LiveCareer-Resume

customer service specialist intermediate resume example with 9+ years of experience

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

Personable and dedicated Customer Service Representative with extensive experience in Retail and Call Center industry. Solid team player with upbeat, positive attitude 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, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. I believe all of my customer service skills and previous telecom experience of making outbound calls and answering inbound calls, would translate very well to a contact center experience.

Skills
  • Great customer service
  • Reliable
  • Retail market knowledge
  • Team-oriented
  • Good communication skills
  • Easy to communicate with
  • Dedicated to gaining knowledge of product and company policies
  • Inbound/Outbound calls
  • Conflict Resolution
  • De-Escalation
  • Problem Solving
  • Organization
  • Soft Skills
  • Data Entry
  • Oral and Written Communication
Experience
Customer Service Specialist, Intermediate, 09/2021 to Current
Irvine CompanySanta Clara, CA,

1. Researched, analyzed and discerned the appropriate and relevant assistance level that may be required across a variety of public and private options for each applicant/enrollee.

2. Coordinated with other call center specialists, in person assisters or navigators on policies and procedures of the MNsure Health Insurance Exchange so they are able to assist people in a consistent manner statewide.

3. Communicated information to callers and coordinated with external call center representatives at DHS or financial workers at the counties in order to ensure that callers were appropriately enrolled and qualified beneficiaries' medical assistance consistent with federal law and the state continuation statute.

4. Served as initial contact for people who contact the MNsure Contact Center, requesting information regarding all aspects of enrollment and billing in the Minnesota Health Insurance Exchange.

5. Served as a secondary contact for consumers to update and process changes for their applications "through the LEC tool" and update information for their billing and coverages in the Minnesota Health Insurance Exchange.

Bartender, 07/2019 to 07/2021
Edible ArrangementsProvo, UT,
  • Confirmed customers' ages for alcohol service and discontinued service to intoxicated guests.
  • Kept close track of bar tabs and transferred open tabs to dining area seamlessly, smoothing process for wait staff.
  • Managed bar area, including cocktail design and menu, inventory, regulation compliance and customer relationships.
  • Restocked beer and liquor on regular schedule and after special events to prepare for forecasted needs.
  • Engaged in small talk with patrons to build rapport and earn repeat business.
  • Collected food, wine and appetizer orders from patrons and promoted upsell items.
  • Multi-task to meet customer, business operations and server needs with minimal errors or delays.
  • Upsold customers from shelf to premium brands to help boost sales.
  • Made product recommendations to customers based on preference, food pairings and special promotions.
  • Stocked bar with beer, wine, liquor and related supplies.
Bar Manager/Bartender, 10/2018 to 07/2019
Applebee's Neighborhood GrillCity, STATE,
  • Confirmed customers' ages for alcohol service and discontinued service to intoxicated guests.
  • Ordered and maintained inventory of bar products, including alcohol, soft drinks and supplies to drive high volume of sales.
  • Restocked beer and liquor on regular schedule and after special events to prepare for forecasted needs.
  • Trained new bartenders in to increase knowledge of drink preparation and upselling techniques.
  • Multitasked to meet customer, business operations and server needs with minimal errors or delays.
  • Stayed up-to-date on latest in mixology trends, bar equipment and sanitation standards.
  • Created list of signature beverage items to increase overall revenue and patron loyalty.
  • Optimized bar inventory and storage to effectively meet expected business levels with adequate stock of alcohol, soft drinks and other supplies.
Store Manager, 11/2012 to 10/2018
Sprint WirelessCity, STATE,
  • Opened and closed store by processing daily paperwork, balancing register drawers, producing staffing schedules and preparing deposits.
  • Reduced process lags by effectively managing my employees for productivity, efficiency and improvement.
  • Rotated inventory from oldest to newest to maintain fresh stock.
  • Delivered excellent customer service and adhered to standard practices to maximize sales and minimize shrinkage.
  • Shared product knowledge with customers and offered personal recommendations to boost upselling and cross-selling goals.
  • Updated store pricing, signage and merchandising to promote specials, sales and discounts.
  • Hired, trained, evaluated performance and enforced disciplinary actions for my associates.
  • Built loyal customer base by delivering excellent service and stocking in-demand products.
  • Improved store status from market worst to best by implementing process improvements and identifying performance gaps for corrective action.
  • Managed inventory tracking and physical inventory counts to minimize loss.
  • Answered, screened and processed high volume of calls daily with call management system and web-based communications.
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
  • I would use cold calling as a way to get customers into the store to see if we could upgrade their phones or, change their plan to save them money on their monthly bill.
  • Had to be able to work independently to meet dead lines for store issues.
  • Handled data entry for all store numbers and metrics and had to be able to research and analyze all documents sent to headquarters about store performance.
  • Would handle in person and on phone customer complaints and resolve their issues or, would transfer escalated calls to a higher position that could not be resolved from a store level.
  • Worked with complex policy and procedures to ensure successful company and business operations.
Education and Training
High School Diploma: , Expected in 06/2008 to Hopkins Senior High School - Minnetonka, MN
GPA:
: , Expected in to El Camino College - Torrance, CA
GPA:

I went to school for Automotive, you get certifications instead of diplomas. I was certified in Engines, AC, and Electrical.

Accomplishments
  • Awarded “Top Sales Manager of the Year and Pinnicle winner" in 2014.
  • Promoted to Store Manager after 3 months in the Assistant Manager Position
  • Promoted to Assistant manager after 11 months in Sales associate position

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Resume Overview

School Attended

  • Hopkins Senior High School
  • El Camino College

Job Titles Held:

  • Customer Service Specialist, Intermediate
  • Bartender
  • Bar Manager/Bartender
  • Store Manager

Degrees

  • High School Diploma
  • Some College (No Degree)

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