LiveCareer-Resume

customer service representative remote resume example with 12+ years of experience

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

Knowledgeable and dedicated customer service professional with extensive experience in the customer service industry. Solid team player with an 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 an exemplary passion for developing relationships, cultivating partnerships, and growing businesses.

Skills
  • Credit Card/Gift Card Payment Processing
  • Verbal and Written Communication
  • Multitasking and Prioritization
  • Customer Data Confidentiality
  • POS Systems and Ordering Platforms
  • Customer/Order Account Management
  • Order and Refund Processing
  • CRM Software
  • Salesforce Service Cloud
  • Creative Problem Solving
  • Efficient and Detail-Oriented
  • Report Generation
  • Data Entry
  • Troubleshooting
  • Retail Customer Service
  • Microsoft Office
  • UPS/FedEx Liaison
  • Quality Assurance
  • Team Supervision
  • Client Support
  • Escalations
Experience
04/2022 to Current Customer Service Representative - Remote Copart | Knightdale, NC,
  • Answered incoming calls, emails, and chats providing frontline customer support or assistance with product and service transactions.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • De-escalated problematic customer concerns, maintaining a calm, friendly demeanor.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Consulted with customers to resolve service and billing issues.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Educated customers on special pricing opportunities and company offerings.
  • Processed and sent adjustments, refunds, and credit memos to customers.
  • Assisted consumers with making payments and placing orders.
09/2021 to 04/2022 Customer Service Representative - Remote Copart | Littleton, CO,
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Answered incoming calls, emails, and chats providing frontline customer support or assistance with product and service transactions.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Developed strong customer relationships to encourage repeat business.
  • Consulted with customers to resolve service and billing issues.
  • De-escalated problematic customer concerns, maintaining a calm, friendly demeanor.
  • Fielded customer complaints and queries, fast-tracking for problem resolution.
  • Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
  • Assisted customers with making payments and placing online orders.
  • Upheld quality control policies and procedures to increase customer satisfaction.
07/2015 to 12/2018 Certified Travel Consultant - Remote Latham Pool Products | Fayetteville, TN,
  • Handled travel arrangements for groups, couples, executives, and special needs clients.
  • Asked open-ended questions to best understand client needs and determine the best travel offerings.
  • Maintained relationships with travel partners and vendors.
  • Offered exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
  • Sustained operational efficiencies, coordinating domestic/international customer travel accommodations while managing airfare, hotel bookings, and rental car reservations.
  • Cultivated strong value-added relationships with customers daily by delivering accurate travel itineraries and knowledge to drive business development.
  • Stayed up to date on the travel industry, policies, and restrictions.
  • Planned, described and sold itinerary tour packages and promotional travel incentives.
  • Booked transportation and hotel reservations using computer or telephone.
  • Collected payment for transportation and accommodations from customers.
01/2008 to 05/2015 Team Lead Synchronoss Technologies Inc | City, STATE,
  • Created and distributed weekly, monthly, quarterly, and annual reports to management and clients regarding multiple program accounts
  • Completed daily quality assurance duties to provide feedback for improvements.
  • Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly customer service.
  • Managed daily operations of multiple Local Number Portability(LNP) programs including Cablevision, Frontier, Vonage, Envoy & Shentel enabling the highest number of porting volumes while keeping KPIs in the green.
  • Facilitated the launch of the AT&T Web Assistance Program and Frontier Program increased customer growth by 90% by gaining new consumers.
  • Trained upper management and agents in areas including LNP program processes, order processing, reporting, client expectations, and agent onboarding.
  • Co-managed business cellular accounts for the entire company. Suspending and canceling unused accounts to cut costs by 16k overall on all active and terminated employees.
  • Held WebEx and Go To meetings with multiple offshore teams for training on order processing and agent onboarding.
  • Participated in Cablevision DL audit
  • Maintained client satisfaction with forward-thinking strategies focused on addressing client needs and resolving concerns.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
  • Established open and professional relationships with clients to achieve quick resolutions for various issues.
  • Provided customer service and technical support to all employee devices for the mobile support program.
  • Organized and prioritized incoming work orders and optimized team workflows and resources to handle dynamic demands.
  • Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
Education and Training
Expected in 02/2020 to to HHA Certification | Lehigh Home Health Staffing Agency, , GPA:
Expected in 07/2015 to to Travel Agent Certification | Xstream Travel, , GPA:
Expected in 06/2006 to to GED | LCCC, Allentown, PA, GPA:

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Resume Overview

School Attended

  • Lehigh Home Health Staffing Agency
  • Xstream Travel
  • LCCC

Job Titles Held:

  • Customer Service Representative - Remote
  • Customer Service Representative - Remote
  • Certified Travel Consultant - Remote
  • Team Lead

Degrees

  • HHA Certification
  • Travel Agent Certification
  • GED

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