inbound contact representative resume example

Accomplishments:

• Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
• Managed customer expectations by clarifying needs, identifying options and recommending products and services.
• Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
• Maintained strong call control and quickly worked through scripts to address problems.
• Audited customer account information to identify issues and develop solutions.
• Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
• Displayed strong telephone etiquette, effectively handling difficult calls.
• Handled client inquiries with exceptional professionalism and enthusiasm.
• Engaged customers with proactive strategies to understand needs and develop successful solutions.
• Educated clients on how to conduct transactions with convenient online solutions.
• Capitalized on opportunities to enhance customer experiences and bring in repeat business.
• Escalated customer satisfaction ratings by offering valuable insights to customers' needs and expectations.
• Maintained high-volume workload within fast-paced environment and consistently met performance benchmarks.
• Achieved top satisfaction, retention and referral rankings on consistent basis.
• Improved productivity by providing CSR performance feedback for corrective action.

Accomplishments:

• Created and offered additional materials to enhance training.
• Explained goals and expectations required of trainees.
• Developed skill-specific training programs to promote employee development.
• Blended business's goals, mission and values with learning development initiatives to deliver high-quality training to employees.
• Documented training activities and changes to analyze program effectiveness.
• Evaluated training materials prepared by instructors and offered actionable suggestions for improvement.
• Prepared machines for printing and operated one-and two-color printing presses, platemakers, hydraulic paper cutters and digital printers and copiers.
• Trained and assisted new printing press operators to provide printing output that satisfied customers.
• Examined printed copy for correct ink density, position on paper and registration.
• Set appropriate speeds, flows, colors, temperatures and positions for printing.
• Examined and produced specific job orders.
• Verified ink specifications, inked presses, changed ink, and adjusted ink flow.
• Met production schedules and throughput yield targets.
• Collaborated with technicians to diagnose equipment breakdowns and address quality issues.
• Posted and adhered to lockout/tagout, hazardous material handling and hearing and eye standards.
• Responded to emergency situations in most efficient, effective ways possible.
• Created and implemented programs, policies and procedures designed to effectively reduce or eliminate injuries and hazards in workplace.
• Held safety training and traffic safety instructional courses which led to marked improvements in safety culture across personnel groups.
• Supervised safety audits and oversaw investigations into plant quality issues.
• Created and compiled safety training procedures into manuals to disseminate to staff members.
• Orchestrated and led occupational safety trend and current hazards analyses.

• Waxed exterior of vehicles and removed it with soft cloth, buffing to brilliant shine.
• Inspected vehicles prior to service and immediately afterwards to make sure there was no damage.
• Cleaned car and truck windows and windshields to get rid of water spots.
• Provided on-site detailing services to clientele at worksite locations.
• Vacuumed car interiors to remove any dirt and debris.
• Contacted service manager immediately to address customer issues.
• Cultivated base of consistent high-end clientele due to exemplary service and competitive pricing.
• Identified issues affecting safety and brought up to shift supervisor for resolution.
• Vacuumed interior, cleaned upholstery, rugs and other surfaces and added air fresheners to interior of vehicle.

• Troubleshot and resolved issues with cash registers, card scanners,and printers.
• Helped customers update accounts, sign up for new services and take advantage of special offers.
• Helped customers find specific products, answering questions and offering advice.
• Inspected items for damage and reported issues to the supervisor to return unsalable merchandise and obtain replacements for customers.
• Maintained high productivity by efficiently processing cash, credit, debit and voucher program payments for customers.
• Served needs of as many patrons per shift, including collecting payments, tracking rewards and handling customer service issues.
• Observed company return policy when processing refunds, including inspecting merchandise for wear or damage.
• Notified security of suspected theft, including descriptions of individuals and items stolen to help control store losses.
• Maximized customer satisfaction by assisting customers to complete purchases, locate items and sign up for rewards programs.