e Commerce Customer Service Representative Resume Example
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E COMMERCE CUSTOMER SERVICE REPRESENTATIVE
Professional Summary
Customer Service Professional driven to exceed sales goals and build long term relationships with customers. Delivers positive experiences through high-quality customer care.
Skills
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Work History
e Commerce Customer Service Representative Oct 2015 - Feb 2016
Company NameCity, State
Company NameCity, State
- 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.
Phone Agent CSR 1, Team LeadMar 2014 - Mar 2015
Company NameCity, State
Company NameCity, State
- 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.
Dog Daycare Manager Jul 2009 - Jan 2013
Company NameCity, State
Company NameCity, State
- 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.
- Oversaw team of [number] employees.
Education
Associate of Arts: Portland Community College City, State
- Coursework in Accounting, Finance and Statistics
- Completed Advanced Customer Service training
- Desktop publishing
- E-commerce coursework
- Business Communications coursework
Bachelor of Arts: US History Western Oregon University City, State
- Emphasis in [Name of Emphasis]
- Student government representative
- Coursework in English and Literature
- Coursework in Information Technology
- Emphasis in Professional Editing
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Resume Overview
School Attended
- Portland Community College
- Western Oregon University
Job Titles Held:
- e Commerce Customer Service Representative
- Phone Agent CSR 1, Team Lead
- Dog Daycare Manager
Degrees
- Associate of Arts :
Bachelor of Arts : US History
