Customer Support Specialist Resume Example
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CUSTOMER SUPPORT SPECIALIST
Professional Summary
Knowledgeable and dedicated customer service professional with extensive experience in Customer Support. Solid team player with outgoing, positive demeanor 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, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Focused customer relations professional skilled in lead generation, customer relationship development and sales. Accomplished in providing unsurpassed support to demanding customers. Offering over 10 years of experience in related roles, as well as passion for improving service delivery, enhancing knowledge and exceeding expectations.
Skills
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Work History
Customer Support Specialist, 08/2018 to 04/2020
Mckesson Corporation – Cary , NC
Mckesson Corporation – Cary , NC
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Conferred with customers about concerns with products or services to resolve problems and drive sales.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Evaluated customer issues and caller trends to determine areas in need of improvement and implement proactive corrections.
- Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
- Maintained 90% success rate on first-call resolutions, escalating complex concerns to supervisors or field personnel to achieve necessary support.
- Multitasked to handle diverse customer needs in high-volume call setting, prioritizing tasks to keep up with challenging deadlines.
- Provided primary customer support to internal and external customers in fast-paced environment.
- Compiled customer feedback and recommended service delivery improvements to management.
- Remained polite when speaking with difficult guests on phone.
- Assisted customers by listening closely, finding solutions to problems and making recommendations based on extensive product knowledge.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
- Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
Customer Service Representative, 06/2017 to 08/2018
Domino's Pizza – Terre Haute , IN
Domino's Pizza – Terre Haute , IN
- Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
- Provided information to customers regarding Viking's charge card and loyalty program and helped to open and activate new accounts.
- Educated customers on promotions to enhance sales.
- Responded to customer requests for products, services and company information.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Provided primary customer support to internal and external customers in fast-paced environment.
Customer Service Lead, 03/2014 to 05/2017
Scheels Sports – Billings , MT
Scheels Sports – Billings , MT
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Greeted customers and listened closely to problems described to determine solutions.
- Coordinated responses for key accounts, using business acumen and attention to detail to balance company and customer demands.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Helped operators handle incoming calls and managed escalated needs with targeted resolutions.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Trained, oversaw and mentored new team members to strengthen performance and job expertise.
- Stepped up to assist customer service manager with complaints and issues during times when department was short-staffed.
- Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
- Planned schedules and workflows based on expected customer demands.
- Escalated issues to proper supervisors when standard processes were not effective.
Server, 09/2012 to 04/2014
Alorica Inc. – Sherman , TX
Alorica Inc. – Sherman , TX
- Maintained table settings by removing courses, replacing utensils and refilling beverages promptly and courteously.
- Collected credit card, cash and gift certificate payments and dispensed change for cash transactions.
- Enhanced operational efficiency by using slow periods to restock employee and customer supplies, including ice, condiments, utensils, napkins, trays and delivery bags.
- Worked with POS system to place orders, manage bills and handle complimentary items for dissatisfied customers.
- Kept register accurate through correct billing, payment processing and cash management practices.
- Cleaned and coordinated cleaning of indoor and outdoor dining spaces- wiping tables, placing trash in receptacles and replenishing supplies.
- Kept updated knowledge of menu and promotions, recommending specific items according to preferences and food allergies.
- Created orders, documented special requests and followed up with kitchen personnel to foster top-quality service and minimize complaints.
- Prepared beverages and filled food orders for customers.
- Replenished food items and other supplies, which included paper products and canned goods to keep pantry well-stocked during busy periods.
- Helped customers place orders, explained menu items and suggested appropriate options for food allergy concerns.
- Greeted and maintained relationships with regular customers.
Education
High School Diploma: 06/2008
Pasadena High School - City, State
Pasadena High School - City, State
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Resume Overview
School Attended
- Pasadena High School
Job Titles Held:
- Customer Support Specialist
- Customer Service Representative
- Customer Service Lead
- Server
Degrees
- High School Diploma : 06/2008
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