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Customer Service Representative Resume Example

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CUSTOMER SERVICE REPRESENTATIVE
Career Overview
Customer service professional looking to obtain a rewarding position that offers me the opportunity to showcase my experience and skills as well as offer me the opportunity for advancement.
Core Strengths
  • Strong organizational skills
  • Active listening skills
  • Seasoned in conflict resolution
  • Adaptive team player
  • Sharp problem solver
  • Energetic work attitude
  • Top sales performer
  • Telephone inquiries specialist
  • Customer service expert
Accomplishments

Customer Service 

  • Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.

Sales 

  • Consistently generated additional revenue through skilled sales techniques.

Customer Interface 

  • Greeted customers upon entrance and handled all cash and credit transactions.
  • Assisted customers over the phone regarding store operations, product, promotions and orders.

Work Experience
Customer Service Representative
September 2014 to Current Trugreen － Raleigh, North Carolina
  • As a customer service representative, I respond to incoming calls from Lawn Care Customers concerning billing inquiries, retention, payments, service orders, scheduling and some sales from customers by telephone.
  • Acts as a liaison between the branch and customer in order to achieve highest level of customer satisfaction and impacts revenues through efforts to retain and up sell existing customers.
  • Utilize multiple computer screens/programs to handle customer concerns.
  • Handles customer's business matters in a warm, friendly, conscientious and tactful manner to develop and promote the highest possible degree of customer relations.
  • Answers inbound customer service calls with a warm and courteous greeting.
  • Resolves customer service concerns through the use of good listening skills, probing questions to determine root cause of the concern, and paraphrasing to check for understanding.
  • Regularly seeks assistance to handle calls requiring extensive problem solving.
  • Uses agronomic knowledge/database to solve customer concerns.
  • Use save training and current save offers to retain customers at every opportunity.
  • Maintains customer database through accurate and timely data entry.
  • Updates may include customer contact information, service related updates, and financial data.
  • Identify opportunities and present additional services to existing customers based on customer needs and agronomic conditions.
  • Provides amicable resolution and reliable follow-up with the customer within the communicated timeframe.
  • Achieves and strives to exceed communicated quality standards as outlined in the Quality Assessment form.
  • Proactively provides dependable service while being available and open to the customer.
  • Communicates customer impacting trends and/or ideas for improvement to manager.
  • May perform outbound calls to internal and external customers to schedule applications and/or service calls.
  • Guaranteed positive customer experiences and resolved all customer complaints.
Residential Advisor/Mental Health Technician
November 2013 to Current Strategic Behavioral Center － Raleigh, North Carolina
  • Providing structured therapeutic activities according to an individualized care plan.
  • Tracked client movement on and off the unit by documenting times and destinations of clients.
  • Checked facility for open windows, locked doors, malfunctioning smoke detectors and other safety hazards.
  • Quickly responded to crisis situations when severe mental health and behavioral issues arose.
  • Taught clients anger management techniques, relaxation skills, impulse control, social skills, emotional coping skills and functional living skills.
  • Guided clients in understanding illnesses and treatment plans.
  • Observing and providing feedback as well as structuring interventions to facilitate behavioral insight
  • Facilitating and accompanying residents to small groups, classes and leisure activities; Representing a strong adult role model and providing coaching and guidance.
Data Collection Specialist
May 2014 to July 2014 Greene Resource @ RTI International － Raleigh, NC
  • Responsibilities Attend and participate in training sessions for assigned surveys and data collection tasks.
  • Collect data by phone for the project.
  • Ask survey questions in a manner specified by the project.
  • Education studies require understanding and demonstration of good judgment in applying effective interviewing skills.
  • Record responses accurately and work with respondents to accurately code responses.
  • Document problems that occur during interviews.
  • Attempt to convert sample members who have previously refused to participate.
  • Maintain acceptable performance expectations and standards of behavior as outlined in the Policies and Procedures.
  • Maintain the social science telephone researcher's minimum quality standards for telephone data collection.
  • Adhere to the company policies and procedures.
  • Use sound judgment and reasoning in completing assigned tasks.
  • Effective telephone interviewing & etiquette skills.
  • Effective interpersonal skills and verbal communication skills; must be able to effectively articulate interview text while reading from a computer screen.
  • The ability to establish and maintain working relationships with supervisors and co-workers.
  • The ability to interact comfortably with a variety of people.
  • Familiarity with web-based navigational tools and Windows.
  • Skills Used Work comfortably on a computer and perform data entry tasks while speaking on the phone.
  • The ability to establish and maintain working relationships with supervisors and co-workers.
  • The ability to interact comfortably with a variety of people.
  • Strong attention to detail, effective multi-tasking, and an ability to work independently with minimal direction.
Direct Loans Customer Service Representative
January 2013 to August 2013 College Foundation Inc － Raleigh, NC
  • As a customer service representative, I responded to incoming call concerning billing inquiries, related matters from borrowers and other sources via telephone and mail; managed customer business matters in a warm, friendly, conscientious and tactful manner to develop and promote the highest possible degree of customer relations; performed such duties as: Counseled Borrowers via phone, demonstrating adherence to customer service goals, guidelines and objectives Used Dos-based internal computer system, calculators, copiers, phones, and other similar equipment that was needed in the performance of my daily assignments.
  • Placed outbound collection calls & performed administrative tasks.
  • Managed external inquiries and customer requests concerning billing issues.
  • Explained and applied company policies and procedures, all government regulations as they related to customer billing and service matters.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Addressed customer service inquiries in a timely and accurate fashion.
  • Made reasonable procedure exceptions to accommodate unusual customer requests.
  • Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.
Customer Service Representative I/II
October 2006 to August 2012 Progress Energy Carolinas Inc － Raleigh, NC
  • As a customer service representative, I responded to incoming calls concerning billing inquiries, service orders, trouble requests and related matters from customers and other sources by telephone and by mail; handles customer business matters in a warm, friendly, conscientious and tactful manner to develop and promote the highest possible degree of customer relations; performing such duties as: Handled billing inquiries and requests concerning billing matters in a manner satisfactory to the customer and the Company.
  • Provided complete explanations to clients to settle each case promptly and completely to generate maximum customer satisfaction.
  • Handling billing inquiries and service requests Explaining electric and natural gas charges to our customers Offering advice about how our customers can save energy and money Explaining company policies, procedures and government regulations as they relate to customer billing and service.
  • Earned “Top Seller” for two consecutive quarters in 2010 & 2011.
  • Developed highly empathetic client relationships and earned reputation for exceeding sales goals.
  • Cross-trained and provided back-up for other customer service representatives when needed.
Night Auditor/Front Desk Supervisor Front Desk/Night Audit Trainer
April 2005 to November 2006 Courtyard & Fairfield Inn by Marriott － Raleigh, NC
  • As night audit supervisor, I was responsible for providing quality guest service.
  • Directed calls on a Avaya multi-line phone system.
  • Operated internal computer systems daily.
  • Responsible for supervising 5-10 full time employees.
  • I assisted team members in the accounting department with excel spreadsheets for management.
  • Was also responsible for holding departmental meeting & scheduling all night auditors.
  • As front desk supervisor I assisted the Front Office Manager with various tasks including implementation of new front office policies and procedures.
  • I was also in charge of scheduling of employees to ensure the needs of all guest would be meet and exceeded at all times.
  • Use of Microsoft Office 2010.
  • Balanced all rebates and other miscellaneous charges.
  • Processed credit card transactions during the checkout process.
Night Audit Supervisor Front Desk Supervisor
June 2003 to July 2004 Hilton North Raleigh － Raleigh, NC
  • As night audit supervisor, I was responsible for providing quality guest service.
  • Directed calls on a Avaya multi-line phone system.
  • Operated internal computer systems daily.
  • Responsible for supervising 5-10 full time employees.
  • I assisted team members in the accounting department with excel spreadsheets for management.
  • I also responsible for holding departmental meeting & scheduling all night auditors.
  • As front desk supervisor I assisted the Front Office Manager with various tasks including implementation of new front office policies and procedures.
  • I was also in charge of scheduling of employees to ensure the needs of all guest would be meet and exceeded at all times.
  • Use of Microsoft Office 2010.
Educational Background
High School Diploma : High School, 1991 William G. Enloe High School － Raleigh, NC, usa
Select One : Buisness Administration Strayer University － Raleigh, NC, USA

Coursework in Marketing and Advertising

Minor in Accounting

Coursework in Selling Skills and Techniques and Consultative Selling

Coursework in Finance and Accounting
Diploma : Business Wake Technical Community College － Raleigh, NC, usa
Skills

Accounting, Administrative, Articulate, Attention to Detail, Avaya, Billing, Calculators, Coaching, Interpersonal skills, Crisis Management, Clients, Customer Relations, Customer Satisfaction, Customer Service, Data Collection, Data Entry, Dependable, Financial, Front Office, Listening, Excel Spreadsheets, Copiers, Policies, Problem Solving, Speaking, Quality, Reading, Researcher, Sales, Scheduling, Sound, Supervising 5, Telephone, Phone, Verbal Communication Skills

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Resume Overview

Companies Worked For:

  • Trugreen
  • Strategic Behavioral Center
  • Greene Resource @ RTI International
  • College Foundation Inc
  • Progress Energy Carolinas Inc
  • Courtyard & Fairfield Inn by Marriott
  • Hilton North Raleigh

School Attended

  • William G. Enloe High School
  • Strayer University
  • Wake Technical Community College

Job Titles Held:

  • Customer Service Representative
  • Residential Advisor/Mental Health Technician
  • Data Collection Specialist
  • Direct Loans Customer Service Representative
  • Customer Service Representative I/II
  • Night Auditor/Front Desk Supervisor Front Desk/Night Audit Trainer
  • Night Audit Supervisor Front Desk Supervisor

Degrees

  • High School Diploma : High School , 1991
    Select One : Buisness Administration
    Diploma : Business

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