Customer Service Representative resume example with 20+ years of experience
JessicaClaire
Montgomery Street, San Francisco, CA94105609 Johnson Ave., 49204, Tulsa, OK
H: (555) 432-1000
C:
resumesample@example.com
Date of Birth:
India:
:
single:
Professional Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Bringing 21 years of experience operating in fast-paced environments with demanding objectives for sales, service and quality. Talent for adapting to change and working in high pressure situations, while complying with company policy. Proficient in enhancing customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Skills
Inbound and Outbound Calling
Account management
Creative problem solving
Professional telephone demeanor
Recordkeeping strengths
Good listening skills
Technical Support
Staff education and training
Multi-line phone talent
Service standard compliance
Work History
Customer Service Representative, 04/2016 - 04/2020 Henry Schein – North Carolina Area, NC,
Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
Accept high volume calls from current, past, and prospective customers.
Effectively resolve issues or concerns.
Gather information from customers to make appropriate recommendations for new products and services.
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns, consistently receive 9+ scores out of 10 in satisfaction surveys.
Meet & exceed average call times for assigned contract.
Performed affectively all contract assignments working remotely.
Documented and detailed calls and complaints using call center's CRM database.
Deliver amazing customer service at all times.
Owner/Operator, 01/2007 - 12/2018 Lineage Logistics – Chicago, IL,
Developed business plan, processes and procedures to provide superior Cleaning Services to customers.
Managed day-to-day business operations, including accounting, finance, HR, marketing and public relations.
Advertise to obtain new residential and commercial contracts for services provided.
Complete End of Year tax preparation and file company taxes before end of tax season.
Specialized in move out cleans residential rentals, including hauling off left behind items, painting when necessary, carpet shampooing, and most maintenance.
Held over 15 local residential & business contracts including local hospital and daycare centers.
Established reputation for being dependable and providing excellent results in janitorial, floor care, carpet cleaning, maintenance, yard care, and care taking services.
Head Server, 07/2017 - 12/2017 Omni Hotels – Champions Gate, FL,
Maximized team performance by training new employees on proper food handling, guest expectations and restaurant protocols.
Managed 6 servers on each shift creating weekly schedules, managing call offs, coordinating shift covers, and disciplining wait staff as necessary.
Educated servers on daily specials to promote key items and drive sales.
Addressed any concerns or complaints quickly to improve service and escalated more advanced issues to management for resolution.
Applied safe food handling and optimal cleaning strategies to protect customers and maintain proper sanitation.
Recorded orders and partnered with team members to efficiently serve food and beverages.
Checked on guests to verify satisfaction with meals and suggested additional items to increase restaurant sales.
Dealt with customer issues for servers, consistently upholding professionalism and calmness to maintain customer satisfaction.
Kept tables neat, cleared away dirty dishes, wiped down surfaces and refreshed glasses.
Reconciled cash register at close of business, verifying totals and quickly resolving discrepancies to ensure 100% accuracy.
Completed thorough and accurate opening and closing duties to facilitate smooth restaurant operations.
Served as public relations representative for resort meeting needs of over 1200 guests annually.
Delivered exceptional level of service to each customer by listening to concerns and answering questions
Ensured that guest complaints were handled in most effective manner possible.
Fostered strong working relationships with all hotel departments.
Moved seamlessly across positions within resort performing duties where needed and maintaining resorts high level of standard at all times.
Helped set up venue for special events, including weddings, reunions, business trainings, by locating furniture and building desired arrangements.
Provided detailed and timely cleaning services while working in fast-paced environment with multiple interruptions, including guest rooms, lobby & gift shop, bar & casino, full service restaurant, events rooms, restrooms, and grounds to maintain organized and welcoming environment.
Performed duties of server, bartender, housekeeper, cashier, dishwasher, prep cook often changing roles several times daily.
Trained new staff in their positions.
It was my responsibility to recognize potential problems and correct them before they happened as quietly as possible.
Cashier, 10/2012 - 05/2013 Lhc Group – Clearwater, FL,
Welcomed customers, offering assistance to help find necessary store items.
Helped customers find specific products, answering questions and offering advice.
Processed customer payments quickly and returned exact change and receipts.
Discussed return policies, and directed customers to pick up locations for larger merchandise.
Processed POS transactions, including checks, cash and credit purchases or refunds.
Troubleshot and resolved issues with cash registers, card scanners and printers.
Kept check-out areas clean, organized, and well-stocked to maintain attractive store.
Stayed up to date on current item discounts to support promotions.
Unboxed new merchandise and added to shelves in accordance with planograms and stock rotation policies.
Rectified discrepancies between accounting records and cash drawer by researching daily transactions to pinpoint issues.
Resolved issues regarding customer complaints and escalated worsening concerns to manager on duty for remediation.
Counted drawers at start and end of shifts to validate daily records and uphold 100% accounting accuracy.
Served needs of more than 1000 customers in busy Grocery Store environment.
Personal Care Attendant, 06/2012 - 10/2012 City Of Litchfield Park, Az – Litchfield Park, AZ,
Performed housekeeping duties, including: laundry, sweeping, mopping, shopping, and meal preparation.
Provided transportation for patient's doctor visits.
Maintained clean and safe environment for patients via observations and safety protocol measures.
Documented patient activities on individualized Daily Care Plan.
Established personal relationships with clients to ensure patient comfort and care.
Reported to R.N. any medical problems or changes in clients' health.
Provided safe mobility support to help patients move around personal and public spaces.
Assisted clients with daily living needs, including bathing and personal grooming, to maintain self-esteem and general wellness.
Set up & established crafting education classes & program for Kalispell store.
Process customer transactions throughout store such as at cash registers, cutting counters, and/or custom business areas.
Hires and trains qualified class instructors.
Ensures that instructors adhere to format and content of core classes, clinic, kid's events and educational events as provided by Store Support Center (SSC).
Promotes education program by ensuring class schedules and catalogs are available and distributed to guests in timely manner.
Stocks shelves accurately according to planogram while maintaining high level of productivity and close attention to detail.
Be available on call 24X7 for store issues.
Responsible for cash registers and store safe with minimum of $XXX0 on hand at all times.
Family Representative, 05/2006 - 08/2008 Craft Brewers Alliance, Inc. – Portsmouth, NH,
Office Management.
Supervision of 35 female students.
Establish relationships with students and parents.
Maintained case notes for each student.
Weekly parent communications.
Scheduling of medical appointments & record keeping.
Complete Social history of new intakes.
Maintain Parents dedication to & belief in Program Goals.
Live day to day with students in parent/teacher role.
Guide and teach them in life choices and proper decision making.
Instruct them in society rules and acceptable social norms.
Model Positive Life Skills.
Site Supervisor, 04/2005 - 04/2006 Seaworld Parks – Chula Vista, CA,
Office Management.
Supervision of 8 site employees.
Completion of Lesson Plans and Event Activities for over 150 students.
Assistance with Client Scholarship applications completion & Status tracking.
Database of all site clients & parents, including demographics etc.
Monthly invoicing for self pay clients.
Interacted with parents site staff to maintain productive communication throughout program participation.
Combined discipline plan with effective measures and lesson plans to increase concentration, participation and progress student accountability.
Taught students fundamental building blocks and advanced concepts.
Created and enforced child-based hands-on curriculum to promote student interest and receptive learning.
Observed children and recorded activities, maintained daily records and created safe environments during program hours.
Kept records and maintained documentation used to obtain grants used by program.
Instill Accountability & Values of Boys & Girls Club of Glacier.
Bar Manager, 08/2003 - 10/2005 The Hungry Hunter Casino & Restaurant – City, STATE,
Pre-Opening Bar/Casino Set up.
Selected 4 product vendors used for purchasing.
Control of product selections & product pricing within bar.
Set up bar stations to streamline overall efficiency and service flow.
Organized and carried out Grand Opening Celebration.
Wrote operational manuals and created in-house documentation.
Interviewed, hired and trained 10 staff on bar practices, customer service standards and productivity strategies which improved customer retention and bolstered sales.
Set effective employee schedules, maintaining coverage at peak times and minimizing labor costs.
Kept detailed inventories of bar supplies and kept work areas stocked to maintain workflow efficiently.
Daily cash drops of over $XXX0 and reconciliation of keno machines.
Weekly Casino Reports, Accounting Records, and Verification of all funds With staff from Grizzly Gaming Rental for rented keno machines.
Mitigated health risks and reduced safety hazards by preparing drink items consistently, creating cleaning schedules, restocking items and sanitizing equipment to adhere to health department standards.
Monitored patrons to keep alcohol consumption in designated areas.
Resolved escalated customer complaints quickly to maximize satisfaction and bar loyalty.
Collected and polished glassware, keeping adequate stock for expected customer loads.
Filled 14 temporary positions assigned by agency, including Legal Secretary, Payroll, Accounts Receivable, Receptionist, Data Entry, and Administrative Assistant.
Managed reception and lobby area, greeted visitors and responded to requests for information.
Maintained office safety by screening visitors, updating logs and issuing temporary passes.
Performed general office duties, including answering multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
Responded to requests for immediate office support, such as data searches, office memo drafts or reference retrievals.
Maintained business records by updating customer information.
Sorted and distributed business correspondence to correct department or staff member, reducing dropped communications and enabling faster responses to key requests.
Generated shipment invoices, prepared packages and set up courier deliveries for customers.
Replenished office supplies when inventory became low and placed new orders for restocking.
Drafted professional memos, letters and marketing copy to support business objectives and growth.
Bar Manager, 05/2001 - 12/2002 Cavanaugh's Outlaw Inn – City, STATE,
Strategized plans to increase bar revenue through innovative promotional concepts, specialty drinks and customer-focused events.
Implemented quality control initiatives while creating house-made cocktails, juice and preparations to reduce downtime and increase revenue.
Consulted with managers to organize special events and promotions such as trivia nights to bring in new customers.
Took customer orders and capitalized on opportunities to sell special beverage and food options.
Polished glassware, bussed tables and removed debris to keep customer areas fresh and clean.
Poured and prepared mixed drinks for over 500 customers daily and created new libations drawing in clientele.
Handled money, balanced tills, processed credit card payment batches and prepared bank deposits, maintaining 100% accuracy.
Responsible daily for amounts up to $5000 from sales.
Conducted monthly inventories of bar and drink supplies to keep stock on hand and avoid expensive rush orders.
Followed all safety requirements for alcohol service and maintained network of available ride services for inebriated customers.
Ran 1/3 of all hotels booked banquets.
Performed duties as waitress, bartender and hostess as needed for banquets, in restaurant, and for conventions.
Bartender, 04/1999 - 10/2001 Click's South – City, STATE,
State Certified to serve alcohol.
Know, uphold, and enforce all state liquor laws.
Track pool table rentals & equipment check outs.
Responsible nightly for $200 starting bank from bar till.
Daily/weekly/monthly sales & inventory reports.
Work all promotions and events hosted by Club.
Nightly clean up and closing of clubs bars & casino.
Ongoing clear communication with Club's Bouncer's at all times.
Constant observation of crowd and potential disputes among clientele.
Ability to diffuse situations quickly or act accordingly.
Performed cocktail waitress duties; greet guests, take orders, and serve drinks.
Performed Bartender duties; greet customers, take orders, mix drinks, serve drinks, prepare bar food & supervise floor and waitresses.
Cocktail Waitress, 01/1997 - 02/1999 Stockman's Branding Iron – City, STATE,
Performed duties of cocktail waitress in high volume sales bar known for its rowdiness & violence.
Checked over 100 daily IDs to verify ages and uphold Montana liquor laws.
Performed bouncer duties within bar nightly.
Responsible nightly for $200 starting bank from bar till.
Constant observation of crowd and potential for violence.
Ability to diffuse situations quickly and maintain crowd control.
Responsible for determining when law enforcement intervention of disgruntled customers was necessary.
Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
Maintained clean and organized bar area, including bar tables and chairs.
Determined customer preferences to suggest appropriate cocktails and increase liquor sales.
Completed bar swamping nightly after closing.
Education
: , Expected in 2012 - Flathead Valley Community College - Kalispell, MT GPA:
Dean's List Consecutive Semesters
GPA: 3.895
Phi Theta Kappa Member
Full Time Enrollment Status
Areas of Study
Business Start Up
Management Accounting
Tax Preparation
Human Services/Social Work with an emphasis in Addictions
General Diploma: , Expected in 1995 - Flathead High School - Kalispell, MT, GPA:
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