Call Center Representative versed in customer support in high call volume environments. Superior computer skills and telephone etiquette.
Handled and distributed all incoming and outgoing mail. Verified and logged in deadlines for responding to daily inquiries. Completed daily rounds to inspect facilities equipment. Managed and updated equipment records. Refurbished furniture and ordered replacement pieces when necessary. Stooped, climbed ladders and lifted heavy loads during set-up for events. Regularly updated the maintenance database using computer workstations.
Developed humane training solutions to address animal behavior problems. Emphasized the use of positive training techniques and owner education in resolving behavior issues. Observed general shelter population for illness and injury. Prioritized animal safety and comfort at all times. Ordered supplies, tools and equipment.
Relayed customer messages to clients in a timely manner. Assisted with the development of the call center's operations, quality and training processes. Worked with upper management to ensure appropriate changes were made to improve customer satisfaction. Created training manuals targeted at resolving even the most difficult customer issues. Addressed negative customer feedback immediately. Developed rapport with the customer base by handling difficult issues with professionalism. Promoted to Shift Supervisor in June of 2010.
Collected customer feedback and made process changes to exceed customer satisfaction goals. Made reasonable procedure exceptions to accommodate unusual customer requests. Demonstrated mastery of customer service call script within specified timeframes. Trained staff on how to improve customer interactions. Developed and implemented policies, procedures and process improvement initiatives to improve retention rates and increase customer satisfaction.Assisted in training of new customer service representatives.
Dispatched messages from callers to clients in timely manner. Properly directed inbound calls in phone queues to improve call flow. Led a team of customer service representatives to increase service center profitability. Addressed customer service inquiries in a timely and accurate fashion. Promoted to Shift Supervisor in June of 2006. Developed, implemented and monitored programs to maximize customer satisfaction and manage on-site customer service representatives. Recommended changes to existing methods to increase the accuracy, efficiency and responsiveness of the customer service department.
Final GPA of 3.6
Assisted in teaching younger students through school music programs.
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