customer service representative resume example with 5 years of experience

Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000,

Experienced Customer Service Representative with a demonstrated history of working in the healthcare industry. 3 years of experience telecommuting. Personally handling 100 interactions (phone, email, chat) with a 95 or above quality rating. Also a 55WPM typist with experience using Oracle and Five9 applications.

04/2022 to Current Customer Service Representative Check 'N Go | Georgetown, TX,
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Assisted customers with making payments or establishing payment plans to bring accounts current.
  • Fielded customer complaints and queries, fast-tracking for problem resolution.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Consulted with customers to resolve service and billing issues.
  • Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
  • Developed strong customer relationships to encourage repeat business.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Made outbound calls to obtain account information.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Mentored new employees on procedures and policies to maximize team performance.
  • Trained new hires on products and services, best practices and protocols to reduce process gaps.
  • Processed purchase orders via phone, email, and chat.
  • Processed item returns.
08/2020 to 01/2022 Call Center Agent Hca | Mechanicsville, VA,
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
  • Managed high-volume of inbound and outbound customer calls.
  • Explained key information regarding products and services to customers to encourage informed decision-making.
  • Maintained strong call control and quickly worked through scripts to address problems.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Documented customer inquiries and feedback and entered service delivery suggestions in company database.
  • Answered, screened and processed high volume of calls daily with call management system and web-based communications.
  • Tracked activity in CRM to support quality assurance.
  • Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
  • Completed high volume of outbound calls per day with above-average conversion rate.
  • Updated customer accounts, addresses and contact information within call management databases.
  • Scheduled vehicle service appointments.
02/2016 to 05/2019 Direct Support Professional Ibero-American Action League, Inc. | Albany, NY,
  • Maintained clean and well-organized environment for client happiness and safety.
  • Transported clients to doctor's appointments and errands.
  • Enhanced patient wellbeing by supporting participation in recreational activities.
  • Tracked and reported clients' progress based on observations and conversations.
  • Supervised medication administration, personal hygiene and other activities of daily living.
  • Followed care plan and directions to administer medications.
  • Developed strong and trusting rapport with patients to facilitate smooth, quality care.
  • Monitored client's well-being, safety and comfort under physician direction.
  • Documented current patient information to update vital signs, behaviors and eating habits.
  • Aided with mobility and independence for disabled individuals and continually monitored safety.
  • Accompanied or transported clients to appointments, errands and social activities.
  • Used approved crisis intervention techniques in emergency situations.
  • Provided direct care to individuals with intellectual and developmental disabilities, fostering activities of daily living.
  • Reported changes in client condition to administrators, facilitating nursing intervention.
  • Assisted individuals in learning and developing new skills.
  • Assisted with planning and coordination of activities and outings based on individual needs.
  • Advocated for disabled individuals to foster communication and self-expression and achieve goals.
  • Documented client progress in charts and logbooks.
  • Improved patient outlook and daily living through compassionate care.
  • Served meals and assisted immobile or disabled individuals with eating.
  • Assisted client with personal hygiene, mobility and transportation.
  • Partnered with interdisciplinary teams to implement care plans.
  • Credit card payment processing
  • Report creation
  • Report generation
  • Microsoft Office expertise
  • Inbound and Outbound Calling
  • Problem-solving abilities
  • Technologically savvy
  • Office equipment proficiency
  • Adaptive team player
  • Customer relations
  • Conflict mediation
  • Courteous demeanor
  • High-energy attitude
Education and Training
Expected in 01/2012 to to GED | Kalkaska High School, Kalkaska, MI GPA:

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Resume Overview

School Attended

  • Kalkaska High School

Job Titles Held:

  • Customer Service Representative
  • Call Center Agent
  • Direct Support Professional


  • GED

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