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Customer Service Representative Support Resume Example

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CUSTOMER SERVICE REPRESENTATIVE SUPPORT
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
Work History
Customer Service Representative Support, 12/2019 to Current
Clinical Pathology Labs – Austin, TX
  • 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
Customer Service Representative, 08/2019 to 11/2019
Decor Builders Hardware, Inc. – Austin, TX
  • Responded to customer requests for materials, services and company information
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions
  • Described hardware to customers, thoroughly explaining details and care of merchandise
  • Communicated with vendors regarding back order availability, future inventory and special orders
  • Issued receipts and processed refunds, credits, or exchanges
  • Offered advice and assistance to customers, paying attention to special needs or wants
  • Greeted customers entering store and promoted sales or special programs
  • Answered 10+ inbound calls per day and directed to designated individuals or departments
Customer Service Representative, 04/2019 to 08/2019
TruGreen – Round Rock, TX
  • Answered customer telephone calls promptly to avoid on-hold wait times
  • Answered constant flow of customer calls with up to20+ 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
Supervisor/Manager, 10/2017 to 11/2018
Risk Solutions – Killeen , TX
  • 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
Customer Service Representative, 04/2018 to 11/2018
Home Depot – Killeen, TX
  • 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
Cruise Vacation Specialist, 11/2017 to 03/2018
Carnival Cruise Lines – Killeen, TX
  • 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
Income Maintenance Technician I, 09/2015 to 08/2017
Cumberland Count Department Of Social Services – Fayetteville, NC
  • 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
Processing Assistant III, 09/2014 to 09/2015
Cumberland County Department Of Social Services – Fayetteville, NC
  • 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
Data Entry II, 06/2014 to 09/2014
Cape Fear Staffing @ CCDS – Fayetteville, NC
  • 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
Education
Bachelor of Science: Psychology, 04/2011
Fayetteville State University - Fayetteville, NC
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
Customer Service Representative Support, 12/2019 to Current
Clinical Pathology Labs – Austin, TX
  • 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
Customer Service Representative, 08/2019 to 11/2019
Decor Builders Hardware, Inc. – Austin, TX
  • Responded to customer requests for materials, services and company information
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions
  • Described hardware to customers, thoroughly explaining details and care of merchandise
  • Communicated with vendors regarding back order availability, future inventory and special orders
  • Issued receipts and processed refunds, credits, or exchanges
  • Offered advice and assistance to customers, paying attention to special needs or wants
  • Greeted customers entering store and promoted sales or special programs
  • Answered 10+ inbound calls per day and directed to designated individuals or departments
Customer Service Representative, 04/2019 to 08/2019
TruGreen – Round Rock, TX
  • 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
Supervisor/Manager, 10/2017 to 11/2018
Risk Solutions – Killeen , TX
  • 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
Customer Service Representative, 04/2018 to 11/2018
Home Depot – Killeen, TX
  • 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
Cruise Vacation Specialist, 11/2017 to 03/2018
Carnival Cruise Lines – Killeen, TX
  • 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
Income Maintenance Technician I, 09/2015 to 08/2017
Cumberland Count Department Of Social Services – Fayetteville, NC
  • 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
Processing Assistant III, 09/2014 to 09/2015
Cumberland County Department Of Social Services – Fayetteville, NC
  • 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
Data Entry II, 06/2014 to 09/2014
Cape Fear Staffing @ CCDS – Fayetteville, NC
  • 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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Resume Overview

Companies Worked For:

  • Clinical Pathology Labs
  • Decor Builders Hardware, Inc.
  • TruGreen
  • Risk Solutions
  • Home Depot
  • Carnival Cruise Lines
  • Cumberland Count Department Of Social Services
  • Cumberland County Department Of Social Services
  • Cape Fear Staffing @ CCDS

School Attended

  • Fayetteville State University

Job Titles Held:

  • Customer Service Representative Support
  • Customer Service Representative
  • Supervisor/Manager
  • Cruise Vacation Specialist
  • Income Maintenance Technician I
  • Processing Assistant III
  • Data Entry II

Degrees

  • Bachelor of Science : Psychology , 04/2011

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