lead csr resume example with 13+ years of experience
Jessica
Claire
resumesample@example.com
(555) 432-1000,
, , 100 Montgomery St. 10th Floor
:
Summary
I'm a driven individual who is highly skilled in managing reservations, telephone calls and customer inquiries. I'm motivated and excited to transition back into the restaurant industry. I'm poised with a total commitment to guest satisfaction. Well-versed in mitigating customer dissatisfaction with prompt service and diplomatic communication. Disciplined with great data entry, customer service, and cash handling skills. I also offer a great attitude and strong work ethic. I have over ten years of hands-on experience working in front desk coordination and reception.
Skills
Credit card processing
Order fulfillment
Account management
Customer support
Complaint resolution
Product organization
Quality control
Conflict mediation
Direct sales
Inbound and Outbound Calling
Shipping and receiving understanding
Employee coaching
Credit card payment processing
High-energy attitude
Technologically savvy
Punctual
motivated
Education and Training
Oregon City High SchoolOregon City, OR, Expected in 06/2007 ā āHigh School Diploma: - GPA:
West Coast Phlebotomy INCOregon City, Expected in ā ā:Phlebotomy - GPA:
Experience
Circle K Stores, Inc. - Lead CSR Cleveland, OH, 02/2020 - Current
Answered customers' questions and addressed complaints in-person or by phone to immediately rectify issues.
Trained new employees on company customer service policies and service level standards.
Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Worked with senior leadership to address and resolve disciplinary issues and boost overall team success.
Assisted operators with handling calls and took over escalated concerns to deliver expert solutions.
Conducted regular performance reviews of associates and used results to identify knowledge or skill gaps.
Assisted customers by answering questions, addressing concerns and providing current account information.
Handled cash and credit card payments and returned receipts, change and payment cards to customers.
Educated customers about products, pricing and policies to address and resolve issues.
Utilized active listening skills and asked open-ended questions to ascertain customer call needs.
Motivated teams by recognizing and rewarding excellence.
Reviewed 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.
Developed strategies to assist associates in meeting goals.
Held monthly meetings with associates to provide constructive feedback on performance.
Attended job training to sharpen skills and keep informed of new products.
Provided exceptional listening skills to obtain information and avoid misunderstandings.
Delivered feedback on performance to address service gaps and improve client expectations.
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