Customer Service Senior Agent Resume Example

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Jessica Claire
  • Montgomery Street, San Francisco, CA 94105
  • Home: (555) 432-1000
  • Cell:
Professional Summary

Proficient customer service senior agent with a superior work ethic and expertise in working from scripted responses to resolve customer problems. Driven and responsible with adaptable, solution-oriented nature. Excellent conflict mediator and an efficient multitasker. Knowledgeable and dedicated customer service professional with extensive experience in a customer service industry. Solid team player with an outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

  • High-quality customer service
  • Coaching and Mentoring
  • Leadership and Management
  • Internet Savy Skills
  • Loyalty Towards Company
  • Excellent Grasping Power
  • Working Under Pressure
  • Customer support
  • Quality assurance
  • Answering questions
  • Complaint resolution
  • Marketing
Work History
Customer Service Senior Agent, 08/2018 to Current
Fedex Cross BorderCarlsbad, CA,
  • Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.
  • Analyze and Resolve most common inquiries using step-by-step solutions.
  • Record inquires details in CRM system.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Maintained and encouraged customer loyalty through courteous and efficient resolution of disputes, complaints and discrepancies.
  • Answered over 10 calls per hour to meet fast-paced call center demands.
  • Collect the customer feedback and made process changes to exceed customer satisfaction goal
  • Facilitated information flow between customer service, account management operations, quality assurance, training to guaranty call center objectives were met.
  • Kept up exact and current client account information counting their bank subtle elements and offer assistance them to set up the coordinate charges.
  • Got promotion twice in a year for the outstanding performance from customer service specialist to customer service senior agent.
  • Awarded as "Going Above and Beyond" also as "Passion for Customer Service"
  • The Company recognized as "Rant and Rave Champion"
Internships, 11/2018 to 01/2019
Two Rivers YmcaMoline, IL,
  • Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
  • Logged call information and solutions provided into GUI and NCRM database.
  • Responded to average of 70 calls on behavior helpline during each shift.
Travel Consultant, 05/2011 to 10/2017
Banks SadlerVirtual Location, UT,
  • Served as a dedicated Travel Consultant for over six years.
  • Researched and stayed up to date on all hotel offerings and promotions for domestic and international.
  • Worked with clients to develop trip itineraries that made sense in terms of time, budget, and goals.
  • Maintained operational proficiency in coordinating both international and domestic travel accommodations for customers, arranging for airfare as well as hotel and rental car reservations.
  • Organized memorable and exquisite travel itineraries and vacations for high-level clients.
  • Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
  • Successfully handled all clerical and administrative duties including answering phones, recording and relaying messages, and providing callers and walk-ins with information about the company.
  • Implemented automated office systems, optimizing client and data communications as well as records management.
  • Consistently fostered business growth by delivering first-rate travel advising and itineraries to develop valuable client relationships.
  • Received multiple positive reviews acknowledging dedication to excellent customer service.
Masters: Hospitality And Tourism Managment, Expected in 08/2019
University Of Euroregional Economy - Józefów,
  • Getting the Knowledge of Brand Management
  • Communication and Promotion in Marketing
  • The History of Tourism, Leisure and Hotel Industry
  • Standard of Quality and Corporate Social Responsibility in Tourism and Hotel Industry
  • Sales Management in Tourism and Hotel Industry
  • Events and Business Tourism, Spa and Wellness Service Market in Hotel Industry
  • Thesis: "The relationship between tourism and culture heritage management evidence of india"
  • Graduated with 4 GPA
Foundation in Travel And Tourism With Galileo: Travel And Tourism Management, Expected in 03/2016
IITC Global Careers - Ahmedabad,
  • Advise customers on passport and visa requirements, as well as on travel insurance options
  • Promote services and facilities available to airline passengers during their travel
  • Interpret standard industry codes to plan and reserve travel itineraries
  • Sell rail travel, car rental, hotel accommodation, cruises and pre-packaged tour products
  • Provide good customer service and retain customer loyalty
  • Use the Global Distribution System to make and maintain reservations and issue travel documents

    Awarded as "Going Above and Beyond" also as "Passion for Customer

    The Company recognized as "Rant and Rave Champion"


Gujarati - Proficient user

Hindi - Proficient user

English - Proficient user

Polish - Basic user


Explore the unexplored places

Reading Novels


Playing chess


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Resume Overview

School Attended
  • University Of Euroregional Economy
  • IITC Global Careers
Job Titles Held:
  • Customer Service Senior Agent
  • Internships
  • Travel Consultant
  • Masters
  • Foundation in Travel And Tourism With Galileo

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