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Customer Service Representative resume example with 12+ years of experience

Jessica
Claire
resumesample@example.com
(555) 432-1000,
Montgomery Street, San Francisco, CA 94105
:
Professional Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.

Skills
  • Complaint resolution
  • Report preparation
  • Computer proficient
  • Stocking and replenishing
  • Money handling abilities
  • Good listening skills
  • Multi-line phone talent
  • Service standard compliance
  • Data entry
  • Administrative support
  • Creative problem solving
  • Professional telephone demeanor
  • MS Office proficiency
  • POS systems expert
Education
Portland Community College Portland, OR Expected in 09/2013 Associate of Science : Administrative Assistant : Office Management - GPA :
Work History
Premier Bank - Customer Service Representative
Fort Wayne, IN, 01/2017 - Current
  • Consulted with outside parties to resolve discrepancies and create effective solutions.
  • Helped 10 customers every hour by approaching conversations with positive attitude and empathetic listening.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Managed timely and effective replacement of damaged or missing products.
  • Directed incoming calls to internal personnel and departments, routing to best-qualified department.
  • Met all customer call guidelines including service levels, handle time and productivity.
  • Provided primary customer support to internal and external customers in fast-paced environment.
  • Investigated and resolved accounting, service and delivery concerns.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Liaised with sales, marketing and management teams to develop solutions and accomplish shared objectives.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Entered orders into AS 400 computer database system.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
  • Trained new personnel regarding company operations, policies and services.
Bay State Community Services - Residential House Manager
Braintree, MA, 04/2016 - 05/2019
  • Supported personal needs of residents dealing with diverse conditions.
  • Strategized to improve resident care and satisfaction and attended monthly meetings with directors to advocate for resident needs.
  • Promoted positive relations between residents and staff.
  • Enforced policies and safety standards through building and room rounds.
  • Provided swift and knowledgeable emergency support in line with facility crisis protocols.
  • Conducted tours, orientation and educational sessions for new residents.
  • Solved grievances and complaints by collaborating with residents.
  • Maintained regular contact with clients and identified opportunities to deliver added value to client relationships.
  • Delegate weekly chores, sign off on completion.
  • Administered UA and Breathilyzer tests to report findings to administration.
Crate And Barrel - Clininc Assistant
Lyndhurst, OH, 06/2016 - 12/2016
  • Collaborated with team to define business requirements for organizational processes, achieve productivity standards and adhere to accuracy standards.
  • Scheduled patient appointments to meet treatment requirements and ensure quality care.
  • Answered questions from patients via email, phone and in person.
  • Followed all HIPAA rules and regulations regarding patient confidentiality.
  • Received incoming calls and messages and addressed or triaged phone requests.
  • Controlled digital access, used confidential waste bins and shredders, and locked document storage cabinets to protect confidential files, reports and fiscal data.
  • Operated with high integrity, built trust, and earned sustained credibility with internal and external clientele.
  • Encouraged good habits and modeled practical problem-solving for staff and clients.
  • Welcomed visitors to office, communicated arrival to team and managed visit expectations.
  • Check in patients by file number, administer Urinalysis and advise doctor and counseling staff of substances present.
  • Screen patients for financial eligibility, Insurance verification of patients using OHP website.
  • Answer, screen, and re-direct incoming calls and voicemail.
  • Schedule appointments in outlook for counseling sessions and intake of new patients.
  • Sort and disburse mail, packages and faxes; prepare Fed-Ex packages for shipment to lab.
  • Open and close clinic, receive cash payments, key receipt and log into daily ledger
The Salvation Army Family Store - Assistant Store Manager
City, STATE, 08/2008 - 09/2015
  • Reduced company expenditures and met budget targets by closely monitoring, tracking and controlling expenses.
  • Promoted professional growth and facilitated talent development of each associate to drive performance excellence.
  • Rotated merchandise and displays to feature new products and promotions.
  • Assessed job applications and made hiring recommendations to bring in top candidates for key vacancies.
  • Helped with planning schedules and delegating assignments to meet coverage and service demands.
  • Assisted team members with delivering friendly, knowledgeable service by applying proactive monitoring and corrective action strategies.
  • Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
  • Maintained positive customer relationships by responding quickly to customer service inquiries.
  • Developed and managed employee schedules, balancing individual requests and requirements with business needs.
  • Supervised team of 6 employees and provided feedback on performance.
  • Provided weekly work schedules to employees to accommodate business demands and vacation requests.
  • Trained and managed associates in customer service and sales techniques.
  • Handled customer service by dealing with complaints, organizing stock and answering customer questions.
  • Onboarded new employees, including training, mentoring and new hire documentation.
  • Processed payments for credit and debit cards and returned proper change for cash transactions.
Accomplishments
  • Received the "Employee of the Month" award after two months of employment.

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Resume Overview

School Attended

  • Portland Community College

Job Titles Held:

  • Customer Service Representative
  • Residential House Manager
  • Clininc Assistant
  • Assistant Store Manager

Degrees

  • Associate of Science

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