LiveCareer-Resume
Jessica
Claire
resumesample@example.com
(555) 432-1000,
Montgomery Street, San Francisco, CA 94105
:
Summary

Highly enthusiastic customer service professional with 5+ years of client interface experience, Very professional while also maintaining a high level of patience and efficiency to minimize customer dissatisfaction and increase customer loyalty.

Highlights
  • High customer service standards
  • Service solutions expert
  • Dedicated to process improvement
  • Seasoned in conflict resolution
  • Energetic work attitude
  • Negotiation competency
  • Active listening skills
  • Courteous demeanor
  • Customer service expert
  • Strong organizational skills
Education
Atlanta Technical College Atlanta, GA Expected in 2011 GED : - GPA :
CGS Atlanta, GA Expected in 2013 : Technical Support - GPA :
Experience
Affiliations
Accomplishments
Managed call flow with up to 10 calls in queue per minute.
Exceeded corporate target for customer satisfaction for months in a row. Exceeded monthly goals by successfully handling more than 165 calls per week.Reduced escalations to management by 5%.

Experience
Centene Corporation - Hardware Technical Support Representative
Bloomingdale, FL, 08/2013 - 2016
  • Diagnose malfunctions of laptops,tablets, and desktop computers 
  • Order hardware replacement parts for machines and provide some software driver support
  • Data entry
  • Provide remote technical support
  • Provide quality assurance when answering all calls
  • Provided base level IT support to company personnel.
  • Resolved customer complaints and concerns with strong verbal and negotiation skills.
  • Displayed courtesy and strong interpersonal skills with all customer interactions.
  • Built and maintained successful relationships with service providers, dealers and consumers.
  • Maintained composure and patience in face of difficult customer situations. Processed inbound and outbound technical support calls.
  • Trained new employees and explained protocols clearly and efficiently.
  • Researched issues on various computer systems and databases to resolve complaints and answer inquiries.
  • Referred difficult issues to upper management while maintaining positive rapport with customer.
  • Informed customers about issue resolution progress. Supported customers having data connectivity issues.
  • Provided thorough support and problem resolution for customers.
  • Assisted customers with technical issues via email, live chat and telephone.
  • Provided professional customer service consultations on computer maintenance as well as basic troubleshooting techniques.
  • Developed and maintained positive customer relationships.
  • Worked with customer service supervisor to resolve customer concerns.
  • Researched, resolved and followed up on customer issues.
  • Handled a large volume of phone calls, chat and emails.
  • Diligently followed up with customers about existing orders.
  • Maintained a calm, professional demeanor when faced with high demand, high volume workloads.
  • Soft-sold additional services. Devised workarounds for problems.
  • Researched, documented and escalated cases to higher levels of support according to internal procedures.
  • Reviewed support cases for technical and troubleshooting accuracy.
  • Identified opportunities to upsell product and services.
  • Assisted in process refinement to improve customer service and support.
  • Developed documentation for common processes for both support staff and end-users.
  • Created end-user self-service tools and documentation. Contributed to a reduction in operational costs of 25%.
Mettler Toledo - Retention Representative
Charlotte, NC, 01/2013 - 03/2013
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Provided accurate and appropriate information in response to customer inquiries.
  • Demonstrated mastery of customer service call script within specified time frames.
  • Addressed customer service inquiries in a timely and accurate fashion.
  • Developed effective relationships with all call center departments through clear communication.
  • Built customer loyalty by placing follow-up calls for customers who reported product issues.
  • Demonstrated compliance of Service Center policies, procedures and quality assurance measures.
  • Properly directed inbound calls in phone queues to improve call flow.
Michels Corporation - Telesales Representative
Seattle, WA, 04/2012 - 08/2013
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Provided accurate and appropriate information in response to customer inquiries.
  • Demonstrated mastery of customer service call script within specified time frames.
  • Cold-called prospective customers to build relationship.
  • Fielded an average of 50+ customer service calls per day.
  • Completed documentation for product and service sales.
  • Recommended and helped customers select merchandise based on their needs.
  • Updated database with customer and sales information.
    Evaluated competitors and performed market research.
  • Extended customer subscriptions, offering discounts and promotions to ensure high customer retention rates.
  • Informed customers about sales and promotions in a friendly and engaging manner.
  • Processed up to 5+ customer orders per day.
  • Tracked down sources of special products and services to meet customers' special needs.
  • Achieved 40+ monthly sales, meeting and exceeding sales quota.
  • Trained new employees on company customer service policies and service level standards.
D&J Appliances - Office Administrator
City, , 02/2016 - Current
  • Generated shipment invoices, prepared packages and set up courier deliveries for customers
  • Organized workloads to streamline tasks and efficiently oversee day-to-day operations under tight deadlines
  • Monitored calendars and scheduled appointments based on technicians availability and established load limits
  • Managed office functions, greeted and responded to requests for information
  • Backed up human resources department in handling benefits paperwork, employee incident reports and data entry to maximize team efficiency
  • Liaised between internal and external stakeholders, providing updated project satus and performance reports
  • Administered physical and digital filing systems, keeping records well-organized and easily retrievable by team members
  • Developed and implemented successful customer relations strategies, opening up communication and dramatically increasing satisfaction scores
  • Trained office staff in system software for daily data entry and special projects while ensuring service quality and efficacy
  • Worked with vendors to obtain quotes, negotiate contracts and handle 20-25 shipments per week
  • Developed long-term budgets covering office supplies, inventory, and equipment maintenance
  • Met incoming customers with professional approach and provided friendly, knowledgeable assistance
  • Processed financial documents including contracts, expense reports and invoices
  • Updated databases with work order data, verified changes in information and maintained 100% accuracy
  • Educated and motivated managers and staff to identify sale and c.o.d. opportunities
  • Coordinated schedules, administrative functions, quality assurance and process improvements
  • Maintained detailed administrative and procedural processes to improve accuracy and efficiency
  • Maintained company accounting records by entering accounts payable, accounts receivable, invoices and expense reimbursements
  • Interacted professionally with both customers and inside personnel, answering questions and responding to phone and email inquiries
  • Provided onboarding to new employees and supported all departmental members, resulting in increased productivity and performance
  • Replenished office supplies when inventory became low and placed new orders for restocking
  • Reviewed documents and obtained additional information to complete accurate paperwork and avoid delays
  • Communicated openly with customers about status of workorder and repair processes to maintain satisfaction
  • Offered technical expertise to customers, administrative staff and business leaders to accomplish smooth and ongoing productivity

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Resume Overview

School Attended

  • Atlanta Technical College
  • CGS

Job Titles Held:

  • Hardware Technical Support Representative
  • Retention Representative
  • Telesales Representative
  • Office Administrator

Degrees

  • GED

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