LiveCareer-Resume

customer service representative resume example with 7+ years of experience

Jessica
Claire
resumesample@example.com
(555) 432-1000,
, , 100 Montgomery St. 10th Floor
:
Summary

Highly personable and dedicated Customer Service Professional with a desire to expand a current role at ChartSwap to offer clients a more specialized experience with the online platform. Self-motivated individual that thrives within challenging environments, solid team player with an enthusiastic attitude and a strong desire to contribute to the success of the company.

Skills
  • Excellent verbal and written communication skills with a focus on meeting the highest possible standard for customer service and satisfaction.
  • Up to date training and knowledge regarding HIPAA compliance and company procedures regarding private health information.
  • Extensive knowledge regarding the ChartSwap platform and how to guide new or inexperienced users through our system.
  • Typing speed of 60+ words per minute.
  • Technologically savvy and well versed in multiple applications and software platforms including Salesforce, LiveChat, Vonage/Broadworks Call Center, Microsoft Word/Office/Excel, Google mail/docs/drive/calendar etc., Adobe Photoshop, Apple iphone applications and more.
  • Basic CSS and html knowledge and experience with web design.
  • Received ChartSwap's "Above and Beyond" award for performance and productivity in 2020.
  • Experienced and published blogger and writer with articles appearing on Love What Matters, Scary Mommy, Today.com and other smaller publications.
  • Winner of Galveston's Got Talent - Season 1. Regular judge, mentor, guest performer, producer and general consultant for Galveston's Got Talent, The Voice: Galveston, Carly's All Stars and Carly's Claim to Fame: Houston.
  • Highly motivated with a significant preference for fast-paced work environments that utilize my ability to problem solve, find creative solutions and multi-task.
Education and Training
University of Louisiana At Lafayette Lafayette, LA Expected in : Psychology - GPA :
Experience
Xpo Logistics Inc. - Customer Service Representative
Santa Clara, CA, 01/2019 - Current
  • Form and cultivate excellent working relationships with clients using a variety of communication platforms, including phone, email and LiveChat.
  • Answer client communication on all available platforms in a timely, professional manner and provide any/all assistance needed to guide, advise or otherwise educate clientele in a way that enhances and improves their overall experience interacting with the online portal.
  • Maintain one-on-one relationships with select contacts when possible to provide more specialized, in depth assistance.
  • Troubleshoot alongside clients to resolve complicated request submission or fulfillment issues and escalate to the appropriate department for assistance when necessary.
  • De-escalate problematic client concerns and situations while maintaining a calm, friendly demeanor.
  • Ensure that internal firm accounts are current with correctly spelled, up to date contact information, proper formatting and clearly listed client preferences.
  • Create new company accounts and new or additional user accounts.
  • Deactivate, merge and/or delete inactive users at the client's request, while also mass transferring any requests to the appropriate contact.
  • Identify and merge duplicate accounts.
  • Send and assign requests and site invitations to the appropriate contacts.
  • Independently research to obtain and apply knowledge related to legal and healthcare documentation, terminology and proceedings relevant to my field in order to provide reassuring and accurate assistance to clients.
  • Maintain accurate, detailed activity logs that reflect account changes, request issues, guidance offered etc.
  • Communicate effectively with other customer support team members to stay up to date on website changes/issues, scheduling, challenging client interactions, provider information and more.
  • Other miscellaneous tasks suitable for my skill set. Recording and uploading ChartSwap new automated greetings into the Vonage system. Writing various training guides and tips for other employees, most recently for our new LiveChat platform. Working the Account QC report, unlinked requests etc.
Xpo Logistics Inc. - Customer Service Representative
Union City, GA, 03/2018 - 01/2019
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Educated customers on special pricing opportunities and company offerings.
  • Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
  • Assisted customers with making payments or establishing payment plans to bring accounts current.
  • Fielded customer complaints and queries, fast-tracking for problem resolution.
  • Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
  • Developed strong customer relationships to encourage repeat business.
  • Records management including customer information, billing, monthly financial reports, closing final sales.
  • Handled all payroll data input and calculation.
  • Created and distributed marketing and advertising materials to potential and current customers.
  • Tech support for both customers and employees resolving login issues, hardware/software installation and malfunctions, html formatting and website troubleshooting.
  • Misc. Administrative tasks, errands and projects as requested by office manager.
Assistant Manager - Gamestop
City, STATE, 01/2005 - 09/2007
  • Monitored sales floor to identify customers in need of assistance and merchandise requiring replenishment.
  • Processed merchandise returns and exchanges for customers to refund payments, trade items and offer store credit.
  • Answered questions about current promotions and resolved issues according to store policies
  • Used product knowledge to suggest items to match client needs.
  • Assisted with conducting merchandise stock counts and reported discrepancies to supervisor.
  • POS and computer tech support and cash register operation management.
  • Responsible for interview process, hiring and training for new employees.

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Resume Overview

School Attended

  • University of Louisiana At Lafayette

Job Titles Held:

  • Customer Service Representative
  • Customer Service Representative
  • Gamestop

Degrees

  • Some College (No Degree)

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