Customer Service Representative Resume Example Sequachee Valley Electric Cooperative

CUSTOMER SERVICE REPRESENTATIVE

Summary

Forward-thinking Customer Service Representative proficient in generating high-quality detail oriented work by leveraging tenacious approach and strong attention to detail. Service-oriented and performance-driven with excellent organizational, multitasking and problem-solving abilities.

Skills

Sales monitoring
Product and service knowledge
CSS
Customer rapport
Microsoft Office expertise
Staff development
Staff training and development
Customer relations
Inventory management

Report creation
Credit card payment processing
Problem-solving abilities
Project management abilities
Cross-selling expertise
Security compliance
Customer service skills
Excellent communication skills
Exceptional customer service

Experience

Customer Service Representative - Sequachee Valley Electric Cooperative (So Pittsburg, TN)January 2002 - Current

Cross-trained staff members, resulting in 80% increase in customer satisfaction ratings.
Reviewed account and service histories to identify trends and issues.
Consulted with customers to determine best methods to resolve service and billing issues.
Informed customers about billing procedures, processed payments and provided payment option setup assistance.
Greeted customers to facilitate services, determine service needs and accurately input orders into electronic systems.
Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
Escalated customer concerns, store issues and inventory requirements to supervisors.
Evaluated customer account information to assess current issues and determine potential solutions.
Assisted approximately 125 customers each month with electric service billing questions.
Met or exceeded revenue objectives by promoting Surge Protection to customers during service, account and sales follow-up calls.
Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations.
Addressed customer service inquiries quickly and accurately.
Set up and activated customer accounts to alleviate burden on co-workers and office manager.
Documented conversations with customers to track requests, problems and solutions.
Answered 50+ inbound calls per day and directed to designated individuals or departments.
Created and implemented process improvements to reduce workloads and bolster callback efficiency.
Reduced process lags and effectively trained team members on best practices and protocol.
Delivered high level of service and support to each customer, paving way for future business opportunities.
Worked with managers to develop service improvement initiatives.

Bank Teller - Citizens State Bank (Kimball, TN)May 1999 - December 2001

Verified amounts and integrity of every check or funds transfer.
Conducted special service and account transactions for customers, including ordering checks and placing stop payment orders.
Maintained optimal financial controls by securing funds and making accurate transactions.
Promoted facility security by monitoring customer behaviors and following established protocols to protect individuals and assets.
Identified customer financial needs, goals and objectives and offered appropriate financial products to suit needs.
Entered transactions into computer and issued customer receipts.
Warmly welcomed customers and offered pleasant service during entire transaction, which improved satisfaction ratings by 60%.
Adhered to strict guidelines regarding financial and customer data to avoid breaches and information misuse.
Responded and assisted customers with account inquiries and updates.
Offered to take on additional shifts during holidays and other busy periods to alleviate staffing shortages.
Prepared official checks for customer and internal bank needs.
Identified and reported suspicious behavior to security personnel as appropriate.
Processed new accounts, including checking and savings accounts credit applications.
Cashed customer checks, including verifying identification and checking account balances in accordance with bank policy.
Identified and eliminated errors when balancing ATM transactions, teller cash dispensers and teller cash recyclers.
Assisted customers in bank operations, including opening accounts, accessing safe deposit boxes and ATM operations.
Acquired and maintained knowledge of emerging technologies, including customer virtual interactions.

Secretary - Kirk Veterinary Service (Kimball, TN)May 1998 - May 1999

Created and maintained spreadsheets and developed administrative and logistical reports.
Maintained office supplies by checking stocks and placing orders.
Responded to telephone inquiries from clients and Dr. Kirk and delivered information to inform and educate callers.
Kept reception area clean and organized to offer positive first impression to every visitor.
Maintained office schedule and special event calendars for patients, factoring in availability and expected operational demands to keep workloads in balance.
Assisted with administrative tasks, including filing, answering phones and preparing consultation rooms.
Met incoming customers with professional approach and provided friendly, knowledgeable assistance.

Assistant Manager - McDonald's (Kimball, TN)December 1991 - May 1998

Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership.
Enforced company policies and procedures to strengthen operational standards across departments.
Conducted job interviews, led employee performance evaluations with constructive feedback and rewarded top sales performers to attract and retain top-quality personnel.
Coached and mentored employees by delivering training, guidance and performance monitoring.
Planned and prepared workflow schedules, delegating tasks for 32 member team.
Produced monthly sales and performance reports, supporting operational planning and strategic decision making.
Enhanced sales by implementing merchandising and promotional improvements.
Evaluated employee performance and developed improvement plans.
Initiated inventory control measures to manage and replenish stock, maintain costs and meet customer demands while monitoring clothing, accessory and shoe levels.
Maintained positive work ethic and commitment to providing excellent service to improve operations efficiency and customer satisfaction.
Provided leadership and direction for employees, supervising activities to drive productivity and efficiency.
Implemented training processes for newly hired employees and supervised department managers, shift leads and production personnel.
Cultivated customer loyalty by training team members in industry-leading service standards.
Increased annual sales by driving operational efficiencies and building customer rapport to foster loyalty.
Delegated daily tasks to team members to optimize team productivity.
Improved efficiency and productivity by implementing organization systems for financial reports, schedules and inventory control.
Completed inventory audits to identify losses and project future demands.
Analyzed trends, identifying consumer demand and forecasting seasonal trends.
Collaborated with store manager to develop strategies for achieving sales and profit goals.
Secured revenue, accurately monitoring transactions and deposits to eliminate discrepancies.
Reviewed sales reports to enhance sales performance and improve inventory management accuracy.
Organized schedules, workflows and shift coverage to meet expected business demands.
Managed personnel scheduling, facilitating adequate coverage to meet demand.
Maintained inventory accuracy by accurately counting stock-on-hand and reconciling discrepancies.

Education and Training

High School DiplomaMay 1994Whitwell High School, Whitwell, TN

Additional Information

President of local SERTOMA chapter for 1 year

Volunteered with Relay for Life for 12 years, 3 years as Event chair

Volunteered with local festival, National Cornbread Festival for 13 years

Resume Overview

Companies Worked For:

Sequachee Valley Electric Cooperative
Citizens State Bank
Kirk Veterinary Service
McDonald's

School Attended

Whitwell High School

Job Titles Held:

Customer Service Representative
Bank Teller
Secretary
Assistant Manager

Degrees

High School Diploma

Customer Service Representative Resume Example

Resume Score: 80%

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