Customer Service Specialist resume example with 7+ years of experience
JessicaClaire
Montgomery Street, San Francisco, CA94105609 Johnson Ave., 49204, Tulsa, OK Home: (555) 432-1000 - Cell: - resumesample@example.com - -
Summary
Innovative Customer Service Manager who effectively executes process changes to improve operational efficiency, with background in providing advice on diverse customer situations.
Skills
Automated Payroll
Accounting Software
Microsoft Dynamics Great Plains Software
Time Clocks Plus Time/Attendance Software
Accounts Payable/Receivable
Microsoft Office Suite
Client relations specialist
Conflict resolution techniques
Team management
Meticulous attention to detail
Focused on customer satisfaction
Training and development
Scheduling
Accomplishments
Reduced staff turnover by 40% in one year by implementing several well-received team and morale-building programs. Improved customer retention in 2014 by 35% from the previous five years.
Experience
07/2016 to 01/2017
Customer Service SpecialistFlir Systems – Stillwater, OK,
Respond to external customers inquiries with timely and accurate information
Follow documented processes/workflow while looking for ways to reduce customer effort
Meet or exceed individual performance goals
Accurately navigate through various system platforms
Meet the expectations of the quality/productivity standards
Share process improvements to enhance customer service and/or efficiency
Ensure privacy of our customers remains the utmost importance
Shifts may vary outside the standard 8:00 a.m. to 5:00 p.m.
May perform other duties as assigned
10/2013 to 07/2016
Call Center ManagerAmerican Burglary & Fire Inc. – Fenton, MO,
Handling in-bound calls in a prompt, professional manner from various types of media including: television, print, radio, and mailers.
Responsible for identifying/implementing strategies to improve profitability, productivity, and quality service.
Assist upper-level management in developing/implementing programs to motivate employees and stimulate a high sense of urgency in a team environment.
Recruited, managed and mentored an average of 15 new customer service representatives per year.
04/2013 to 11/2016
Customer Service RepresentativeSafran Group – Santa Rosa, CA,
Assist customers with viewing potential floral orders and placing orders via the company's website.
Answered incoming calls from florist and customers regarding floral orders.
Provided a high level of product and leadership support to representatives and clients.
Currently staffed as PRN for holidays.
08/2012 to 06/2013
Captioning AssistantFirst Hospitality Group Inc – Chicago, IL,
Process telephone calls for the deaf, hard of hearing, and hearing impaired.
Multi-task (listen to audio, voice what was heard, proof-read developing captions- all simultaneously).
Monitor technical issues on calls and report to appropriate staff.
09/2010 to 05/2012
Guest Services ManagerCheck Point Software Technologies – Richmond, VA,
Recommended changes to existing methods to increase the accuracy, efficiency and responsiveness of the customer service department.
Train all guest service crew members on correct customer handling procedures.
Proper placement of all current, new, and upcoming promotional information.
Effectively communicated with team members to maintain clearly defined expectations.
01/2009 to 06/2010
Premium Auditor/Field RepresentativeOverland Solutions Inc – City, STATE,
Conducted Worker's Compensation, General Liability and Auto/Garage Keepers' audits of policyholder business records on assigned inventory.
Obtaining and analyzing source documents electronically and performing an in depth interview to determine business operations, employee duties and other exposures.
Review audit assignments and manage inventory to schedule and maintain time services and production standards.
04/2017 to
Customer Success ManagerWAITR – City, STATE,
Assist drivers, restaurant partners, and customers with food delivery orders.
Assist drivers with accepting, deliviering, and managing delivery orders (dispatch/support)
Assist customers with inquiries on orders.
Assist city managers with drivers and driver issues
Education and Training
Expected in Current
Associate of Arts: Sociology Baton Rouge Community College - Baton Rouge, La. GPA:
Minor in Business Management
3.3 Gpa
Coursework in Business Management and Accounting
Expected in 2002
: Medical Billing and Coding Med-Vance Institute - Baton Rouge, La GPA:
4.0 GPA
Member of Nation Association of Certified Medical Coders
Expected in
: Accounting/ Business Management Southern University - Baton Rouge, La GPA:
Skills
10-key by touch, Accounts payables, Accounts Payable, Assistant Manager, audio, backup, benefits, Billing, business operations, Call Center, coaching, CPT coding, Customer Service, Customer Care, Data entry, database, delivery, Disaster Recovery, Filing, financial, Great Plains Software, Human Resources, ICD-9, Insurance, inventory, kronos, Medical Coding, Medical Manager, meetings, Microsoft Dynamics, Excel, Microsoft Office, Outlook, PowerPoint, Word, Processing Payments, Payroll, Processing Payroll, pdf, Peachtree Accounting Software, Coding, progress, quality, quality control, QuickBooks Accounting, radio, read, sales, spreadsheets, Supervisor, supervision, taxes, telephone, phone, television, Typing, 40 wpm, website
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