customer service representative resume example with 7+ years of experience

Jessica Claire
, , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - - -
Professional Summary

Knowledgeable and dedicated customer service professional with extensive experience in the healthcare and telecommunication industries. Solid team player with an outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

  • Issue and Complaint Resolution
  • Data Entry and Maintenance
  • Customer Retention Strategies
  • Responding to Difficult Customers
  • Efficient and Detail-Oriented
  • Creative Problem Solving
  • Order and Refund Processing
  • Building Customer Trust and Loyalty
  • Upbeat and Positive Personality
  • Customer Account Management
  • Call Volume and Quality Metrics
  • Microsoft Office Suite
  • Establishing and Maintaining Customer Relationships
Work History
01/2019 to Current
Customer Service Representative Investar Holding Corporation Houston, TX,
  • Assisting customers in signing up for internet, phone, and TV packages that best suit their needs.
  • Taking credit card payments in person and over the phone.
  • Activating customer accounts upon installation and maintaining customers billing according to plan changes.
  • Provided primary customer support to internal and external customers.
  • Answering 100+ calls per week, completing 10+ sign-ups for new customers per week, and maintaining 14 hours of talk time per week as set forth by management as the company standard for customer service representative position.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Offering advice and assistance to customers, paying attention to special needs or wants.
  • Fielding customer questions regarding available products in their sales area, current prices, and upcoming company changes.
  • Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
  • Cultivated customer loyalty, promoted repeat customers, and improved sales all while leveraging sales expertise to promote products and capitalizing on upsell opportunities.
  • Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
  • Entered customer interaction details in the sales system to track requests, document problems, and record solutions offered.
  • Consulted with outside parties to resolve discrepancies and create effective solutions.
  • Assessing accounts for payment status and reaching out to customers.
  • Identifying, researching, and resolving billing variances to maintain system accuracy and currency.
10/2017 to 01/2019
Assistant Office Manager/Consult Specialist Convergent Payson, UT,
  • Responsible for assisting patients to complete Doctor prescribed treatment plans thereby helping patients get the care they need and have been prescribed.
  • Assisting patients in applying for Third Party Lending services.
  • Creating and presenting daily reports for daily clinic goals and monthly clinic budget.
  • Greet and check in patients in a friendly manner all while collecting co-payments, out of pocket payments for treatments.
  • Verifying insurance coverage.
  • Executes patient consults, all while entering in doctor and hygienist treatment plans, to ensure patients understand doctor-prescribed treatment plans according to company policy.
  • Conducts patient chart audits to make sure care is maintained.
  • Performs handoffs with doctor and hygienist with the utmost respect for patient privacy and care satisfaction.
06/2013 to 10/2017
Call Center Supervisor Confluence Health City, STATE,
  • Supervising 30+ employees in 3 separate departments.
  • Responsible for interviewing and hiring new department staff while properly training new hires to ensure superior performance and quality results are met.
  • Assisted department management in maintaining accurate time off on the internal PTO calendar.
  • Established and maintained work schedules to account for changing staff levels and expected workloads.
  • Timecard review, corrections, and approval within API time keeping system.
  • Maintained accurate records of employee's sick calls, FMLA, tardiness and time off requests.
  • Ran reports from EPIC, GNAV, and API for proper coaching and department meetings.
  • Prepared daily call stat reports to assist business leaders with key decision making and strategic operational planning tools.
  • Executed Monthly Performance Plans with representatives to identify production gaps.
  • Monitored multi-line ACD system to determine call forecasting and analysis.
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
  • Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
  • Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
  • Helped employees with day-to-day work and complex problems by applying motivational and analytical strategies.
  • Minimized workflow issues by cross-training staff on technical procedures, protocols, and customer service practices.
  • Promptly answer, screen and process medical service request and telephone inquiries, while strictly adhering to confidential agreements and policies and procedures.
  • Scheduled, canceled and rescheduled appointments, multiple types of procedures, and nurse treatments.
  • Utilized the waitlist for patients requesting an earlier appointment when space becomes available on providers schedules.
  • Confirms referral has been obtained when required by insurance coverage.
Expected in
Coursework in Certified Nursing Assistant Program:
- ,
Expected in
Associate of Science: Business Management, Health Administration
Western Governors University - Salt Lake City, UT
Expected in
Wenatchee High School - Wenatchee, WA

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Resume Overview

School Attended

  • Western Governors University
  • Wenatchee High School

Job Titles Held:

  • Customer Service Representative
  • Assistant Office Manager/Consult Specialist
  • Call Center Supervisor


  • Coursework in Certified Nursing Assistant Program
  • Associate of Science
  • Diploma

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