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Customer Support Specialist resume example with 6+ years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • H: (555) 432-1000
  • C:
  • resumesample@example.com
  • Date of Birth:
  • India:
  • :
  • single:
Summary

I am very detail oriented with a positive attitude. I am also excellent at multi-tasking. I delegate tasks to departments with sufficient information so the department has all the appropriate information they need. I taking incoming/outbound calls when applicable. I am a hard worker and enthusiastic to grow clients/customers.

Skills
  • Maintain a professional work environment when confronted with a customer problem
  • Resolve customers issues within a timely manner
  • Detailed oriented when receiving or giving information to the customer/department
  • Assist production on questions on an order; reach out to the customer when necessary.
  • Delegate customer calls to the direct department
  • Always have a positive attitude in the work environment and with customers
Experience
Customer Support Specialist, 08/2017 - Current
Computer Services, Inc. Oklahoma City, OK,
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Applied consultative approach to collect information on customer service, account and technical concerns.
  • Evaluated customer account information to assess current issues and determine potential solutions.
  • Upheld high standards of customer services by responding to inquiries, needs and problems.
  • Processed customer account changes.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Resolved 85% of issues with first call and escalated more complex issues to obtain necessary customer support.
  • Documented conversations with customers to track requests, problems and solutions.
  • Maximized customer satisfaction by handling more than 95% customer email and telephone interactions each day.
  • Consulted with customers regarding apparel or stock issues, addressing production time frame concerns.
  • Prevented key account losses by researching discrepancies for corrective action.
  • Lead on- and off-site customer support teams across multiple time zones.
  • Set up and activated customer accounts.
Manager, 05/2016 - 08/2017
Securitas Security Services Usa, Inc. Frederick, MD,
  • Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.
  • Trained and mentored new employees to maximize team performance and achieve daily performance objectives.
  • Executed new training initiative to improve skills and develop leaders from within.
  • Managed day-to-day operations, including supervision and assignment delegation for 3-member team.
  • Trained 3 employees in inventory practices, POS systems and product knowledge, contributing to 10% increase in customer satisfaction ratings.
  • Gave input on how to improve training and employee productivity.
  • Communicated store policy violations to upper management to prevent shrinkage and misconduct.
  • Trained current employees on additional job positions to maintain coverage of roles at all times.
Manager, 11/2014 - 04/2016
Securitas Security Services Usa, Inc. Fredericksburg, VA,
  • Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.
  • Led employee performance reviews and discussed improvement strategies with each team member.
  • Evaluated operational trends and made proactive strategy adjustments to maintain alignment between performance and objectives.
  • Trained and mentored new employees to maximize team performance and achieve daily performance objectives.
  • Managed day-to-day operations, including supervision and assignment delegation for 4-member team.
  • Trained 3 employees in inventory practices, POS systems and product knowledge, contributing to 23% increase in customer satisfaction ratings.
  • Maintained open and professional team relationships to quickly identify and resolve issues.
  • Consistently met financial targets with close monitoring of expenses, labor hours and supply use.
  • Communicated store policy violations to upper management to prevent shrinkage and misconduct.
  • Oversaw personnel recruitment, performance and scheduling.
  • Monitored supplier operations to verify quality, delivery schedule and conformance to contract specifications.
  • Recruited and hired qualified candidates to fill team vacancies by posting openings in local newspapers, using job boards and sharing details via social media platforms.
  • Increased productivity by 13% and reduced material waste 8% by consistently seeking efficiencies.
  • Coached new team members on job tasks and performance strategies.
  • Reviewed performance reports and used data to develop continuous improvement initiatives.
  • Implemented merchandising plans to drive profitability, collaborating with visual merchandising team to develop strategy.
Education and Training
Bachelor of Arts: Studio Art, Expected in 2012
-
Alverno College - Milwaukee WI,
GPA:

I have a minor in Business Management and Chinese Language and Culture

Additional Information
  • I speak some Spanish and know some American Sign Language (ASL)
  • I have been awarded by the city of Burlington for saving a man's life at Kwik Trip when he had a heart attack.

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Resume Overview

School Attended

  • Alverno College

Job Titles Held:

  • Customer Support Specialist
  • Manager
  • Manager

Degrees

  • Bachelor of Arts

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