LiveCareer-Resume

customer service representative resume example with 20+ years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • H: (555) 432-1000
  • C:
  • resumesample@example.com
  • Date of Birth:
  • India:
  • :
  • single:
  • :
Summary
Responsible for facilitating a full day mandatory training session on diversity (Creating an Inclusive Environment) for over 200 Wells Fargo team members. Implemented a regional team member resource group (Minorities on the Rise: Red River Valley) which focuses on educational topics related to all aspects of diversity for over 300 team members within the region. In 2010 was invited to be a member of the greater business unit Diversity Council and was elected as Co-Chair in 2011. Successfully completed the Fargo/Moorhead Chamber of Commerce Leadership Program in 2007 which included partnering with Fargo Public Schools to create a mentoring program for New American students. Produced and facilitate an internal Leadership Development Program which includes selecting, mentoring, and developing future leaders. Excellent coaching skills and recipient of numerous "Star Manager" awards for effective coaching. As a direct result of these skills, team has had the lowest number of performance improvement plans and corrective action within the business unit for the last 2 years in a row. Regularly perform coaching observations and provide feedback to supervisors.
Highlights
  • Guest services
  • Inventory control procedures
  • Merchandising expertise
  • Loss prevention
  • Cash register operations
  • Product promotions
Accomplishments
  • Implemented a regional team member resource group (Minorities on the Rise: Red River Valley) which focuses on educational topics related to all aspects of diversity for over 300 team members within the region. In 2010 was invited to be a member of the greater business unit Diversity Council and was elected as Co-Chair in 2011
  • Excellent coaching skills and recipient of numerous "Star Manager" awards for effective coaching. As a direct result of these skills, team has had the lowest number of performance improvement plans and corrective action within the business unit for the last 2 years in a row. Regularly perform coaching observations and provide feedback to supervisors
Experience
Customer Service Representative, 01/1 - Current
Clopay Corporation Dallas, TX,
  • Responsible for managing customer service efforts within Internal Service Support Group which includes 6 direct reports (Customer Service Supervisors) and 106 indirect reports (Customer Service Representatives).
  • Developing, implementing, and monitoring standards and goals while ensuring that productivity and service standards are being met. Ensuring compliance to company and department policies and procedures by creating and revising annual performance and policy guidelines.
  • Hiring, training, coaching, developing, and mentoring supervisors and team members. Actively engaging in retention efforts which have included the set up of a New Hire Buddy Program as well as standardizing hiring on boarding practices. Turnover rate for entire team of 112 was less than 10% in 2011.
  • Effectively manage departmental budget and successfully forecast future dollars.
  • Performing financial product and/or business case analysis including the identification and implementation of process improvements and efficiencies.
  • Developed a Coaching Boot Camp for all 46 supervisors within the department which is facilitated in full day and monthly sessions.
  • Revised and recreated the On the Job Training program for newly hired and cross trained Customer Service Representatives. Direct supervision of 15-19 Service Support Specialists to include managing workflow and updating daily, monthly, and annual stats and reviews.
  • Performed employee evaluations, scheduled education and training, and assisted with career development.
  • Conducted monthly one on one meetings with each individual team member as well as facilitation of monthly team meetings. Ensured compliance to company policies and procedures and coached accordingly.
  • Maintained staffing needs by hiring, training, and developing team. Participated on various committees and project teams as needed. Assisted Wells Fargo bank personnel with questions and inquiries that they had pertaining to the daily functions of their jobs.
  • Educated bankers on government regulations and company policies and procedures. Insured accurate and timely service as well as excellent customer service.
  • Trained new hires and acted as an on the job trainer and transitional trainer in the classroom.
Equipment Exceptions Manager, 04/1999 - 05/2002
Qwest Wireless City, STATE,
  • Troubleshot equipment and network related issues. Proactively tested features and orders on accounts to ensure optimum performance.
  • Collected data for trouble reports on network outages and issues as well as maintained Prepaid Services.
  • Reduced administrative and inventory costs and resolved escalated issues in a timely and efficient manner to ensure customer satisfaction.
Group Living Counselor, 10/1997 - 01/1999
Excelsior Youth Center City, STATE,
  • Provided assessments, consultations, and counseling, including crisis intervention for residential clients.
  • Monitored mental health status of clients and assisted in planning and implementing various mental health programs.
  • Networked extensively with community agencies and implemented and led teen girl's empowerment group.
Cash Office Assistant Manager, 03/1994 - 12/1997
Super K-Mart City, STATE,
  • Balanced all monetary transactions on a daily basis as well as maintained accounts payable and accounts receivable. Trained and supervised staff in day to day operations.
  • Completed monthly inventory reports and also weekly payroll for over 350 employees.
  • Trained all new office personnel and supervised staff of twelve in day to day operations which consisted of scheduling.
Education
B.A.: Women's Issues, Expected in 2001
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Metropolitan State College of Denver - ,
GPA:
Status - Metropolitan State College of Denver Graduated 2001 B.A. Women's Issues in Social Services
: , Expected in
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Kunsmiller Middle School - Denver, CO
GPA:
Status - Internship Fall 1998: Kunsmiller Middle School, Denver CO; was responsible for helping the school social worker go out into the community and sign school aged children up to attend classes.
Professional Affiliations
Implemented a regional team member resource group (Minorities on the Rise: Red River Valley) which focuses on educational topics related to all aspects of diversity for over 300 team members within the region. In was invited to be a member of the greater business unit Diversity Council and was elected as Co-Chair in
Skills
Customer Service, Receptionist, Retail Sales, Training, Budget, Business Case, Case Analysis, Coaching, Customer Service Manager, Mentoring, Process Improvements, Use Case, Inventory, Accounts Payable, Accounts Receivable, Basis, Cash, Credit, Maintained Accounts, Office Assistant, Operations, Payroll, Scheduling, Accounts To, Exceptions, Satisfaction, Career Development, Staffing, Workflow, Clients, Mental Health, Customer Service Representative, New Hires, Corrective Action, Leadership Development, Social Services

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Resume Overview

School Attended

  • Metropolitan State College of Denver
  • Kunsmiller Middle School

Job Titles Held:

  • Customer Service Representative
  • Equipment Exceptions Manager
  • Group Living Counselor
  • Cash Office Assistant Manager

Degrees

  • B.A.

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