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Customer Service Representative Resume Example

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Jessica Claire
  • Montgomery Street, San Francisco, CA 94105
  • H: (555) 432-1000
  • C:
  • resumesample@example.com
  • Date of Birth:
  • India:
  • :
  • single:
Summary

Hardworking Customer Service professional accustomed to a fast-paced outbound call center environment.

Strong aptitude for working with little supervision in remote environments. Work quickly to understand, document and resolve customer concerns all while meeting quality standards and staying current on product and service updates. Highly empathetic and supportive team player.

Skills
  • Credit card payment processing
  • Active listening
  • Conflict mediation
  • Call center experience
  • Sales expertise
  • Quality control
  • Customer relations
  • Adaptive team player
Experience
Customer Service Representative, 03/2019 to 03/2020
Unitedhealth Group Inc. Hemet, CA,
  • Assisted approximately 50-100 customers each day with product or service related questions.
  • Assessed customer needs and upsold products and services to maximize total sales.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Evaluated customer account information to assess current issues and determine potential solutions.
  • Set up and activated customer accounts.
  • Trained all new employees in procedures and policies in order to maximize team performance.
  • Upheld privacy and security requirements established by regulatory agencies.
  • Documented conversations with customers to track requests, problems and solutions.
  • Reported customer concerns, store issues and inventory requirements to supervisors.
  • Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations.
  • Delivered high level of service and support to each customer, paving way for future business opportunities.
  • Cultivated impactful relationships with customers and fellow associates which in turn made for a positive working environment.
  • Answered customer questions and addressed concerns, resulting in a reduction in complaint calls to upper management.
  • Interviewed customers regarding different issues and reported feedback to management team.
  • Worked with managers to develop service improvement initiatives.
  • Consulted with customers to determine best methods to resolve service and billing issues.
Cashier Team Lead, 08/2018 to 08/2019
Otg New York, NY,
  • Applied proper tare procedures when ringing up scalable items to maintain accurate pricing.
  • Complied with cash handling procedures to meet regional cashier variance policy.
  • Scanned, priced and bagged customer groceries efficiently and accurately to deliver excellent customer service.
  • Maximized sales potential by preparing, storing, rotating and merchandising products at point-of-sale.
  • Assisted with training new cashiers and customer service team members to increase speed of onboarding.
  • Cleaned and stocked front end areas, including register changing tapes and ribbons.
  • Assisted with purchases, locating items and signing up for rewards programs.
  • Inventoried stock and placed new orders to keep supplies within optimal levels for expected demands.
  • Resolved issues with cash registers, card scanners and printers.
  • Developed training and mentoring procedures to keep team member performance strong and optimized for store needs.
  • Assisted management with developing and managing employee improvement strategies to encourage exceptional performance from all staff.
  • Authorized discounts and special actions to resolve customer disputes and maintain satisfaction.
  • Learned roles of other departments to provide coverage and keep store operational.
  • Directed merchandising and signage updates for weekly and seasonal promotional changes.
  • Maintained work area in clean and neat manner.
  • Greeted customers promptly and responded to questions.
  • Monitored sales events to protect products, added new merchandise and rang up purchases.
  • Counted and balanced cashier drawers.
  • Worked closely with front-end staff to assist customers.
  • Helped customers find specific products, answered questions and offered advice.
  • Contributed abilities during heavy work periods and to cover missing employees to uphold strong service levels for customers.
  • Monitored exits for security issues.
  • Properly verified customer identification for alcohol or tobacco purchases.
  • Maintained high productivity by efficiently processing cash, credit, debit and voucher program payments for customers.
  • Helped customers find store locations and complete purchases.
  • Built and maintained productive relationships with employees.
  • Trained new team members in cash register operation, stock procedures and customer service.
  • Trained and mentored new cashiers to maximize performance with skilled, efficient and knowledgeable team members.
  • Taught employees use of registers, merchandising of stock and satisfaction of diverse customer needs.
  • Inspected checkout areas daily and directed team members in cleaning, trash removal and other actions to restore professional appearances.
Outbound Sales Call Center Agent, 06/1996 to 12/1997
Veyo Cudahy, WI,
  • Led outbound calling team such that each team member met or exceeded sales targets.
  • Trained numerous outbound callers to conduct successful outbound calls for telemarketing, sales, fundraising and surveys.
  • Seized opportunities to upsell new product offerings to current customers and coached team to upsell.
  • Documented outbound calling processes and equipped callers with quick-reference job aids to enable recall of less common processes.
  • Established long-lasting relationships with new and existing customers through warm, personable and knowledgeable phone interactions.
  • Refined and demonstrated excellent listening skills, asked probing questions, understood concerns and overcame objections.
  • Developed and implemented new and improved outbound calling processes and scripts, resulting in increased sales and caller engagement.
  • Employed customer relationship management software to track and manage calls made by team members and to retain customer data.
  • Worked with managers to develop service improvement initiatives.
  • Exceeded service goals while leveraging customer service, sales and employee management best practices.
  • Kept detailed records of customer accounts, including actions taken, how issues were resolved.
  • Earned Top Seller for most days worked.
  • Provided excellent services for customers by following up on issues.
Education and Training
Associate of Arts: General Studies, Expected in 05/1996
to
University of North Florida - Jacksonville, Florida,
GPA:
Two Year Transfer: General, Expected in 1990
to
Florida State College of Jacksonville - Jacksonville, Florida,
GPA:

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Resume Overview

School Attended
  • University of North Florida
  • Florida State College of Jacksonville
Job Titles Held:
  • Customer Service Representative
  • Cashier Team Lead
  • Outbound Sales Call Center Agent
Degrees
  • Associate of Arts
  • Two Year Transfer

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