ECommerce Customer Service Specialist Resume Example
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ECOMMERCE CUSTOMER SERVICE SPECIALIST
Professional Summary
Motivated professional adept at building productive relationships, resolving complex issues and winning customer loyalty. Bringing over 20years of experiential background maintaining customer satisfaction and contributing to company success. Driven Customer Specialist committed to providing quality service and timely issue resolution. Proficient communicator and detail-oriented. Accustomed to working in stressful, high-volume call environments while providing efficient and accurate support.
Work History
Goodwill Industries Of Central Texas - ECommerce Customer Service SpecialistPflugerville , TX12/2019 - Current
- Increased customer satisfaction by resolving escalated issues.
- Resolved billing and crediting problems, improved operations and provided exceptional client support.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Increased customer satisfaction by resolving incorrect order issues promptly.
- Monitored social media and online sources for industry trends.
- Answer inbound calls from customer base. Adhered to all productivity levels daily.
- Resolved issues via email, chat, and by phone support.
- Drove operational improvements which resulted in savings and improved profit margins.
Rakuten - Account ManagerSeattle , WA09/2015 - 12/2019
- Surpassed performance goals by approaching all interactions with resourcefulness, organization and customer-centric solutions
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success
- Increased efficiency and team productivity by promoting adherence to operational best practices and company policies
- Retained accounts by addressing potential cancellations and offering catered solutions to maintain account status
- Entered customer interaction details in Oracle, Ecometry, Ecom Ops, and Zendesk to track requests, document problems and record solutions offered
- Boosted sales revenue by skillfully promoting diverse [Product or Service] options
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem
- Used consultative techniques to understand customer needs and make strategic referrals to business partners
- Took payment information and other pertinent information such as addresses and phone numbers to place orders
- Verified accuracy of customer account information and updated when necessary
- Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction
- Managed complex transactional and emotional customer situations promptly and professionally while meeting service commitments
- Complied with company policies and procedures by encouraging positive and effective work environment among all employees
- Recorded product or service failure complaints and notified appropriate departments
- Increased sales by 17% with execution of full sales cycle processing from initial lead processing through conversion and closing
- Addressed problems with accounting, billing and service delivery to maintain and enhance client satisfaction
- Achieved 90% of monthly quota and gtew sales.
- Secured high-value accounts through consultative selling, effective customer solutions and promoting compelling business opportunities
Colorado Springs Utilities - Call Center SupervisorColorado Springs , CO08/2012 - 07/2014
- Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions
- Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning
- Trained team members on performance metrics and consumer behavior identification
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques
- Interpreted management directives to define and document administrative staff processes
- Established and updated work schedules to account for changing staff levels and expected workloads
- Assessed personnel performance and implemented incentives and team-building events to boost morale
- Executed Monthly Performance Plans with representatives to to identify production gaps
Skills
Education
Birmingham High SchoolCity, StateHigh School Diploma
- Awarded MOP Varsity Football 1982
Los Angeles Valley CollegeCity, StateSome College (No Degree): Business
- Graduated with 2.8 GPA
- Received Student-Athlete Schlorship 1984
University of California, RiversideCity, StateSome College (No Degree): Sociology
Certifications
- Salesforce
- Critical Thinking
- Customer Retention
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Resume Overview
School Attended
- Birmingham High School
- Los Angeles Valley College
- University of California, Riverside
Job Titles Held:
- ECommerce Customer Service Specialist
- Account Manager
- Call Center Supervisor
Degrees
- High School Diploma
Some College (No Degree) : Business
Some College (No Degree) : Sociology
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