Customer Service Representative Agent Resume Example

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(555) 432-1000,
, , 100 Montgomery St. 10th Floor
Professional Summary

Committed professional with a solid history of accomplishment in helping people handle emotionally-charged, life-threatening and dangerous situations. Knowledgeable about dispatch procedures and policies. Successful at keeping callers calm and gathering required information to support police and other first responder actions. Reads maps, understands tracking information and provides timely updates to field personnel. Attentive telecommunications professional with training and experience to handle stressful situations. Organized and thorough in documenting calls. Helps first responders coordinate emergency actions and support local community. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

  • Upbeat and Positive Personality
  • Responding to Difficult Customers
  • Understanding Customer Needs
  • Verbal and Written Communication
  • Resource Requirements Identification
  • Microsoft SQL Server
  • Technical Support
  • File Maintenance
  • City code knowledge
  • Policy analysis
  • Court processes
  • Legal notice publishing
  • Creative problem solving
  • Financial report analysis
  • Activity coordination
  • Researching skills
  • Employee training
  • Database Management
  • City personnel supervision
  • Application Review
  • Money handling
Annandale High School Annandale, VA Expected in 06/1994 High School Diploma : - GPA :
  • Resolved product issue through consumer testing.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • multiple 311 application ticket information & payment system
  • Sexual harassment prevention
  • ETIMS Training
  • Developing Powerful Communication and Listening Skills
  • Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
  • Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
  • Customer Relations - Earned highest marks for customer satisfaction, company-wide.
Work History
Peninsula Truck Lines, Inc. - Customer Service Representative Agent
Kennewick, WA, 07/2008 - Current

. Validate department of Motor Vehicle Information,Payment status ,Driver Licensing ,limited purpose driver license identification

  • Worked closely with city personnel in development and interpretation of city and department policies and conferred with legal advisors and city officials regarding management problems.
  • Responded to requests for information from public, other municipalities or state and federal legislative offices.
  • Processed payments for fines and fees, maintained accurate drawers, issued receipts and updated account balances.
  • Assisted newly hired clerks in learning about application reviews and verification procedures, performance strategies and customer service techniques.
  • Informed customers by mail or telephone of additional steps needed to obtain licenses.
  • Updated operational records or licensing information using computer terminals.
  • Maintained fiscal records and accounts.
  • Worked closely with applicants to determine eligibility and verify accuracy and integrity of application data.
  • Calculated and remitted state sales tax, service and other charges.
  • Operated specialized photographic equipment to obtain photographs for drivers' licenses or photo identification cards.
  • Verified authenticity of documents such as foreign identification or immigration documents.
  • Updated documents such as municipal codes and city charters.
  • Conducted exams and tests, graded responses and accurately determined licensing approvals and data verification.
Peninsula Truck Lines, Inc. - Guest Service Assistant
Tumwater, WA, 04/2000 - 08/2021
  • Educated guests on hotel security features and instructed on important information regarding safety processes and procedures.
  • Collaborated with team members to handle guest requirements from check-in through check-out.
  • Delivered above-and-beyond service to guests by making outside venue reservations and setting up tours.
  • Processed orders, credits and tracked returns.
  • Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
  • Oversaw fast-paced front desk operations and guests' needs at busy facility
DC Department Of Motor Vehicles - Customer Service Specialist
City, STATE, 04/2003 - 07/2008
  • Surpassed performance goals by approaching interactions with resourcefulness, organization and customer-centric solutions.
  • Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
  • Worked in matrix management environment with oversight of division level managers, operations, sales, finance, human resources, safety and compliance.
  • Sought ways to improve processes and services provided.
  • Met all customer call guidelines including service levels, handle time and productivity.
  • Investigated and resolved customer inquiries and complaints quickly.
National Associates Inc - Customer Service Specialist
City, STATE, 05/2002 - 08/2003
  • Surpassed performance goals by approaching interactions with resourcefulness, organization and customer-centric solutions.
  • Complied with company policies and procedures by encouraging positive and effective work environment among all employees.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Carried out opening and closing functions to meet operational needs underpinning strong customer service.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Maintained financial accounts by processing customer adjustments.
  • Described product highlights and benefits to help guide purchasing decisions.
Spanish :
Native or Bilingual
Negotiated :

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Resume Overview

School Attended
  • Annandale High School
Job Titles Held:
  • Customer Service Representative Agent
  • Guest Service Assistant
  • Customer Service Specialist
  • Customer Service Specialist
  • High School Diploma

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