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in home expert resume example with 10+ years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • Home: (555) 432-1000
  • Cell:
  • resumesample@example.com
  • :
Summary

Resourceful and client-focused Customer Service Manager with over 6 years of experience leading teams in exceeding sales goals and customer expectations. Meticulous and results-oriented with expertise educating employees on all stages of sales cycle while recommending best options to meet short- and long-term needs. Personable relationship builder with polished communications skills.

Skills
  • Technical troubleshooting
  • Hardware diagnostics
  • Service desk support
  • Customer support needs assessment
  • Application installations
  • Call center experience
  • Hardware configuration
  • Organizational skills
  • Multitasking
  • Critical thinking
  • MS Office
  • Team building
  • Software upgrades
  • Project management
  • Sales Techniques
  • Staff development
  • Key accounts and territory management
  • Issue and conflict resolution
  • CRM
  • Conflict resolution
  • Coordination
  • Court procedures
  • Evaluating documents
  • Client account management
  • Customer service-focused
  • Foreclosures experience
  • Mortgage processes knowledge
  • Coordinating records
  • Troubleshooting
  • Customer service
  • Computer skills
  • Communication
Experience
In Home Expert, 05/2019 to 06/2020
Acv AuctionsHamburg, NY,
  • Learned customer needs and desires to suggest specific product options.
  • Researched, documented and escalated support cases to higher levels of support when unable to resolve issues using available resources.
  • Documented repair processes and helped streamline procedures for future technical support actions.
  • Sold items to achieve sales and profit goals and increase overall revenue.
  • Expanded sales in territory by analyzing market opportunities, following up with prospects and developing trusted relationships.
  • Provide in-person device setup and tech support for customers’ smart phones, tablets and/or other consumer electronics.
  • Resolve operational issues on customers’ devices, other equipment, and connectivity while offering education and device optimization suggestions.
  • Meet with customers face-to-face at the customers’ home location
  • Effective sales professional with performance base compensation available for Smart Home Support sales made
  • Meet or exceed key performance indicator metrics for performance measurements and sales goals
  • Travel daily to and from the Forward Stocking Location and several customers’ locations throughout a designated region.
Client Services Manager, 04/2017 to 06/2019
Community Trust Bancorp, Inc.Mount Vernon, KY,
  • Scheduled clients and managed client exits by ensuring all current and future needs were met.
  • Provided information on client relationships and projects to major stakeholders.
  • Updated clients on consistent basis regarding projects and answered questions quickly and with knowledgeable support.
  • Delivered high level of service to clients in effort to build upon relationships for future.
  • Recruited and trained Client Services employees and provided evaluations with feedback to cultivate highly talented team.
  • Evaluated employee progress and compliance while identifying areas for additional coaching by monitoring daily performance.
  • Elevated team performance via strategic planning and coaching in areas of prospecting, sales and value-added presentations.
IOS Chat& MAC+ Support Tier 2 , 01/2015 to 04/2017
AppleCity, STATE,
  • Improved team performance by devising successful training methods and programs.
  • Evaluated trends by tracking and modeling key metrics.
  • Liaised with customers, addressed inquiries, handled meeting requests and answer billing questions to provide outstanding customer care.
  • Developed open and professional relationships with team members, enabling better, more effective customer service.
  • Trained new hires on relationship building, benefit-oriented sales presentations, sales processes and protocol, product knowledge, customer needs analysis and overcoming objections.
  • Drove quality customer experiences by leading retention strategy development and conflict resolution to improve overall support delivery.
  • Evaluated customer account information to assess current issues and determine potential solutions.
  • Developed and implemented policies, procedures and process improvement initiatives to improve retention rates and increase customer satisfaction.
  • Helped customers work within established systems to achieve desired results and maintain company loyalty.
  • Grew sales floor employee team while expanding service delivery.
Loss Mitigation Specialist, 04/2010 to 01/2015
Kass Shuler Law FirmCity, STATE,
  • Verified income of borrower and gathered credit information.
  • Put together and sent out reinstatement and payoff quotes.
  • Helped clients and attorneys complete short sales.
  • Contacted borrowers to assess reasons for default, individual intents and options for resolving issues.
  • Served as liaison between borrowers and lenders and collaborated with both parties to obtain optimal loans for home purchases.
  • Determined feasibility of foreclosure by reviewing property assessments.
  • Worked with customers to put together plans focused on retaining property ownership.
  • Determined level of acceptable risk by reviewing applications for coverage and loss control reports.
  • Responded to all Fees and Cost requests through applicable platform.
Education and Training
Bachelor of Science: Business Administration And Management, Expected in 05/2007 to Mitchell Community College - Statesville, NC
GPA:
NC Notary: , Expected in 04/2014 to Central Piedmont Community College - Charlotte, NC
GPA:

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Resume Overview

School Attended

  • Mitchell Community College
  • Central Piedmont Community College

Job Titles Held:

  • In Home Expert
  • Client Services Manager
  • IOS Chat& MAC+ Support Tier 2
  • Loss Mitigation Specialist

Degrees

  • Bachelor of Science
  • NC Notary

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