Skilled customer service agent committed to addressing customer concerns with speed, accuracy and professionalism. Customer-focused Representative with a proven capacity to troubleshoot issues to ensure customer satisfaction. Customer Service Representative who maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty. Seasoned Customer Service Manager who has directed call centers consisting of 34 representatives. Innovative Customer Service Manager who effectively executes process changes to improve operational efficiency. Seasoned customer service specialist with background in providing advice on diverse customer situations. High-powered Customer Service Manager who effectively motivates associates through continual guidance, direction, development and coaching. Friendly Customer Service Manager with can-do attitude and willingness to help at all times.
Reduced staff turnover by 30% in one year by implementing several well-received team and morale-building programs. Promoted to Call Center Manager in one year.
Prevented store losses using awareness, attention to detail and integrity. Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges.
Assisted patients with multiple chronic diagnoses, including COPD and asthma. Ensured efficacy of treatments through monitoring of treatment regimens. Coordinated with doctors and registered nurses to develop care plans for patients.
Successfully managed the activities of 34 team members in multiple locations. Created training manuals targeted at resolving even the most difficult customer issues.Developed, implemented and monitored programs to maximize customer satisfaction and manage on-site customer service representatives. Improved service quality and increased sales by developing a strong knowledge of company's products and services. Provided detailed monthly departmental reports and updates to senior management. Addressed negative customer feedback immediately. Provided a high level of product and leadership support to representatives and clients. Routinely prepared and evaluated CRM reports to identify problems and areas for improvement. Effectively communicated with team members to maintain clearly defined expectations. Collected, monitored and evaluated customer requirements to achieve desired delivery time and order fill rates. Resolved customer questions, issues and complaints. Developed and implemented policies, procedures and process improvement initiatives to improve retention rates and increase customer satisfaction.
Collected customer feedback and made process changes to exceed customer satisfaction goals. Made reasonable procedure exceptions to accommodate unusual customer requests. Provided accurate and appropriate information in response to customer inquiries. Demonstrated mastery of customer service call script within specified time frames. Addressed customer service inquiries in a timely and accurate fashion. Built customer loyalty by placing follow-up calls for customers who reported product issues. Formulated and enforced Service Center policies, procedures and quality assurance measures. Provided cross training to 8 new staff members.
Thoroughly explained the characteristics and descriptions of wines and champagnes on the wine list to customers. Strictly abided by all state liquor regulations, particularly in regard to intoxicated persons and minors.Effectively handled customer complaints and special requests. Provided prompt, efficient, friendly, and quality service at all times. Accurately balanced cash register at all times. Quickly mixed a variety of simple and complex cocktails. Consistently kept bar and work areas clean and sanitary in compliance with bar standards and local, state, and federal laws.
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