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Customer Service Representative Resume Example

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CUSTOMER SERVICE REPRESENTATIVE
Professional Summary

Hardworking Customer Service Executive with over 10 years of experience working with various companies in different fields. Trained in project and time management with extensive knowledge of Area of expertise and proven multitasking abilities. Committed to maintaining professional relationships with clients to increase profitability and drive business results.

Work History
Company Name - Customer Service RepresentativeCity, State12/2018 - Current
  • Providing information to customers regarding company charge cards,loyalty programs, assisting to open & activate new accounts as well as editing client contact details for existing accounts.
  • Maintaining customer satisfaction with forward-thinking strategies focused on addressing customer needs, resolving concerns,offering advice and assistance.
  • Very conversant with online shopping, system operations, assisted purchasing of goods online, excellent at handling email queries and inquiries timely.
  • Responding to customer requests for products, services and company information.
  • Trained to handle and process the clearance of parcels held by Zambia revenue authority on behalf of clients. Weekly and monthly reports.
  • Investigating and resolving missing or damaged item queries processing refunds.
  • Assisting customers with reliable online Stores to purchase from, Transit updates, special order requests, arranging merchandise for pick-up , insurance policy, fragile items, prohibited items etc
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
  • Utilizing strong communication and negotiation skills to ensure that, offering refunds in any situation should be a last resort to maintain customer satisfaction.
  • Consulting with outside parties to resolve discrepancies and create effective solutions.
  • Collecting customer feedback and make process changes to exceed customer satisfaction goals and enhance sales.
  • Answering customer telephone calls directed to me promptly to avoid on-hold wait times for both telephone and walk in clients.
Company Name - Customer Care & Stores Executive City, State08/2013 - 11/2015
  • Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
  • Developed and implemented variety of innovative policies and strategies to promote client self-sufficiency, inhouse department organization as well as referring clients to appropriate team members at community level.
  • Organized trainings, workshops and other learning opportunities for both company sales & marketing team and product distributors respectively.
  • Resolved customer or distributor problems/conflict, improved operations and provided exceptional client support and negotiated mutually beneficial solutions between parties.
  • Developed communications and information for my team to ensure a smooth and progressive flow of work.
  • Attended to walk in clients and assisted them accordingly. I processed and spearheaded system data entry of all client contracts,weekly, monthly and yearly reports of the department.
  • Arranged promotional materials,equipment and transportation to customer locations within the country.
  • Supervised our customer care lines and ensured all inquiries and concerns are well attended to.
  • Recruited, interviewed and hired department members offering exceptional talent and brought great skills to team.
  • Spoke with community organizations to boost outreach and highlight programs successes.
  • I managed and issued all market Equipment to allocated areas by management as well as processing payments for casual worker's as required.
Company Name - Guest Relations and House Keeping Supervisor .City, State01/2012 - 02/2013
  • Created and implemented training programs to enhance employee performance for both existing and new staff members.
  • Banking and petty cash processing.
  • Completed schedules, shift reports and other business documentation and reports.
  • Assigned housekeeping staff to specific shifts based on abilities and daily requirements.
  • Communicated repair needs to maintenance staff.
  • Reduced financial discrepancies through accurate management of payroll and bookkeeping processes.
Company Name - Guest Relations ExecutiveCity, State01/2011 - 12/2011
  • Directed staff to handle needs for individual guests to resolve issues and generate positive customer experiences.
  • Served as main point of contact for VIP guests and kept hotel departments briefed on individual requirements.
  • Regulated appropriate staffing levels to meet business and customer requirements.
  • Managed and improved customer service functions for reception and lounge areas.
  • Provided guests with above-and-beyond service, including making outside venue reservations and setting up tours.
  • Kept accounts in balance and ran daily reports to verify totals.
  • Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
  • Maintained transaction security by verifying payment cards against identification.
Skills
  • Recordkeeping strengths
  • Good listening skills and a team player
  • Warehousing functions
  • Account management for clients.
  • Key stakeholder relationship building.
  • Strategic sales knowledge
  • Report preparation
  • Order Fulfillment
  • Shipping procedures understanding
  • Key holder experience
  • Training development aptitude
  • Stocking and replenishing
  • International sales support
  • Administrative support
  • Creative problem solving
  • Stock management
  • POS systems operations.
  • Money handling abilities
  • Retail materials management
  • Complaint resolution
  • Staff education and training
  • Service standard compliance
  • Receiving support for company goods.
  • Route dispatch
  • Technical Support
Education
11/2006Kalonga Secondary School CityGrade 12 Certificate

Grade 12 Certificate

10/2007Firnmark Institute. CityCertificate in Computer Training.
  • Certificate in Computer training
2008Evelyn Hone College.CitySales And Marketing Certificate

Sales and marketing Certificate.

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Resume Overview

School Attended

  • Kalonga Secondary School
  • Firnmark Institute.
  • Evelyn Hone College.

Job Titles Held:

  • Customer Service Representative
  • Customer Care & Stores Executive
  • Guest Relations and House Keeping Supervisor .
  • Guest Relations Executive

Degrees

  • Grade 12 Certificate
    Certificate in Computer Training.
    Sales And Marketing Certificate

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