Inbound Call Center Representative resume example with 16+ years of experience
JessicaClaire
Montgomery Street, San Francisco, CA94105(555) 432-1000, resumesample@example.com
Summary
Skilled Inbound Associate establishing professional and positive relationships with customers on behalf of RDI Connect (GreatCall & DirecTV) organization to address issues using company policies and practices. Demonstrated experience managing customer interactions professionally. Excellent influencing skills to communicate with credibility, tact and diplomacy. Personable, friendly and solution-oriented professional with over 15 years of experience in customer service and support. Customer-focused team player offering expertise in conflict mediation, time management and sales. Dedicated to customer loyalty and satisfaction.
Skills
Employee coaching
High-energy attitude
Technologically savvy
Call center experience
Conflict mediation
Store maintenance
Quality control
Inbound and outbound calling
Customer relations
Customer service
Promotional support
Grooming and bathing
Animal behavior knowledge
Product ordering
Safety precautions and measures
Breed and species knowledge
Kennel cleaning and sanitizing methods
Heavy lifting
Dog behavior expertise
Animal interaction
Muzzles and restraints
Team building
Problem resolution
Team management
Organization
Relationship development
Inventory management
Supervision
Customer engagement
Coordinating promotional events
Announcing and hosting
Developing rapport with guests
Credit card payment processing
Report creation
Problem-solving abilities
Sales expertise
Courteous demeanor
Adaptive team player
Experience
01/2020 to CurrentInbound Call Center RepresentativeDialamerica | Pittsburgh, PA,
Managed high volumes of inbound and outbound calls in fast-paced environment to build, cultivate and establish lucrative client relationships.
Identified consumer needs, clarified information and researched issues to provide alternative solutions.
Coordinated topics with call center scripts to handle consumer questions, delivering appropriate answers.
Asked probing questions to determine service needs and accurately input information into electronic systems.
Implemented basic troubleshooting and support techniques to enable speedy resolution of technical, billing, and support issues.
Fielded customer complaints and queries, fast-tracking them for problem resolution.
Kept detailed records of customer accounts, including actions taken, issues resolved and troubleshooting information.
Achieved high sales percentage with consultative, value-focused customer service approach.
Escalated customer satisfaction ratings by offering valuable insights to customers needs and expectations.
Documented conversations with customers to track requests, problems and solutions.
Investigated technical issues using knowledge base and personal experience to complete timely resolutions.
01/2005 to 10/2020Karaoke Host/DJRoslyn Storage Ltd | Maitland, FL,
Played mix of songs which matched station format and avoided dead air by closely monitoring length of each song.
Called out to guests via microphone, encouraging dancing and participation in upbeat songs at weddings and other celebrations.
Organized call and answer system for shows to increase audience participation
Utilized well-developed communication, active listening and engagement skills when entertaining guests, speaking with customers and taking song requests
Met with clients and discussed options for music and particular songs for each special event.
Read prewritten script material, which included business specials and special day announcements.
Provided excellent service and attention to customers when face-to-face or through phone conversations.
Performed site evaluations and customer surveys
01/2019 to 01/2020Storage ManagerSecure EZ Storage | City, STATE,
Managed multiple storage facilities
Managed daily care, maintenance, and cleanliness of both office and outdoor lots.
Built and maintained loyal, long-term customer relationships through effective account management.
Checked supply against demand by overseeing all merchandising decisions, replenishment and inventory management.
Generated daily operational and sales reports for corrective action or continuous improvement.
Promoted profitability of storage business by tracking performance indicators and driving corrective action.
Directed all day-to-day operations of storage facility to provide safe and enjoyable guest experience.
Identified client business and operational needs and introduced services to provide solutions.
Managed UHaul rentals
Maximized truck performance by fulfilling recommended maintenance, including washing windows and bed, checking tire pressures and fluid levels and changing lights.
12/2014 to 06/2017Bathing Room Manager/Assistant Shop ManagerBow Wow Boutique LLC | City, STATE,
Removed animal waste from kennels, runs and exercise areas, placing in trash receptacles or in-ground septic systems.
Bathed approximately 30-50 animals per 8-12 hour shift.
Answered multiple line phone system for busy facility and responded to questions regarding pricing and services.
Refilled shampoo bottles, sanitized clippers, combs and brushes and placed clean towels at each station following shift completion.
Delivered consistent customer service to pet owners, effectively increasing repeat business.
Unloaded and organized supplies and product inventory to maximize team efficiency.
Kept dogs safe by remaining alert to environmental conditions
Completed owner paperwork and obtained all necessary information, including possible allergies, potential aggressive behavior, health issues, and owner contact details.
Developed long-term relationships with clients and bonded with animals through regular contact.
Treated basic wellness issues such as superficial wounds and called in veterinarian assistance for more complex concerns.
Supported animal health by keeping all areas clean, neat and properly sanitized.
Laundered soiled animal bedding immediately to reduce infection using appropriate chemicals.
Washed, groomed and trimmed each animal to enhance coat health.
Reviewed inventory levels during shifts and placed orders to replenish supplies, including shampoo, canine toothpaste and styptic powder.
Assisted grooming staff with nail clipping, fur blow drying and combing out matted fur during high-volume periods, including holidays.
Maintained laundry duties, including washing, drying and folding towels during busy periods, ensuring consistent workflow.
Cleaned and disinfected kennels and common areas to reduce spread of illness from infected animals.
Observed animals and conducted examinations to identify signs of injury, illness or disease.
Recruited and hired qualified candidates to fill open positions.
Trained employees on additional job positions to maintain coverage of roles at all times.
Greeted and encouraged feedback from customers to implement in-store operational changes.
Assigned tasks to associates to fit skill levels and maximize team performance.
Education and Training
Expected in 10/2005High School Diploma | Franklin High School, Franklin, OHGPA:
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