Customer Service Representative resume example with 18+ years of experience
Jessica
Claire
resumesample@example.com
(555) 432-1000,
Montgomery Street, San Francisco, CA94105
:
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.
Skills
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
Education
Arlington High SchoolArlington, TXExpected in 05/1996 ā āHigh School Diploma: - GPA:
Tarrant County College DistrictFort Worth, TXExpected in ā āNo Degree:General Studies And Liberal Arts - GPA:
Certifications
Licensed: Insurance Service Representative : State of Texas (2002-2018)
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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