escalation specialist resume example with 5+ years of experience
Jessica Claire
, , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
(555) 432-1000 - - resumesample@example.com - : - -
(555) 432-1000 - - resumesample@example.com - : - -
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Skills
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Experience
06/2022 to Current
Escalation Specialist Apex Systems – Canonsburg, PA,
- Completed in-depth research for numerous technical issues and helped establish procedures to prevent repetitive problems.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Logged unsellable products requiring donation or destruction due to damage or other issues.
- Resolved over ten tickets per day to keep queue clear and packages moving efficiently.
- Verified work of personnel by checking receiving activities and backing up each facing difficult situations.
- Drove customer escalations to resolution by engaging directly with clients.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
02/2018 to 10/2020
Customer Service Representative Gohealth, Inc. – MN, State,
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Educated customers on special pricing opportunities and company offerings.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
04/2015 to 06/2017
Guest Service Representative Schulte Hospitality Group – Morrisville, NC,
- Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.
- Promoted high level of guest satisfaction through genuine, enthusiastic and friendly interactions.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Managed customer complaints and rectified issues to complete satisfaction.
- Welcomed large volume of guests and improved overall customer service.
- Cultivated professional relationships with guests, improving customer retention through coordinated service.
10/2014 to 11/2016
Sales Associate Symphony – Palo Alto, CA,
- Collected payments and provided accurate change.
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
- Helped customers find specific products, answered questions and offered product advice.
- Trained new team members in cash register operation, stock procedures and customer services.
- Arranged new merchandise with signage and appealing displays to encourage customer sales and move overstock items.
- Sold various products by explaining unique features and educating customers on proper application or usage.
- Built and maintained relationships with peers and upper management to drive team success.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Retained product, service and company policy knowledge to serve as resource for both coworkers and customers.
- Answered product questions with up-to-date knowledge of sales and promotions.
- Answered incoming telephone calls to provide store, products and services information.
- Increased purchase amounts by cross-selling with similar products.
- Used technology resources to assist customers in locating and selecting items.
Education and Training
High School Diploma:
Neal F. Simeon Career Academy High School - Chicago, IL
Neal F. Simeon Career Academy High School - Chicago, IL
: Business Administration and Management
City Colleges of Chicago - Chicago, IL
City Colleges of Chicago - Chicago, IL
Willing to relocate: Anywhere
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Resume Overview
School Attended
- Neal F. Simeon Career Academy High School
- City Colleges of Chicago
Job Titles Held:
- Escalation Specialist
- Customer Service Representative
- Guest Service Representative
- Sales Associate
Degrees
- High School Diploma
- Some College (No Degree)
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