customer service representative resume example with 13+ years of experience
Jessica
Claire
resumesample@example.com
(555) 432-1000,
, , 100 Montgomery St. 10th Floor
Summary
Dedicated Customer Service Representative talented at processing high volumes of error-free transactions and meeting departmental goals. Offers over 20 years of experience in customer service, retention and problem resolution. Smoothly manages conversational flow and diffuses difficult customer situations. Personable and dedicated Customer Service Representative with extensive experience in banking and call center industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Skills
- Credit card payment processing
- Report creation
- Report generation
- Retail sales customer service
Education and Training
Gateway Technical College Kenosha, WI Expected in ā ā : Health Unit Coordination - :
Experience
Pugs Gear - Customer Service Representative
Richmond, VA, 05/2015 - 12/2020
Richmond, VA, 05/2015 - 12/2020
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Educated customers on special pricing opportunities and company offerings.
- Documented conversations with customers to track requests, problems and solutions.
- Assisted customers in making payments on accounts and setting up payment plans.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Upheld strict quality control policies and procedures during customer interactions.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Reviewed customer account information to determine current issues and potential solutions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Consulted with customers to determine best methods to resolve service and billing issues.
- Supported operational improvements and resolution of problems to deliver top-notch customer service.
- Created and implemented process improvements to reduce workloads and bolster callback efficiency.
Asbury Automotive - Collections Specialist
Decatur, GA, 02/2013 - 04/2015
Decatur, GA, 02/2013 - 04/2015
- Notified customers of delinquent accounts with attempt to collect outstanding amounts.
- Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals.
- Processed payments over phone and set up recurring drafts.
- Received payment and posted to appropriate customer accounts.
- Arranged for debt repayment and established repayment schedule based on customer finances.
- Recorded and updated customer personal accounts with accurate contact information.
- Met demands of busy collections group by performing high volume of daily calls.
- Reviewed accounts to determine payment plan compliance.
- Recorded information about customers' financial status and collections status efforts.
- Located and monitored overdue accounts using billing system to begin collections process.
- Negotiated credit extensions to assist customers in paying overdue accounts.
- Located debtors by utilizing skip tracking and other strategies.
- Completed skip traces on customers failing respond to collection efforts.
- Overcame objections by applying advanced training and persuasion techniques.
- Conveyed current account information and obtained payments by using pre-scripted statements.
- Negotiated rates with customers and entered payments into accounting system.
Pacific Medical Centers - Health Unit Coordinator
Polson, MT, 07/2010 - 11/2012
Polson, MT, 07/2010 - 11/2012
- Communicated with patients and medical staff to convey important information and facilitate smooth unit operations.
- Maintained unit supplies and equipment for medical staff and patient care needs.
- Scheduled medical appointments and transportation for 30 patients.
- Transcribed physicians' orders to aid in medical care and minimize medical errors.
- Prepared detailed reports and unit documentation and distributed completed files.
- Responded to patient call lights quickly and expedited appropriate follow-through.
- Conducted unit greetings and orientations for newly admitted and transferred patients.
- Backed up floor staff by keeping patients' rooms clean and orderly.
- Led planning and achievement of goals and objectives consistent with agency mission and philosophy.
- Created and maintained accurate and confidential patient files according to regulatory mandates.
- Maintained office supplies inventory by checking stock and ordering new supplies as needed.
- Contacted other medical facilities to confirm medical histories and prevent inaccurate diagnoses.
- Kept office spaces well-stocked with administrative and medical supplies.
- Managed incoming telephone calls, including taking messages and directing callers to personnel.
- Prepared new charts, updated existing charts and managed records transfers between offices.
- Transcribed physicians' notes and entered data into electronic chart management software.
- Adhered to HIPAA requirements to safeguard patient confidentiality.
- Assisted with hospital admissions and paperwork.
Save-A-Lot - Assistant Store Manager
Bel Air, KY, 01/2007 - 06/2010
Bel Air, KY, 01/2007 - 06/2010
- Assisted in overall day-to-day operations of store, including continuous development of effective store associates to achieve desired sales and results.
- Completed frequent walk-throughs and directed team members to correct issues impacting store appearance or professionalism.
- Coached and developed store associates through formal and informal interactions.
- Oversaw aspects of maintenance, inventory and daily activity management.
- Supervised cashiers in processing credit, debit, and cash payments to streamline sales.
- Conducted analysis to address productivity and improve employee morale.
- Assessed, optimized and elevated operations to target current and expected demands.
- Oversaw daily operations of store, including inventory and supply restocking, cash-handling and assisting customers.
- Assisted customers, answered questions and resolved problems for stellar customer service.
- Oversaw daily operations by delegating tasks, managing shift changes and conducting keyholder duties to open and close business.
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Resume Overview
School Attended
- Gateway Technical College
Job Titles Held:
- Customer Service Representative
- Collections Specialist
- Health Unit Coordinator
- Assistant Store Manager
Degrees
- Some College (No Degree)
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