LiveCareer-Resume

customer service specialist resume example with 6+ years of experience

Jessica
Claire
resumesample@example.com
(555) 432-1000,
, , 100 Montgomery St. 10th Floor
:
Summary

Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Well-versed in products, services and consumer trends. Dependable achiever committed to holding highest ethical standards and maintaining customer trust.

Skills
  • Report Creation
  • Translation and Interpretation Services
  • De-escalation Techniques
  • Report Generation
  • Calm and Professional Under Pressure
  • Data Entry and Maintenance
  • Customer Account Management
  • Issue and Complaint Resolution
  • Customer Data Confidentiality
  • Upselling Products and Services
  • Multitasking and Prioritization
  • Customer Service
  • Building Customer Trust and Loyalty
  • 40 wpm Typing Speed
  • Transaction Processing
  • Order and Refund Processing
  • Verbal and Written Communication
  • Customer Retention Strategies
  • Project Management
Education and Training
University of Benin Nigeria, Expected in 01/2010 Bachelor of Science : Medical Biochemistry - GPA :
Experience
American Red Cross - Customer Service Specialist
Beckley, WV, 07/2021 - Current
  • Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Upheld quality control policies and procedures to increase customer satisfaction.
  • Trained new hires on products and services, best practices and protocols to reduce process gaps.
  • Assisted customers with making payments or establishing payment plans to bring accounts current.
  • Relayed customer feedback to cross-functional teams to improve products and services.
  • Improved customer service wait times to mitigate complaints.
  • Troubleshot shortages and overages to support quality control efforts.
  • Rolled out operational improvements and solutions to deliver top-notch customer service.
  • Led team engagement to assist cross-functional departments and achieve goals.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Developed strong customer relationships to encourage repeat business.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Bass Pro Shops - Customer Service Associate
Avon, OH, 08/2019 - 06/2021
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Consulted with customers to resolve service and billing issues.
  • Set up and activated customer accounts.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Fielded customer complaints and queries, fast-tracking for problem resolution.
  • Used proven techniques to de-escalate angry customers during telephone interactions.
  • Mentored new employees on procedures and policies to maximize team performance.
Progressive - Claims Representative
Boise, ID, 03/2017 - 07/2019
  • Provided quality customer service to assigned, insured and claimants throughout claims process to deliver timely service to customers.
  • Verified details with policyholders and requested additional information.
  • Delivered quality customer service to assigned, insured and claimants throughout entire claims lifecycle to promote service times.
  • Reviewed documentation and accounts to gain full picture.
  • Managed asset recoveries for claims, including salvage and subrogation.
  • Negotiated settlements for uncomplicated claims in accordance with actual company liability.
  • Processed high volumes of bodily injury claims efficiently while working in fast-paced environment.
  • Assisted claimants, providers and clients with problems or questions regarding claims.
  • Prepared and reviewed insurance-claim forms and related documents for completeness.
  • Assisted new policyholders with processing claims.
  • Processed claims for payment or forwarded to appropriate personnel for further investigation
  • Examined claims, records and procedures to grant approval of coverage.
  • Corresponded with insured or agent to obtain information or inform of account status or changes.
  • Modified and updated existing policies and claims to reflect change in beneficiary, amount of coverage or type of insurance.
  • Checked documentation for appropriate coding, catching errors and making revisions.
  • Coordinated and planned investigations of claims to confirm compensability and coverage.

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Resume Overview

School Attended

  • University of Benin

Job Titles Held:

  • Customer Service Specialist
  • Customer Service Associate
  • Claims Representative

Degrees

  • Bachelor of Science

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