Customer Service ProfessionalĀ driven to exceed sales goals and build long term relationships with customers. Delivers positive experiences through high-quality customer care.
Skills
Exceptional communication skills
MS Windows proficient
Strong client relations
Multi-line phone talent
Mediation capability
Adobe InDesign
Adobe Photoshop
Excellent interpersonal skills
Familiarity with Key Performance Indicators (KPIs)
Call center metrics decoding aptitude
Marketing savvy
Exceptional writer
Social media
Fast learner
Creative writing background
Excellent work ethic
Types 65 WPM
ZenDesk
Word
software
[Software Name] software
Strong interpersonal skills
Social media management
Chicago Manual of Style
AMA Style
Proofreading
PowerPoint proficiency
Presentations
Education
Portland Community College Portland, ORExpected in ā āAssociate of Arts: - GPA:
Coursework in Accounting, Finance and Statistics
Completed Advanced Customer Service training
Desktop publishingĀ
E-commerce coursework
Business Communications coursework
Western Oregon University Monmouth, ORExpected in ā āBachelor of Arts:US History - GPA:
Emphasis in [Name of Emphasis]
Student government representative
Coursework in English and Literature
Coursework in Information Technology
Emphasis in Professional Editing
Work History
Columbia Sportswear (Via Aerotek Staffing Services ) - Tigard, Oregon - e Commerce Customer Service Representative City, STATE, 09/2015 - 01/2016
Answered an average of [number] calls per day by addressing customer inquiries, solving problems and providing new product information.
Described product to customers and accurately explained details and care of merchandise.
Contributed to annual store sales of $[amount] million per year.
Scored in top 10% of employees in successful resolution of issues
Achieved sales goals and service performance requirements of $[amount] through new customer sales.
Recommended alternative items if product was out of stock.
Epiq Systems Inc. (Via Adecco Staffing Services ) - Phone Agent CSR 1, Team Lead City, STATE, 02/2014 - 02/2015
Answered a constant flow of customer calls with up to [number] calls in queue per minute.
Addressed and resolved customer product complaints empathetically and professionally.
Gathered and verified all required customer information for tracking purposes.
Defused volatile customer situations calmly and courteously.
Accurately documented, researched and resolved customer service issues.
Mastery of customer service management systems and databases.
Referred unresolved customer grievances to designated departments for further investigation.
Prepared reports and communication for senior management and clients.
Managed high call volume with tact and professionalism.
Oversaw call center employees to ensure customer satisfaction goals were consistently met.
Conducted performance reviews for all Customer Service Representatives to reduce resolution time and improve customer satisfaction rates.
Analyzed call volume and average call time to monitor Customer Service Representative performance and productivity.
Acted professionally and patiently when addressing negative customer feedback.
Met or exceeded service and quality standards every review period.
Pup-A-Razzi - Dog Daycare Manager City, STATE, 06/2009 - 2013
Relieved boredom and stress of living in a shelter environment by walking, playing and tending to dogs. Recorded activity and noted any unusual behavior or medical issues.
Ensured public safety and upholding state and regional laws by working with local health departments, police and other law enforcement agencies.
Cleaned kennels, animal holding areas, examination and operating rooms, and animal loading/unloading facilities.
Greeted customers promptly.
Completed store opening and closing procedures.
Trained and mentored new employees.
Opened inventory boxes and restocked shelves.
Rotated stock according to dates and protocols.
Accepted and processed customer returns.
Improved customer service by projecting friendly and knowledgeable attitude.
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