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Customer Service Technician Resume Example

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CUSTOMER SERVICE TECHNICIAN
Professional Summary

Hardworking Customer Service Representative with many years of experience working as a remote call center professional, versed in customer support protocols for tangible and intangible products and services. Brings extensive high-call volume experience spanning more than 5 years working from an at home office, for several Fortune 500 companies. Proficient in handling incoming calls from consumers of internet, phone, media service and travel accommodations. Superior computer skills and telephone etiquette. Gifted in working with stressed, confused and upset individuals in need of benefits information and supportive guidance. Effective at operating within industry regulations and departmental guidelines to manage telephone calls, emails, letters and in-person requests for assistance. Specializing in quality, speed and process optimization to navigate the companies database, websites and other resource systems to extract necessary information to articulate to the client.

Skills
  • Excellent listening, comprehension, communications (verbal and written) problem solving
  • Inbound and Outbound Calling
  • Strong data entry and telephone skills
  • Administrative and Technical support
  • Professional telephone demeanor
  • Proficient in building rapport, provide empathy and provide excellent customer experience
  • Account management
  • Recordkeeping strengths
  • Medical terminology knowledge
  • Complaint resolution
  • CRM
  • Training development aptitude
  • Office equipment proficiency
  • Home office with most up to date Windows 10 computers, phone headset, and mini cam
  • Internet speed of up to 1 gig
  • Microsoft Office expertise
Work History
Customer Service Technician, 10/2016 to Current
Company Name – City, State
  • Diagnose and resolve internet, phone and media system problems
  • Upheld privacy and security requirements established by FCC regulatory agencies
  • Educated customers on how to install, adjust, and operate electronic equipment to record and transmit radio and television programs
  • Offered custom troubleshooting to assist problem resolution and restore service levels
  • Using computers and computer systems (including hardware and software) to program, set up functions, enter data, or process information
  • Identify information by categorizing, estimating, recognizing differences or similarities, and detecting changes in circumstances or events
  • Confer with customers by telephone to provide information about products or services, enter orders, schedule appointments or obtain details of complaints
  • Check to ensure that appropriate changes were made to resolve customers' problems
  • Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
  • Resolve customers' service or billing complaints by performing activities such as refunding money, or adjusting bills
  • Provided accurate information about promotions, customer programs and products, helping drive high customer retention
  • Investigated and resolved accounting, service and delivery concerns
  • Answered average of 35 to 45 calls, ans 20 emails per day, addressing customer inquiries, solving problems and providing product information
  • Handled multi-service customers in fast-paced upbeat setting in coordination with solid team of other customer service associates
  • Expressed appreciation for patronage, inviting and encouraging customer to use self help apps
  • Suggested process improvements, which would benefit company and its clients
  • Cultivated impactful relationships with customers and drove business development by delivering product knowledge
Cruise Specialist, 10/2016 to 01/2020
Company Name – City, State
  • Conversed with clients to build rapport and determine destination, mode of transportation, travel dates, financial considerations, and accommodations required
  • Responded to clients' questions, issues and complaints and implemented appropriate solutions
  • Recorded and maintained information on clients, and travel packages
  • Performed duties in accordance with all applicable standards, policies and regulatory guidelines to promote safe working environment
  • Supervised payments via credit and debit cards and handled all sensitive information with professionalism and discreteness
  • Implemented automated office systems, optimizing client and data communications as well as records management
  • Asked open-ended questions to better ascertain client needs and determine best international travel offerings
  • Developed process improvements and long-term business strategies through analysis of customer feedback
Customer Service Representative, 09/2016 to 04/2017
Company Name – City, State
  • Used computers for various applications, such as database management or word processing
  • Answered calls and gave information to clients, transferred calls to appropriate individuals and departments
  • Created, maintained, and entered information into databases
  • Set up and manage electronic filing systems, recording information, updating files, and maintaining electronic documents, such as electronic tax returns, W2s', tax forms, correspondence, or other electronic material
  • Recommended tax software or professional tax expert assistance to customers, thoroughly explaining details
  • Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions
  • Responded to customer requests for products, services and company information
  • Entered customer interaction details in company software applications to track requests, document problems and record solutions offered
  • Answered constant flow of customer calls in queue
  • Answered customer telephone calls promptly to avoid on-hold wait times
  • Developed process improvements and long-term business strategies through analysis of customer feedback
Education
Certificate of General Office Assistant: Administrative Assistance And Secretarial ScienceCentral Georgia Technical College - City, State
  • Coursework in MS Office, Administrative Assistant Procedures, Typing, Document Processing, and Medical Terminology
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Resume Overview

School Attended

  • Central Georgia Technical College

Job Titles Held:

  • Customer Service Technician
  • Cruise Specialist
  • Customer Service Representative

Degrees

  • Certificate of General Office Assistant : Administrative Assistance And Secretarial Science

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