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ExperienceCustomer Service/Tech Support Resume Example

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EXPERIENCECUSTOMER SERVICE/TECH SUPPORT
Customer Service /Technical Support Professional
Professional Summary

Qualified, experienced and polished Customer Service /Technical Support Professional Rep offering: 

  • 5 years of experience providing customer support in busy call center environments for wireless devices, insurance industry employers.
  • Unwavering commitment to customer service, with ability to build productive relationships, resolve complex issues, win customer loyalty.
  • Strategic-relationship/partnership-building skills -- listen attentively, solve problems creatively, use tact and diplomacy to find common ground achieve win-win outcomes.
  • Expertly processed, serviced inbound calls/outbound calls from customers.
  • Dynamically conducted as many as 500 + calls weekly. Increased number of accounts by 60% at AT&T including all other call centers as well.
  • Maintains high level of professionalism, patience efficiency to minimize customer dissatisfaction, increase customer loyalty.
  • Offering record of successful job performance, proved problem solving ability, experience developing implementing innovative solutions.
Skill Highlights
  • Microsoft Word, Excel, Internet, typing speed 60 wpm, 10-key 10,000 kph
  • Outstanding organizational skills, proved ability to work independently on multiple tasks in parallel.
  • Excellent interpersonal, communication, sales marketing skills.
  • Immense ability to multi-task and establish priorities.
  • Proved track record in developing maintaining new and existing accounts.in direct to client sales environment.
  • Strong track-record providing superior customer service existing accounts.in direct to client sales environment.
  • Possess adequate knowledge regarding relation with retail sales service operations with essence of marketing sales
  • Uncommon enthusiasm, motivation excellent team relationships.
  • Uncommon enthusiasm, motivation excellent team relationships.
  • Excellent written verbal communication skills with eye for detail.
  • Great ability to interact with people at all level.
  • Extremely productive in high volume, high stress, environment.
  • Exceptionally self-motivated with immense ability to work independently as well as in team.
  • Self-starter with can do attitude.
  • Exceptional team player, constructive, responsive.
  • Uncommon ability to work accurately to tight deadline.
Accomplishments
  • Managed call flow with up to 25 calls in queue per minute.
  • Exceeded target for customer satisfaction for 10 months in row.
  • Consistent performance despite facing odd situations.
  • Garnered valuable knowledge at every stage of professional life.
  • Became lead "go-to" person for new reps and particularly challenging calls as one of company's primary mentors/trainers of both new established employees.
  • Helped company attain highest customer service ratings (as determined by external auditors) -- earned 100% marks in all categories including communication skills, listening skills, problem resolution politeness.
  • Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations.
  • Completed voluntary customer service training to learn ways to enhance customer satisfaction improve productivity.
  • Promoted to Crew Shift Leader after less than four months of employment.
  • Won "Employee of the Month" award each month for three months in a row.
  • Winner of numerous "Star Awards" for exceptional customer service.
  • Efficiently served more than 50+ satisfied customers during an average shift at the drive up window
Experience
Jc PenneyDover , DEExperienceCustomer Service/Tech Support01/2015 to Current
  • Analyzed call volume and average call time to monitor Customer Service Representative performance and productivity.
  • Helped customers with billing inquiries technical issues, handled variety of call/s including device support, service issues, credit seekers.
  • Trained to use tools to solve issues, ask probing questions, use device knowledge to fix customer's devises.
  • Managed processing servicing inbound calls from customers. Answered as many as 95 calls daily.
  • Increased number of accounts by 60% at AT&T including other call centers as well.
  • Worked with new customers indevelopment new accounts, implementation of new systems.
  • Resolution of customer questions, complaints, andrequests from angry customers. Employed calm and professional manner to resolve all issues.
  • Handled business transactions in connection with account activations, adjustments, various plans, wireless products while maintaining customer goodwill, retaining the customers' business.
  • Made financial decisions concerning customer credit to determine what type of products, plans customer was eligible for.
  • Winner of numerous “Awards” for exceptional customer service.
  • Managed customer service in digital equipment division, including answering customer queries, problem solving providing detailed information on new products.
  • Worked with new customers in development of new accounts implementation of new systems.
  • Assisted in training of new customer service representatives and associates.
  • Addressed and resolved customer product complaints empathetically and professionally.
  • Defused volatile customer situations calmly and courteously.
  • Accurately documented, researched and resolved customer service issues.
  • Mastery of customer service management systems and databases.
  • Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
  • Referred unresolved customer grievances to designated departments for further investigation.
  • Resolved service, pricing and technical problems for customers by asking clear and specific questions.
  • Prepared reports and communication for senior management and clients.
  • Initiated operations improvements to improve overall call center productivity.
  • Provided incentive to increase productivity by offering employees awards for best customer service.
  • 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.
  • Met or exceeded service and quality standards every review period.
Jo-Ann FabricsDover , DECustomer Service/Tech Support01/2014 to 12/2014
  • Analyzed call volume and average call time to monitor Customer Service Representative performance and productivity.
  • Helped customers with billing inquiries technical issues, handled variety of call/s including device support, service issues, credit seekers.
  • Trained to use tools to solve issues, ask probing questions, use device knowledge to fix customer's devises.
  • Managed processing servicing inbound calls from customers. Answered as many as 95 calls daily.
  • Increased number of accounts by 60% at AT&T including other call centers as well.
  • Worked with new customers indevelopment new accounts, implementation of new systems.
  • Resolution of customer questions, complaints, andrequests from angry customers. Employed calm and professional manner to resolve all issues.
  • Handled business transactions in connection with account activations, adjustments, various plans, wireless products while maintaining customer goodwill, retaining the customers' business.
  • Made financial decisions concerning customer credit to determine what type of products, plans customer was eligible for.
  • Winner of numerous “Awards” for exceptional customer service.
  • Managed customer service in digital equipment division, including answering customer queries, problem solving providing detailed information on new products.
  • Worked with new customers in development of new accounts implementation of new systems.
  • Assisted in training of new customer service representatives and associates.
  • Addressed and resolved customer product complaints empathetically and professionally.
  • Defused volatile customer situations calmly and courteously.
  • Accurately documented, researched and resolved customer service issues.
  • Mastery of customer service management systems and databases.
  • Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
  • Referred unresolved customer grievances to designated departments for further investigation.
  • Resolved service, pricing and technical problems for customers by asking clear and specific questions.
  • Prepared reports and communication for senior management and clients.
  • Initiated operations improvements to improve overall call center productivity.
  • Provided incentive to increase productivity by offering employees awards for best customer service.
  • 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.
  • Met or exceeded service and quality standards every review period.
TmaDowners Grove , ILSeasonal Cashier01/2013 to 12/2013
  • Was seasonal cashier during the holidays.
  • Helped customers check out with their purchases, as well as helped customers find merchandise
  • Helped customers with billing inquiries technical issues, handled variety of call/s including device support, service issues, credit seekers.
  • [Type here]
  • Microsoft Word, Excel, Internet, typing speed 60 wpm, 10-key 10,000 kph
  • Outstanding organizational skills, proved ability to work independently on multiple tasks in parallel.
  • Excellent interpersonal, communication, sales marketing skills.
  • Immense ability to multi-task and establish priorities.
  • Proved track record in developing maintaining new and existing accounts.in direct to client sales environment.
  • Strong track-record providing superior customer service existing accounts.in direct to client sales environment.
  • Possess adequate knowledge regarding relation with retail sales service operations with essence of marketing sales
  • Uncommon enthusiasm, motivation excellent team relationships.
  • Excellent written verbal communication skills with eye for detail.
  • Great ability to interact with people at all level.
  • Extremely productive in high volume, high stress, environment.
  • Exceptionally self-motivated with immense ability to work independently as well as in team.
  • Self-starter with can do attitude.
  • Exceptional team player, constructive, responsive.
  • Uncommon ability to work accurately to tight deadline.
  • Trained to use tools to solve issues, ask probing questions, use device knowledge to fix customer's devises.
  • Greeted customers promptly.
  • Directed customers to store locations.
  • Received customer payments.
  • Totaled bills and calculated taxes.
  • Described products and services in detail.
  • Monitored areas for security issues and safety hazards.
  • Assisted customers in selecting items based on needs.
  • Created attractive displays to promote items.
  • Processed customer returns.
  • Reported security and service incidents to management.
  • Completed purchases using Point of Sale systems.
  • Collected and stored coupons.
  • Assisted on sales floor as needed to maintain service standards.
Jo-Ann FabricsDunbar , WVCashier09/2012 to 10/2013
  • Was seasonal cashier during the holidays.
  • Helped customers check out with their purchases, as well as helped customers find merchandise they needed.
  • Greeted customers promptly.
  • Directed customers to store locations. Received customer payments.
  • Totaled bills and calculated taxes. Described products and services in detail.
  • Monitored areas for security issues and safety hazards.
  • Assisted customers in selecting items based on needs.
  • Created attractive displays to promote items.
  • Processed customer returns. Reported security and service incidents to management.
  • Completed purchases using Point of Sale systems.
  • Collected and stored coupons.
  • Assisted on sales floor as needed to maintain service standards.
DevereuxGlenmoore , PATech Support08/2011 to 10/2012
  • Winner of numerous “Awards” for exceptional customer service.
  • Managed customer service in digital equipment division, including answering customer queries, problem solving
  • providing detailed information on new products.
  • Assisted in training of new customer service representatives associates.
  • Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.
  • Managed customer calls effectively and efficiently in a complex, fast-paced challenging call center
  • environment.
  • Initiated operations improvements to improve overall call center productivity.
  • Accurately documented, researched and resolved customer service issues.
  • Mastery of customer service management systems and databases.
  • Conducted performance reviews for all Customer Service Representatives to reduce resolution time and improve
  • customer satisfaction rates.
  • Provided incentive to increase productivity by offering employees awards for best customer service.
  • Managed high call volume with tact and professionalism.
  • Defused volatile customer situations calmly and courteously.
  • Met or exceeded service and quality standards every review period.
  • Addressed and resolved customer product complaints empathetically and professionally
StartekCity , STATETechnical Support/AT&T Customer Care Professional01/2010 to 01/2011
  • • Analyzed call volume and average call time to monitor Customer Service Representative performance and productivity.
  • Managed processing servicing inbound calls from customers. Answered as many as 95 calls daily.
  • Increased number of accounts by 60% at AT&T including other call centers as well.
  • Worked with new customers in development new accounts, implementation of new systems.
  • Resolution of customer questions, complaints, and requests from angry customers. Employed calm and professional manner to resolve all issues.
  • Handled business transactions in connection with account activations, adjustments, various plans, wireless products while maintaining customer goodwill, retaining the customers' business.
  • Made financial decisions concerning customer credit to determine what type of products, plans customer was eligible for.
  • Winner of numerous “Awards” for exceptional customer service.
  • Managed customer service in digital equipment division, including answering customer queries, problem solving providing detailed information on new products.
  • Assisted in training of new customer service representatives associates.
  • Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.
  • Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.Initiated operations improvements to improve overall call center productivity.
  • Accurately documented, researched and resolved customer service issues.
  • Mastery of customer service management systems and databases.
  • Conducted performance reviews for all Customer Service Representatives to reduce resolution time and improve customer satisfaction rates.
  • Provided incentive to increase productivity by offering employees awards for best customer service.Managed high call volume with tact and professionalism.
  • Defused volatile customer situations calmly and courteously.
  • Met or exceeded service and quality standards every review period.
  • Addressed and resolved customer product complaints empathetically and professionally
Family DollarCity , STATECashier06/2009 to 08/2009
  • Was seasonal cashier during the holidays.
  • Helped customers check out with their purchases, as well as helped customers find merchandise they needed.
  • Greeted customers promptly.
  • Directed customers to store locations.
  • Received customer payments.
  • Totaled bills and calculated taxes.
  • Described products and services in detail.
  • Monitored areas for security issues and safety hazards.
  • Assisted customers in selecting items based on needs.
McDonald'sCity , STATECustomer Service Rep/Grill Worker05/2009 to 08/2009
  • Take customer orders punch them in order machine
  • Take payments notify kitchen staff about orders
  • Serve, assemble orders for customers
  • Communicate with customers for suggestions complaints
  • Return dirty dishes to kitchen Prepare food items as when necessary
  • Clean and organize both workplace eating areas.
  • Consistently provided friendly guest service and heartfelt hospitality.
  • Maintained high standards of customer service during high-volume, fast-paced operations.
  • Prepared fountain drinks and ice cream items.
  • Prepared all food orders within a 2-3 minute time frame.
  • Assembled food orders while maintaining appropriate portion control.
  • Prepared specialty foods such as pizzas and sandwiches, following specific methods that required quick prep time.
  • Verified that prepared food met all standards for quality and quantity.
  • Prepared a variety of foods according to customers' orders or supervisors' instructions, following approved procedures.
  • Followed food safety procedures according to company policies and health and sanitation regulations.
  • Prepared quality products while maintaining proper food safety practices, portion control and presentation within service
  • goal times.
  • Strictly followed all cash, security, inventory and labor policies and procedures.
  • Routinely moved and stocked food products weighing up to 100 pounds.
Cannie D'sCity , STATECashier/Stocker/Food Prep06/2007 to 09/2007
  • Take customer orders punch them in order machine
  • Take payments notify kitchen staff about orders
  • Serve, assemble orders for customers
  • Communicate with customers for suggestions complaints
  • Return dirty dishes to kitchen Prepare food items as when necessary
  • Clean and organize both workplace eating areas.
  • Consistently provided friendly guest service and heartfelt hospitality.
  • Maintained high standards of customer service during high-volume, fast-paced operations.
  • Prepared fountain drinks and ice cream items.
  • Prepared all food orders within a 2-3 minute time frame.
  • Assembled food orders while maintaining appropriate portion control.
  • Prepared specialty foods such as pizzas and sandwiches, following specific methods that required quick prep time.
  • Verified that prepared food met all standards for quality and quantity.
  • Prepared a variety of foods according to customers' orders or supervisors' instructions, following approved procedures.
  • Followed food safety procedures according to company policies and health and sanitation regulations.
  • Prepared quality products while maintaining proper food safety practices, portion control and presentation within service
  • goal times.
  • Strictly followed all cash, security, inventory and labor policies and procedures.
  • Routinely moved and stocked food products weighing up to 100 pounds.
The Center For DiscoveryCity , STATETeacher's Aide09/2006 to 06/2007
  • Held down position while in high school.
  • Summer program as teacher's aide during high school.
  • Worked under class/head teacher school administration to support instruction social development of students
  • Prepared executed school/classroom programs - Implemented programs instructional materials under guidance of class teacher.
  • Effectively worked with special-needs pupils in cooperation with relevant specialists -
  • Assisted socially emotionally challenged children in developing skills.
  • Prepared bulletin boards displays of pupil work (drawings, writing, school newspaper)
  • Prepared made copies of study material learning aids distributed to students (textbooks, pencils, notebooks other supplies).
  • Maintained neat, orderly, clean, sanitary environment, conducive to study.
  • Kept accurate student-progress records. Participated in staff training.
Education
Associate of Arts:Customer Service Program2009Startek, City, State, Huron

Certification: Customer service strategy training course.

Associate of Arts:Graphic Arts2008Katherine Gibbs, City, State, USA

Course of study not what expected

High School Diploma:High School2007Tri-Valley Central School, City, State, USA

GPA: 3.6

Languages

English - Native; Spanish - American Sign Language Fluent Conversational; Able to provide clear customer service in 3 languages

Technical Skills
  • Windows 7, 8, Windows Server,
  • Broad knowledge of office computer software
  • Proficiency in Microsoft Office Products.
  • Proficient in use of IBM clone Mac desktop
  • Highly productive in use of Office 2000 Pro
Additional Information

Why should I be selected? Maintain punctuality in professional life. Vast experience in multiple sectors. Can execute task under pressure. Can learn very fast.

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Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.

How this resume score could be improved?

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Resume Overview

School Attended

  • Startek
  • Katherine Gibbs
  • Tri-Valley Central School

Job Titles Held:

  • ExperienceCustomer Service/Tech Support
  • Customer Service/Tech Support
  • Seasonal Cashier
  • Cashier
  • Tech Support
  • Technical Support/AT&T Customer Care Professional
  • Customer Service Rep/Grill Worker
  • Cashier/Stocker/Food Prep
  • Teacher's Aide

Degrees

  • Associate of Arts : Customer Service Program 2009
    Associate of Arts : Graphic Arts 2008
    High School Diploma : High School 2007

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