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Customer Service Representative Resume Example

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PhillipYeboah
Professional Summary

Knowledgeable and dedicated customer service professional with 15 years extensive experience in professional well-versed in building productive relationships . Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Strong leader with proven problem solving and conflict resolution skills.

Work History
Packaging Corporation Of America- Customer Service Representative
Lake Hamilton , FL04/2018 - Current
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
  • Engaged clients in person and over phone to answer questions and address complaints.
  • Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
  • Informed customers of product, price and policy changes to educate on issues and resolve concerns.
  • Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member.
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.
  • Coordinated customer service responses for high-value customers with complex issues as leading representative.
  • Cultivated customer loyalty, promoted repeat customers and improved sales.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals 25%.
Keystone Human Services- Conflicts Resolution Officer
Mount Joy , PA04/2018 - Current
  • Resolved problems with angry customers, improved operations and provided exceptional client support.
  • Resolved conflicts and negotiated mutually beneficial agreements between parties.
  • Handled 30 calls per hour to address customer inquiries and concerns.
  • Managed quality assurance program, including on-site evaluations, internal audits and customer surveys.
  • Diagnosed and repaired computer hardware and network systems.
  • Investigated and corrected or escalated project problems.
  • Enforced alignment of project strategy with business objectives and made modifications to promote efficient project completion.
Leidos Holdings Inc.- Human Resources Generalist
Greenville , SC09/2016 - 07/2018
  • Offered fair and equitable compensation by comparing current salaries with market pay.
  • Developed innovative new-employee orientation programs, including safety training.
  • Delivered team member services and customized employee programs focused on optimizing labor relations and communications.
  • Led special training courses such as yearly sexual harassment seminars.
  • Developed strategies to increase employee satisfaction and reduce turnover.
  • Met with staff to resolve difficult situations related to performance and conflict management.
  • Spearheaded talent acquisition, playing instrumental role in building and retaining high-caliber teams.
  • Launched studies for implementation of organizational design to improve alignment between components of organization and its overall organizational framework.
  • Improved operational processes resulting in productivity increase of 65% in HR department.
Diamond Travel Consult- Travel Manager
City , STATE02/2005 - 01/2016
  • Prepared necessary travel documentation for national and international trips to diverse locations.
  • Contributed to development and implementation of travel booking processes, procedures and systems to reduce costs by 60%.
  • Planned marketing initiatives and leveraged referral network to promote business development.
  • Maintained operational proficiency in coordinating both international and domestic travel accommodations for customers, arranging for airfare as well as hotel and rental car reservations.
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
  • Reduced costs 45% through client and distributor price negotiations.
  • Created and implemented new business opportunities by utilizing strategic networking strategies.
  • Liaised with sales, marketing and management teams to develop solutions and accomplish shared objectives.
  • Implemented up-selling strategies, encompassing recommendation of accessories and complementary purchases.
  • Executed local, regional and national marketing and branding initiatives to drive sales within existing and prospective accounts.
  • Enhanced success of advertising strategies by boosting engagement through social media and other digital marketing approaches.
  • Maximized team knowledge and productivity by effectively training, monitoring and directing employees in application of best practices and regulatory protocols.
  • Planned, monitored and appraised employee work results by training managers to coach and discipline employees.
  • Raised brand awareness through consistent marketing efforts and product campaign launches.
  • Defined and achieved project and overall organizational vision, strategies and tactics, including handling PR campaign which raised $450000.
Accomplishments
  • Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
  • Customer Relations - Earned highest marks for customer satisfaction, company-wide.
  • Tapped by a local high school to offer a presentation to students on sales vocations on its annual Career Day, which was so popular that it was included every year afterwards.
  • Resolved product issue through consumer testing.
  • Assisted in opening up 5 branch offices
Affiliations
  • Network Professional Association of Engineers
  • IATA / UFTAA
  • National Notary Association
Skills
  • Complaint resolution
  • Coaching and mentoring
  • HR management
  • Building morale
  • Product and service knowledge
  • Price Negotiation
  • Call center experience
  • Customer Relations
  • Relationship Building
  • Sales expertise
  • New Hire Orientation
  • File and records management
  • Data analysis skills
  • Network development
  • Cross-Selling
  • Systems and software programs
  • Quality checks
  • Warehouse Logistics
  • Shipping and receiving
  • Forklift Operations
Education
Massachusetts Institute of TechnologyCity, State02/2021Associate of Arts: Digital Marketing Analytics
National Association Of Pharmaceutical City01/2021Associate of Science: Pharmaceutical Marketing And Management
Network Professional Training SchoolCity07/2020Associate of Arts: Computer Engineering Technology
Goram School of AviationCity09/2010Associate of Arts: Tourism And Travel Management / IATA
  • Graduated summa cum laude
Kwame Nkrumah University of Science And TechnologyCity04/2005Bachelor of Arts: Tourism And Travel Services Marketing Operations
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Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.

How this resume score could be improved?

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Resume Overview

School Attended

  • Massachusetts Institute of Technology
  • National Association Of Pharmaceutical
  • Network Professional Training School
  • Goram School of Aviation
  • Kwame Nkrumah University of Science And Technology

Job Titles Held:

  • Customer Service Representative
  • Conflicts Resolution Officer
  • Human Resources Generalist
  • Travel Manager

Degrees

  • Associate of Arts : Digital Marketing Analytics
    Associate of Science : Pharmaceutical Marketing And Management
    Associate of Arts : Computer Engineering Technology
    Associate of Arts : Tourism And Travel Management / IATA
    Bachelor of Arts : Tourism And Travel Services Marketing Operations

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