LiveCareer-Resume

customer service representative resume example with 20+ years of experience

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Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000, resumesample@example.com
Professional Summary

Hardworking Customer Service Representative with several years of experience working in a remote call center environment from retail to third party marketplace health insurance. Trained in project and time management with extensive knowledge of retail and obamacare and proven multitasking abilities. Committed to maintaining professional relationships with clients to increase profitability and drive business results.

Skills
  • Credit card processing
  • Order Fulfillment
  • Good listening skills
  • Key holder experience
  • Professional telephone demeanor
  • Receiving support
  • Shipping procedures understanding
  • Complaint resolution
  • Inbound and Outbound Calling
  • Multi-line phone talent
  • Money handling abilities
  • Strategic sales knowledge
  • Technical Support
Work History
01/2018 to Current Customer Service Representative Coen Markets, Inc. | Canonsburg, PA,
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
  • Addressed escalated customer service issues sent from other queues and department teams to save customer relationships.
  • Helped customers every by approaching conversations with positive attitude and maintained a extremely high score on my CSATs.
  • Documented and detailed calls and complaints using call center's CRM database.
  • Educated customers on current promotions, upgrades or new offerings available under current plan.
  • Referred complex issues relating to online order system or technology to help desk for further evaluation.
  • Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
  • Entered customer interaction details in orn to track requests, document problems and record solutions offered.
  • Answered up to 200 plus incoming calls in busy, fast-paced global call center.
  • Resolved customer complaints and addressed emergency requests and needs.
  • Conferred with customers about concerns with products or services to resolve problems and drive sales.
  • Processed detailed payments methods and transferred customers to billing department for payment or further questions regarding bill.
01/2001 to 05/2019 Cosmetologist Hyatt | Lenox, MA,
  • Assessed customer hair texture, treatment history and desired outcome to identify appropriate services.
  • Sanitized and cleaned massage therapy and common rooms.
  • Supported reception efficiency by taking phone calls, inputting appointments and collecting payments.
  • Attended regular trainings and workshops to maintain cosmetology license and stay current on technique and skills.
  • Sanitized and organized station and tools by using barbicide and alcohol.
  • Answered phone calls and emails to schedule client appointments.
  • Grew sales 80% in 6 months with great work ethic, individualized beauty care plans and positive attitude.
  • Suggested treatments and styles to suit customers' appearance and desired look.
  • Spoke with clients regarding health history, expectations, services and procedures for over 100% customer satisfaction.
  • Provided haricuts by myself for gorgeous results.
  • Processed payments by entering sales in register.
  • Booked appointments, answered phones, greeted clients, handled payments and created client service tickets for salon with over 80 daily customers.
  • Consulted with new clients, asking appropriate questions to understand needs and expectations for hair color, style and care.
  • Recorded notes for future reference, including customer preferences and services delivered.
05/2018 to 01/2019 Customer Service Representative Coen Markets, Inc. | Pittsburgh, PA,
  • Consulted with outside parties to resolve discrepancies and create effective solutions.
  • Managed modifications by detecting and correcting coding errors, decreasing error rates 80%.
  • Performed needs analysis to obtain information required to make appropriate health insurance product recommendations.
  • Verified insurance coverage by telephone and online to guarantee proper reimbursement of benefits and estimate patients' financial responsibilities.
  • Contacted insurance companies to discuss and resolve unpaid claims and incorrectly paid claims.
  • Answered several of inbound calls per day from existing and future policyholders to answer inquiries and discuss insurance options.
  • Determined financial needs by assessing existing coverage and aligning new products and services with long-term goals.
  • Displayed consistent, positive attitude towards customers, peers and other personnel, even during high-stress situations.
  • Built relationships with clients through active listening and rapport talents to provide excellent service.
  • Responded to customer calls within 24 hours to swiftly resolve issues and answer questions.
02/2016 to 03/2018 Call Center Customer Service Representative La-Z-Boy, Inc. | Montgomery, AL,
  • Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
  • Helped several customers every day by approaching conversations with positive attitude and rapport.
  • Documented and detailed calls and complaints using call center's CRM database.
  • Researched issues through identification of similar past problems and recommended most appropriate solution.
  • Answered up to 100 incoming calls in busy, fast-paced global call center.
  • Resolved customer complaints and addressed emergency requests and needs.
Education
Expected in 06/1989 to to High School Diploma | Laurel County High School, London, KY, GPA:
Expected in 09/2000 to to Associate of Arts | Cosmetology E.S.H.D, Richmond Ky, GPA:
Accomplishments
  • Customer Relations - Earned highest marks for customer satisfaction, company-wide with phenomenal CSAT rating consistently
  • Documented and resolved escalated which led to phenomenal CSAT score results.
  • Excellence in commit adherence.
  • Have certifications in quality, quantity, and attendance awards available upon request.
Certifications
  • Salesforce
  • Adobe Certified Expert (ACE) - Photoshop
  • Sales Essentials Certificate
  • First Aid/CPR Certified

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Resume Overview

School Attended

  • Laurel County High School
  • E.S.H.D

Job Titles Held:

  • Customer Service Representative
  • Cosmetologist
  • Customer Service Representative
  • Call Center Customer Service Representative

Degrees

  • High School Diploma
  • Associate of Arts

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