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Customer Service Representative Resume Example

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CUSTOMER SERVICE REPRESENTATIVE
Summary

A "hard working and dedicated" Customer Service Person with 25 years of experience in retail and administrative. Detail oriented with an impeccable work record.

Although I have extensive experience in the Retail and Administrative Industry, I welcome the opportunity to learn a new field and the challenge of excelling within the position. While I work well with others I also work efficiently on my own.

Skills
  • Credit card payment processing
  • Quality control
  • Quality assurance controls
  • Customer relations
  • Schedule mastery
  • Clerical support
  • Data evaluation
  • Inbound and outbound calling
  • Call center experience
  • Retail sales customer service
  • Courteous demeanor
  • System implementation
Experience
Customer Service Representative | 07/2015 to Current
Life Line Screening of America LLC - Akron, OH
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Assessed customer needs and upsold products and services to maximize sales.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Educated customers on special pricing opportunities and company offerings.
  • Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
  • Delivered service and support to each customer, paving way for future business opportunities.
  • Worked with Team Lead to develop customer service improvement initiatives.
  • Set up and activated customer accounts to maintain QA satisfaction levels.
  • Trained all new employees and existing employees in procedures and policies in order to maximize team performance.
  • Answered customer questions and addressed concerns, resulting in reduction in complaint calls.
  • Documented conversations with customers to track requests, problems and solutions.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Inbound Call Center Representative | 06/2012 to 07/2015
InfoCision - Akron, OH
  • Managed high volumes of inbound and outbound calls in fast-paced environment to build, cultivate and establish lucrative client relationships.
  • Coordinated topics with call center scripts to handle consumer questions, delivering appropriate answers.
  • Assessed customer needs and upsold products and services to maximize sales.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Business Service Supervisor/Mail Automation Team | 07/2007 to 06/2011
Invacare HCS - Akron, OH
  • Supervised team of 10 employees and delegated duties and responsibilities to each member.
  • Addressed areas that needed improvement and observed team's performance.
  • Delivered exceptional customer service and handled all inquiries and complaints.
  • Aided onboarding team members with one-on-one training sessions and Team Building Skills.
  • Tackled additional shifts to meet challenging project demands and customer schedule requirements.
  • Worked closely with team members to deliver project requirements, develop solutions, exceeds goals and meets deadlines.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Demonstrated self-reliance by meeting and exceeding workflow needs.
  • Recognized by management for providing exceptional customer service.
  • Printed and Sorted different invoices and statements out of different billing software's for Clients.
  • Entered and Managed payroll and attendance.
  • Put together spreadsheet for Business review and month end reports.
Lead Customer Service Representative | 05/1994 to 12/2006
Tops Friendly Markets - Akron, OH
  • Worked with senior leadership to address and resolve disciplinary issues and boost overall team success.
  • Managed 8-20 employees.
  • Scheduling for the Baggers and Cashiers.
  • Payroll and Bookkeeping.
  • Coached, monitored and motivated new agents to boost performance and enhance job knowledge.
  • Trained new employees on company customer service policies and service level standards.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Assisted with purchases, locating items and signing up for rewards programs.
  • Inspected items for damage and obtained replacements for customers.
  • Helped customers find specific products, answered questions and offered product advice.
  • Maintained high productivity by efficiently processing cash, credit, debit and voucher program payments for customers.
  • Processed all sales transactions accurately and promptly to prevent long customer wait times.
  • Learned roles of other departments to provide coverage and keep store operational.
  • Wiped down counters and conveyor belt to remove debris and maintain cleanliness.
  • Completed daily recovery tasks to keep areas clean and neat for maximum efficiency.
  • Wrapped items and bagged purchases properly to prevent merchandise breakage.
  • Promoted specific item options to drive sales and achieve add-on purchases.
  • Observed company return policy when processing refunds, including inspecting merchandise for wear or damage.
  • Worked closely with front-end staff to assist customers and maintain satisfaction levels.
  • Assisted customers with account updates, new service additions and promotional offers.
  • Scanned customer purchases, supporting transactions to streamline sales process.
  • Trained new employees in cashiering procedures, offering assistance in resolving issues.
  • Welcomed customers, offering assistance to help find necessary store items.
  • Resolved issues with cash registers, card scanners and printers.
  • Operated cash register, collected payments and provided accurate change.
  • Properly verified customer identification for alcohol or tobacco purchases.
Education and Training
National Institute of Technology - Cuyahoga Falls, OH
Degree in Electronics
05/1991
Cuyahoga Falls High School - Cuyahoga Falls, OH
High School Diploma
06/1985
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Resume Overview

Companies Worked For:

  • Life Line Screening of America LLC
  • InfoCision
  • Invacare HCS
  • Tops Friendly Markets

School Attended

  • National Institute of Technology
  • Cuyahoga Falls High School

Job Titles Held:

  • Customer Service Representative
  • Inbound Call Center Representative
  • Business Service Supervisor/Mail Automation Team
  • Lead Customer Service Representative

Degrees

  • Degree in Electronics
    High School Diploma

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