Customer Service Secret Shopper resume example with 12+ years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • Home: (555) 432-1000
  • Cell:
Professional Summary

Hardworking Customer Service Representative with 10 years of experience working with products. Trained in project and time management with extensive knowledge of customer service and proven multitasking abilities. Committed to maintaining professional relationships with clients to increase profitability and drive business results. Competent customer servi e driven to exceed sales goals and build long-term relationships with customers. Facilitate positive experiences through high-quality customer care and prompt resolution of complaints and issues. Personable Customer Service professional offering over 10 years of experience resolving account and service concerns for servicing customers. Smoothly uncover and solve challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success. Hardworking customer service bringing 10 years of experience meeting customer needs via telecommuting roles. Skilled in listening to customers, meeting productivity targets and maintaining current knowledge of company offerings. Offering empathy, reliability and enthusiasm for satisfying customers. Well-qualified customer service proficient in handling complex customer issues and promoting positive experiences. Efficiency-driven and organized with team-oriented mentality and dedication to customer satisfaction, business goals and sales excellence. Skilled in coordinating documentation and handling payments.

  • Sales expertise
  • Complaint resolution
  • Order fulfillment
  • Credit card processing
  • Creative problem solving
  • Service standard compliance
  • Computer proficient
  • Quick learner
  • Good listening skills
  • Data Entry
  • Professional telephone demeanor
  • Receiving support
Work History
Customer Service/Secret Shopper, 07/2015 to 03/2020
Total WineGainesville, FL,
  • Conferred with customers about concerns with products or services to resolve problems and drive sales.
  • Trained staff on operating procedures and company services.
  • Resolved associate, tool and service delivery issues revealed by statistical reports.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Optimized customer support by establishing collaborative service environment.
  • Maintained up-to-date knowledge of product and service changes.
  • Responded to customer requests for products, services and company information.
  • Promptly responded to inquiries and requests from prospective customers.
  • Met all customer call guidelines including service levels, handle time and productivity.
  • Provided primary customer support to internal and external customers in fast-paced environment.
Customer Service Representative, Email Team, 09/2015 to 02/2020
Berkshire Health Systems, Inc.North Adams, MA,
  • Consulted with outside parties to resolve discrepancies and create effective solutions
  • Communicated with vendors regarding back order availability, future inventory and special orders
  • Regularly exceeded daily sales and product add-on quotas
  • Provided primary customer support to internal and external customers in fast-paced environment
  • Provided information to customers regarding Williams Sonoma'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 customer telephone calls promptly to avoid on-hold wait times
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
  • Responded to customer requests for products, services and company information
  • Educated customers on promotions to enhance sales
  • Recommended products and services to customers, thoroughly explaining details
Customer Service Cashier, 12/2012 to 04/2014
Crest Foods Inc.City, STATE,
  • Resolved customer complaints and maintained clean and tidy checkout area
  • Educated customers on promotions to enhance sales
  • Maintained reports of transactions and greeted customers when entering and leaving establishment
  • Counted cash in register drawer at beginning and end of shift
  • Maintained current knowledge of store promotions and highlighted sales to customers
  • Answered questions about store policies and concerns to support positive customer experiences
  • Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers
  • Checked prices for customers and processed items sold by scanning barcodes
  • Checked identification for proof-of-age and refusing alcohol and tobacco sales to underage customers
  • Quickly and accurately counted drawers at start and end of each shift
  • Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies
  • Assisted customers by answering questions and fulfilling requests
  • Handled approximately 50 daily credit and cash transactions for customers with accuracy and speed
Cook's Assistant, 10/2006 to 01/2013
Salvation ArmyCity, STATE,
  • Prepared cooking supplies, ingredients and workstations when opening and closing kitchen
  • Removed expired food and beverages from storage and reviewed inventory for upcoming expirations dates
  • Ordered food and supplies based on detailed inventories and changing restaurant needs
  • Prevented cross-contamination from utensils, surfaces and pans when cooking and plating meals for food allergy sufferers
  • Adapted menus to changing seasons and supply inventories to decrease food waste
  • Inspected preparation and storage equipment regularly to assess and maintain performance for cost-effective, safe operations
  • Met production requirements for all aspects of banquet and outlet desserts and breakfast pastries
High School Diploma: , Expected in 05/1996
Clinton High School - Clinton, Oklahoma,

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Resume Overview

School Attended

  • Clinton High School

Job Titles Held:

  • Customer Service/Secret Shopper
  • Customer Service Representative, Email Team
  • Customer Service Cashier
  • Cook's Assistant


  • High School Diploma

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