Customer Support Specialist resume example with 6+ years of experience
JessicaClaire
Montgomery Street, San Francisco, CA94105609 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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