LiveCareer-Resume

customer support representative bilingual resume example with 6+ years of experience

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Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000, resumesample@example.com
Summary

Vast knowledge on "Michaels" products, as I am a weekly customer in your stores.
I crochet, knit, felt, paint, decorate and work on bigger crafting projects in my free time.

Business Owner, Editor and Bilingual Customer Service Representative with proven ability to quickly and effectively resolve complaints and issues. Well-trained and composed in busy settings. Proficient in Microsoft Office, Slack, Fishbowl, Salesforce, Single Platform, Okta, Workday, Venga, Omni.

Proficient in multiple languages.

Offering 20 years of experience in Customer Service sector. Dynamic professional with mentoring and coaching skills. Committed to finding effective solutions that improve customer relationships.

Effective at dealing with individuals during stressful and confusing situations to address benefits needs and navigate agency structures. Practiced at working with regulatory limits and department standards to handle requirements via email, letter, telephone calls or in person.

Personable and dedicated Customer Service Representative with extensive experience in retail, food and fashion 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.

Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs.

Skills
  • Store maintenance
  • Direct sales
  • Credit card payment processing
  • Employee coaching
  • Report creation
  • Inbound and outbound calling
  • Conflict mediation
  • Inventory control
  • Cross-functional collaboration
  • Customer relations
  • Conflict resolution
  • Data evaluation
  • Quality assurance controls
  • Call center experience
  • Organizational strengths
  • Project management abilities
  • Schedule mastery
  • High-energy attitude
  • Customer service
  • Business development understanding
  • In-store support
  • Quality control
Experience
08/2019 to Current Customer Support Representative Bilingual Within | Long Island City, NY,
  • Improved service quality and increased sales by developing strong knowledge of company's products and services.
  • Created and implemented process improvements to reduce workloads and bolster callback efficiency.
  • Evaluated customer account information to assess current issues and determine potential solutions.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Escalated customer satisfaction ratings by offering valuable insights to customers needs and expectations.
  • Capitalized on opportunities to enhance customer experiences and bring in repeat business.
  • Recommended, selected and helped locate merchandise based on customer needs and desires.
  • Established membership loyalty, executing flawless customer retail account management.
  • Consulted with customers to determine best methods to resolve service and billing issues.
  • Worked under strict deadlines and responded to service requests and emergency call-outs.
  • Assisted 25 customers per hour, greeting with upbeat attitude and kindness.
  • Improved productivity by providing CSR performance feedback for corrective action.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Interacted with customers and retail buyers to follow-up on shipping statuses and expedited orders.
  • Answered 80+ inbound calls per day and directed to designated individuals or departments.
  • Evaluated benefits for each caller to determine service needs and address concerns.
  • Expressed appreciation for patronage, inviting and encouraging customer return visits.
  • Developed, implemented and monitored programs to maximize customer satisfaction and manage on-site customer service representatives.
  • Strengthened operational efficiencies by developing organizational filing systems for confidential customer records and reports.
  • Maintained revenue streams by exhausting every option before offering refunds.
  • Lead on- and off-site customer support teams across multiple time zones.
  • Provided advice and front-line expertise to internal committees in order to improve team, service and procedural standards.
  • Achieved top satisfaction, retention and referral rankings on consistent basis.
  • Contacted customers about potential service upgrades, new services and account changes.
  • Interviewed customers regarding product issues and reported feedback to management team.
  • Escalated customer concerns, store issues and inventory requirements to supervisors.
  • Collected customer feedback and recommended procedural or product changes to enhance future service delivery.
  • Provided excellent services for customers by following up on issues.
  • Investigated technical issues using knowledge base and personal experience to complete timely resolutions.
  • Mentored junior team members and managed employee relationships.
  • Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
  • Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations.
  • Greeted customers to facilitate services, determine service needs and accurately input orders into electronic systems.
  • Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges in order to provide speedy and accurate service to each customer.
  • Documented conversations with customers to track requests, problems and solutions.
  • Worked with managers to develop service improvement initiatives.
  • Achieved high customer satisfaction scores by de-escalating complaints quickly.
  • Maximized customer satisfaction by handling more than 100 customer email and telephone interactions each day.
  • Prepared, completed and processed customer account forms and database changes.
  • Provided top quality control and eliminated downtime to maximize revenue.
05/2013 to 05/2018 Business Owner La Alemana | City, STATE,
  • Interviewed, trained, and supervised up to 8 employees, including 2 supervisors, to achieve sales goals.
  • Leveraged human resources skills to identify and recruit optimal candidates, coordinate training and oversee ongoing performance.
  • Set, updated and enforced policies to maintain consistency and quality at all levels.
  • Managed over 100 customer inquiries per day by answering questions on available stock and product performance.
  • Owned and managed daily operations, including supervising employees and providing onsite training and continuing education to staff.
  • Established favorable relationships with vendors and contractors, facilitating contract negotiation and development of marketing and sales strategies.
  • Updated financial accounts with current revenue and expense data and quickly resolved discrepancies to maintain compliance.
  • Resolved issues quickly through meticulous research and quick decision making.
  • Reconciled daily sales, returns and financial transaction reports and prepared bank deposits.
  • Mentored newly hired employees to take on responsibilities and tasks with understanding.
  • Assessed, optimized and elevated operations to target current and expected demands.
  • Monitored supplier operations to verify quality, delivery schedule and conformance to contract specifications.
  • Reconciled daily sales, returns, and financial transaction reports and prepared bank deposits.
  • Recruited and trained 8 team members staff to perform daily business functions.
  • Set and administered annual operating budget, consistently maintaining controls and preventing overages.
  • Developed favorable relationships with vendors and contractors, facilitating contract negotiation and implementation of marketing and sales strategies.
  • Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.
  • Maintained up-to-date knowledge of all statutory requirements and regulations.
  • Created unique recipes and applied various culinary techniques for authentic German cuisine.
  • Negotiated with vendors to acquire products at discounted price.
  • Conferred with customers to understand needs and finalize purchase orders.
  • Increased sales volume 60% in 12 months and total profit over 100% in 48 months.
  • Assessed all aspects of business operations to implement realistic annual budget.
  • Created and implemented marketing and advertising strategies for strategic growth and to support company's revenue goals.
  • Developed food truck business from ground up and prepared records and operations for smooth handover to new owners.
  • Selected and developed 8-member staff to execute daily operations.
  • Managed financial functions such as operations budgeting, accounts payable and accounts receivable, and payroll.
  • Managed food preparation, guest interaction, quality control, and customer relations.
  • Stayed abreast of all federal regulations to ensure compliance of organization's processes.
  • Developed business and marketing plans and prepared monthly financial reports.
01/2016 to 09/2017 Editor SASH Magazin | City, STATE,
  • Motivated staff to accomplish challenging objectives quickly to meet strict schedules.
  • Handed out story assignments, directed content meetings and evaluated submitted pieces to manage overall tone and execution of work.
  • Negotiated contracts with 6 freelance writers and planned budgets.
  • Edited, rewrote and prepared 7 pieces per week by adjusting reading level to make understanding articles easier and more interesting.
  • Determined appropriate page budgets and layouts to guide word count parameters, optimize use of images and graphics as well as maximize impact within allotted space.
  • Wrote interesting, eye-catching story headlines and summaries.
  • Developed wide range of relationships with government agencies, business and community leaders to stay on top of breaking news.
  • Oversaw layout design and worked with production team members to complete fresh SASH publication every month.
  • Published pieces online and promoted through social media sites such as Facebook.
  • Selected and prepared photos.
  • Evaluated reporter stories, shaped content and helped improve overall work quality through careful review, detailed editing and constructive feedback.
  • Conducted open and confidential interviews with credible story sources to gather information for multiple pieces.
  • Collaborated with writers to develop, strengthen and maintain individual voice and hone unique writing style.
  • Decided whether written pieces were ready for publication and approved final versions.
  • Developed and deepened positive relationships with writing, design and production team members to improve communication and collaboration on multiple projects.
  • Developed story ideas and assigned topics to team of 5 writers.
Education and Training
Expected in to to | Journalism, Slavic Languages Friedrich Alexander Universitaet Erlangen Nbg, Erlangen Germany , GPA:
Websites, Portfolios, Profiles
  • https://www.facebook.com/media/set/?set=a.789113864455114&type=3

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Resume Overview

School Attended

  • Friedrich Alexander Universitaet Erlangen Nbg

Job Titles Held:

  • Customer Support Representative Bilingual
  • Business Owner
  • Editor

Degrees

  • Some College (No Degree)

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