customer service retention customer service representative resume example with 20+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:

Personable and dedicated Customer Service Representative with extensive experience in in ALL areas of business management and personal relations for every industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

  • Report creation
  • Credit card payment processing
  • Report generation
  • Technologically savvy
  • Customer relations
  • Business development understanding
  • Store maintenance
  • Clerical support
  • DOT regulations knowledge
  • Alcohol regulations knowledge
  • Sanitation regulations knowledge
  • Shipping and receiving understanding
  • Project management abilities
  • Inbound and Outbound Calling
  • Problem-solving abilities
  • Conflict mediation
  • Call Center Operations
Customer Service/Retention Customer Service Representative, 09/2005 - 10/2007
Servicemaster Restoration Services Eureka, CA,
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Made outbound calls to obtain account information.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Set up and activated customer accounts.
  • Explained benefits, features and recommendations to maximize client retention.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Business Owner, 07/1987 - 08/2005
Northland Laboratories Columbus, OH,
  • Managed operations budgeting, accounts payable and accounts receivable and payroll.
  • Conferred with customers to understand needs and finalize purchase orders.
  • Reconciled daily sales, prepared bank deposits and assessed financial transaction reports.
  • Analyzed financial statements and trends to manage cash flow and make business decisions.
  • Interviewed, trained and supervised employees.
  • Kept records for production, inventory, income and expenses.
Banquet/Bartender, 05/1997 - 07/2003
State Of Arkansas North Little Rock, AR,
  • Stocked bar with beer, wine, liquor and related supplies.
  • Set up banquet bars, stocked all supplies and put together table arrangements for each event.
  • Restocked beer and liquor regularly and after special events.
  • Maintained detailed inventory of bar supplies and stocked work areas.
  • Managed bar area, cocktail design and menu and handled inventory, regulation compliance and customer relationships.
  • Monitored patron alcohol consumption to encourage safety.
  • Recommended food and drinks to patrons based on preference, pairings and special promotions.
  • Checked identification of customers to verify age requirements needed to purchase alcohol.
  • Collected appetizer, entree and wine orders from patrons.
  • Kept track of bar tabs and transferred open tabs to dining area for wait staff.
  • Provided positive and knowledgeable responses to guest questions and desires.
  • Prepared mixed drinks by applying advanced mixology knowledge.
  • Poured wine, beer and cocktails for patrons.
  • Dressed and reset tables to assist servers.
  • Introduced bar staff to precision pouring and waste reduction tactics to lower liquor costs.
  • Enforced minimum age requirements for consumption of alcoholic beverages by checking identification.
  • Stayed up-to-date on latest mixology trends, bar equipment and sanitation standards.
Troubleshooter, 08/1998 - 10/2000
US West Communications City, STATE,
  • Oversaw hardware, software and networking component monitoring, testing and installation to assist maintenance and migration.
  • Lent technical support, consulting and implementation services to maintain system performance thresholds.
  • Entered commands and observed system functioning to verify correct operations and detect errors.
  • Read technical manuals, conferred with users or conducted computer diagnostics to investigate and resolve problems.
  • Referred major hardware or software problems or defective products to vendors or technicians for service.
  • Answered user inquiries to resolve computer software or hardware operation problems.
Receptionist/Office Assistant, 10/1995 - 01/1997
Todd's Spices City, STATE,
  • Handled payment processing and provided customers with receipts and proper bills and change.
  • Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
  • Received incoming calls and coordinated with staff to fulfill customer requests.
  • Prepared daily shift close reports and balanced cash register to accurately reflect transactions.
  • Preserved office security by following safety procedures and controlling access via reception desk.
  • Assisted staff and executives with special projects.
  • Coordinated meetings, scheduling conference rooms and sending calendar invitations to attendees.
  • Answered multi-line phone system and managed calls by routing to proper extensions or taking messages.
  • Drafted professional business documents, spreadsheets and correspondence.
  • Greeted visitors to provide information and direct to appropriate personnel.
  • Greeted customers, answered general questions and directed to appropriate locations.
  • Sorted invoices for accounting department by date stamping and filing by vendor code.
  • Operated telephone switchboard to answer, screen and forward calls to appropriate personnel.
  • Maintained business office inventory and equipment by checking stock for needed supplies.
  • Coordinated pick-up and delivery of express mail services.
  • Collated, bound and stored computer-generated reports.
  • Monitored reception area to provide consistently safe, hazard-free environment for customers.
  • Maintained client accounts by obtaining, recording and updating personal and financial information.
Restaurant Manager , 04/1985 - 08/1995
Maid-Rite Diner City, STATE,
  • Trained workers in food preparation, money handling and cleaning roles to facilitate restaurant operations.
  • Completed thorough opening, closing and shift change functions to maintain operational standards each day.
  • Complied with health, sanitation and liquor regulations by clearly communicating and reinforcing standards and procedures to employees.
  • Enforced sanitary practices for food handling, general cleanliness and maintenance of dining and kitchen areas.
  • Oversaw food preparation, production and presentation according to quality standards.
  • Checked with guests to get feedback on food served, resolve issues, bring additional items and refill beverages.
  • Reconciled daily transactions, balanced cash registers and deposited restaurant's earnings at bank.
  • Trained new employees to perform duties.
  • Distributed food to service staff for prompt delivery to customers.
  • Assisted staff by serving food and beverages or bussing tables.
  • Inspected dining and serving areas for cleanliness and proper setup.
  • Oversaw inventory and ordered ingredients to restock freezers, fridges and pantry.
  • Oversaw training of supervisors to develop leadership and customer service skills.
  • Communicated well and used strong interpersonal skills to establish positive relationships with guests and employees.
D.O.T. Log Clerk/driver Training Instructor, 03/1990 - 01/1991
TMC Trucking City, STATE,
  • Performed pre-trip inspection checks and reported problems to supervisor.
  • Inspected vehicles for cleanliness and checked gas and oil levels prior to departure.
  • Documented daily mileage, gas and other data.
  • Verified loads against bill of lading to identify and correct discrepancies.
  • Maintained safe driving history with no critical incidents over [Number]-year timeframe.
  • Collected [Description of loads] and correctly secured load in order to uphold safety standards and reduce damage.
  • Inspected vehicle before leaving company premises and after trips.
  • Maintained clean driving record by following safety protocols and strictly adhering to traffic laws.
  • Maintained safe driving habits to protect property and general public on roadways.
  • Inspected trucks and trailers before and after trips and completed basic maintenance for optimal performance.
  • Conducted daily DOT pre-trip inspections according to set checklist.
  • Implemented daily DOT pre-trip inspections to reduce risks or delivery delays.
  • Maintained vehicle logs, records of cargo, or billing statements in accordance with regulations
  • Updated logs with timely and accurate information meet internal requirements and DOT recordkeeping demands.
  • Obtained signatures needed to complete and process paperwork.
  • Inspected vehicle and personally handled routine upkeep.
  • Recorded expenses and maintained receipts.
  • Performed pre- and post-trip safety and maintenance checks to mitigate hazards.
  • Inspected and maintained vehicle supplies and equipment to ensure vehicles remain in proper working condition.
  • Observed driving regulations and safety procedures, maintaining excellent safe driving record.
Receptionist/Office Clerk/Payroll Clerk/Dispatcher Office Assistant, 09/1983 - 06/1985
AE Dairy City, STATE,
  • Updated employee paperwork and records.
  • Greeted visitors or callers to handle questions or direct to appropriate staff.
  • Organized files, developed spreadsheets, faxed reports and scanned documents to bolster organizational workflow.
  • Answered phone calls and welcomed visitors to office.
  • Conducted office inventory checks and requested restock of supplies.
  • Checked office supply levels, anticipated needs and placed orders for appropriate stock levels.
  • Updated electronic and hard copy files, maintaining compliance with company data security and archival procedures.
  • Handled requests-for-information and delegated customer service tasks to appropriate employees.
  • Prepared and made daily deposits and assisted with invoice processing and bank reconciliation.
  • Collected and coded various documents to prepare for filing, storage and processing.
  • Monitored dispatch board and adjusted call priorities regularly based on caller needs.
  • Managed daily delivery and work schedules to maximize coverage.
  • Reviewed routes, daily traffic and weather conditions to adjust plans, meeting daily requirements and service needs.
  • Monitored changes in delivery schedule and communicated changes to customers.
  • Liaised with customers to provide logistics for drivers and coordinate delivery times.
Education and Training
Master of Arts: Barber/beautician , Expected in 08/2000
Barber College And Hairstyling - Des Moines Iowa,
Status -
: Hairstyling, Expected in 04/1998
Iowa School of Beauty - Urbandale, IA
Status -
: Business Management, Expected in 05/1985
Dmacc High School Program - Des Moines, IA,
Status -
Associate of Science: Study of Christian Counciling , Expected in
Colorado Christian University - Denver, CO
Status -
: Hair Design, Expected in
Barber College - Des Moines Iowa,
Status -
: Excellence in Customer Service , Expected in
Advanced Training Associates - West Des Moines, IA,
Status -
: Advanced Customer Relations , Expected in
Training Course Mediacom - West Des Moines, IA,
Status -
: Customer Service Skills , Expected in
Training Course Mediaclm - West Des Moines, IA,
Status -

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Resume Overview

School Attended

  • Barber College And Hairstyling
  • Iowa School of Beauty
  • Dmacc High School Program
  • Colorado Christian University
  • Barber College
  • Advanced Training Associates
  • Training Course Mediacom
  • Training Course Mediaclm

Job Titles Held:

  • Customer Service/Retention Customer Service Representative
  • Business Owner
  • Banquet/Bartender
  • Troubleshooter
  • Receptionist/Office Assistant
  • Restaurant Manager
  • D.O.T. Log Clerk/driver Training Instructor
  • Receptionist/Office Clerk/Payroll Clerk/Dispatcher Office Assistant


  • Master of Arts
  • Associate of Science

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