Customer Service Representative Resume Example Waste Pro

CUSTOMER SERVICE REPRESENTATIVE

Summary

Motivated, personable professional with proven track record of enthusiastically mastering diverse and increasing job responsibilities. Diplomatic and tactful with professionals and non-professionals at all levels. Able to maintain level head and prioritize while under pressure. Experienced in leading a large team towards meeting evolving goals and objectives.

Highlights

MS Office (Excel, Word, Outlook) *Macromedia Dreamweaver *Adobe Photoshop *MS CRM *Nortel BCM 4.0 *People / Team Management *Metrics tracking/reporting *Computer / Internet Industry *Customer Service *Employee Training/Retention *General Office

Experience

Customer Service Representative10/2014 to CurrentWaste ProTallahassee, FL

Answer incoming calls, and help existing commercial and residential customers to resolve issues and provide service quotes for new customers.
Establish customer accounts by negotiating and documenting service type, pricing, billing, and other required information.
Communicate concise and accurate information.
Provide standard information and education regarding service options, charges, billing, and contracts.
Attempt to retain customers who call to cancel services by probing for cancellation reasons and offering alternatives.
Answer 50-100 inbound calls per day on average and as part of a team, responsible for answering calls in fewer than 12 seconds on average.
Confirm understanding of customer needs, issues, and requests.
Listen for and identifies opportunities to cross sell additional products and services.
Interacts with customers and employees to determine service, resolve complaints, and escalates more complex issues to appropriate level.
Serve as the customer's advocate by solving problems on the customer's behalf by engaging the right department and people.

Agent Customer Technical Support Manager12/2009 to 03/2013Dominion Enterprises - Homes.comTallahassee, FL

Lead a high-performing team of Customer & Technical Support Reps in an inbound support center environment for website clients.
Submit development issues to Engineering, test Engineering fixes and new production releases.
Develop and implement standards of service and best practices for client interaction.
Develop strategy with the Member Services and Engineering management teams to maintain mutual communication and interdepartmental support.
Provide escalated customer support and issue resolution to clients.
Consistently monitor, analyze and accurately report team metrics and performance.
Interpret data to devise best practices and procedures.
Staff administration including: mentoring, hiring / firing, performance evaluations, disciplinary actions, monitoring attendance and other HR issues.
Plan and execute weekly training sessions for all employees within the Homes.com Member Services division.
Utilize and update Nortel BCM 4.0 phone system with regard to settings, recordings, agent set-up and reporting.

Assistant Community Manager05/2008 to 09/2009Mitchell Management, IncBradenton Summerville, FL SC

Market to local businesses and with Chamber of Commerce members.
Create marketing materials, documents and advertising, including mass mailings.
Professionally and warmly greet prospects, negotiate options and finalize "the sale" to meet quota of leases.
Provide exceptional customer service to all residents, prospects, professional contacts and vendors.
Assist in the supervising and the directing of personnel in resident interaction, business procedures and reports.
Collection and recording of income, including delinquent rent pursuit and maintaining resident ledgers.
Negotiate with and obtain necessary written work agreements/insurance verification for community vendors.
Assume the responsibilities of Community Director when directed to do so.

Agent Customer Technical Support Manager07/2006 to 05/2008Dominion Enterprises - Homes.comTallahassee, FL

Lead a high-performing team of 14-17 Customer & Technical Support Reps and 3 Supervisors in an inbound support center environment for website clients.
Submit development issues to Engineering, test Engineering fixes and new production releases.
Develop and implement standards of service and best practices for client interaction.
Develop strategy with the Member Services and Engineering management teams to maintain mutual communication and interdepartmental support.
Provide escalated support and issue resolution to clients.
Consistently monitor and accurately report team metrics and performance.
Update individual client website content and posted mass messages in 10,000+ client website control panels.
Staff administration including: mentoring, hiring / firing, performance evaluations, disciplinary actions, monitoring attendance and other HR issues.
Plan and execute weekly training sessions for all employees within the Homes.com Member Services division.
Utilize and update Nortel BCM 4.0 phone system with regard to settings, recordings, agent set-up and reporting.
Successfully implemented Live Chat support platform within the support center.

MLS Relations Coordinator09/2005 to 07/2006Dominion Enterprises - Homes.comTallahassee, FL

Liaison for Homes.com technical support team, Homes.com clients and MLS boards across the country Investigated and resolved data issues associated with the feed and collection of over 200 MLS listing feeds.
Provided escalated client support for MLS issue resolution.
Ensured data from each feed was accurately reflected per the terms of the agreement with each MLS.
Educated and advised MS reps on MLS policy, procedures and regulations.

Member Services Representative Agent Technical Support10/2002 to 09/2005Homes.comTallahassee, FL

Provided customer and technical support to website customers in an inbound call center.
Provide technical support for PREP software program.
Create website design using HTML Provided end-user email support.
MS Outlook, web mail, etc.) Completed inbound email support requests.
Suggest and sell website add-on products and enhancements.

Billing Representative02/2002 to 10/2002Homes.comTallahassee, FL

Created batches for billing clients.
Verified client accounts - placing/taking websites on/off Hold.
Researched and submit arguments against credit card chargeback proceedings.
Provided customer and internal support for billing inquiries/issues.
Utilized Great Plains billing system.

Education

36 semester hrs.1994Tallahassee Community CollegeAppleyard Tallahassee, FL

H.S. Diploma1992Leon High SchoolTallahassee, FL

Skills

Adobe Photoshop, advertising, billing, billing system, call center, com, concise, contracts, credit, CRM, client, clients, client interaction, Customer Service, customer support, client support, directing, Macromedia Dreamweaver, email, Employee Training, Engineering management, firing, General Office, Great Plains, hiring, HTML, HR, insurance, Director, Market, marketing materials, mentoring, Excel, mail, MS Office, MS Outlook, Outlook, Word, negotiating, Nortel, personnel, phone system, pricing, recording, reporting, strategy, supervising, Team Management, technical support, type, website design, website, websites, website content, written

Resume Overview

Companies Worked For:

Waste Pro
Dominion Enterprises - Homes.com
Mitchell Management, Inc
Homes.com

School Attended

Tallahassee Community College
Leon High School

Job Titles Held:

Customer Service Representative
Agent Customer Technical Support Manager
Assistant Community Manager
MLS Relations Coordinator
Member Services Representative Agent Technical Support
Billing Representative

Degrees

36 semester hrs. 1994
H.S. Diploma 1992

Customer Service Representative Resume Example

Resume Score: 90%

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