customer service representative support resume example with 6+ years of experience
Jessica
Claire
resumesample@example.com
(555) 432-1000,
Montgomery Street, San Francisco, CA94105
:
Professional Summary
Motivated multi-talented professional capable of building productive relationships, resolving complex issues and winning customer loyalty. Bringing 12+-year background in maintaining customer satisfaction and contributing to company success, looking for a long lasting partnership with a company. As well as a having a successful organization skills with a clerical background and a high standard for customer service in mind; an upbeat and energetic individual, with grace in handling difficult situations through resourcefulness and adaptability.
Skills
Multi-line phone talent
MS Office proficiency
Professional telephone demeanor
General Office Duties
Record keeping strengths
Data entry
Administrative Support
Good listening skills
Database organization
Faxing documents
Database entry
Data organization
Mail management
Organization and efficiency
Administrative support
Creative problem solving
Multi-Tasking
Mail handling
Sorting and labeling
Office equipment
Organization
Education
Fayetteville State UniversityFayetteville, NC, Expected in 4 2011 ā āBachelor of Science:Psychology - GPA:
Work History
Xylem Inc. - Customer Service Representative Support Saint Louis, MO, 12/2019 - Current
Responded to customer service representatives requests for products, printed materials and other items needed to keep them on their phones
Effective liaison between customer service representative and other departments within the lab
Facilitated inter-departmental communication to effectively provide customer support
Faxed lab reports through Mysis computer database system to ordering doctors
Maintained detailed Excel filed on what was delivered to what department and when
Monitored supply cabinet to stay current on inventory levels of office supplies, complete accurate orders and sent copies of orders to appropriate people
Answered customer telephone calls promptly to avoid on-hold wait times
Answered constant flow of customer calls with up to 20+ calls in queue per minute
Educated customers on promotions to enhance sales
Described TruGreen to customers, thoroughly explaining details and care of their lawns after services
Responded to customer requests for services and company information
Entered customer interaction details in system to track requests, document problems and record solutions offered
Offered advice and assistance to customers, paying attention to special needs or wants
Maintained customer happiness through forward-thinking strategies of customer service, focused on addressing customer needs and resolving concerns
Assisted approximately 10+ customers each hour with basic to more elaborate service questions
Documented conversations with customers to track requests, problems and solutions
50 Floor - Supervisor/Manager District Of Columbia, DC, 10/2017 - 11/2018
Applied strong leadership talents and problem-solving skills to maintain team efficiency
Oversaw and optimized work of customer service representatives performing high-quality work
Enhanced training programs to strengthen employee knowledge and promote new managers from within
Analyzed equipment breakdowns, via communication with CSR's, trying resolutions using various troubleshooting methods
Monitored employee performance and provided coaching and constructive guidance to address areas of concern through emails or group chats
Managed 7+ employees with CEO
Directed and motivated team of 7+ CSR's in virtual call center setting
El Paso County, Co - Customer Service Representative Colorado Springs, CO, 04/2018 - 11/2018
Leveraged sales expertise to promote Home Depot Online and capitalize on up-sell opportunities
Answered constant flow of customer calls with up to 20+ calls in queue per minute
Provided information to customers regarding Home Depot's charge card and helped with orders (making new, managing old, deliveries, etc.)
Skilled using program for sales, to include processing sales discounts and refunds
Provided primary customer support to internal and external customers in fast-paced environment
Described Home Depot to customers, thoroughly explaining details and care of merchandise
Communicated with vendors regarding back order availability, future inventory and special orders
Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction
Educated customers on promotions to enhance sales
Maintained customer happiness 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
Upheld privacy and security requirements established by Home Depot's regulatory agencies
Delivered fast, friendly and knowledgeable service for routine questions and service complaints
Explained key information regarding products and services to customers to encourage informed decision-making
Prepared, completed and processed customer account forms and database changes
Met or exceeded call speed, accuracy and volume benchmarks on consistent basis
Used prescribed call lists to place up to 50+ calls per day in fast-paced environments and maintained 92%+ conversion rate
State Of North Carolina - Cruise Vacation Specialist Louisburg, NC, 11/2017 - 03/2018
Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions
Maintained customer happiness with forward-thinking strategies focused on addressing customer needs and resolving concerns
Implemented company policies and procedures, including health, safety and security
Provided information to customers regarding Carnival's charge card and loyalty program and helped to open and activate new accounts
Offered advice and assistance to customers, paying attention to special needs or wants
Answered constant flow of customer calls with up to 20+ calls in queue per minute
Described cruises to customers, thoroughly explaining details and care of merchandise
Issued receipts and processed refunds, credits, or exchanges
Educated customers on promotions to enhance sales
Answered customer telephone calls promptly to avoid on-hold wait times
Cumberland Count Department Of Social Services - Income Maintenance Technician I City, STATE, 09/2015 - 08/2017
Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations
Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service
Logged call information and solutions provided into NCFast database
Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response
Conferred with customers about concerns with services to resolve problems with maintenance of Food & Nutrition, TANF, Medicaid, and Daycare benefit accounts
Performed various clerical duties by filing and faxing documents and creating customer databases
Described Food & Nutrition, TANF, Medicaid and Daycare to customers, thoroughly explaining details and care of benefits
Reviewed customer data to assess current issues and determine potential solutions
Delivered fast, friendly and knowledgeable service for routine questions and service complaints
Prepared, completed and processed customer account forms and database changes
Documented conversations with customers to track requests, problems and solutions
Accurately documented calls and caller information in NCFast software and made updates to data as needed
Consulted with customers to determine best methods to resolve issues with account deficiencies
Answered, screened and processed over calls daily by using call management system
Corresponded with social workers to build and implement successful solutions to customer problems with their benefits (Food & Nutrition, Medicaid, TANF, Daycare)
Coordinated phone calls and emails with social workers to carry out customer requests
Managed customer expectations by clarifying needs, identifying options and recommending services and benefit possibilities
Cumberland County Department Of Social Services - Processing Assistant III City, STATE, 09/2014 - 09/2015
Provided clerical support to Adult Services department by copying, faxing and filing documents
Answered telephone calls to field inquiries from clients, vendors and various other callers seeking information
Kept reception area clean and neat to give visitors positive first impression
Monitored premises, screened visitors, updated logs and issued passes to maintain security
Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance
Managed office inventory by restocking supplies and placing purchase orders to maintain adequate stock levels
Received and routed business correspondence to correct departments and staff members
Drafted professional business memos, letters and marketing copy to support business objectives and growth
Sorted and distributed office mail and recorded incoming shipments for corporate records
Routed incoming calls and faxes and drafted detailed messages to expedite response
Created documentation, including monthly social worker reports and memos
Greeted visitors and directed to appropriate department or personnel
Kept reception area clean and organized to offer positive first impression to every visitor
Oversaw office inventory by restocking supplies and submitting orders for new office products for Adult Services department
Answered incoming telephone calls, questions and client inquiries
Managed and anticipated clerical needs of company employees, including copying, faxing and file management
Assisted with administrative tasks, including filing, answering phones and scanning documents
Created and maintained spreadsheets and developed administrative type reports
Cape Fear Staffing @ CCDS - Data Entry II City, STATE, 06/2014 - 09/2014
Obtained scanned records and uploaded into database
Managed documents by organizing forms, making photocopies, filing records, preparing correspondence and creating reports
Corrected any data entry error to prevent later issues such as duplication or data degradation
Added documents to file records and created new records to support filing needs
Reviewed and updated client correspondence files and NCFast database information to maintain accurate records
Scanned documents and saved in database to keep records of essential organizational information
Reviewed Medicaid benefits applications and supporting source documents to locate required data for entry
Skills
Multi-line phone talent
MS Office proficiency
Professional telephone demeanor
General Office Duties
Record keeping strengths
Data entry
Administrative Support
Good listening skills
Database organization
Faxing documents
Database entry
Data organization
Mail management
Organization and efficiency
Administrative support
Creative problem solving
Multi-Tasking
Mail handling
Sorting and labeling
Office equipment
Organization
Work History
Clinical Pathology Labs- Customer Service Representative Support Austin, TX12/2019 - Current
Responded to customer service representatives requests for products, printed materials and other items needed to keep them on their phones
Effective liaison between customer service representative and other departments within the lab
Facilitated inter-departmental communication to effectively provide customer support
Faxed lab reports through Mysis computer database system to ordering doctors
Maintained detailed Excel filed on what was delivered to what department and when
Monitored supply cabinet to stay current on inventory levels of office supplies, complete accurate orders and sent copies of orders to appropriate people
Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions
Maintained customer happiness with forward-thinking strategies focused on addressing customer needs and resolving concerns
Implemented company policies and procedures, including health, safety and security
Provided information to customers regarding Carnival's charge card and loyalty program and helped to open and activate new accounts
Offered advice and assistance to customers, paying attention to special needs or wants
Answered constant flow of customer calls with up to 20+ calls in queue per minute
Described cruises to customers, thoroughly explaining details and care of merchandise
Issued receipts and processed refunds, credits, or exchanges
Educated customers on promotions to enhance sales
Answered customer telephone calls promptly to avoid on-hold wait times
Cumberland Count Department Of Social Services- Income Maintenance Technician I Fayetteville, NC09/2015 - 08/2017
Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations
Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service
Logged call information and solutions provided into NCFast database
Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response
Conferred with customers about concerns with services to resolve problems with maintenance of Food & Nutrition, TANF, Medicaid, and Daycare benefit accounts
Performed various clerical duties by filing and faxing documents and creating customer databases
Described Food & Nutrition, TANF, Medicaid and Daycare to customers, thoroughly explaining details and care of benefits
Reviewed customer data to assess current issues and determine potential solutions
Delivered fast, friendly and knowledgeable service for routine questions and service complaints
Prepared, completed and processed customer account forms and database changes
Documented conversations with customers to track requests, problems and solutions
Accurately documented calls and caller information in NCFast software and made updates to data as needed
Consulted with customers to determine best methods to resolve issues with account deficiencies
Answered, screened and processed over calls daily by using call management system
Corresponded with social workers to build and implement successful solutions to customer problems with their benefits (Food & Nutrition, Medicaid, TANF, Daycare)
Coordinated phone calls and emails with social workers to carry out customer requests
Managed customer expectations by clarifying needs, identifying options and recommending services and benefit possibilities
Cumberland County Department Of Social Services- Processing Assistant III Fayetteville, NC09/2014 - 09/2015
Provided clerical support to Adult Services department by copying, faxing and filing documents
Answered telephone calls to field inquiries from clients, vendors and various other callers seeking information
Kept reception area clean and neat to give visitors positive first impression
Monitored premises, screened visitors, updated logs and issued passes to maintain security
Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance
Managed office inventory by restocking supplies and placing purchase orders to maintain adequate stock levels
Received and routed business correspondence to correct departments and staff members
Drafted professional business memos, letters and marketing copy to support business objectives and growth
Sorted and distributed office mail and recorded incoming shipments for corporate records
Routed incoming calls and faxes and drafted detailed messages to expedite response
Created documentation, including monthly social worker reports and memos
Greeted visitors and directed to appropriate department or personnel
Kept reception area clean and organized to offer positive first impression to every visitor
Oversaw office inventory by restocking supplies and submitting orders for new office products for Adult Services department
Answered incoming telephone calls, questions and client inquiries
Managed and anticipated clerical needs of company employees, including copying, faxing and file management
Assisted with administrative tasks, including filing, answering phones and scanning documents
Created and maintained spreadsheets and developed administrative type reports
Cape Fear Staffing @ CCDS- Data Entry II Fayetteville, NC06/2014 - 09/2014
Obtained scanned records and uploaded into database
Managed documents by organizing forms, making photocopies, filing records, preparing correspondence and creating reports
Corrected any data entry error to prevent later issues such as duplication or data degradation
Added documents to file records and created new records to support filing needs
Reviewed and updated client correspondence files and NCFast database information to maintain accurate records
Scanned documents and saved in database to keep records of essential organizational information
Reviewed Medicaid benefits applications and supporting source documents to locate required data for entry
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