customer service representative legacy division resume example with 20+ years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:
Professional Summary

Knowledgeable and dedicated customer service professional. Solid team player with outgoing, positive demeanor 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, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

  • 1996 ~ "The Star" Award, presented by Brinker International for Legendary Service and Support.
  • 2001 ~ Personal Thank You letter from Norman Brinker of Brinker International, for hard work and dedication.
  • 2004 ~ "Wings of Fire" Award presented by Brinker International for 10 years of Dedication to Brinker International.
  • Windows: Word, Excel & Outlook
  • High attention to detail
  • Basic knowledge of QuickBooks & Powerpoint
  • Process optimization
  • Administrative support
  • Excellent proofreader
  • Able to work independently and team player
  • Types 55-60+ wpm
  • Data entry
  • Complaint resolution
  • AR/AP
  • Employee training and development
  • Internal communications
  • Customer Service Specialist
  • Call Center Customer Service
  • Credit card processing
Work History
Customer Service Representative-Legacy Division, 11/2019 - 04/2020
Texas Health Resources Hurst, TX,
  • Processed large quantity, high-dollar sales from clients; orders ranged from $200-$20K and up.
  • Provided excellent customer service to approximately 15 clients, answering questions, presenting promotional items with updated pricing, and keeping customers up to date on expected order delivery.
  • Evaluate promotional industry online library, precisely matching items for customer's needs and then present items for consideration.
  • Responsible for ensuring client’s order is filled correctly and completely.
  • Quickly find and correct any problems, during order process, as needed.
  • Assist 4 contract salespersons with orders, as needed, to meet client’s In Hands Date.
  • Complete custom order requests from online customers.
  • Attend client meetings with contract salespersons, to understand any custom promotional product request.
  • Research items by attending product industry shows.
  • Attend weekly supplier meetings keeping up to date on current popular items and use this knowledge to assist clients with current trending available items.
  • Manage approximately 6-8 projects daily.
  • Communicated with vendors regarding back order availability, future inventory and special orders.
  • Increased sales revenue by skillfully promoting diverse promotional product options.
  • Provided primary customer support to internal and external customers in fast-paced environment.
  • Assisted customers with special order requests, and arranging for sales person to pick up merchandise and deliver to customer.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
  • Maintained excellent attendance record.
Guest Engagement Senior Agent / Department Trainer, 03/2015 - 11/2019
American Senior Communities Kokomo, IN,
  • Trained new and existing Guest Engagement employees to execute tasks in accordance with applicable specifications and procedures.
  • Completed projects and work assignments despite tight deadlines.
  • Interacted with peers in other departments, which promoted continuous share of information required for job tasks.
  • Implemented training process improvements in areas that agent was under performing.
  • Collaborated with team members to resolve issues and identify appropriate issues for escalation.
  • Answered approximately 30-40 calls per day.
  • Documented caller information in specialized database software program.
  • Assisted callers to achieve organizational goals.
  • Efficiently handled and resolved customer complaints through listening and responding appropriately.
  • Obtained client information by answering telephone calls.
  • Used specialized software program to input and process approximately 50-60 cases per day.
  • Informed customers of policies and procedures, as needed or requested.
  • Resolved caller inquiries or issues quickly and thoroughly, from calls nationwide.
  • Promoted current restaurant marketing campaigns and promotions, resulting in excited customers and increase in restaurant sales.
  • Obtained knowledge on how to operate various software programs.
  • Liaised between new customers and various departments throughout organization.
  • Maintained excellent attendance record.
Senior Administrative Assistant, 03/2012 - 03/2015
All-Pro Floors City, STATE,
  • Liaison for both owners, 4 salespeople, many different vendors representing different brands of flooring, approximately 10 installation crews and all customers.
  • Assisted with marketing by creating and posting website home page banners on company website for sales, holidays, and other events monthly.
  • Liaised for both owners and City of Southlake when opening another retail location (May-August 2013), which consisted of coordinating inspections and meeting deadlines.
  • Processed approximately 30 invoices weekly with purchase orders in QuickBooks.
  • Answered over 40 incoming calls daily on multi-line telephone.
  • Scheduled approximately 8-10 customer appointments per week for sales staff and installation crews.
  • Took accurate phone messages from customers, installation crews, vendors and sales reps for sales staff and owners.
  • Maintained annual PCI DSS Compliance of all employees.
  • Processed customer payments, shredded customer’s confidential credit card information.
  • Entered business receipts into QuickBooks and filed appropriately.
  • Processed customer payments and recorded in QuickBooks; filed appropriately.
  • Prepared payments to vendors, providing all invoice numbers and amounts and sending payment via credit card, fax, or mail to vendor.
  • Paid monthly utilities.
  • Maintained filing system monthly and yearly.
  • Created and managed Excel spreadsheets as requested.
  • Greeted new customers when salespersons were occupied with other customers.
  • Managed office supply inventory.
  • Coached new employees on administrative procedures, company policies and performance standards.
  • Developed and implemented office management procedures, increasing training efficiency, team productivity and accuracy.
  • Produced highly accurate internal and external letters and memoranda.
  • Sorted, opened and routed incoming correspondence and deliveries to help senior leaders respond quickly to business and customer requirements.
  • Created and updated physical records and digital files to maintain current, accurate and compliant documentation.
  • Delivered top-notch administrative support to office staff, promoting excellence in office operations.
  • Acted as backup for other employees of same title by providing support where needed and adapting to requirements of department.
  • Assisted supervisory staff with management of complex calendars and to-do lists to support organization and productivity.
  • Placed, accepted and followed-up on customer inquiries by phone on behalf of executive staff.
  • Coordinated trainings for new team members, overseeing on boarding details.
  • Maintained professional calendar and individual appointments for all staff members.
  • Prepared flawless emails and other documents upon direction of owner and sales manager.
  • Coordinated office activities and public events, including product ordering and set up.
  • Coordinated office Christmas party dinner.
  • Maintained excellent attendance record.
Guest Relations Specialist, 05/1995 - 12/2010
Brinker International City, STATE,
  • Provided customer support for Chili’s Frequent Diner program guests and email club programs.
  • Used analytical skills to decide how to resolve issues or escalate call.
  • Provided customer support for gift card inquiries.
  • Liaison for guest inquires as related to different company departments of: culinary, franchising, marketing, real estate, and purchasing.
  • Guest-related administrative assistance, as needed, to approximately 126 directors of operation, 4 regional directors and 2 concept heads.
  • Processed and distributed accurate, monthly filtration of reports using Excel charts that were sent to upper level management, providing invaluable data to assist in prioritizing operational opportunities needed at restaurant levels.
  • Performed tasks/special projects associated with guest comments/complaints as assigned by department management.
  • Handled approximately 30-40 calls per day to address customer inquiries and concerns.
  • Increased restaurant customer satisfaction by resolving issues customer experienced.
  • Resolved problems and provided valuable restaurant feedback, which led to improved operation sales and, in turn, led to customer loyalty.
  • Answered questions about store policies and concerns to support positive customer experiences.
  • Assisted customers with signing up for store loyalty programs and provided details about key benefits.
  • Educated customers on promotions to enhance sales.
  • Provided primary customer support to internal and external customers in fast-paced environment.
  • Scanned documents and saved in database to keep records of essential organizational information.
  • Corrected any data entry error to prevent later issues such as duplication or data degradation.
  • Kept optimal quality levels to prevent critical errors and support team performance targets.
  • Entered client information into databases quickly and with minimal errors.
  • Verified accuracy and validity of data entered in databases
  • Displayed working knowledge of Microsoft Office programs including Word, Excel and Outlook.
  • Maintained excellent attendance record.
Career Diploma: Interior Decorating, Expected in 2013
Penn Foster Career School - Scranton, PA
Status -
No Degree: Business, Expected in
Tarrant County College District - Fort Worth, TX
Status -
High School Diploma: , Expected in
Sam Houston High School - Arlington, TX
Status -

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Resume Overview

School Attended

  • Penn Foster Career School
  • Tarrant County College District
  • Sam Houston High School

Job Titles Held:

  • Customer Service Representative-Legacy Division
  • Guest Engagement Senior Agent / Department Trainer
  • Senior Administrative Assistant
  • Guest Relations Specialist


  • Career Diploma
  • No Degree
  • High School Diploma

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