Customer Service Representative resume example with 14+ years of experience

Jessica Claire
Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000 - Cell: - - -
Professional Summary

Knowledgeable and dedicated customer service professional with 6+ years of call center experience. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, energetic and results-oriented with exemplary passion for developing relationships. Detail-oriented, organized, meticulous individual possessing strong team collaboration skills, ability to work in demanding environment and finish tasks quickly.

  • Complaint resolution
  • Ability to Learn Quickly
  • Critical thinking
  • Customer Support
  • Team Player
  • Professional Manner
  • Troubleshooting
  • Ability to Research
  • Relationship Building
  • Active Listening
  • High Energy
  • Communication
Work History
11/2017 to Current
Customer Service Representative 50 Floor Lauderdale Lakes, FL,
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Awarded for ranking number 1 in most bookstore sales for 8 consecutive months.
  • Trained 10 representatives for 2 client-specific programs through upskill and refresher training sessions.
  • Reviewed, edited, and updated training curriculum for 2 client-specific programs.
  • Addressed urgent and high priority complaints and mitigated dissatisfaction by employing timely and effective solutions.
  • Resolved escalated and complex issues in calm, appropriate manner.
  • Promptly responded to 75-100 candidate inquiries per day identifying and resolving issues while exceeding monthly QA goals.
  • Consistently exceeded monthly quality expectations with average score of 90 or above each month.
08/2016 to 10/2017
Collections Agent Alorica Inc. Greensboro, NC,
  • Managed escalated calls and provided assistance to other agents as needed.
  • Assisted with mentoring, training, and coaching of customer service agents under direct supervision of team lead.
  • Monitored agents calls through side-by-sides and call audits, providing real-time coaching and feedback.
  • Processed payments, scheduled future dated payments or discussed other solutions.
  • Used skip tracing and other techniques to locate debtors.
  • Contacted clients with past due accounts to formulate payment plans and discuss settlement options.
  • Performed targeted collections on past due accounts aged over 120 days.
04/2015 to 08/2016
Customer Service Representative 50 Floor Port Saint Lucie, FL,
  • Assist members and providers with questions regarding authorizations, benefits, claim concerns, and self-service options.
  • Assigned to floor support role after demonstrating outstanding customer service combined with in-depth knowledge of company’s coverage, benefits, and procedures.
  • Provide expertise or general claims support by reviewing, researching, and investigating health insurance claims.
  • Consistently meets or exceeds established goals and performance metrics which reflect higher performance expectations.
  • Awarded multiple times for outstanding customer support and 100% customer satisfaction survey's.
10/2014 to 01/2015
Licensed Insurance Agent Greenstate Credit Union Iowa City, IA,
  • Performed needs analysis to obtain information required to make appropriate health insurance product recommendations.
  • Licensed to sell life and health insurance in 13 states.
  • Exceeded sales quota by 15%.
  • Assisted families with application and paperwork to facilitate enrollment process.
  • Provide proper knowledge of service and products to new and existing customers to ensure positive customer rapport.
08/2006 to 08/2014
Overnight Associate Wegmans Food Markets Apex, NC,
  • Supervised team of up to 4 mod team associates and monitored adherence to company standards.
  • Oversaw, organized, and implemented new backroom inventory program
  • Enhanced overall store appearance by applying careful consideration to product and display locations.
  • Assisted with planning and organization of special projects as directed by management.
Expected in 06/2005
Associate of Science: Network And System Administration
DeVry University - Kansas City, MO,

JUNE 2018

Leadership Skills in Business – ALISON

Managing Customers Using Technology – ALISON

Productive Leader Mindset: Master Productivity Skills – UDEMY

Mentor for Impact - Start Mentoring – UDEMY

Digital CSR Program Internship 2018 – UDEMY

Project Management Fundamentals - The Art of Scheduling – UDEMY

Get Hired: Branding & Networking in the Now Economy – UDEMY

Networking: The Science of Hunting in Packs – UDEMY

Become a Paid Life Coach Online – UDEMY

HubSpot Academy Inbound Sales Certification Course – UDEMY

HubSpot Inbound Certification Course – UDEMY

HubSpot Academy Inbound Marketing Certification Course – UDEMY

The PEACE Model of Investigative Interviewing – UDEMY

HubSpot Academy Content Marketing Certification Course – UDEMY

HubSpot Academy Email Marketing Certification Course – UDEMY

MAY 2018

Managing Anger and Frustration in the Work Place – UDEMY

Negotiation: Understanding Personality Types – UDEMY

Negotiation: The Negotiation Mindset – UDEMY

A Mini course on Time Management – UDEMY

Productivity Mastery: Time Management for Entrepreneurs – UDEMY

7 Scientifically Proven Steps to Increase your Influence – UDEMY

Mindfulness: A Practical Guide to Practicing – UDEMY

Actualize Academy: Advanced Personal Development Success – UDEMY

Accelerate your Career: Emotional Intelligence – UDEMY

Level 1 Intelligence Analyst Certification – UDEMY

Persuasion Skills: Basics – UDEMY

Lead High Performing Teams – UDEMY

Competency Iceberg Model – UDEMY

Better Management Through Understanding Yourself – UDEMY

Knowledge Management Tools for SME’s – UDEMY

Product Management Fundamentals: Awesome Product Roadmaps – UDEMY

12 Steps to Power your Business & Work Performance – UDEMY

Leadership: The #1 Key to Guaranteed Business Success – UDEMY

Conscious Business: Work & Succeed with Purpose & Fulfillment – UDEMY

Learn to Lead: The Leadership Journey – UDEMY

Reframing: Creativity for Innovation - UDEMY

Management & Leadership Course for New Managers – UDEMY

MARCH 2018

7 Creative Leadership Skills that Drive Change – UDEMY

Cutting-Edge Leadership: Leading with Sense – UDEMY

How to Use SMART Goals: Achieve More in Less Time – UDEMY

How to Give Effective Feedback to Employees – UDEMY


Diploma in Quality Management – ALISON

Diploma in Services Management – ALISON

Diploma in Change Management – ALISON

Diploma in Supervision – ALISON

Diploma in Business Communication Skills – ALISON

Diploma in Customer Service – ALISON

Critical Skills for Entrepreneurs – ALISON

Introduction to Time Management – ALISON


Customer Service Training – ALISON

Staying Close to the Customer – ALISON

Introduction to Change Management – ALISON

Diploma in Communication Skills – ALISON

Effective Communication Skills for Managers – ALISON


Fundamentals of Network Security – ALISON

Introduction to Computer Science – ALISON

Fundamentals of Operations Management – ALISON

ABC IT Computer Training Suite – ALISON

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Resume Overview

School Attended

  • DeVry University

Job Titles Held:

  • Customer Service Representative
  • Collections Agent
  • Customer Service Representative
  • Licensed Insurance Agent
  • Overnight Associate


  • Associate of Science

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