(555) 432-1000,
, , 100 Montgomery St. 10th Floor
Professional Summary

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. Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player. Knowledgeable and dedicated customer service professional with extensive experience in [Type] industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Diligent [Job Title] skilled at listening to customers, exceeding productivity targets, and maintaining current knowledge of company offerings. Solves problems quickly to retain customers and delivers high level of service in every interaction. Motivated [Job Title] experienced in seasonal roles with superior talent for getting up to speed quickly and driving sales. Offers flexible schedule to work peak seasonal hours. Delivers excellent customer service by practiced listening and speaking skills. Understands and utilizes sales, merchandising and marketing skills. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. 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, ad providing customized solutions to build loyalty. Proactive [Job Title] with expertise delivering support services and resolving customer complaints. Trained in support software and deescalation techniques. Demonstrated competencies in operating multi-line phone systems, taking orders and updating documentation. Personable [Job Title] offering [Number] years of experience resolving account and service concerns for customers. Smoothly uncovers and solves challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success. Multi-tasking Manager well-known for creating positive workplace culture and high-performing teams. Demonstrated [Product or Service] expertise, including competitive offerings, pricing and market positioning. Gifted in working with stressed, confused and upset individuals in need of benefits information and supportive guidance to navigate [Type] systems. Effective at operating within [Type] regulations and [Type] department guidelines to manage telephone calls, emails, letters and in-person requests for assistance. 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. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.

  • Understanding Customer Needs
  • Verbal and Written Communication
  • Order and Refund Processing
  • Upselling Products and Services
  • Upbeat and Positive Personality
  • Issue and Complaint Resolution
  • Responding to Difficult Customers
  • Customer Account Management
  • CRM Software
  • Calm and Professional Under Pressure
  • Building Customer Trust and Loyalty
  • De-escalation Techniques
  • Creative Problem Solving
  • Customer Data Confidentiality
  • Multitasking and Prioritization
  • Courteous with Strong Service Mindset
  • Cultural Awareness and Sensitivity
  • Billing Adjustments and Refunds
  • Microsoft Exchange
  • Team-Oriented and Cooperative
  • Time Management
  • Business Development
  • First-Tier Technical Support
  • Excellent Attention to Detail
North Carolina A & T State University Greensboro, NC Expected in 05/2017 Associate of Arts : Journalism And Mass Communication - GPA :
Guilford Technical Community College Jamestown, NC Expected in 05/2017 Associate of Arts : Business Administration And Management - GPA :
Work History
Mclane - Level 2 Customer Service Rep, Leadership Member
Plymouth, MI, 11/2019 - Current
  • Monitored project workflow to maintain project plan and SLAs and communicated adjustments with team members.
  • Conducted follow-up call at end of job to verify satisfaction.
  • Obtained installation schedules from service providers and confirmed times with customer for proactive communication.
  • Built project plan timelines and sequencing for successful workflow across multiple service providers and vendors.
  • Designed individualized service plans that took into account clients' goals and preferences.
  • Provided primary customer support to internal and external customers.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Developed community reputation through commitment to customer satisfaction and strong client relationships.
  • Consulted with outside parties to resolve discrepancies and create expert solutions.
  • Provided information regarding charge accounts and loyalty programs.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
  • Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
  • Evaluated account and service histories to identify trends, using data to mitigate future issues.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Responded to customer requests for products, services and company information.
  • Recommended products to customers, thoroughly explaining details.
  • Implemented and developed customer service training processes.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Responded proactively and positively to rapid change.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Negotiated manufacturing service agreements and quality standards.
  • Maintained up-to-date knowledge of product and service changes.
  • Cross-trained and provided back up for customer service managers.
O'Reilly Auto Parts Distribution Center - Warehouse Stocker
City, STATE, 03/2018 - 09/2019
  • Inspected work areas for cleanliness and obstacles and removed cartons and boxes to keep work areas organized and hazard-free.
  • Checked packages and merchandise for damage and notified vendors.
  • Wrapped pallets in shrink wrap prior to loading.
  • Inspected incoming and outgoing shipments to verify accuracy and prevent errors.
  • Used hand-held devices and computers to record and monitor inventory levels and completed audits to uncover and address inaccuracies.
  • Assembled orders and packed items for shipment, conveying orders to shipping personnel.
  • Shipped material and performed boxing, packing, labeling and preparation of related documents.
  • Verified quantity and description of materials received by checking merchandise against packing list.
  • Recorded information, shortages and discrepancies to keep records current and accurate.
  • Kept documentation and records accurate and up-to-date with latest data to prevent errors in processing or delivery.
  • Completed over [Number] customer orders each day in warehouse setting.
  • Operated PC and RF-based computer systems for inventory management.
  • Acknowledged safety issues and contacted shift supervisor regarding concerns and for quick resolution.
  • Compared shipments received with purchase orders to cross-reference goods ordered with goods received.
  • Simplified shipping and receiving processes for improved workflow.
  • Compared received packages against shipping documents.
  • Completed daily cycle counts and quarterly inventories and resolved variances to maintain data accuracy.
Verizon Wireless Corporation - Tier 2 Technical Support Specialist
City, STATE, 08/2016 - 01/2018
  • Leveraged data-driven monitoring systems to identify and resolve potential issues.
  • Received inbound phone calls transferred from Tier 1 specialists to research and resolve advanced technical issues.
  • Developed proactive tools to assist customers and internal support organization.
  • Dispatched field service technicians to correct issues requiring in-person technical assistance.
  • Shepherded customers through ongoing or multifaceted technical struggles to research long-term solutions.
  • Assessed technical complexity of tickets to escalate to Tier 3 team.
  • Performed technical troubleshooting and diagnosis, software installation and information gathering to keep infrastructure operational.
  • Wrote and modified SQL queries to collect data for analytics, critical statistics and generate reports.
  • Analyzed code to assist support team in finding solutions and workarounds to problems.
  • Mentored less experienced team members to improve customer responses and work towards one-touch tickets.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Configured hardware, devices and software to set up work stations for employees.
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Maintained servers and systems to keep networks fully operational during peak periods.

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School Attended

  • North Carolina A & T State University
  • Guilford Technical Community College

Job Titles Held:

  • Level 2 Customer Service Rep, Leadership Member
  • Warehouse Stocker
  • Tier 2 Technical Support Specialist


  • Associate of Arts
  • Associate of Arts

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