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Customer Service Representative Resume Example

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Jessica Claire
  • , , 100 Montgomery St. 10th Floor
  • H: (555) 432-1000
  • C:
  • resumesample@example.com
  • Date of Birth:
  • India:
  • :
  • single:
Summary

Personable and dedicated Customer Service Representative with extensive experience in call center customer suport industry. Solid team player with upbeat, positive attitude 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, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Skills
  • Credit card payment processing
  • Report generation
  • Report creation
  • Fleet dispatching
Experience
Customer Service Representative, 02/2017 to 03/2019
Quipt Home Medical Evans, GA,
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Documented conversations with customers to track requests, problems and solutions.
  • Answered 100+ inbound calls per day and directed to designated individuals or departments.
  • Trained 8 new employees each 4weeks in procedures and policies in order to maximize team performance.
Call Center Representative, 05/2015 to 03/2017
Northwest Natural Gas Company Astoria, OR,
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
  • Documented customer inquiries and feedback, including service delivery suggestions in company database.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Managed customer expectations by clarifying needs, identifying options and recommending products and services.
  • Answered, screened and processed over 100 calls daily by using call management system and web-based communications.
  • Evaluated customer account information to assess current issues and determine potential solutions.
  • Explained key information regarding products and services to customers to encourage informed decision-making.
  • Achieved high sales percentage with consultative, value-focused customer service approach.
  • Consulted with customers to determine best methods to resolve service and billing issues.
  • Documented conversations with customers to track requests, problems and solutions.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
Customer Service Manager, 04/2015 to 01/2017
Duck Creek Technologies, Inc. Boston, MA,
  • Developed new sales scripts and strategies to expand profit opportunities.
  • Developed open and professional relationships with team members, enabling better, more effective customer service.
  • Automated contact management system to maintain efficient client organization.
  • Organized and managed sales center hiring, training and employee scheduling to maximize productivity.
  • Evaluated call center statistics to identify areas in need of improvement and devised proactive strategies to realign results with targets.
  • Created training manuals targeted at resolving simple and difficult customer issues.
  • Trained new hires on relationship building, benefit-oriented sales presentations, sales processes and protocol, product knowledge, customer needs analysis and overcoming objections.
  • Evaluated customer account information to assess current issues and determine potential solutions.
  • Evaluated quality of representatives' phone calls and provided feedback to management.
  • Supervised and trained customer service team members to provide exceptional service, driving retention and satisfaction.
Receptionist, 06/2012 to 07/2015
Southcoast Health System Dartmouth, MA,
  • Answered and directed incoming calls using multi-line telephone system.
  • Greeted visitors, assessed needs and directed to appropriate personnel.
  • Directed clients to appropriate personnel to address concerns, resolve complaints or answer account-related questions.
  • Prepared packages for shipment by generating invoices and setting up courier deliveries.
  • Sorted incoming mail and directed to correct personnel each day.
  • Organized and booked travel plans and itineraries, including transportation and overnight accommodations for clients, staff and leaders.
  • Managed more than 80 incoming calls per day.
  • Communicated with vendors to place and receive orders, request maintenance services and deliver instruction on behalf of office management.
  • Delivered administrative support to team members, including making copies, sending faxes, organizing documents and rearranging schedules.
  • Oversaw office inventory by restocking supplies and submitting purchase orders.
  • Prepared, compiled and filed documents as well as reports presented to various parties.
  • Scheduled and confirmed appointments.
  • Processed payments and updated accounts to reflect balance changes.
  • Maintained all financial records to verify timely clearance of all credit and debit activities.
Education and Training
BBA: Business Management, Expected in 03/2023
to
American InterContinental University - Schaumburg, IL
GPA:

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83Good

Resume Strength

  • Formatting
  • Length
  • Personalization
  • Target Job
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Resume Overview

School Attended
  • American InterContinental University
Job Titles Held:
  • Customer Service Representative
  • Call Center Representative
  • Customer Service Manager
  • Receptionist
Degrees
  • BBA

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