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Customer Service Representative & Technical Support Resume Example

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CUSTOMER SERVICE REPRESENTATIVE & TECHNICAL SUPPORT
Career Overview

Hands on, hard working, and dedicated Customer Service Manager motivated to maintain customer satisfaction and contribute to company success.

Core Strengths

Strong organizational skills

Seasoned in conflict resolution

Large cash/check deposits expert

Inventory control familiarity

Customer service expert

Time Management


  • Executive Management Support
  • Critical Thinking
  • Active Listening
  • Account Management
Accomplishments

Customer Assistance 

  • Worked with company systems such as Live Support and diligently completed all assigned tasks, working overtime as needed.

Quality Communication 

  • Interacted with 50+ affiliate stations in US and Puerto Rico, ensuring reliable and high-speed delivery to residential and small-business customers.

Computed Data Reports 

  • Provided required weekly, monthly and quarterly reports listing sales figures and client track records.

Customer Service 

  • Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.

Sales 

  • Consistently generated additional revenue through skilled sales techniques.

Product Sales 

  • Cross-sold services at a rate of 30%, upgrading customers to different plans and product packages.

Customer Interface 

  • Greeted customers upon entrance and handled all cash and credit transactions.
  • Assisted customers over the phone regarding store operations, product, promotions and orders.

Multi-tasking 

  • Cashiered with two cash registers at once in tandem to maximize customer flow.

Database Maintenance 

  • Assisted in the managing of the company database and verified, edited and modified members' information.
Work Experience
Customer Service Representative & Technical SupportCingular Wireless - Fayetteville, NC
  • Answered a heavy volume of calls in a call center environment.
  • Due to my effectiveness at my assigned position, awarded the position on a special team set up to handle the more difficult billing and account issues.
  • Provided first call resolution by addressing moderately complex issues at the initial point of contact.
  • Researched customer complaints, answered customer questions and resolved their issues on the first call.
  • Escalated complex issues to the appropriate resources to ensure the correct resolution.
  • Followed the preset policies and procedures I offered customer incentives and information on value added features to increase retention and reduce cancellations.
  • Assisted customers over the phone to troubleshoot any problems with customers' mobile equipment, issues with billing statements, billing statement inquiries and processed credit card payments over the phone.
  • Attended extensive customer service training classes to remain current on the latest technological changes in the industry and additional ways to render the proper customer service.
  • Cross-trained and provided back-up for other customer service representatives when needed.
  • Resolved product issues and shared benefits of new technology.
  • Promptly responded to general inquiries from members, staff, and clients via mail, e-mail and fax.
  • Expressed appreciation and invited customers to return to the store.
Rural Carrier AssociateUnited States Postal Service - Fayetteville, NC
  • I processed, sorted and delivered a large volume of residential and commercial mail in both a rural and municipal area for a speedy and a customer friendly delivery.
  • Always remaining on course allowed me to deliver the mail in an efficient and prompt manner to allow time at the end of my scheduled shift to prep for the following days work or assist a fellow letter carrier on their assigned route.
  • Being that I was so effective on my normal route, on days that I was not scheduled on my assigned route, I was scheduled to deliver the express mail so to ensure its prompt delivery.
  • The delivery items consisted daily of first class, certified, registered, insured, express mail, and parcel post that weighed up to 70lbs.
  • I accepted C.O.D.
  • payments, and payments for stamps, stamped papers and money orders.
Retail Sales AssociateDec 2004 to Jul 2005
Family Dollar Stores Inc - Fayetteville, NC
  • Provide quality service and support in a variety of areas including, but not limited to: running the cash register, completing store inventory, restocking store inventory, and loss prevention.
  • Improved customer service by thoroughly and efficiently gather customer information, assessed and fulfilled customer needs, and educated the customer where applicable.
  • Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges.
  • Prevented store losses using awareness, attention to detail and integrity.
  • Cross-trained and provided back-up for other customer service representatives when needed.
  • Worked as a team member performing cashier duties, product assistance and cleaning.
  • Expressed appreciation and invited customers to return to the store.
  • Assisted customers with store and product complaints.
  • Guaranteed positive customer experiences and resolved all customer complaints.Maintained adequate cash supply in cash drawers in multiple checkout stations.
Jewelry Sales AssociateWal Mart Stores Inc. - Fayetteville, NC
  • Provided quality customer service for the products and services sold and offered at our store.
  • Responsible for the jewelry departments' inventory by maintaining in stock levels, controlling shrinkage in a timely manner, and product tracking.
  • Other responsibilities that included but are not limited to stocking and receiving product, assuring that my assigned department is safe and clean of debris for shoppers to shop safely and assisting other departments and associates who are in need of help.
  • Assisted customers with store and product complaints.
  • Guaranteed positive customer experiences and resolved all customer complaints.
  • Compiled weekly monetary reports and records for store managers.
  • Responsible for ringing up customers in a timely manner and guaranteeing high level of customer service.
  • Accurately logged all daily shipping and receiving orders.
  • Managed cash stock and inventory balances accurately.
  • Recommended, selected and helped locate merchandise based on customer needs and desires.
  • Stocked and rotated inventory regularly.
  • Performed store opening duties, including counting cash drawers and checking all equipment for proper functioning.
  • Organized the store by returning all merchandise to its proper place.
  • Replenished merchandise shelves with items from the stockroom.
  • Processed merchandise returns and exchanges.
Educational Background
High School Diploma1999Terry Sanford High School - Fayetteville, NC, United States

United States Army Heavy Wheel Mechanic 1999 College/University Fayetteville Technical Community College: 600+hrs in Cosmetology 50 credits consisting of General Psychology (A), Public Speaking (B), Expository Writing (A) Chemistry (A) Organic Chemistry (B)

Skills

Cash handling

Professional and friendly

Strong public speaker

Multi-tasking

Able to lift 70 pounds

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Resume Overview

Companies Worked For:

  • Cingular Wireless
  • United States Postal Service
  • Family Dollar Stores Inc
  • Wal Mart Stores Inc.

School Attended

  • Terry Sanford High School

Job Titles Held:

  • Customer Service Representative & Technical Support
  • Rural Carrier Associate
  • Retail Sales Associate
  • Jewelry Sales Associate

Degrees

  • High School Diploma 1999

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