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Lead Customer Service Representative Resume Example

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Jessica
Claire
resumesample@example.com
(555) 432-1000,
, , 100 Montgomery St. 10th Floor
:
Professional Summary

Systematic Lead Customer Service Representative committed to simultaneously handling customer and associate needs. Thorough and skilled researcher possessing first-rate communication and analytical problem-solving abilities. Focused on increasing team performance by defining and clarifying goals, responsibilities and roles. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.

Skills
  • Customer Retention Strategies
  • Customer Data Confidentiality
  • Responding to Difficult Customers
  • Customer Account Management
  • Data Entry and Maintenance
  • Creative Problem Solving
  • Multitasking and Prioritization
  • Verbal and Written Communication
  • Courteous with Strong Service Mindset
  • Efficient and Detail-Oriented
  • De-escalation Techniques
  • Upbeat and Positive Personality
  • Order and Refund Processing
  • Building Customer Trust and Loyalty
  • Understanding Customer Needs
  • Issue and Complaint Resolution
  • Calm and Professional Under Pressure
  • Upselling Products and Services
  • Computer Proficiency
  • Patient and Empathetic
  • Invoice Preparation and Processing
  • Sales Quota Achievement
  • Time Management
Education
Pleasanton High School Pleasanton, TX Expected in 06/2016 High School Diploma : - GPA :
Work History
Waste Industries - Lead Customer Service Representative
Wauconda, IL, 12/2020 - Current
  • Resolved concerns with products or services to help with retention and drive sales.
  • Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member.
  • Trained, oversaw and mentored new team members to strengthen performance and job expertise.
  • Helped operators handle incoming calls and managed escalated needs with targeted resolutions.
  • Identified opportunities to streamline processes by targeting areas of inefficiency and implementing improvements.
  • Engaged clients in person and over phone to answer questions and address complaints.
  • Coordinated responses for key accounts, using business acumen and attention to detail to balance company and customer demands.
  • Implemented and developed customer service training processes.
  • Promptly responded to inquiries and requests from prospective customers.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Met all customer call guidelines including service levels, handle time and productivity.
  • Responded proactively and positively to rapid change.
  • Created and maintained detailed database to develop promotional sales.
  • Surpassed sales goals through implementation of effective marketing strategies.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
  • Sought ways to improve processes and services provided.
  • Maintained up-to-date knowledge of product and service changes.
  • Resolved associate, tool and service delivery issues revealed by statistical reports.
  • Recommended products to customers, thoroughly explaining details.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Delivered prompt service to prioritize customer needs.
  • Applied highly effective selling skills while properly engaging and presenting solutions to customers.
  • Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
Lowes Market - Cashier/Scan Coordination/Receiver
City, STATE, 06/2020 - 11/2020
  • Helped customers complete purchases, locate items and join reward programs.
  • Answered questions about store policies and addressed customer concerns.
  • Restocked and organized merchandise in front lanes.
  • Monitored self-checkout systems and provided assistance or intervention where required.
  • Maintained secure cash drawers, promptly resolving discrepancies in daily totals.
  • Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance.
  • Completed inventory counts and ordered merchandise.
  • Worked closely with shift manager to solve problems and handle customer concerns.
  • Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.
  • Mentored new team members on POS system operation, customer service strategies and sales goals.
  • Replenished sales floor merchandise and organized shelves, racks and bins for optimal appearance.
  • Reviewed weekly sales ads and monitored price changes.
  • Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
  • Checked identification for proof-of-age for alcohol and tobacco sales.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Collected and authorized payments of guests.
  • Operated cash register to record all transactions accurately and efficiently.
  • Performed cash, card and check transactions to complete customer purchases.
  • Provided expertise on products, including demonstrating features, answering questions, and redirecting objections to highlight positive aspects.
  • Maintained current knowledge of store promotions and highlighted sales to customers.
  • Used POS system to enter orders, process payments and issue receipts.
  • Checked in Vendors and input invoices to make sure payments go to the right vendors
Hill Country Mini Mart - Cashier/Assistant Manager
City, STATE, 02/2020 - 06/2020
  • Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
  • Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets.
  • Built positive relationships with customers to increase repeat business.
  • Monitored areas for security issues and safety hazards.
  • Quickly and accurately counted drawers at start and end of each shift.
  • Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
  • Assisted with marketing strategy creation and advertising initiatives to better promote facility to public.
  • Negotiated price and service with customers and vendors to decrease expenses and increase profit.
  • Open and close store
  • Checked in Vendors
  • made deposits and handled sales
  • cashed out customers
  • maintained cleanliness of the store and ensured store was properly stocked

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Resume Overview

School Attended
  • Pleasanton High School
Job Titles Held:
  • Lead Customer Service Representative
  • Cashier/Scan Coordination/Receiver
  • Cashier/Assistant Manager
Degrees
  • High School Diploma