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Customer Service Representative /Reservation Help Resume Example

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CUSTOMER SERVICE REPRESENTATIVE /RESERVATION HELP
Professional Summary

Hardworking Customer Service Representative with twenty years of experience working in the Customer Service field. Trained in project and time management with extensive knowledge of various products and proven multitasking abilities. Committed to maintaining professional relationships with clients to increase profitability and drive business results. Knowledgeable and dedicated customer service professional with extensive experience in multiple industries. 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. Personable Customer Service professional offering over twenty years of experience resolving account and service concerns for customers. Smoothly uncovered and solved challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success. Skilled call center professional versed in customer support protocols. Brings extensive high-call volume experience spanning twenty years working with consumers. Superior computer skills and telephone etiquette.

Skills
  • Report preparation
  • Complaint resolution
  • International sales support
  • Order Fulfillment
  • Administrative support
  • Good listening skills
  • Money handling abilities
  • Multi-line phone talent
  • Warehousing functions
  • Receiving support
  • Creative problem solving
  • Professional telephone demeanor
  • Route dispatch
  • Staff education and training
  • Training development aptitude
  • Shipping procedures understanding
Work History
Customer Service Representative /Reservation Help , 01/2014 to 12/2020
Princess Cruise Lines Ltd. – Seattle, WA
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Cultivated customer loyalty, promoted repeat customers and improved sales.
  • Provided primary customer support to internal and external customers in fast-paced environment.
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
  • Responded to customer requests for products, services and company information.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
Customer Service Representative, 09/2010 to 04/2012
Teletech Holdings – Bremerton, WA
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Entered customer interaction details in system to track requests, document problems and record solutions offered.
  • Provided primary customer support to internal and external customers in fast-paced environment.
  • Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
  • Evaluated account and service histories to identify trends, using data to mitigate future issues.
  • Educated customers on promotions to enhance sales.
  • Responded to customer requests for products, services and company information.
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
  • Assisted customers with setting appointments, shipping and special order requests, and arranging merchandise pick-up at other locations.
  • Cultivated customer loyalty, promoted repeat customers and improved sales.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
Customer Service Representative Specialist /Driver, 03/2000 to 10/2009
Delivery Express – Renton, WA
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Cultivated customer loyalty, promoted repeat customers and improved sales.
  • Consulted with outside parties to resolve discrepancies and create effective solutions.
  • Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
  • Evaluated account and service histories to identify trends, using data to mitigate future issues.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Assisted customers with setting appointments, shipping and special order requests, and arranging merchandise pick-up at other locations.
  • Entered customer interaction details in multiple computer programs to track requests, document problems and record solutions offered.
  • Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
  • Responded to customer requests for products, services and company information.
  • Recommended delivery service levels to customers, thoroughly explaining details.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Provided primary customer support to internal and external customers in fast-paced environment.
  • Educated customers on promotions to enhance sales.
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
  • Inspected truck equipment and supplies and reported problems and safety hazards to supervisors following each shift.
  • Updated dispatchers frequently to convey changes such as route issues or weather delays potentially impacting delivery schedules.
  • Fostered positive working relationships with customers by responding to questions and concerns.
  • Kept detailed records of sales, payments and completed or in-progress deliveries.
  • Oversaw product loading to keep items balanced, work efficient and items secure for safe delivery.
  • Completed rush deliveries on tight timetables to satisfy customer needs.
  • Managed customer service issues with professionalism and analytical approaches to maintain satisfaction and promote continued brand loyalty.
  • Completed on-time deliveries by choosing best and most efficient routes.
  • Recorded each delivery using proper paperwork before leaving warehouse.
  • Invoiced accurately, coordinated shipping documentation and completed daily logs to satisfy recordkeeping requirements and keep management informed of field activities.
  • Communicated customer complaints, requests and feedback to company management for swift resolution.
  • Contacted customers prior to delivery to confirm and coordinate delivery times.
  • Reported customer questions, issues and complaints to management.
  • Loaded and secured items in trucks to avoid damage to parcels during delivery.
  • Completed pre and post-trip safety inspections, recording and reporting any defects and malfunctions.
  • Completed and submitted logs and paperwork every day to maintain records.
  • Followed all company policies and procedures during shift.
  • Maintained clean and orderly appearance while on shift.
  • Completed all necessary paperwork using neat and legible handwriting.
  • Interpreted maps and followed written and verbal directions.
  • Drove company truck for local pick-ups and deliveries.
  • Operated vehicle safely in highly congested areas with no traffic violations.
  • Kept warehouse and associated outside areas neat and clean at all times.
  • Communicated regularly with Dispatcher for delivery route details and changes.
  • Tracked delivery information, mileage and fuel use while on shift.
  • Performed walk around on delivery vehicle before beginning shift to verify correct and safe operating order.
  • Safely loaded items into delivery vehicle to minimize damage while in transit.
Education
General StudiesGreen River Community College - Auburn, WA
High School Diploma: 06/1989
Ballard High School - Seattle, WA
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Resume Overview

Companies Worked For:

  • Princess Cruise Lines Ltd.
  • Teletech Holdings
  • Delivery Express

School Attended

  • Green River Community College
  • Ballard High School

Job Titles Held:

  • Customer Service Representative /Reservation Help
  • Customer Service Representative
  • Customer Service Representative Specialist /Driver

Degrees

  • General Studies
    High School Diploma : 06/1989

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