senior account expert resume example with 20+ years of experience
Jessica
Claire
resumesample@example.com
(555) 432-1000,
, , 100 Montgomery St. 10th Floor
:
Summary
Dedicated and communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Skills
Effective Customer Upselling
Staff Training and Motivation
Food Safety and Sanitation
Stock Management
Processing Payments
Team Member Motivation
Account Servicing
Customer Service
Analytical
Organizational Skills
Team Building
Data Collection
Microsoft PowerPoint
Call Center Operations
Data Evaluation
Customer Relations
Microsoft Outlook
Multi-Task Management
Critical Thinking
Problem Resolution
Project Management Abilities
Conflict Mediation
Creative Problem Solving
Adaptive Team Player
Microsoft Office Expertise
Call Management
Typing Proficiency
Computer Proficiency
Medical Terminology Knowledge
Customer Relationship Management (CRM)
Appointment Scheduling
Inbound and Outbound Calling
Education and Training
University of PhoenixTempe, AZExpected in 05/2011 ā āBachelor of Science:Psychology - GPA:
Goochland High SchoolGoochland, VAExpected in 06/2001 ā āHigh School Diploma: - GPA:
Freshman-Senior Years (1997-2001) - Honor Roll
(2008,2009,2010,2011) - Dean's List
Additional Coursework in LifeSpace Crisis Intervention (2010, 2011, 2012)
3.8 GPA
Top Ranked: 25%
Member of National Honor Society, 1999, 2000, 2001
Certifications
Certified by the Pharmacy Technician Certification Board (PTCB)
Experience
County Of Gwinnett - Senior Account Expert Lawrenceville, GA, 12/2017 - 05/2023
Delivered exceptional account service to strengthen customer loyalty.
Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
Listened to customer needs to identify and recommend best products and services.
Identified customer needs by asking questions and advising on best solutions.
Greeted and assisted customers to foster a trusting and caring relationship.
Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Answered inbound calls, chats and emails to facilitate customer service.
UMFS - Therapeutic Behavioral Specialist City, STATE, 04/2008 - 12/2017
Worked directly with students and discussed behavioral goals and implementation of behavior intervention programs.
Collected data via direct student observation and consultation with classroom teachers regarding student behaviors.
Presented student behavioral data during IEP meetings to determine plan changes and progress.
Wrote goal-oriented programs and evaluated and documented progress and participation in weekly interdisciplinary treatment team conferences.
Devised and implemented individualized professional learning resources, systems and coursework to boost teaching aptitudes.
Wrote comprehensive goals and patient treatment plans.
Talked with family members during period when patients could not self-advocate.
Consulted with other professionals, agencies and universities to discuss therapies, treatments, counseling resources and techniques.
KFC Restaurant - Front End Customer Service Manager City, STATE, 01/2002 - 09/2013
Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Completed thorough opening, closing and shift change functions to maintain operational standards each day.
Resolved customer inquiries and complaints requiring management-level escalation.
Delegated work to staff, setting priorities and goals.
Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Recruited and trained new employees to meet job requirements.
Reviewed completed work to verify consistency, quality and conformance.
Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
Assigned work and monitored performance of project personnel.
Interviewed prospective employees and provided input to HR on hiring decisions.
Trained workers in food preparation, money handling and cleaning roles to facilitate restaurant operations.
Monitored food storage, handling, preparation and delivery to maintain health and safety standards.
Created and adjusted department schedules and individual shift assignments.
Purchased food and supplies according to department needs.
Beaumont Juvenile Correctional Center - Correctional Officer City, STATE, 01/2004 - 04/2008
Inspected cells and conducted random searches of common areas.
Monitored daily activities to identify and manage suspicious behavior, improper conduct and signs of conflict.
Employed de-escalation techniques, verbal commands and physical and mechanical restraints to address unruly inmates.
Observed inmate behavior to prevent crime, escape attempts and other dangerous activities.
Detected potential threats and quickly defused conflicts.
Maintained clear and open communications with facility areas to support safe operations.
Supervised residents during meal distribution and intake, recreation time and work-site performance.
Applied non-violent response tools and physical restraint during problematic situations.
Maintained inmate logs and entered information into electronic offender record systems for regulatory monitoring.
Transported inmates to and from medical and dental appointments, funerals, work details and court hearings.
Informed inmates and visitors of rules, safety and security procedures and responsibilities.
Enforced resident behavior management protocols and drafted incident reports for infractions.
Received property from incoming inmates, provided receipts and inspected items for contraband.
Processed inmate intake and re-assignment by completing paperwork, conducting searches and recording fingerprints.
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