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customer service specialist resume example with 19+ years of experience

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

Versatile Customer Service Specialist trained in the Northeast area who thrives in dynamic, challenging and fast-paced professional environments. Assertive and enthusiastic, with extensive knowledge of Verizon Wireless's products, policies and procedures, and an unsurpassed worth ethic.


Results-focused professional offering almost 10 years of progressive leadership experience. Transforms high-potential staff into outstanding leaders who demonstrate the creativity and savvyness that is critical to financial and operational success with Verizon Wireless.

Skill Highlights
  • Guest services
  • Inventory control procedures
  • Merchandising expertise
  • Loss prevention
  • Cash register operations
  • Product promotions
Work Experience
Customer Service Specialist, 03/2011 to Current
Pathfinder BankOswego, NY,
q Uses expert negotiation and problem solving skills to resolve complex and non-routine customer concerns. q Applies exceptional knowledge of all operating systems, online tools and troubleshooting on all calls that require technical assistance. Ability to provide Tier 1 Troubleshooting support to customers. q Communicate complex and technical answers clearly and concisely, adjusting language to facilitate customer comprehension. q Takes accountability for and resolves all customer issues and ensures impending solutions are effectively followed up on with customers. q Pro-actively reviews all customer account information while on calls to identify and match customer's current and future needs with the appropriate product and / or service (e.g., upgrades, adding a line). q Efficiently utilize tools and resources on every call to make effective recommendations to customers. q Successfully positions solutions that increase the value of the customers' wireless experience and leads to customer adoption q Recognizes bells of churn; ensures that network and device experience meets brand expectations and leads to customer loyalty. q Adheres to attendance guidelines to ensure successful contribution to team's goals and performance. q Consistently meets and sometimes exceeds performance expectations and looks for opportunities to add value to the team. q Flexible and willing to help work on department initiatives as needed. q Relied upon to serve as a role-model and provides encouraging peer-to-peer coaching on an as needed basis.
Sr. Financial Service Specialist, 11/2005 to 02/2011
VinfenLowell, MA,
q Handle high call volume of inbound customer calls. q Research and review the billing, as well resolve billing inquires. q Troubleshoot service equipment issues. q Prioritize and organize daily follow-ups to ensure timely resolution. q Resolve the full balance on the customers account by being flexible with making payment arrangements. q Evaluate customer concerns and resolve problems to the customers satisfaction within the first call. q Completed up to date training on new products and services to promote self service options for the customer
Residential Counselor II, 01/2002 to 11/2005
Barry Robinson Treatment FacilityCity, STATE,
q Monitor adolescents on close watch. q Counsel adolescents to be able to cope with society outside of the facility. q Transport the teens/adolescents to and from medical appointments q Ensure safety of the residents' well-being by making rounds and surveying the perimeter. q Residential Counselors provide direct care to the youth to ensure safety and protection of their human rights in accordance with agency policies and procedures. q Counselors guide clients to develop necessary skills through role modeling and build therapeutic relationships with clients. q Performs clinically appropriate intervention that includes assessment, individual and family counseling and crisis intervention for youth and families in their homes. q Participates in clinical case management and treatment team activities. q Able to effectively plan, implement, supervise and participate in a variety of structured group activities, special events and campus-wide activities in order to address residents' needs using treatment plans, experience and observation.
Education and Training
MBA: Management, Expected in 2012 to Strayer University - Chesapeake, VA
GPA:
Strayer University 2012 Chesapeake, VA Management MBA Minor in Management 3.6 GPA
Bachelor of Arts: Criminal Justice, Expected in 2003 to Norfolk State University - Norfolk, VA
GPA:
Norfolk State University 2003 Norfolk, VA Sociology Bachelor of Arts Concentration of Criminal Justice Member of Sociology Club
High School Diploma: , Expected in 1998 to Maury High School - Norfolk, VA
GPA:
Maury High School 1998 Norfolk, VA Advanced Studies High School Diploma
Advanced Studies: , Expected in to - ,
GPA:
Advanced Studies Degree Member of FBLA Club
Accomplishments
  • Outstanding Student 1994-1998
  • Honors Student at Strayer University 2010-2012
  • Golden Key Collegiate Honor Society Winter 2012
  • Golden Key Collegiate Honor Society
  • Student at Strayer University 2010-2012
Publications
Scholarly Societies Golden Key Collegiate Honor Society
Skills
Arrangements, Billing, New Products, Satisfaction, Training, Ups, Accountability For, Basis, Coaching, Customer Account, Customer Service, Increase, Leads, Problem Solving, Receptionist, Retail Sales, Solutions, Technical Assistance, Wireless, Wireless Experience, Case Management, Clients, Surveying, Therapeutic, And Marketing, Crisis Management, Customer Service Representative, Documentation, Excellent Writing, Key Accounts, Marketing, Patience, Relationship Building, Social Services, Writing Skills, Mba

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Resume Overview

School Attended

  • Strayer University
  • Norfolk State University
  • Maury High School

Job Titles Held:

  • Customer Service Specialist
  • Sr. Financial Service Specialist
  • Residential Counselor II

Degrees

  • MBA
  • Bachelor of Arts
  • High School Diploma
  • Advanced Studies

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