Customer Service Representative Ii Resume Example

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Jessica Claire
  • Montgomery Street, San Francisco, CA 94105
  • Home: (555) 432-1000
  • Cell:

Personable and dedicated Customer Service Representative with extensive experience in retail industry. Solid team player with upbeat, positive attitude and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

  • Report creation
  • Credit card payment processing
  • Office equipment proficiency
  • Business development understanding
  • Promotional support
  • Clerical support
  • Sales expertise
  • Retail sales customer service
  • Problem-solving abilities
  • Customer relations
  • Call center experience
  • Courteous demeanor
  • Data evaluation
  • Quality control
  • In-store support
  • High-energy attitude
  • Schedule mastery
  • Inbound and outbound calling
  • Adaptive team player
Customer Service Representative II, to
John Crane IncTulsa, OK,
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Reviewed account and service histories to identify trends and issues.
  • Created and implemented process improvements to reduce workloads and bolster callback efficiency.
  • Escalated customer concerns, store issues and inventory requirements to supervisors.
  • Educated customers on special pricing opportunities and company offerings.
  • Consulted with customers to determine best methods to resolve service and billing issues.
  • Delivered service and support to each customer, paving way for future business opportunities.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Fielded customer complaints and queries, fast-tracking them for problem resolution.
  • Documented conversations with customers to track requests, problems and solutions.
  • Evaluated customer account information to assess current issues and determine potential solutions.
Installer Service Specialist, to
O'reilly Auto PartsOcala, FL,
  • Maintained accurate records of purchases, titles and sales to facilitate planning and sustain best practices.
  • Communicated advanced mechanical information to non-mechanical people in easy-to-understand terms.
  • Troubleshot faults and devised successful solutions in a self-directed manner.
  • Performed troubleshooting and diagnostic procedures to locate the source of malfunctions.
  • Improved operations by working with team members and customers to find workable solutions.
  • Delivered Products to customer locations.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Improved profit margins by streamlining operations and workflow and negotiating competitive vendor contracts.
  • Performed site evaluations, customer surveys and team audits.
  • Recognized by management for providing exceptional customer service.
  • Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
  • Improved customer satisfaction by finding creative solutions to problems.
  • Demonstrated self-reliance by meeting and exceeding workflow needs.
  • Created agendas and communication materials for team meetings.
  • Collaborated with others to discuss new account opportunities.
Trainer, to
C3/CustomercontactchannelsLas Vegas, NV,
  • Administered initial student assessments, evaluating customer service.
  • Scripted, recorded and uploaded instructional videos for remote learning students.
  • Reduced process gaps by effectively training new hires on best practices and protocols.
  • Created and offered additional materials to enhance training.
  • Trained newly hired top talent to fill key positions and maximize productivity.
  • Proactively identified and solved complex problems related to employee training, management and business direction.
  • Documented participant attendance, engagement and progress.
  • Elevated team member performance while cultivating customer relationships to drive sales.
  • Completed frequent assessments of training materials, structure and success rates in order to enhance program.
  • Ordered materials and supplies to use in sessions and kept costs under training budget.
  • Created training schedules to meet hiring demands of customer service departments.
  • Explained goals and expectations required of trainees at beginning of every session.
  • Identified areas of concern uncovered during training sessions and suggested methods to reduce risk.
  • Developed and coordinated trainings to help individuals learn company policies and procedures and job tasks.
  • Tested trainees on materials to determine levels of understanding and areas requiring further instruction.
  • Delivered in-depth, valuable training sessions to 200+ employees both in-person and via teleconferencing systems.
Technical Support Representative, to
Lg ElectronicsClarksville, TN,
  • Supported cellular customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
  • Directed account management and customer training on company technical software and tools for new accounts and new users.
  • Supported customers with online billing, access and account issues.
  • Provided real-time support to everyday users of ATT.
  • Assisted customers with beginner and advanced technical issues via email, live chat and telephone.
  • Explained technology-related details in easy-to-understand terms to individuals from all walks of life and in various job positions.
  • Advised customers and users on required maintenance practices for diverse software systems to support OEM warranty requirements and industry best practices.
  • Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
  • Consistently responded to customer service emails within standard window for optimal response.
  • Built and maintained successful relationships with service providers, vendors, dealers and consumers.
  • Researched, documented and escalated support cases to higher levels of support when unable to resolve issues using available resources.
  • Conferred with vendors to obtain replacement hardware or software and escalate more complex concerns.
  • Developed training materials, conducted webinars and authored wikis for user training and support use.
  • Processed average of 15 inbound and outbound technical support calls daily.
  • Created new accounts, reset passwords and configured access to servers and file management software for users.
  • Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
  • Assessed customer bug reports and enhancement requests and prioritized development to streamline response.
  • Diligently followed up with customers about existing orders, informing on status and responding to questions.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
Education and Training
High School Diploma: , Expected in 05/2005
Castle High School - Newburgh iN,

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Resume Overview

School Attended
  • Castle High School
Job Titles Held:
  • Customer Service Representative II
  • Installer Service Specialist
  • Trainer
  • Technical Support Representative
  • High School Diploma