customer service representative 1 resume example with 15+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:
  • :

Positive, upbeat customer service representative bringing more than 12+ years of customer-facing experience along with on the phone expertise in fast-paced environments. Highly adaptable to addressing diverse customer needs. Proven history of building trust with all of my customers to promote satisfaction, resolves concerns and maintaining long-term loyalty.

  • Kaiser Permanente Contact Center Experience
  • Perfect Attendance
  • Microsoft Office Expertise
  • Inbound and Outbound Calling
  • Takes Full Accountability For My Actions
  • Quality Assurance Controls
  • Pays Close Attention To Detail
  • Clerical Support
  • High Energy Attitude
  • Interpersonal Skills
  • Proficient Time Management
  • Open To Constructive Criticism and Growing
Customer Service Representative 1, 11/2021 - Current
Goodman Manufacturing Irvine, CA,


  • Manage customer conflicts and challenging situations by staying calm and accessing internal knowledge bases to develop strategic solutions on a daily basis.
  • Provided above and beyond professional customer service and issue resolution to increase QA satisfaction levels.
  • Worked with external representatives like the Appointment & Advice Call Center for example to address customer needs.
  • Displayed strong telephone etiquette, effectively handling difficult calls.
  • Maintaining an average range of 89 - 96% of my Adherence metric while being on the phone servicing our members.
  • Multi-tasking & Adhering to breaks & lunches on time.
  • Providing our members with accurate information along with navigating/directing them to where they would be able to locate the same information like the website, telephone numbers, etc for example. In return giving them the ability to DIY, saving them time from a long wait to speak with a CSR & allowing me more time to assist the next member calling in.
  • Updating Demographics for our members.
Customer Success Specialist, 11/2020 - 11/2021
Ul Charlotte, NC,


  • Informs customers about billing procedures, processed payments and provided payment option setup assistance.
  • Exceed my daily metrics goals that are measured by my AHT(Average Handle Time), Hold Time, and ADH(Adherence).
  • Answered customer questions and addressed concerns, resulting in 76% reduction in complaint calls.
  • Effectively processes calls in a systematic and organized way following the Call Center scripts, policies and procedures that Wells Fargo Bank has provided to me towards my success.
  • Exceeds company productivity standards 100% on consistent basis.
  • Reviewed account and service histories to identify trends and issues.
  • Uphold privacy and security requirements to always make sure that all of my customers information is always processes in a safe environment.
  • Answer 125+ inbound calls per day and directed to designated individuals or departments.
  • Handles continuous inbound telephone volume
  • Identifies the purpose of the member's call and processes the call according to the appropriate script.
General Manager, 09/2018 - 11/2020
Bearcom Atlanta, GA,

ROLES AND RESPONSIBILITIES AS A RESTAURANT MANAGER: Coordinating daily restaurant management operations. Delivering outstanding food and beverage services while still maximizing customer satisfaction. Responding efficiently and accurately to restaurant customer complaints. Appraise staff performance and provide feedback to improve productivity. Created detailed reports weekly, monthly and annually while using Microsoft products such as Excel, Word and PowerPoint.
 Identified and/or proposed ways to improve customer service. Received and relayed information regarding reservation cancellations.
 Proved my ability to perform multiple tasks and work in a fast-paced environment independently and also as a well rounded team player.
- Excellent attendance record. I also performed job functions without constant supervision. I always kept a leadership mentality, while being on the clock and naturally off of the clock.


  • Inspected preparation and storage equipment regularly to assess and maintain performance for cost-effective, safe operations
  • Set schedules for [20] staff by planning and designating shifts and hours
  • Prepared restaurant business plan by reviewing demands, analyzing competitors and developing projections for sales and finances
  • Oversaw balancing of cash registers, reconciled transactions and deposited establishment's earnings to bank on a daily basis
  • Purchased food and cultivated strong vendor relationships
  • Trained staff on proper cooking procedures as well as safety regulations and productivity strategies
  • Maintained kitchen cleanliness and sanitation through correct procedures and scheduled cleaning of surfaces and equipment
General Manager, 02/2007 - 09/2018
Bearcom Beaumont, TX,


Were that of the same responsibilities I had acquired of being a natural born leader. I opened and closed the store. A normal routine for me was counting product inventory which pertained to meats, flour, dough, etc. I also did the banking part for the company as well, I had to match all of the money drops for the next day to make sure everything coincided with the receipts. Also counting down all registers at open or close so I could guarantee the deposits matches and the companies funds were where they should be. I operated a digital cash register, where I accepted cash, debit/credit cards and sometimes checks. I also did the weekly schedule for all employees. The most employees I've ever managed was an exact number of 20. I never missed a day, even when I was sick. I would just stick it out and do my best to get the job done. I de-escalated upset customers by staying 100% professional, on phone and in person no matter the situation and learned to emphasize with my customers as well. And always did this while keeping a smile on my face and being pleasant and courteous to each and every customer, because they are key to running a successful business.Every year I had received the Perfect Attendance award, which was huge to me because I take pride in whatever company I work for. I also worked extremely well as a team and am capable at training other employees to do so as well.


  • Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality
  • Assessed financial statements and Labor reports to evaluate store performance, develop targeted improvements and implement changes resulting in meeting the store's daily quota
  • Hired, trained and managed all kitchen staff, including employee development, issuing disciplinary action and conducting performance reviews
  • Set and oversaw weekly and special event menu plans for marketing and business advertising purposes
  • Resolved challenging customer complaints to full satisfaction, promoting brand loyalty and maximizing repeat business
  • Educated over 10 years worth of part and full - time employees on menu updates and procedural changes
Education and Training
High School Diploma: , Expected in
Elk Grove Adult And Community Education - Sacramento, CA,
Status -

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Resume Overview

School Attended

  • Elk Grove Adult And Community Education

Job Titles Held:

  • Customer Service Representative 1
  • Customer Success Specialist
  • General Manager
  • General Manager


  • High School Diploma

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