Customer Service Representative resume example with 18+ years of experience

(555) 432-1000,
Montgomery Street, San Francisco, CA 94105
Professional Summary

Well-qualified Flex Facilitator adept at planning and implementing remote training programs. Authoritative and clear communicator with a charismatic style and insightful approach. Focused on maximizing employee performance, team productivity and quality assurance with effective training programs. Pursuing new professional opportunities with room for advancement.

  • Policy and Procedure Modification
  • Team Leadership
  • MS Office: Proficient
  • Data Analysis / Organization
  • Corporate Communications
  • Compliance Requirements
  • Lesson Planning / Product Demonstrations
  • Staff Management
  • Cross-Training Abilities
  • Employee training
Arlington High School Arlington, TX Expected in 05/1996 High School Diploma : - GPA :
Tarrant County College District Fort Worth, TX Expected in No Degree : General Studies And Liberal Arts - GPA :
  • Licensed: Insurance Service Representative : State of Texas (2002-2018)
  • Certification: Accredited Customer Service Representative: IIAT (2004 - Lifetime) Commercial Insurance
  • Certified Notary: State of Texas (2018-2023)
  • Online Certified Notary: State of Texas (2018-2023)
Work History
Rohm Semiconductor - Customer Service Representative
Novi, MI, 12/2020 - Current
  • Documented and updated customer records in Leave Pro to record interactions and facilitate follow-up.
  • Developed and maintained knowledge of evolving products and services to accurately answer questions and make recommendations based on customer needs.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Maintained up-to-date knowledge of knowledge base changes to assist clients.
JT Roofing Solutions LLC - Office Manager / Workforce Specialist
City, STATE, 06/2018 - 11/2020
  • Mentored junior employees to improve performance, commercial client exceptions and customer service.
  • Maintained current knowledge of all team position requirements.
  • Established and developed highly efficient and dependable administrative team by delivering ongoing coaching and motivation and fostering career advancement.
  • Improved office operations by automating client correspondence, record tracking and data communications.
  • Optimized organizational systems for payment collections, AP/AR, deposits and recordkeeping.
  • Performed billing, collection and reporting functions for office generating over $2,000,000 annually.
  • Produced high-quality documents, spreadsheets and presentations for internal and customer-facing needs using various Microsoft Business Suite and iOS Production Software.
  • Established efficient workflow processes, monitored daily productivity and implemented modifications to improve overall effectiveness of personnel and activities.
Big T Woodworks - Office Manager / Payroll Specialist
City, STATE, 07/2015 - 10/2018
  • Enhanced collaboration between team members by preparing meeting materials and taking clear notes to distribute to stakeholders.
  • Collaborated with human resources personnel to accurately and efficiently track leave time.
  • Processed payroll garnishments such as tax liens and child support.
  • Oversaw Production and Sales departments leave and salary adjustments each Bi-Monthly pay period.
  • Researched payroll errors and processed payments for federal and state taxes, social security, Medicare, and various employee deductions, annuity contributions and retirement plan withholdings.
  • Managed conversion from manual time clock system to implementation of Kronos.
  • Maintained daily bookkeeping report.
  • Managed payroll data entry and processing for 10-20 employees to comply with predetermined company guidelines.
  • Performed calculations in overtime, vacation and sick hours to provide accurate data to payroll processing database.
Texas American Insurers Inc. - Commerical Account Manager/IT Administrator
City, STATE, 06/2002 - 07/2015
  • Maximized team knowledge and productivity by effectively training, monitoring and directing employees in application of best practices and regulatory protocols.
  • Improved organizational filing systems for confidential employee and customer records, resulting in improved accessibility and efficiency.
  • Developed disaster and recovery strategy to prepare company for hazardous weather conditions, nuclear accidents and terrorist attacks.
  • Analyzed retention, loss ratio trends and sales volume to identify areas for improvement.
  • Supported six agents and producers with customer accounts valued around $10,000,000, using various computer management programs, multi-tasking, analytical thinking and extended commerical insurance knowledge.
  • Built relationships with clients through active listening and building trust to provide excellent service.
  • Designed staffing plans for newly opened remote and newly opened office locations, organizing hiring and training scenarios to verify availability of all necessary competencies at each facility.

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Resume Overview

School Attended

  • Arlington High School
  • Tarrant County College District

Job Titles Held:

  • Customer Service Representative
  • Office Manager / Workforce Specialist
  • Office Manager / Payroll Specialist
  • Commerical Account Manager/IT Administrator


  • High School Diploma
  • No Degree

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