customer service support representative resume example with 10+ years of experience

Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000,

Gifted in connecting with business customers to meet account needs, drive growth and build retention. Knowledgeable about company enterprise and skilled at meeting and exceeding sales and all productivity targets. Service-oriented and quality-focused with demonstrated success over 8 years of experience.

  • Microsoft Office expertise
  • Product organization
  • Report creation
  • Business development understanding
  • Customer relations
  • Project management abilities
  • High-energy attitude
  • Organizational strengths
  • Strategic decision making
  • Advanced problem solving abilities
  • Process development
  • Complex problem resolution
  • Business process improvement
  • Critical thinking
  • Portfolio management
  • Client acquisition
  • Medical terminology
  • Insurance terminology
  • Insurance plan verification
  • Patient rapport
  • Error identification
  • Filing and data archiving
  • Spreadsheet management
  • Email communications
  • Patient relations
  • Insurance practices
  • Medical billing
04/2020 to Current Personalized Supply Chain Specialist Hca | Miami, FL,
  • Active live logistics monitoring of specialty cell and gene therapy and direct to patient shipments.
  • Responded to inquiries from both external and internal customers.
  • Relayed information between drivers and recipients, including ETA and potential delays.
  • Logged, processed and followed up on orders placed.
  • Documented shipping and transportation information and communicated with dispatchers.
  • Completed in-depth research for numerous issues and communicated all issues to client.
  • Monitor and handle the shared email inboxes associated with high level specialty department.
  • Completed accurate and efficient data entry updates to monitoring spreadsheets.
01/2019 to 03/2020 Customer Service Support Representative Belk | Georgetown, SC,
  • Delivered high level of service and support to each customer, paving way for future business opportunities.
  • Prevented key account losses by researching discrepancies for corrective action.
  • Achieved high customer satisfaction scores by de-escalating complaints quickly.
  • Worked with managers to develop service improvement initiatives.
  • Escalated customer satisfaction ratings by offering valuable insights to customers needs and expectations.
  • Notify clients of test results
  • Perform administrative support for medical record management, CRM data maintenance, and internal records to assure HIPAA compliance
  • Work in multiple databases to research complex issues and question
  • Inquire, clarify, and confirm customer requirements and understanding of the solution. Provide additional customer education as needed
08/2017 to 09/2018 Beauty Business Manager Omni Hotels | Irving, TX,
  • Reviewed and analyzed business performance on daily, weekly, monthly, seasonal and annual bases.
  • Excellent communication and interpersonal skills
  • Set and exceed company and personal sales goals while supporting the goals of the team
  • Planned and executed in-store promotional events to increase customer engagement and sales revenues.
  • Kept abreast of latest trends and recommended enhancements to enhance company product offerings.
  • Researched and capitalized on emerging opportunities to build business and expand customer base.
  • Managed and maintained client book of accounts and weekly sales records.
  • Ordered merchandise with accuracy by verifying back stock and maintaining inventories.
  • Connected with customers daily to understand needs, provide assistance and collect feedback to optimize client satisfaction.
  • Maintained inventory accuracy by accurately counting stock-on-hand and reconciling discrepancies.
  • Stayed up-to-date on current and emerging trends to increase professional value and meet diverse client needs.
  • Evaluated customer skin to determine unique conditions and skin type.
  • Applied makeup to achieve desired day-to-day and special event looks.
  • Capitalized on up-selling opportunities for additional products and services to increase sales numbers.
02/2012 to 05/2017 Customer Escalation Analyst Blue Cross Blue Shield Of North Carolina | City, STATE,
  • Documented process flows and developed requirements for functional improvements and enhancements.
  • Identified and analyzed business strategy implications for new lines of business to increase longevity.
  • Documented conversations with customers to track requests, problems and solutions.
  • Provided detailed monthly departmental reports and updates to senior management.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Provided advice and front-line expertise to internal committees in order to improve team, service and procedural standards.
  • Routinely prepared and evaluated reports to identify problems and areas for improvement.
  • Created and implemented process improvements to reduce workloads and bolster callback efficiency.
  • Improved productivity by providing CSR performance feedback for corrective action.
  • Completed frequent assessments of training materials, structure and success rates in order to enhance program.
  • Created and offered additional materials to enhance training for Healthcare Reform initiative.
  • Ability to handle difficult conversations with Senior Leadership at the Customer
01/2008 to 10/2010 Spa Manager XpresSpa | City, STATE,
  • Reduce process gaps, effectively managing 6 employees to ensure optimal productivity.
  • Maintained meticulous records to document client information.
  • Oversaw spa renovation, including coordinating design and managing vendors.
  • Recruited, trained and monitored performance for 4 employees.
  • Applied marketing, networking and interpersonal skills to build relationships and loyal clientele.
  • Managed daily operations, including budgeting, training instruction, insurance requirements, treatment protocol, financials, human resources, payroll, inventory control, marketing, IT, building maintenance and event planning.
  • Developed programs focused on client objectives.
  • Documented client records and information.
  • Created seasonal and targeted offers to enhance visibility and generate revenue.
  • Anticipated spa and salon guest concerns and addressed problems quickly and to satisfaction of patrons.
Education and Training
Expected in | Business Administration And Management Winston Salem State University , Winston-Salem, NC, GPA:
Expected in | Miller-Motte Technical College - Raleigh NC, Raleigh, NC, GPA:
Expected in 05/2002 High School Diploma | Northern High School, Durham, NC GPA:

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Resume Overview

School Attended

  • Winston Salem State University
  • Miller-Motte Technical College - Raleigh NC
  • Northern High School

Job Titles Held:

  • Personalized Supply Chain Specialist
  • Customer Service Support Representative
  • Beauty Business Manager
  • Customer Escalation Analyst
  • Spa Manager


  • Some College (No Degree)
  • Some College (No Degree)
  • High School Diploma

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