Phone Agent Resume Example

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

Practiced soft skills with more than 6 years of experience contributing to client satisfaction, retention, and loyalty. Skilled in identifying and targeting individual needs, recommending products and services, and delivering customized solutions and hands-on support. Adept at working collaboratively to deliver timely and quality responses to service requests. Offering proven history of success within call center environments, continuously surpassing goals while complying with company standards and mission.

  • Customer support
  • Documentation and reporting
  • Customer assistance
  • High volume environments
  • Client notes
  • Inquiry response
  • Knowledgeable in online education

  • Client communication
  • Calm disposition
  • Customer service optimization
  • Quality assurance
  • Problem-solving skills
  • Customer Relationship Management
  • Performance improvement
  • Microsoft Office
  • Complaint resolution
  • Inbound phone calls
  • Verbal and written communication
  • Sales expertise
  • Cash Handling
  • Brand representation
  • Call center operations
  • Till counting
  • Technical Support
  • Answering questions
  • Gathering information
  • Account management
  • Logging call information
Work History
07/2019 to Current Phone Agent Lifescape | Sioux City, IA,
  • Delivered outstanding service to clients to maintain and extend relationships for future business opportunities.
  • Pleasantly greeted customers on phone and asked open-ended questions to determine reason for call.
  • Interacted with clients on regular basis to quickly alleviate issues and provide status reports.
  • Surveyed customers by phone to promote products and services that would best fit needs.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
  • Educated customers on company systems, form completion, and access to services.
  • Conferred with customers about concerns with products or services to resolve problems and drive sales.
  • Engaged in continuous learning and development opportunities to promote continued performance improvement.
  • Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.
  • Answered average of calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.

  • Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
  • Entered customer interaction details in [Software] to track requests, document problems and record solutions offered.
  • Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.
  • Applied strong communication and negotiation skills regarding refunds and merchandise exchanges.
  • Achieved and consistently exceeded revenue quota through product and service promotion.
  • Reduced downtime to support quality control, boost revenue and complete projects on time and under budget.
  • Assisted team leaders by providing [Timeframe] status and performance reports to provide information on areas for improvement.
02/2021 to 07/2021 Direct Support Professional Lupoli | Chelmsford, MA,
  • Maintained clean, safe and well-organized patient environment.
  • Supervised daily activities and provided assistance when needed.
  • Worked to improve and enhance patient lives through effective and compassionate care.
  • Completed entries in log books, journals and care plans to document accurately report patient progress.
  • Assisted disabled clients in any way necessary to facilitate independence and well-being.
  • Enhanced successful patient outcomes by helping each participate in recreational activities alone or in groups.
  • Developed rapport to create safe and trusting environment for care.
  • Administered medication as directed by physician.
  • Monitored progress and documented any patient health status changes, keeping healthcare team updated.
  • Promoted health and wellness in psychiatric patients by providing caring emotional support and encouragement.
  • Helped with home management tasks such as preparing meals, grocery shopping, and cleaning.
  • Updated patient files with current information about vitals, behaviors and other data relevant to [Job title] treatment planning.
  • Kept clients engaged in social networks and communities.
  • Arranged transportation and accompanied patients to doctors' offices or errands.
  • Minimized injuries to staff or patients by offering important support or restraint to control patient movements.
  • Analyzed overall client performance and recommended adjustments to care plan goals.
  • Evaluated client progress toward established annual and quarterly goals.
  • Consulted with different healthcare disciplines to offer important mental health support to [Type] patients.
  • Assisted patients with adjusting to hospital procedures and helped each thrive in highly structured settings.
  • Helped with diagnosing patients and delivering treatments with timely medication administration and specimen collection.
03/2016 to 02/2021 Store Manager Dollar General | City, STATE,
  • Managed inventory control, cash control and store opening and closing procedures.
  • Assisted team members with delivering friendly, knowledgeable service by applying proactive monitoring and corrective action strategies.
  • Optimized store displays and appearance via strategic merchandising.
  • Resolved customer service issues promptly.
  • Rotated merchandise and displays to feature new products and promotions.
  • Managed all aspects of store operations, including organization, maintenance and purchasing functions.
  • Completed all point of sale opening and closing procedures, including counting contents of cash register.
  • Managed inventory control processes to restore back stock, control costs and maintain sales floor levels to meet customer needs.
  • Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
  • Trained team members in successful strategies to meet operational and sales targets.
  • Helped with planning schedules and delegating assignments to meet coverage and service demands.
  • Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets.
  • Implemented daily operating procedures to keep store clean, adequately stocked and well-organized.
  • Scheduled and led weekly store meetings for all employees to discuss sales promotions and new inventory while providing platform for all to voice concerns.
  • Maintained store quality standards to optimize customer experience, drive customer traffic and positively impact store profitability.
  • Protected store from loss or theft by setting and enforcing clear security policies.
  • Completed routine store inventories.
  • Answered questions about store policies and addressed customer concerns.
  • Exhibited excellent people skills during interaction with employees and customers.
  • Coached employees and trained on methods for handling various aspects of sales, complicated issues and difficult customers.
  • Delivered positive results by controlling monthly operations budget and limiting financial discrepancies.
  • Submitted orders for new inventory.
  • Completed daily paperwork and computer entry of sales data as established by management.
  • Promoted professional growth and facilitated talent development of each associate to drive performance excellence.
  • Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
  • Maintained clean, adequately stocked and organized store by streamlining daily operations and introducing new procedures.
  • Effectively allocated tasks during high-traffic times to keep operations running smoothly and employees focused.
  • Coordinated weekly conferences with store associates to communicate sales and customer service goals.
  • Met or surpassed business targets regularly through employee engagement and forward-thinking planning.
  • Controlled store inventory and reviewed cash handling and operations reports.
  • Set effective store schedules based on forecasted customer levels, individual employee knowledge and service requirements.
  • Supervised guests at front counter, answering questions regarding products.
  • Assessed job applications and made hiring recommendations to bring in top candidates for key vacancies.
  • Promoted team collaboration, performance and efficiency by fostering healthy environments focused on mutual success.
  • Rotated stock to achieve optimum appeal and minimize shrinkage.
  • Examined merchandise to verify correct pricing and attractive displays.
  • Supported professional development of team members and supervisors at all levels to place knowledgeable candidates in leadership roles.
  • Trained and developed new employees for ease of transition into team.
  • Conducted inventory and managed purchasing processes and replenishment activities to keep products stocked at all times.
  • Inspected merchandise for quality and arranged proper display location on floor.
  • Handled inventories, cash and payroll procedures and managed controllable P&L line items.
  • Established and optimized schedules to keep coverage and service in line with forecasted demands.
  • Upheld and communicated store programs and standards to employees for optimal quality, freshness, safety and cleanliness.
  • Reviewed performance data to monitor and measure productivity, goal progress and activity levels.
  • Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
  • Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands.
  • Walked through store areas every [Timeframe] to identify and proactively resolve issues negatively impacting operations.
  • Improved sales process and tracking with implementation of new point of sale (POS) system.
  • Cultivated customer loyalty to enhance retention by delivering outstanding service.
  • Submitted reports to senior management to aid in business decision-making and planning.
  • Minimized on-site cash with frequent deposits and high accuracy in predicting operations.
  • Reduced company expenditures and met budget targets by closely monitoring, tracking and controlling expenses.
  • Kept orderly and accurate accounting records by monitoring sales documentation.
  • Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
  • Reviewed reports of cash and operations to effectively control store inventory.
  • Created visual store strategy based on market trends.
  • Managed controllable P&L line items, including inventory, cash and payroll.
  • Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
  • Monitored and minimized liability of discontinued and damaged inventory by executing timely returns to vendors according to vendor return policies.
  • Managed labor scheduling to maximize productivity and maintain adequate staffing levels to effectively operate business.
Expected in No Degree | Psychology Somerset Community College, Somerset, KY GPA:
Expected in 07/2007 High School Diploma | Southwestern High School, Somerset, KY GPA:

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Resume Overview

School Attended
  • Somerset Community College
  • Southwestern High School
Job Titles Held:
  • Phone Agent
  • Direct Support Professional
  • Store Manager
  • No Degree
  • High School Diploma

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