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Senior Customer Care Agent Resume Example

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Jessica
Claire
resumesample@example.com
(555) 432-1000,
, , 100 Montgomery St. 10th Floor
:
Professional Summary

Dedicated customer service professional with extensive experience in the metropolitan transportation industry. A team player with an outgoing, positive disposition who takes pride and accountability in her work. Also trained with established skills in developing rapport with a diverse clientele. Motivated to maintain customer satisfaction and contribute to company success. Specialized in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Skills
  • Knowledgeable with using office equipment, including computers and associated software
  • Highly organized
  • Exceptional in customer service
  • Understanding the importance and need of following strict time-lines
  • Maintaining attention to details and accuracy while meeting service expectations
  • Excellent in oral and written communication
  • Proficient in multitasking
  • Self-sufficient and works well in a group setting
  • Creative mindset
  • Staff education and training
  • Route dispatch
  • Professional telephone demeanor
Education
College of Southern Nevada Las Vegas, NV, Expected in 2019 : Business Administration - GPA :
Angeles University Foundation, College of Southern Nevada Philippines, Expected in 2006 : Nursing - GPA :
Systems Plus Foundation Philippines, Expected in 2004 High School Diploma : - GPA :
Work History
Atlas Copco Drilling Solutions - Senior Customer Care Agent
Fairfield, CA, 03/2019 - Current
  • Serves as shift/location lead worker.
  • Performs a variety of complex operational support and guidance requiring knowledge of all RTC service operations and the ability to perform paraprofessional level of administrative support.
  • Answers inquiries in regard to RTC ADA Paratransit Certification, transportation services, routes, schedules, stop locations, trip planning and fares.
  • Analyzes scheduling data to ensure trip selections by Customer Care Agents are most efficient.
  • Utilizes street map directory, computer terminal, other transit information and other reference materials.
  • Operates computer terminal such as Trapeze and other standard office equipment required to communicate and assist employees and customers.
  • Acts as point-of-contact for all service contractors and other internal departments.
  • Records and answers more complex/sensitive customer suggestions, requests and complaints; explains service issues and resolutions to customers.
  • Processes escalated complaints and forwards to appropriate authority for investigation and resolution.
  • Investigates and processes refunds related to the RTC Ticket Vending Machines, Mobile technology, etc.
  • Provides additional information and assistance to internal and external customers as required.
  • Maintain records of shift/location activities as required.
  • Provides input to supervisor/manager on staff performance; performs projects and produces daily and monthly reports as assigned.
Nordson Corporation - Customer Care Agent
OH, State, 02/2016 - 03/2019
  • Provides information and assistance to RTC customers requiring comprehensive knowledge of operations, methods and processes of the work unit.
  • Answers inquiries in regards to transportation services, routes, schedules, stop locations, trip planning and fares.
  • Answered average of 100 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing service information.
  • Schedules, changes and deletes certification appointments and trip requests per customer input and following policies, procedures and standards.
  • Utilizes street map directory, computer terminal, other transit information and other reference materials and makes general conclusions based upon research.
  • Appointed to be in charged in representing the department by presenting finished and creative departmental projects.
Nordson Corporation - Customer Service Representative
Remote, CA, 10/2014 - 02/2016
  • Provides services based upon prescribed policies and procedures.
  • Interacts with customers over the phone to provide information in response to inquiries about the client’s transportation and provides same day services, such as scheduling and canceling trips according to client’s request.
  • Working without close supervision in complex work situations.
  • Maintaining attention to detail and accuracy while meeting service expectations.
  • Utilizes street map directory, computer terminal, other transit information and other reference materials and makes general conclusions based upon research.
  • Provides additional information and assistance to internal and external customers as required.
  • Provides information and assistance related to transit services.
  • Interacts with customers over the phone to provide information in response to inquiries about the client’s transportation and provides same day services, such as scheduling and canceling trips according to client’s request.
  • Effectively deals with customers that may be disabled, confrontational and/or hostile.
  • Utilizes the provided software such as Trapeze and Orbital to deliver accurate information.
  • Administers thorough training to new representatives and is the department’s primary mentor for both new and established employees, particularly in challenging situations.
First Transit - Customer Service Representative
City, STATE, 10/2007 - 10/2014
  • Provides information and assistance related to transit services.
  • Interacts with customers over the phone to provide information in response to inquiries about the client’s transportation and provides same day services, such as scheduling and canceling trips according to client’s request.
  • Effectively deals with customers that may be disabled, confrontational and/or hostile.
  • Utilizes the provided software such as Trapeze and Orbital to deliver accurate information.
  • Administers thorough training to new representatives and is the department’s primary mentor for both new and established employees, particularly in challenging situations.

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Resume Overview

School Attended
  • College of Southern Nevada
  • Angeles University Foundation, College of Southern Nevada
  • Systems Plus Foundation
Job Titles Held:
  • Senior Customer Care Agent
  • Customer Care Agent
  • Customer Service Representative
  • Customer Service Representative
Degrees
  • High School Diploma

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