Long And Foster Case Manager Customer Service Representative resume example with 6+ years of experience
Jessica Claire
- Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
- (555) 432-1000
- resumesample@example.com
Summary
Cheerful and upbeat with history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions. Detail-oriented approach to resolving any Customer/Team issues. I am a fast learner, if I do not already know something. I had to learn the workings of a Home Warranty. I feel that anything else will be a walk in the park from here on out.
Skills
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Experience
Long and Foster Case Manager/Customer Service Representative, 02/2019 to 10/2020
S&T Bank – Du Bois, PA,
S&T Bank – Du Bois, PA,
- Developed open and professional relationships with team members, enabling better, more effective customer service.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Helped customers work within established systems to achieve desired results and maintain company loyalty.
- Evaluated customer account information to assess current issues and determine potential solutions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Reviewed account and service histories to identify trends and issues.
- Answered multiple inbound calls per day and directed to designated individuals or departments.
- Interviewed customers regarding home warranty issues and reported feedback to management team.
- Answered customer questions and addressed concerns
- Documented conversations with customers to track requests, problems and solutions.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- During the Summer of 2019, I worked with the Medical Emergency Team to get the highest priority jobs completed within a timely manner.
Retail Sales Associate, 06/2018 to 08/2018
Alorica Inc. – Sarasota, FL,
Alorica Inc. – Sarasota, FL,
- Engaged customers, found requested items and explained sales promotions to deliver pleasant shopping experiences.
- Processed payments and maintained accurate drawers to meet financial targets.
- Completed all assigned training to stay updated on important policies and procedures.
- Managed cash register operations using POS system, including processing sales and returns.
- Help customers load purchased equipment when necessary.
- Monitored sales floor to identify customers in need of assistance and merchandise in need of replenishment.
- Adhered to all company initiatives and achieved established goals for each.
- Maintained friendly, outgoing personality to promote positive work environment and build customer loyalty.
- Maintained assigned area to store standards by setting up and monitoring accurate ad signage and correct merchandise placement.
- Arranged merchandise for display to highlight new styles, attract customers and enhance sales.
- Assisted customers in finding or selecting items.
- Assisted in ringing up sales at registers and bagging merchandise.
- Offered coupons and special deals to increase quantity of customer spending
- Initiated friendly conversation with each customer to determine level of assistance required.
- Assisted customers by checking store site system to find merchandise at other locations, arranging for shipments and delivery.
- Welcomed customers, offered to help locate items and suggested merchandise without being intrusive or pushy.
- Kept calm and applied strong problem-solving and interpersonal skills to resolve conflicts.
- Answered questions about current promotions and resolved issues according to store policies.
- Calculated pricing, scanned tags, applied discounts, collected payment and offered receipts to process transactions.
- Generated brand awareness and positive product impressions to increase sales.
- Performed floor moves, merchandising, display maintenance and housekeeping to keep sales areas well-stocked, organized and current.
- Promoted brand through event marketing, demonstrations and sales.
- Engaged shoppers, providing assistance and information on merchandise and product features.
- Engaged positively with each customer, providing professional and polite support for sales and service needs.
- Built customer loyalty by engaging with and identifying product needs of customers.
- Restocked shelves, racks and bins with latest merchandise and changed signage to promote special items.
- Assisted in strategic planning and setup of merchandise displays to promote target products and attract customer traffic.
- Stocked, replenished and organized inventory, completing tasks
- Handled price checks, merchandise transfers and fitting room returns to keep store orderly and efficient.
- Helped customers by answering questions and locating merchandise.
- Counted cash, made change and stored coupons to keep organized and balanced cash register drawer.
- Maintained current store, product and promotional knowledge to drive consistent sales.
- Greeted each customer and offered assistance in finding requested items, helping boost customer satisfaction and retention.
- Processed merchandise returns and exchanges for customers to refund payments, trade items and offer store credit.
- Assessed assigned areas and displays to maintain presentable condition, restocking and reorganizing merchandise as needed.
- Readied merchandise for sales floor by marking items with identifying codes and accurate pricing.
- Followed all company policies, rules and procedures to promote company goals and maintain safety.
- Supported managers with organizing store and showcasing new items in eye-catching displays.
Help Desk Analyst, 11/2014 to 02/2017
Einstein Healthcare Network – City, STATE,
Einstein Healthcare Network – City, STATE,
- Assisted customers by troubleshooting and resolving technical problems.
- Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
- Assisted customers with medical applications and technical issues via email, live chat and telephone.
- Handled large volume of phone calls, chat and emails in support.
- Assisted in technical support process refinement to improve customer service and support.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Conducted end-user training and provided technical support on hardware, software and network issues.
- Increased number of resolved job tickets
- Diligently followed up with customers about existing orders, informing on status and responding to questions.
- Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
- Researched, documented and escalated support cases to higher levels of support when unable to resolve issues using available resources.
- Built and maintained successful relationships with service providers, vendors, dealers and consumers.
- Managed user profiles, security access and shared file structures.
- Worked with customer service supervisors to resolve customer concerns on basis.
- Processed inbound and outbound technical support calls.
- Recorded information on support tickets and maintained until problems were resolved.
- Maintained calm, professional demeanor when faced with high demand, high volume workloads.
- Delivered technical support to users each day.
- Created new accounts, reset passwords and configured access to servers and file management software for users.
- Supported customers with online billing, access and account issues.
- Consistently responded to customer service emails within standard window for optimal response.
- Investigated technical issues using knowledge base and personal experience to complete timely resolutions.
- Researched issues on various computer systems and databases to determine resolutions to problems and answer inquiries.
- Assisted online users via live chat, web conference and phone to resolve issues related to use and access.
- Walked customers through processes of installing software or hardware and initial program start up procedures.
Laborer Worker, 06/2012 to 09/2014
Global A 1st Flagship Company – City, STATE,
Global A 1st Flagship Company – City, STATE,
- Operated overhead lifts to move heavy and bulky work materials.
- Used organizational skills to meet productivity requirements.
- Collected and removed debris from work sites to maintain team productivity and minimize safety hazards.
- Maintained baseline safety knowledge to identify areas requiring improvement to meet code.
- Assisted distribution of tools, materials and equipment to skilled workers.
- Communicated with team members to coordinate efficient, safe work and meet job schedules.
- Needle gunned the ship decks
- Scraped old paint from the bulk heads and painted them fresh to look new
- While it was raining went into the ships and took care of the discrepancies (odds and ends that needed to be taken care of within the ships)
- Journeyed in a High-Reach (Cherry Picker) to the highest parts of the ships bulk heads to scrap and paint the Navy Ships.
- Some days I would help the mechanic and electricians with their work.
- I went where I was needed, at any given moment in time.
Education and Training
Certificate of Technology: Computer Networking Security (CNS), Expected in 2015
Lincoln Technical Institute - Philadelphia, Pa - ,
Lincoln Technical Institute - Philadelphia, Pa - ,
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Resume Overview
School Attended
- Lincoln Technical Institute - Philadelphia, Pa
Job Titles Held:
- Long and Foster Case Manager/Customer Service Representative
- Retail Sales Associate
- Help Desk Analyst
- Laborer Worker
Degrees
- Certificate of Technology
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