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
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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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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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