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Jessica Claire
Montgomery Street, San Francisco, CA 94105
Home: (555) 432-1000 - Cell: - resumesample@example.com - -
Summary

Customer Service Manager committed to delivering success through effective personnel and workflow management.

Highlights
  • High customer service standards
  • Call center management experience
  • Customer service management expertise
  • Strong problem solving ability
  • Telecommunications knowledge


  • Dedicated to process improvement
  • Conflict resolution proficiency
  • Devoted to data integrity
  • Strong problem solving ability
  • Negotiation competency

Accomplishments

Managed call flow with up to [100]calls in queue per hour.

Exceeded corporate target for customer satisfaction for [5] years in a row.

Promoted to Call Center Manager in [2007].

Experience
02/2011 to Current
Seasonal Tele-Collector Coxhealth Hollister, MO,

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 timeframes.

Addressed customer service inquiries in a timely and accurate fashion.

Maintained up-to-date records at all times.

Developed effective relationships with all call center departments through clear communication.

Trained staff on how to improve customer interactions.

Properly directed inbound calls in phone queues to improve call flow.

11/2007 to 11/2009
Telecommunications Specialist Safran Group Irving, TX,

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 timeframes.

Addressed customer service inquiries in a timely and accurate fashion.

Maintained up-to-date records at all times.

Developed effective relationships with all call center departments through clear communication.

Ran reports and supplied data to fulfill customer report requirements.

Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.

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.

Developed process improvements to enhance efficiency and effectiveness of inter-department call center operations.

Facilitated information flow between customer service, account management operations, quality assurance, training and payroll departments to guarantee call center objectives were met.

Properly directed inbound calls in phone queues to improve call flow.

Provided cross training to [8] staff members.

07/1997 to 11/2007
CUSTOMER SERVICE REPRESENTATIVE A T & T City, STATE,

Made reasonable procedure exceptions to accommodate unusual customer requests.

Provided accurate and appropriate information in response to customer inquiries.

Addressed customer service inquiries in a timely and accurate fashion.

Maintained up-to-date records at all times.

Developed effective relationships with all call center departments through clear communication.

Ran reports and supplied data to fulfill customer report requirements.

Built customer loyalty by placing follow-up calls for customers who reported product issues.

Properly directed inbound calls in phone queues to improve call flow.

Education
Expected in 1991
High School Diploma: HIGH SCHOOL DIPLOMA
M A T C - MILWAUKEE, WI
GPA:

[HONORS] Academic Achievement Award

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resume Strength

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Resume Overview

School Attended

  • M A T C

Job Titles Held:

  • Seasonal Tele-Collector
  • Telecommunications Specialist
  • CUSTOMER SERVICE REPRESENTATIVE

Degrees

  • High School Diploma

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