customer service representative ii resume example with 15+ years of experience
JessicaClaire
, , 100 Montgomery St. 10th Floor(555) 432-1000, resumesample@example.com
Professional Summary
Hardworking and passionate job seeker with strong organizational skills eager to secure Technical Support Engineer position. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Skills
Multitasking Abilities
Teamwork and Collaboration
Identifying Trends
Quality Assurance
File and records management
Ability To Learn
Billing And Payment Processing
Troubleshooting Technical Issues
Flexible And Adaptable
Data Trending
Operational Reporting
Technical Support
Staff education and training
Customer service expert
Work History
07/2021 to CurrentCustomer Service Representative IIAmerican Homes 4 Rent | Huntersville, NC,
Consistently deliver exceptional customer service and end to end resolutions of all inbound and outbound customer requests including but not limited to general inquiries, complaints and customer retention.
Take full ownership of customer requests and work to 100% first call resolution.
Make outbound calls to customers as required to clarify content, advise of issues and discuss where changes cannot be completed to customer expectations
Proactively offer to amend any errors identified which require customer approval
Exceed customer expectations in all customer interactions.
Knowledge of all key principles and processes for providing good customer service
Strong customer service and satisfaction ratings through effective conflict resolution skills and connecting with customers
Excellent communication & interaction skills and can convey information effectively.
Strong critical thinking and analytical skills
Ability to handle high pressure and manage time efficiently
Ability to identify issues, develop solutions and monitor outcomes
Excellent retention and account management skills
Strong objection handling and negotiation skills
Deliver tasks on time and efficiently work within tight timelines
Excellent verbal and written skills
Be Internet savvy and knowledge of MS Office applications
Evaluate account and service histories to identify trends, using data to mitigate future issues.
Analyzed issues to identify troubleshooting methods needed for quick remediation.
Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
Explained technical information in clear terms to promote better understanding for non-technical users.
Documented faults and bugs for referral to development staff for use in updates.
Maintained response times to support business continuity.
Updated and maintained current customer support database.
07/2018 to CurrentEducational AdvocateMindBlossom Community Education Support Services | City, STATE,
Maximized team knowledge and productivity by training, monitoring and directing employees in application of best practices and regulatory protocols.
Improved customer service rankings by quickly resolving issues to improve overall satisfaction.
Reviewed and screened applicant resumes to identify qualified candidates.
Maintained human resources information system and kept employee files up to date and accurate.
Reviewed human resources paperwork for accuracy and completeness.
Explained schedules, working conditions and promotion opportunities.
Understood FMLA laws and regulations and kept abreast of human resource principles, practices and procedures.
Advocated for staff members, helping to identify and resolve conflicts.
Motivated diverse and novice team of parents and caregivers while demonstrating strong leadership skills
Conducted academic advisement services for students on reoccurring basis to maintain educational progression.
Coordinated follow up and student outreach to monitor academic progress for at-risk students.
Investigated complaints and worked with students, parents and teachers on finding positive resolutions.
Conducted seminars, workshops and educational presentations for enrichment opportunities for students.
Provided comprehensive support services encompassing career and personal goals of student.
11/2016 to 09/2020Quality and Innovation SpecialistPsychological Associates | City, STATE,
Proofread, and distributed accurate reports to clients
Onsite and Skype Assessment Proctoring
Assigned and administered batteries to various companies based on customized company competencies, levels and tiers
100% managed and coordinated survey projects, as well as group projects from start to finish
Survey Vendor Liaison
Troubleshot data and/or programming issues within 360 and 180 reports
Developed and maintained ongoing client relationships and serve as their project manager and coordinator externally
Always maintained and protected confidential data of clients
Tech and online chat support for multiple assessment, 360 and Employee opinion platforms
Project coordination and logistics to provide high touch customer service
Kept scripts and test cases updated with current requirements.
Monitored resolution of bugs, tested fixes and helped developers tackle ongoing problems by providing QA perspective.
Recommended changes and corrections to developers for optimal software performance and usability.
Served as primary point of contact for support relating to owned solutions and products.
Worked directly with clients in rollout and post-rollout stages to train and support new applications and systems.
Updated and maintained current customer support database.
Maintained response times to support business continuity.
Documented faults and bugs for referral to development staff for use in updates.
02/2007 to 11/2016Office Support Assistant/Booking OfficerMissouri Department Of Corrections, P & P | City, STATE,
Acted as liaison between assigned facilities and state agency staff statewide to ensure excellent rapport, correct offender placement and eligibility according to policy
Identified, screened, scheduled and enrolled offenders for eligibility, facility housing, programs and classes or provided referrals to correctional staff for alternative programs
Answered informational/tech support calls from general public, judicial employees and correctional employees/executives statewide and program referral calls, messages and correspondence from field districts, institutions and court clerks/judges
Manual bed forecasting to help streamline flow of the facility's population and prevent under population/overpopulation
Developed and implemented a thorough booking process and forms to eradicate erroneous placements of ineligible offenders 100 % of the time
Kept management informed by reviewing and analyzing special reports, summarizing information and identifying trends
Created daily and weekly reports/documents for facility notification, intake scheduling, offender transportation and any other amendments
Case Openings/Case Closings and Investigations, as well as data entry for file and case updates
Education
Expected in 05/2024 to to Bachelor of Arts | Special Education And Elementary EducationWestern Governor's University, Salt Lake City, UT, GPA:
In pursuit Bachelor's in Education
Accomplishments
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.
Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
Recipient of individual and departmental awards for providing stellar client service.
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