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customer service representative resume example with 5+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • H: (555) 432-1000
  • C:
  • resumesample@example.com
  • Date of Birth:
  • India:
  • :
  • single:
  • :
Summary

I'm a personable and dedicated Customer Service Representative with extensive experience in the customer service industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients and colleagues. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships and cultivating partnerships.

Skills
  • Credit card payment processing
  • Report creation
  • Report generation
  • Microsoft Office expertise
  • Quality control
  • Call Center Operations
  • Courteous demeanor
  • Store maintenance
  • Adaptive team player
  • Office equipment proficiency
  • System implementation
  • Project management abilities
  • Customer relations
  • Quality assurance controls
  • Problem-solving abilities
  • Senior leadership support
  • Clerical support
  • Technologically savvy
Experience
Customer Service Representative, 08/2020 - Current
 Quality Custom Distribution – La Puente, CA,
  • Addressed member concerns thoroughly and provided solutions.
  • Educated members in a constructive manner, regarding their account restrictions.
  • Collaborated with upper level colleagues on solutions for member issues.
  • Maintained privacy and security practices set forth by Nextdoor and FCR as a whole.
  • Upheld strict quality control policies and procedures during customer interactions.
  • Fielded member complaints and queries, fast-tracking them for problem resolution.
  • Documented conversations with members to track requests, problems and solutions.
  • Assessed member account information to determine current issues and potential solutions.
  • Relayed productive member feedback to marketing teams.
  • Set up and activated member accounts.
  • Assessed member needs and upsold products and services to maximize sales.
  • Secured client retention by driving service and product benefits, features and recommendations around clients' needs.
  • Escalated member concerns and product issues to leadership.
  • Cultivated impactful relationships with members and drove business development by delivering product knowledge.
  • Consulted with members to determine best methods to resolve service and billing issues.
  • Informed members about billing procedures, processed payments and provided payment option setup assistance.
Customer Service Representative, 03/2020 - 08/2020
 Quality Custom Distribution – Canton, MA,
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Educated customers on special pricing opportunities and company offerings.
  • Documented conversations with customers to track requests, problems and solutions.
  • Assisted customers in making payments on accounts and setting up payment plans.
  • Fielded customer complaints and queries, fast-tracking them for problem resolution.
  • Delivered service and support to each customer, paving way for future business opportunities.
  • Upheld strict quality control policies and procedures during customer interactions.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Assessed customer account information to determine current issues and potential solutions.
  • Consulted with customers to determine best methods to resolve service and billing issues.
  • Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
  • Confirmed delivery of orders and troubleshot missed delivery dates, shortages and overages.
  • Escalated customer concerns, store issues and inventory requirements to supervisors.
  • Made outbound calls to obtain account information.
  • Secured client retention by driving service and product benefits, features and recommendations around clients' needs.
  • Assessed customer needs and upsold products and services to maximize sales.
  • Reviewed account and service histories to identify trends and issues.
  • Set up and activated customer accounts.
  • Recommended improvements to products and services to mitigate complaints.
  • Relayed productive customer feedback to marketing teams.
  • Upheld privacy and security requirements established by Peloton and FCR.
  • Supported operational improvements and resolution of problems to deliver top-notch customer service.
  • Exceeded company productivity standards on consistent basis.
Team Lead, 09/2018 - 03/2020
 The Kraft Heinz Company – Winchester, VA,
  • Delegated weekly tasks to team members (team SME's and for the CSAT team) to optimize group productivity.
  • Monitored team progress and enforced deadlines.
  • Fostered positive colleague relationships through communication, training and development coaching.
  • Rotated through series of different stations based on team needs.
  • Offered constructive criticism regarding quality assurance on team phone calls.
  • Performed various troubleshooting tasks to address Member issues.
  • Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
  • Assessed, motivated and empowered colleagues to work to build Member satisfaction and loyalty, to support retention and growth.
  • Mentored newly hired colleagues and leadership on policies, procedures, and case work.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Educated Members on special pricing opportunities and company offerings.
  • Documented conversations with customers to track requests, problems and solutions.
  • Assisted Members in making payments on accounts and setting up subscription plans.
  • Fielded Member complaints and queries, fast-tracking them for problem resolution.
  • Upheld strict quality control policies and procedures during Member interactions.
  • Provided outstanding service to new and long-standing Member by attending closely to concerns and developing solutions.
  • Assessed Member account information to determine current issues and potential solutions.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Informed Members about billing procedures, processed payments and provided payment option setup assistance.
  • Consulted with Members to determine best methods to resolve service and billing issues.
  • Confirmed delivery of orders and troubleshot missed delivery dates, shortages and overages.
  • Cultivated impactful relationships with Members and drove business development by delivering product knowledge.
  • Escalated Member concerns, site issues and inventory requirements to supervisors.
  • Assessed Member needs and upsold products and services to maximize sales.
  • Answered 10+ inbound calls per day and directed to individuals or departments.
  • Reviewed account and service histories to identify trends and issues.
  • Relayed productive Member feedback to marketing teams.
  • Upheld privacy and security requirements established by Dollar Shave Club and FCR.
  • Supported operational improvements and resolution of problems to deliver top-notch customer service.
  • Interviewed Members regarding poor Member interaction issues with colleagues and reported feedback to management team.
  • Exceeded company productivity standards on consistent basis.
Front Desk Receptionist/ Head Housekeeper, 01/2018 - 09/2018
 City Center Motel – City, STATE,
  • Observed all sanitation and exposure guidelines to maintain internal protocols.
  • Staged all offered amenities during room turnovers, confirming presence of appropriate signage and personal hygiene products.
  • Stored tools in assigned locations, maintaining clean, orderly storage and maintenance habits.
  • Complied with regulations regarding hazardous chemicals storage and disposal, depositing empty containers in appropriate receptacles.
  • Informed appropriate facilities personnel of required repairs or upgrades to equipment.
  • Maintained prescribed stock levels within housekeeping carts, preserving availability of all equipment for other personnel.
  • Replaced expired products and consumable offerings per internal policies.
  • Reported incidents of property damage to the General Manager, owner, and maintenance, documenting any destruction for loss prevention purposes.
  • Performed waste removal duties, separating and depositing refuse in appropriate containers.
  • Documented and took action on incidents of theft, in addition to reporting missing items to the manager for processing or legal action.
  • Refilled durable containers with cleaning chemicals, maintaining prescribed levels and varieties.
  • Returned vacant rooms to occupant-ready status by deep cleaning, changing linens, restocking inventory and removing trash.
  • Rendered detailed and timely cleaning services while working in fast-paced environment with multiple interruptions.
  • Followed manufacturer instructions for using chemicals and equipment to avoid burns, injuries and workplace accidents.
  • Used cleaning products for sanitizing bathrooms and kitchens to reduce spread of germs and prevent illness.
  • Coached new colleagues by demonstrating approved cleaning procedures.
  • Handled payment processing and provided customers with receipts and proper bills and change.
  • Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
  • Received incoming calls and coordinated with hotel staff to fulfill requests and resolve issues.
  • Prepared daily shift close reports and balanced cash register to accurately reflect all transactions.
  • Responded to inquiries and room requests made online, by phone or email.
  • Signed for packages, recorded all deliveries and distributed to personnel.
  • Maintained accurate bookkeeping of important files and ran reports and delivered updates on occupancy and revenues to supervisor.
  • Collaborated with housekeeping and maintenance staff to address and mitigate facility issues.
  • Explained and pointed out property details to guests, including dining areas, pool, spa and fitness center.
  • Input customer data into reservation software and made immediate updates to reflect room changes.
  • Checked and secured building areas during off-hours to prevent entry by unauthorized individuals.
  • Answered phone calls, provided information to callers and connected callers to appropriate people.
  • Delivered administrative support to team members, including making copies, sending faxes, organizing documents and rearranging schedules.
  • Managed customer complaints and rectified issues to complete satisfaction.
  • Managed office paperwork, including scanning documents and routing business correspondence.
  • Pulled and organized requested documentation.
  • Sorted incoming mail and directed to correct personnel each day.
  • Addressed and welcomed large volume of guests to business per day, improving overall customer service and engagement.
  • Maintained front office cleanliness and organized supplies to increase task productivity.
  • Determined needs of visitors and provided information or solutions.
  • Oversaw office inventory by restocking supplies and submitting purchase orders.
  • Reviewed safety, health and sanitation processes throughout all areas and enforced rules to promote security and safety.
  • Maintained all financial records to verify timely clearance of all credit and debit activities.
  • Coordinated travel arrangements by booking hotel rooms, car rentals and flights for guests.
  • Made travel arrangements and reservations.
  • Trained colleagues on reservation softaware and answered employee technological questions.
Front Desk Receptionist / Head Housekeeper, 03/2016 - 01/2018
 Oceanside Beachfront RV Resort – City, STATE,
  • Observed all sanitation and exposure guidelines to maintain internal protocols.
  • Staged all offered amenities during room turnovers, confirming presence of appropriate signage and personal hygiene products.
  • Stored tools in assigned locations, maintaining clean, orderly storage and maintenance habits.
  • Complied with regulations regarding hazardous chemicals storage and disposal, depositing empty containers in appropriate receptacles.
  • Informed appropriate facilities personnel of required repairs or upgrades to equipment.
  • Maintained prescribed stock levels within housekeeping carts, preserving availability of all equipment for other personnel.
  • Replaced expired products and consumable offerings per internal policies.
  • Reported incidents of property damage to the General Manager, owner, and maintenance, documenting any destruction for loss prevention purposes.
  • Performed waste removal duties, separating and depositing refuse in appropriate containers.
  • Documented and took action on incidents of theft, in addition to reporting missing items to the manager for processing or legal action.
  • Refilled durable containers with cleaning chemicals, maintaining prescribed levels and varieties.
  • Returned vacant rooms to occupant-ready status by deep cleaning, changing linens, restocking inventory and removing trash.
  • Rendered detailed and timely cleaning services while working in fast-paced environment with multiple interruptions.
  • Followed manufacturer instructions for using chemicals and equipment to avoid burns, injuries and workplace accidents.
  • Used cleaning products for sanitizing bathrooms and kitchens to reduce spread of germs and prevent illness.
  • Coached new colleagues by demonstrating approved cleaning procedures.
  • Handled payment processing and provided customers with receipts and proper bills and change.
  • Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
  • Received incoming calls and coordinated with hotel staff to fulfill requests and resolve issues.
  • Prepared daily shift close reports and balanced cash register to accurately reflect all transactions.
  • Responded to inquiries and room requests made online, by phone or email.
  • Signed for packages, recorded all deliveries and distributed to personnel.
  • Maintained accurate bookkeeping of important files and ran reports and delivered updates on occupancy and revenues to supervisor.
  • Collaborated with housekeeping and maintenance staff to address and mitigate facility issues.
  • Explained and pointed out property details to guests, including dining areas, pool, spa and fitness center.
  • Input customer data into reservation software and made immediate updates to reflect room changes.
  • Checked and secured building areas during off-hours to prevent entry by unauthorized individuals.
  • Answered phone calls, provided information to callers and connected callers to appropriate people.
  • Delivered administrative support to team members, including making copies, sending faxes, organizing documents and rearranging schedules.
  • Managed customer complaints and rectified issues to complete satisfaction.
  • Managed office paperwork, including scanning documents and routing business correspondence.
  • Pulled and organized requested documentation.
  • Sorted incoming mail and directed to correct personnel each day.
  • Addressed and welcomed large volume of guests to business per day, improving overall customer service and engagement.
  • Maintained front office cleanliness and organized supplies to increase task productivity.
  • Determined needs of visitors and provided information or solutions.
  • Oversaw office inventory by restocking supplies and submitting purchase orders.
  • Reviewed safety, health and sanitation processes throughout all areas and enforced rules to promote security and safety.
  • Maintained all financial records to verify timely clearance of all credit and debit activities.
  • Coordinated travel arrangements by booking hotel rooms, car rentals and flights for guests.
  • Made travel arrangements and reservations.
  • Trained colleagues on reservation software and answered employee technological questions.
Housekeeping/ Server/ Kitchen, 09/2015 - 03/2016
 Garden Valley Retirement – City, STATE,
  • Observed all sanitation and exposure guidelines to maintain internal protocols.
  • Staged all offered amenities during room turnovers, confirming presence of appropriate signage and personal hygiene products.
  • Stored tools in assigned locations, maintaining clean, orderly storage and maintenance habits.
  • Complied with regulations regarding hazardous chemicals storage and disposal, depositing empty containers in appropriate receptacles.
  • Informed appropriate facilities personnel of required repairs or upgrades to equipment.
  • Maintained prescribed stock levels within housekeeping carts, preserving availability of all equipment for other personnel.
  • Replaced expired products and consumable offerings per internal policies.
  • Reported incidents of property damage to the General Manager, owner, and maintenance, documenting any destruction for loss prevention purposes.
  • Performed waste removal duties, separating and depositing refuse in appropriate containers.
  • Refilled durable containers with cleaning chemicals, maintaining prescribed levels and varieties.
  • Rendered detailed and timely cleaning services while working in fast-paced environment with multiple interruptions.
  • Followed manufacturer instructions for using chemicals and equipment to avoid burns, injuries and workplace accidents.
  • Coached new colleagues by demonstrating approved cleaning procedures.
  • Collaborated with management and maintenance staff to address and mitigate facility issues.
  • Maintained front office cleanliness and organized supplies to increase task productivity.
  • Reviewed safety, health and sanitation processes throughout all areas and enforced rules to promote security and safety.
  • Satisfied customers by topping off drinks and anticipating condiments, napkins and other needs.
  • Promoted desserts, appetizers and specialty drinks to optimize sales.
  • Collaborated with host, bus person and cook to serve up food and beverage options.
  • Prepared salads, appetizers and garnishes to assist kitchen staff.
  • Arranged place settings with fresh tablecloths, tableware and flowers to create appealing tables.
  • Developed rapport with guests and assisted in generating repeat business by providing exceptional customer service.
  • Completed cleaning duties by sweeping and mopping floors, vacuuming carpet and tidying up server stations.
  • Cleared table and bussed dishes to allow for quick setups.
  • Stocked server areas with supplies before, during and after shifts.
  • Welcomed guests with personable attitude and brought beverage orders while reviewing menu options.
  • Developed strong and lasting resident relationships.
  • Communicated with kitchen staff frequently to stay up-to-date on supply availability and potential customer wait times.
  • Answered guest questions regarding menu, food and beverage preparation, recipe ingredients and allergens.
  • Implemented sanitary food handling, holding and service protocols.
  • Addressed concerns or complaints quickly to improve service and escalated more advanced issues to management for resolution.
  • Handled food safely and kept spaces clean to protect customers from foodborne illness and maintain proper sanitation.
  • Documented food orders and ran items to guest tables in dining room.
  • Relayed orders and special requests to cooks.
Education and Training
High School Diploma: , Expected in 06/2014
-
Marshfield High School - Coos Bay, OR,
GPA:
Status -

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Resume Overview

School Attended

  • Marshfield High School

Job Titles Held:

  • Customer Service Representative
  • Customer Service Representative
  • Team Lead
  • Front Desk Receptionist/ Head Housekeeper
  • Front Desk Receptionist / Head Housekeeper
  • Housekeeping/ Server/ Kitchen

Degrees

  • High School Diploma

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