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Senior Contact Center Representative Customer Service North Resume Example

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Jessica Claire
  • Montgomery Street, San Francisco, CA 94105
  • H: (555) 432-1000
  • C:
  • resumesample@example.com
  • Date of Birth:
  • India:
  • :
  • single:
Summary

Dedicated Customer Service Representative who provides exceptional customer service through active listening and problem solving.

Highlights
  • Completed Avaya and Genesis software phone training
  • Quick learner
  • Credit card processing
  • Strong client relations
  • Computer proficient
  • Multi-line phone talent
  • Organizational skills
  • POS systems expert
  • Well organized skills in call center operations
  • Power point knowledge
  • Exceptional work flow management
  • Microsoft Office proficiency
  • Adheres to customer service procedures
  • Verbal communication skills
  • Scheduling skills
  • Call center management experience
  • Conflict resolution proficiency
Experience
Senior Contact Center Representative/Customer Service North, 08/2014 to Current
Carson-Tahoe Regional Health Care Various Sites, NV,
  • Troubleshooting and provisioning terminals.
  • Answered an average amount calls per day by addressing customer inquiries, solving problems and providing new product information.
  • Charge back experience.
  • Described product to customers and accurately explained details and care of merchandise.
  • Answered product questions with up-to-date knowledge of sales and store promotions.
  • Multitasking with multiply programs and duties.
  • Directed calls to appropriate individuals and departments.
  • Routinely answered customer questions regarding merchandise and pricing.
  • Asked open-ended questions to assess customer needs.
  • Learned, referenced and applied product knowledge information.
  • Explanation of fees and monthly statements.
  • Effectively managed a high-volume of inbound and outbound customer calls.
  • Addressed and resolved customer product complaints empathetically and professionally.
  • Gathered and verified all required customer information for tracking purposes.
  • Defused volatile customer situations calmly and courteously.
  • Accurately documented, researched and resolved customer service issues.
  • Mastery of customer service management systems and databases.
Mortgage/Credit Card Customer Service Representative, 2013 to 03/2014
Citi Corp City, STATE,
  • Effectively managed a high-volume of inbound and outbound customer calls.
  • Answered a constant flow of customer calls.
  • Gathered and verified all required customer information for tracking purposes.
  • Defused volatile customer situations calmly and courteously.
  • Accurately documented, researched and resolved customer service issues.
  • Mastery of customer service management systems and databases.
  • Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
  • Identified chronic customer issues by creating and maintaining customer complaint log.
  • Referred unresolved customer grievances to designated departments for further investigation.
  • Managed high call volume with tact and professionalism.
  • Acted professionally and patiently when addressing negative customer feedback.
  • Offered sales items that best suited the client.
  • Verified correct security information.
  • An unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty.
  • Strategic-relationship/partnership-building skills -- listen attentively, solve problems creatively, and use tact and diplomacy to find common ground and achieve win-win outcomes.
  • Entered new client information into correct systems as well as editing existing client information.
  • Follow up calls with client inquiries that involved in depth research.
Cashier, 09/2011 to 2013
Food Lion City, STATE,
  • Greeted customers entering the store to ascertain what each customer wanted or needed.
  • Provided an elevated customer experience to generate a loyal clientèle.
  • Answered product questions with up-to-date knowledge of sales and store promotions.
  • Bagged, boxed or gift-wrapped sold merchandise per customer's request.
  • Operated a cash register for cash, check and credit card transactions with accuracy.
  • Stocked and replenished merchandise according to store merchandising layouts.
  • Cleaned and organized the store, including the checkout desk and displays.
  • Alerted customers to upcoming sales events and promotions.
  • Identified potential shoplifters and alerted management.
  • Handled all customer relations issues in a gracious manner and in accordance with company policies.
  • Welcomed customers into the store and helped them locate items.
  • Educated customers about the brand to incite excitement about the company's mission and values.
  • Used time efficiently when not serving customers, including cleaning station and stocking shelves.
  • Followed merchandising guidelines to present visually appealing displays.
  • Fostered a positive work environment by consistently treating all employees and customers with respect and consideration.
  • Cultivated a customer-focused shopping environment by greeting and responding to all customers in a friendly manner.
  • Answered customer telephone calls promptly and in an appropriate manner.
Cashier/Runner, 04/2011 to 10/2011
McDonald's City, STATE,
  • Handled money and providing the correct change.
  • Handled drive through and preparing to go bags and foods.
  • Maintained a friendly and composed attitude.
  • Assisted in maintaining preparation and service areas in a sanitary condition Cleaned and inspected kitchen appliances, and work areas Cleaned and organized eating, service, and kitchen areas Cleaned garbage cans with water or steam Filled beverage and ice dispensers Greeted each customer with friendly eye contact Kept ice bins filled Loaded trays with accessories Performed all transactions in a cordial, efficient and professional manner Performed other tasks as assigned by managers.
  • Prepared food items Stocked service stations with items such as ice, napkins, and straws Swept and scrubbed floors Mopped floors and cleaned walk-in refrigerators and storage areas Provided excellent customer service Re-filled individual condiment containers on each table Consistently offered professional, friendly and engaging service.
  • Displayed enthusiasm and knowledge about the menu and products.
  • Cleaned and organized the store, including the checkout desk and displays.
  • Alerted customers to upcoming sales events and promotions.
Education
Bachelor of Science: Psychology, Expected in 2016
to
Kaplan University - Hagerstown, MD
GPA:

Psychology Currently I am attending online courses. The only mandatory things are seminars once a week usually late in the evenings.


This would not interfere with any work situation.

High School Diploma: , Expected in 2011
to
Greencastle Antrim High - Greencastle, PA
GPA:
Skills

Avaya, call center, cash register, communication skills, Credit, client, client relations, customer relations, excellent customer service, customer service, databases, editing, fast, merchandising, money, Microsoft Office, PowerPoint, win, Multitasking, Organizational skills, policies, POS, pricing, Quick learner, research, sales, Scheduling, seminars, store merchandising, Strategic, telephone, phone, Troubleshooting, Verbal communication skills, Well organized, workflow

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Resume Strength

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  • Target Job

Resume Overview

School Attended
  • Kaplan University
  • Greencastle Antrim High
Job Titles Held:
  • Senior Contact Center Representative/Customer Service North
  • Mortgage/Credit Card Customer Service Representative
  • Cashier
  • Cashier/Runner
Degrees
  • Bachelor of Science
  • High School Diploma

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