resolution agent resume example with 6+ years of experience

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

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, adequate time management and problem-solving skills.

  • Calm and Professional Under Pressure
  • Exceptional Customer Support
  • Technical Proficiency
  • Understanding Customer Needs
  • Meeting Sales Goals
  • Building Customer Loyalty
  • Sales and Promotions
  • Strong Communication and Interpersonal Skills
Work History
02/2022 to Current Resolution Agent Centerpoint Energy | Gulfport, MS,
  • Recorded details of conversations, complaints and actions taken in CRM.
  • Collaborated with Retailers to resolve customer complaints and drive customer experience.
  • Identified and assessed customer's needs quickly and accurately.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Responded proactively and positively to rapid change.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Delivered prompt service to prioritize customer needs.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
  • Maintained up-to-date knowledge of product and service changes.
  • Answered calls, and emails per day, addressing customer inquiries, solving problems and providing product information.
  • Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Managed timely and effective replacement of damaged or missing products.
  • Applied highly effective selling skills while properly engaging and presenting solutions to customers.
  • Handled over 200 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
02/2022 to 06/2022 Processor Charter Spectrum | Reno, NV,
  • Responsible for answering multiple phone lines routing calls to appropriate departments
  • Take customer information to assist customer approval for financing
  • Interacted regularly with peers and management to promote teamwork-focused environment.
  • Communicated with Processing Supervisor if unable to achieve timeline or resolve error.
  • Researched and resolved discrepancies to maintain accuracy.
  • Utilized Acima Portal to locate and retrieve customer information.
06/2021 to 01/2022 Customer service representative Maximus | City, STATE,
  • Accepted inbound calls from consumers requesting assistance regarding Affordable Care act
  • Assisted with information regarding insurance coverage for themselves and family members
  • Maintained high quality standards while providing excellent customer service
  • Recognized as a source of information to peers and management, through help with creating a format in training process.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
10/2010 to 08/2016 Forklift Driver /Mentor /Forman/Industrial Sales Representative Irwin Industries | City, STATE,
  • Fire watching, hole watching, bottle watching, and satisfactorily completing assigned task requiring hard labor
  • Responsible for promoting safe and clean working environment and communicated with prior shift to assess work needs each day
  • Very flexible work schedule to help ensure coverage for providing excellent customer service, to assist with emergencies to fix unsafe conditions
  • Mentored and trained over 30 short service employees during turnarounds and regular year-round work, which required implementing knowledge of safety procedures, tool preparations and inform of hazards in jobsites
  • Maintain high KPI’s and maximizing overall performance month to month in all metrics/ expectations
  • Excellent customer service skills as well as ability to assist and develop others, leading and being a resource for team and new hires
  • Exceeded sales goals, increased revenue and facilitated sales.
  • Maintained routine communication with clients to assess overall satisfaction, resolve complaints and promote new offerings.
  • Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
  • Used consultative sales approach to understand and meet customer needs.
  • Contacted customers and prospects to generate new business to achieve company growth goals.
  • Identified prospect needs and developed appropriate responses along with information on suitable products and services.
Expected in 06/2006 to to High School Diploma | San Pedro High, San Pedro, CA GPA:
Expected in to to Police Explorers Certificate of completion San | Los Angeles Harbor College, Wilmington, CA GPA:

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Resume Overview

School Attended

  • San Pedro High
  • Los Angeles Harbor College

Job Titles Held:

  • Resolution Agent
  • Processor
  • Customer service representative
  • Forklift Driver /Mentor /Forman/Industrial Sales Representative


  • High School Diploma
  • Police Explorers Certificate of completion San

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