frontline customer service resume example with 9+ years of experience
Jessica
Claire
resumesample@example.com
(555) 432-1000,
, , 100 Montgomery St. 10th Floor
:
Summary
Educated Customer Service Lead with great coaching, documentation and active listening skills. Proven history of maintaining professionalism and positivity in stressful situations. Trained in [Type] customer service with extensive knowledge of [Software]. Ambitious Customer Service professional offering excellent supervisory and performance-assessment skills. Versed in pacifying dissatisfied customers and utilizing effective listening skills. Proven history of reliability, professionalism and conflict resolution. Effectively trained Customer Service Lead offering a background assisting clients in the [Type of Industry] sector. Bilingual and smart to wear many hats in an organization. Gifted professional with expertise gleaned from working at high-end [Type of Company] companies. Focused on building relationships with lucrative clients. Looking to bring exemplary skills as a Customer Service Lead to an established company. Personable and dedicated Customer Service Representative with extensive experience in [Type] industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Dedicated Customer Service Representative motivated to improve service satisfaction and contribute to overall company success. Well-developed communicator versed in [Product or Service] solutions. Grew [Type] revenue [Number]% through effective customer service, sales and communication skills. Enhanced customer satisfaction with diligent attention to personal needs and knowledgeable support. Trained in [Type] and [Type] requirements. Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs.
Skills
Client engagement
Training and development
Corporate processes and procedures
Sales
Product location
Customer relations
Direct sales
Quality control
Contract development
Promotional support
Store maintenance
In-store support
Microsoft Office expertise
Stockroom procedures
Call Center Operations
System implementation
Education and Training
Lalitpur Secondary High School, Expected in 03/1998 ā āHigh School Diploma: - GPA:
Patan Multiple Campus, Expected in 04/2004 ā āBBA: - GPA:
Certifications
Licensed [Job Title] - [Year]
Association for Project Management (APM)
Certified [Job Title], [Company Name] - [Year]
[Area of certification] Training - [Year]
Experience
Whole Foods - Frontline Customer Service Santa Cruz, CA, 11/2017 - 04/2021
Handled cash and credit card payments and returned receipts, change and payment cards to customers.
Trained new team members on proper service methods and evaluated service delivery using quality assurance program.
Utilized active listening skills and asked open-ended questions to ascertain customer call needs.
Implemented company processes to effectively resolve customer service issues.
Volunteered to handle complaints and issues for manager during busy time periods.
Escalated issues to correct individuals when typical procedures did not achieve resolution.
Reviewed backordered products on daily basis, checking item availability and efficiently clearing shipping queues.
Maintained customer account notes in [Software] for future reference.
Located products through extensive researching and arranged for drop shipments for items located at different facilities.
Answered customers' questions and addressed complaints in-person or by phone to immediately rectify issues.
Handled escalated queries and complaints from customers and staff, sharing positive outcomes as training tools.
Trained new employees on company customer service policies and service level standards.
Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.
Assisted customers by answering questions, addressing concerns and providing current account information.
Met and exceeded performance goals to support long-term company growth and market dominance.
Educated customers about products, pricing and policies to address and resolve issues.
Responded to customer concerns and implemented changes to accounts to resolve issues.
Assisted customers with questions and resolution of issues to maintain high satisfaction ratings.
Memorized company products and services to answer customer questions quickly and capitalize on upsell opportunities.
Resolved complex customer issues by identifying source of customer's issue and resolving in timely manner.
Coached, monitored and motivated new agents to boost performance and enhance job knowledge.
Motivated teams by recognizing and rewarding excellence.
Fielded customer complaints and queries, fast-tracking them for problem resolution.
Trained and mentored new customer service executives to speed onboarding process.
Upheld strict quality control policies and procedures during customer interactions.
Created and maintained customer accounts while providing exceptional service and support.
Assessed customer account information to determine current issues and potential solutions.
Assisted with recruiting and hiring perspective candidates.
Set attainable daily, weekly and monthly goals and game plans.
Informed customers about billing procedures, processed payments and provided payment option setup assistance.
Consulted with customers to determine best methods to resolve service and billing issues.
Provided daily direction to call center associates.
Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
Worked with senior leadership to address and resolve disciplinary issues and boost overall team success.
Investigated and resolved escalated customer issues with speed, professionalism and accuracy.
Developed strategies to assist associates in meeting goals.
Held monthly meetings with associates to provide constructive feedback on performance.
Assisted operators with handling calls and took over escalated concerns to deliver expert solutions.
Built and maintained excellent professional relationships with key contacts to obtain potential leads.
Oversaw and guided team of [Number] to handle customer call escalations, training and mentoring new employees on customer service and order processing.
Made certain associates adhered to schedules to achieve service goals.
Improved customer satisfaction and retention by proactively reviewing new customer accounts and reaching out to offer assistance.
Monitored customer accounts to track outstanding issues and implement new solutions.
Reduced call-time of inbound calls by recognizing and resolving systematic inefficiencies.
Described business [Product or Service] offerings to customers and facilitated smooth purchases.
Conferred with manufacturing and production teams to assess delivery timeframes and coordinate schedules.
Maintained department and showroom with neat and orderly displays.
Greeted customers entering appliance showroom proactively and courteously.
Processed sales, warranties and service agreements quickly and efficiently to respect customer's time and to expedite sales associateās availability to next customer.
Discussed customer needs to understand preferences and proceeded to narrow down specific appliance recommendations.
Mastered specifications and operation of appliances to be sold and used knowledge to support sales recommendations and answer customer questions.
Learned and persuasively presented features and benefits of appliances and kept abreast of latest product improvements.
Closed sales with ideal balance of tact and assertiveness and followed up proactively through delivery and installation.
Attended product training offered by appliance vendors to stay updated on features and benefits of appliances being marketed.
Contacted buying customers soon after purchase to confirm satisfaction.
Managed complex client requests that solved users' needs with reliability and performance.
Achieved top sales volume in department for [Number] years and named store salesperson of year in [Year].
Trained and mentored new [Job Title]s in appliance sales and customer service and led full store sales seminars.
Earned highest level of customer satisfaction rating for past [Number] years and frequently welcomed repeat customers.
Met with [Job title] to assure proper scheduling of project installations and update project timelines.
Maintained knowledge of products to educate customers on available appliance options and model variations.
Coordinated schedules with customers for appliance deliveries, and installations.
Encouraged purchase of warranty programs when buying appliances, helping boost overall sales.
Approached customers and asked open-ended questions to better understand buying needs and budgets.
Promoted company programs, including warranty sales and seasonal promotions to boost sales.
Shared information on product features for various items to help customers make correct buying decisions.
Exceeded assigned goals for customer experience, service, revenue and productivity through upselling and cross-selling methods.
Detailed latest promotions, sales incentives and rebates to share with customers, helping clients save on purchases.
Searched store inventory system using [Software] to verify availability of requested products.
Created working relationships with vendors to obtain best pricing and maintenance options.
Established business relationships through email marketing and [Type] to generate repeat customers.
Contacted [Number] prospects by phone or e-mail each [Timeframe] prior to service contract and warranty expiration date to initiate renewal process.
Shirt O Fun - Sole Proprietor City, STATE, 03/2012 - 05/2015
Built and enhanced relationships with clients to boost revenue.
Managed organizational budget and finances.
Established [Type] business and carried out daily activities such as [Type].
Oversaw business operations by [Action].
Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.
Developed business objectives and strategies to define goals and methods for achievement.
Hired, supervised and mentored staff of [Number] talented employees.
Set pricing structures according to market analytics and emerging trends.
Monitored supplier operations to verify quality, delivery schedule and conformance to contract specifications.
Liaised with vendors such as [Type] to build relationships and negotiate deals.
Assessed, optimized and elevated operations to target current and expected demands.
Tracked and measured success by [Action].
Created new product designs, including [Type].
7/11 - Cashier Assistant City, STATE, 06/2010 - 02/2012
Built and enhanced relationships with clients to boost revenue.
Established [Type] business and carried out daily activities such as [Type].
Oversaw business operations by [Action].
Conferred with customers to understand needs and finalize purchase orders.
Identified customers' individual needs by asking open-ended questions and gathering information on [Area of expertise].
Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.
Developed business objectives and strategies to define goals and methods for achievement.
Set pricing structures according to market analytics and emerging trends.
Monitored supplier operations to verify quality, delivery schedule and conformance to contract specifications.
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