customer service representative resume example with 20+ years of experience
Jessica
Claire
resumesample@example.com
(555) 432-1000,
, , 100 Montgomery St. 10th Floor
:
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Skills
Report Creation
Credit Card Payment Processing
Report Generation
Data Entry
POS Systems and Ordering Platforms
Issue and Complaint Resolution
Multitasking and Prioritization
Customer Data Confidentiality
Understanding Customer Needs
Courteous with Strong Service Mindset
Verbal and Written Communication
Creative Problem Solving
Transaction Processing
Calm and Professional Under Pressure
Customer Account Management
Efficient and Detail-Oriented
Upbeat and Positive Personality
Customer Service
Building Customer Trust and Loyalty
Call Documentation
Data Entry and Maintenance
Responding to Difficult Customers
Education and Training
University of Maryland - College ParkCollege Park, MDExpected in ā ā:Business Management - GPA:
Strayer UniversityWashington, DC, Expected in ā ā:Accounting and Finance - GPA:
Experience
Realtor.Com - Customer Service Representative Seattle, WA, 03/2010 - Current
Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Developed strong customer relationships to encourage repeat business.
Demonstrated excellent communication skills in resolving product and consumer complaints.
Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
Ensure accurate and timely billing for the VISION Application system
Review pre-bills and post-billing results to ensure all billable events are properly processed and billed.
Minimize revenue leakage
Validate during redesign and implementation phases of new products, price plans and bill stream elements using, VISION, ACSS, CPI, On Demand, MARS, Word , Excel and REVO
Reviewed and approved all new or modified pricing data to ensure customer service offerings are properly input to the billing system as requested on the initial input document and will accurately bill the product as designed. (Vision price plans, features, promotions, bill messages and inserts)
Document daily processing results and activities through detailed updates and maintenance of checklist, spreadsheets, and other internal tools timely and accurately to meet service levels and ensure billing accuracy.
Assisted RA Usage team in the research of specific billable call record types. (EH report) for recycle or deletion of records in question and took appropriate action to prevent future occurrences based on the root cause.
Researched suspected billing issues.
Created UAT Test scripts and performed testing for system releases and conversions as assigned
Handled the investigation, resolution and documentation of verbal and written escalated complaints filed by customers with the FCC, BBB, President /CEO office, Area Presidents in the South East Area, and Media complaints.
Assisted with lawsuit allegations, mediations and arbitrations as needed
Followed up to ensure that equitable solutions were achieved that complied with the tariffs and policies or decided what corrective action should have been taken
.Developed responses for executive signature that reflect our companyās commitment to quality while also ensuring that action has been taken to resolve the problems
.Served as a representative of VZW Executives and spoke with Executives when appropriate during the problem solving process. ā¢
Identified the root cause of problems by evaluating results and analyzing customer complaints for early detection of problem trends.
Made recommendations to management on areas requiring action. ā¢
Assisted in collecting data for use in creating presentations for meetings with Executives and Call Center Personnel.
Prepared monthly and quarterly ad-hoc reports indicating corporate and area trends
Bell Atlantic Mobile - Customer Service Specialist City, STATE, 11/1998 - 08/2003
Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Demonstrated excellent communication skills in resolving product and consumer complaints.
Answered inbound calls, chats and emails to facilitate customer service.
Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
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