I am a skilled Customer Service Representative committed to addressing customer needs and concerns with speed, accuracy and professionalism. In previous positions, I consistently met and exceeded productivity goals displaying superior computer skills and telephone etiquette. As a Customer Service Representative I strive to maintain a high level of professionalism, patience and efficiency to minimize customer dissatisfaction, increase customer loyalty and ensure customer satisfaction. I am well versed in customer support in high call volume environments.
Always exceeded expectations and requirements regarding call times, customer satisfaction levels and productivity. Managed call flow with high numbers of calls in queue per minute with consistent skills and abilities providing each customer with the same superior level of customer service regardless of work load. These abilities were regularly acknowledged and commended by my superiors via periodic monitoring and by customers via personal commendations presented to me by management.
Accepted incoming calls made to 1-800-JETBLUE, the front-line "Everything Number" for JetBlue Airlines. This meant a great variety of inquiries involving the complete customer experience were directed to Customer Service Representatives. As the incoming calls were automatically forwarded to my position, I utilized information available via the World Wide Web and JetBlue software to assist the customer in any number of ways.
In the course of a regular workday, I became quite adept at deciphering customer needs and desires. I provided accurate and appropriate information in response to customer inquiries and made reasonable procedure exceptions to accommodate unusual customer requests in a timely and accurate fashion. This required superior Internet search and management skills along with the "normal" call scripting and required information development and documentation maintaining up-to-date records at all times. As a Customer Service Representative, I was entrusted to access secure personal and financial information necessary to accomodate travel (national and international) and payment for services provided. This included Social Security and Passport numbers, Credit Card numbers and data, personal contact information etc.
I consistently demonstrated a mastery of call management and customer service within specified time frames and derived a great personal satisfaction of a job well done.
Working in the Repair Call Center for "The Telephone Company." I accepted incoming calls from customers local and long distance (7 states in the West) regarding issues with their home telephone service. The majority of customers generally possessed very-limited telecommunications knowledge. From the few basic clues they could provide, I was required to quickly analyze their needs to determine what the problem was or might be. While simultaneously verifying customer information, updating call records and creating a repair ticket in the computer, I would suggest self-repair options if applicable and advise of potential costs of repair and how to determine if the issue might be on the inside or outside of the home in order to accomodate the customer and Repair Technician as necessary. Although the majority of customers calling to report an outage or telephone-service problem were essentially kind and courteous, it was not uncommon to encounter an angry or abusive customer wanting to take all of their frustrations out on the first Telephone Company Representative they could speak to. This type of customer obviously required specific handling skills which I mastered with call control abilities perfected over years of experience. These include empathizing with the customer as necessary, clearly stating with confidence the abilities and limits of myself and/or the business to meet the customers needs and demands, offering available options to satisfy and finally closing the call on a positive, upbeat note to reassure the customer that they were indeed heard and acknowledged. And NEVER take their anger or abuse personally.
I consistently exceeded customer service requirements and call time expectations. At the time of my resignation, I had been referred for a supervisory position which I unfortunately was unable to accept.
Answering incoming calls from telephone customers requesting "Information" (1411). Provide requested information regarding telephone numbers and addresses for the party the customer is attempting to reach via desktop computer. Alter processes and procedures as necessary to accomodate customers with different abilities. We were required to follow stringent FCC regulations regarding limits to information we were allowed to provide in order to avoid fines and penalties being assessed on the company. Occasional escalation of calls (to supervisory personell) due to unique situations i.e. non-published contact requested for emergency, suicidal callers, irate customers insisting that operators were unable or unwilling to do what was requested etc.
I consistently exceeded customer service expectations and call time requirements while providing excellent customer service.
Through this experience I acquired and mastered many of the call control and management skills I brought forward to other positions. I also learned to really enjoy providing customer service via telephone and devices of communication.
Graduated High School with honors in June 1985.
I enrolled in and completed a variety of courses via the Internet and home study. These were geared toward potentially achieving an Elementary Teaching Certificate one day.
At this time, I am unsure if I will continue studies or not as the financial burden of paying for college is currently insurmountable.
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