customer service representative resume example with 15+ years of experience
Jessica Claire
, , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
(555) 432-1000 - - resumesample@example.com - : - -
(555) 432-1000 - - resumesample@example.com - : - -
Summary
I have 16 years of customer service experience.
Skills
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Experience
11/2021 to 11/2022
Customer Service Representative Idex Corporation – Mansfield, OH,
- Answered inbound calls, chats and emails to facilitate customer service.
- Made outbound calls to obtain account information.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
08/2019 to 11/2021
Customer Service Representative Idex Corporation – Oak Harbor, WA,
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Educated customers on special pricing opportunities and company offerings.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Consulted with customers to resolve service and billing issues.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Made outbound calls to obtain account information.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Explained benefits, features and recommendations to maximize client retention.
- Answered inbound calls, chats and emails to facilitate customer service.
- Set up and activated customer accounts.
- Relayed customer feedback to cross-functional teams to improve products and services.
- Exceeded company productivity standards on consistent basis.
08/2017 to 08/2019
Manager Optivest Properties – Big Bear Lake, CA,
- Trained employees on additional job positions to maintain coverage of roles.
- Assigned tasks to associates to fit skill levels and maximize team performance.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Communicated company directives and programs to associates and ensured all follow-up items were completed accurately and timely.
- Entered time and attendance logs in preparation for payroll.
- Enhanced team member performance through use of strategic and tactical approaches, motivational coaching and training.
- Exercised good judgment and decision-making in escalating concerns and resolving issues.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Leveraged leadership skills to identify deficiencies and opportunities to improve policies, procedures and controls.
- Minimized staff turnover through appropriate selection, orientation and training.
- Created training modules and documentation to train staff.
- Monitored staff performance and addressed issues.
- Conducted quality, timely performance feedback and performance appraisals.
09/2006 to 10/2016
Manager Optivest Properties – Crestline/Lake Gregory, CA,
- Trained employees on additional job positions to maintain coverage of roles.
- Assigned tasks to associates to fit skill levels and maximize team performance.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Communicated company directives and programs to associates and ensured all follow-up items were completed accurately and timely.
- Accomplished financial objectives by forecasting requirements, scheduling expenditures and preparing annual budgets.
- Entered time and attendance logs in preparation for payroll.
- Developed lucrative marketing plans to maximize profits.
- Determined marketing strategies by reviewing operating and financial statements and departmental sales records.
- Enhanced team member performance through use of strategic and tactical approaches, motivational coaching and training.
- Exercised good judgment and decision-making in escalating concerns and resolving issues.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Leveraged leadership skills to identify deficiencies and opportunities to improve policies, procedures and controls.
- Minimized staff turnover through appropriate selection, orientation and training.
- Created training modules and documentation to train staff.
- Monitored staff performance and addressed issues.
- Developed and implemented appropriate plans to resolve unfavorable trends and enhance sales.
- Conducted quality, timely performance feedback and performance appraisals.
Education and Training
Expected in 05/2009 to
High School Diploma:
Bath County High School - Owingsville, KY
Bath County High School - Owingsville, KY
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Resume Overview
School Attended
- Bath County High School
Job Titles Held:
- Customer Service Representative
- Customer Service Representative
- Manager
- Manager
Degrees
- High School Diploma
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