customer service specialist resume example with 20+ years of experience

Jessica Claire
, , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - - : - -

Results-driven Customer Service Specialist highly skilled in account management and sales techniques. Bringing 30 years of experience in professional communication with customers and peers. Skilled communicator known for contributing to repeat business.

  • Conflict mediation
  • Call Centers
  • Problem Resolution
  • Data evaluation
  • Customer Service
  • Customer relations
  • Call center experience
06/1983 to 05/2009
Customer Service Specialist Liberty University Lynchburg, VA,
  • Recommended improvements to products and services to mitigate complaints.
  • Resolved average of 450 inquiries per week to consistently meet performance benchmarks, including speed, accuracy and volume.
  • Answered customers' questions and addressed problems and complaints in person and via phone.
  • Provided outstanding Hot Line Desk service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Consistently met service team sales targets and call handling quotas consistently.
  • Documented conversations with customers to track requests, problems and solutions.
  • Ranked in top 10% for customer satisfaction among 350 competing Customer Service Rep.
  • Upheld strict quality control policies and procedures during customer interactions.
  • Assisted customers in making payments on accounts and setting up payment plans.=
  • Displayed strong telephone etiquette, effectively handling difficult calls.
  • Strengthened traceability by developing organization systems for client contracts, records, reports and agendas.
  • Confirmed delivery of orders, troubleshooting missed delivery dates, shortages and overages.
  • Ranked as most effective in problem calls out of 100 customers representatives.
05/2006 to 05/2008
Administration Assistant American Red Cross Greenville, SC,
  • Tracked and submitted employee timesheets to accounting department for payroll processing.
  • Greeted visitors or callers daily to handle inquiries or direct to appropriate persons.
  • Processed financial documents, including contracts, expense reports and invoices.
  • Monitored daily and weekly schedules and monthly calendar obligations for 45 School teachers.
  • Informed or directed visitors and parents to appropriate offices.
  • Processed incoming mail and packages and placed envelopes in bins to be dispersed to personnel in all departments.
  • Maintained inventory in administrative building supply closet to prevent shortages of supplies.
  • Assisted all new students inquiring about financial aid, including walk-ins, callers and emailed information requests.
  • Coordinated and located substitute teachers for absent educators.
  • Managed building access by supplying key cards to employees and visitors.
  • Coordinated project materials by managing physical and digital files, monitoring spreadsheets and updating reports.
06/1973 to 06/1983
Retail Sales Assistant Ferguson Van Nuys, CA,
  • Engaged positively with each customer, providing professional and polite support for sales and service needs.
  • Restocked shelves, racks and bins with latest merchandise and changed signage to promote special items.
  • Calculated pricing, scanned tags, applied discounts, collected payment and offered receipts to process transactions.
  • Kept tabs on competitors by analyzing successes and failures and evaluating impact on market.
  • Offered coupons and special deals to increase quantity of customer spending.
  • Recommended accessories and delivered details regarding latest promotions to increase sales.
  • Processed merchandise returns and exchanges for customers to refund payments, trade items and offer store credit.
  • Assisted average of 80 customers per day in finding or selecting items.
  • Increased customer service feedback scores by delivering outstanding service to customers daily.
  • Assessed assigned areas and displays to maintain presentable condition, restocking and reorganizing merchandise as needed.
  • Employed strong relationship-building skills and consistent follow-through in every aspect of work to improve customer satisfaction.
  • Readied merchandise for sales floor by marking items with identifying codes and accurate pricing.
  • Stocked, replenished and organized inventory, completing tasks 95% faster than average associates.
  • Reduced store theft 90% by observing customers, identifying security risks and traffic.
  • Answered questions about current promotions and resolved issues according to store policies.
  • Kept calm and applied strong problem-solving and interpersonal skills to resolve conflicts.
  • Assisted in strategic planning and setup of merchandise displays to promote target products and attract customer traffic.
  • Arranged merchandise for display to highlight new styles, attract customers and enhance sales.
  • Managed cash register operations using POS system, including processing sales and returns.
  • Counted cash, made change and stored coupons to keep organized and balanced cash register drawer.
  • Welcomed customers, offered to help locate items and suggested merchandise without being intrusive or pushy.
  • Maintained accurate and attractive merchandise displays to maximize purchases.
Education and Training
Expected in 05/1974 to to
Secretarial Skills: Business Administration
Opportunities Industrialization Center - Atlanta Ga,
Expected in 10/1993 to to
Performance MManagement-Solutions: Business Administration And Management
Allstate Insurance Company Southeast Rcc - Atlanta Ga,
Expected in 03/2012 to to
Caring For People: Business
Light University - Atlanta Ga,
Expected in 05/2016 to to
Associate of Science: Degree of Bachelor of Science Religion
Liberty University - Lynchburg, VA
Expected in to to
Bachelor of Science: Human Service Counseling, Marriage And Family
Liberty University - Lynchburg, VA

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Resume Overview

School Attended

  • Opportunities Industrialization Center
  • Allstate Insurance Company Southeast Rcc
  • Light University
  • Liberty University
  • Liberty University

Job Titles Held:

  • Customer Service Specialist
  • Administration Assistant
  • Retail Sales Assistant


  • Secretarial Skills
  • Performance MManagement-Solutions
  • Caring For People
  • Associate of Science
  • Bachelor of Science

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