Software] to create and submit large numbers of client invoices each day.
  • Sent meticulous and accurate bills to collect payment from customers according to company protocol.
  • Drafted reports, contacted customers and reconciled transactions after conducting research into inquiries.
  • Tallied transactions, verified pricing and rectified errors in system.
  • Added GPS to entire fleet
  • provided national tech support for tablet rollout to 100+ employees
08/1996 to Current Misc Positions Mark VII Equipment | City, STATE,
  • Checked customer orders, labeling and documentation prior to shipment to avoid delays.
  • Rejected deliveries containing damaged items or shortages and corresponded with shipper to rectify issues.
  • Checked items to be shipped against work orders to confirm correct quantities, destination and routing.
  • Prepared packages for shipping and determined most economical shipping methods.
  • Organized deliveries by sorting and stocking receivables
  • Identified order discrepancies and damaged items and notified supervisor.
  • Compared bills of lading against actual merchandise received, inspected for damaged goods and coordinated distribution to correct departments.
  • Tracked inventory levels, handling aspects of shipping and receiving and kept accurate records.
  • Prepared documentation to track and report on damaged or missing items.
  • Contacted transport companies and suppliers to expedite, trace, or return shipments.
  • Logged inbound and outbound discrepancies for wrong products, incorrect quantities and damages.
  • Worked closely with systems analysts, engineers and programmers to understand limitations, develop capabilities and resolve software problems.
  • Conferred with project managers and other stakeholders to fully understand software design specifications and plan optimal development approaches.
Education and Training
Expected in 1996 to to High School Diploma | Arvada High School, Arvada, CO, GPA:
Activities and Honors
  • received multiple awards over the course of 26 years including employee of the month and several individual contribution awards

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Resume Overview

School Attended

  • Arvada High School

Job Titles Held:

  • Customer Service Rep II
  • Billing & Dispatch Manager
  • Misc Positions


  • High School Diploma

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