senior customer service representative resume example with 13 years of experience

Jessica Claire
Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000 - Cell: - - -
Career Overview
Dedicated and experienced Customer Service Representative/Supervisor motivated to maintain customer satisfaction and company success.
Core Strengths
  • Adaptive team player
  • Skilled in documentation, Executive management support, filing, internet research, time
  • management, multi-tasking
  • Extensive knowledge and use of Microsoft Word, Excel, PowerPoint, Office Suite, Outlook,
  • PeopleSoft, and Lotus Notes
  • Customer Service -Researched, calmed, and rapidly resolved client conflicts to prevent loss of key accounts.
  • Computed data reports -Provided required weekly, monthly, and quarterly reports detailing quality control monitoring for call center operations -Handled customers effectively by identifying needs, quickly gaining trust, and by approaching complex situations confidently -Customer Assistance -Worked with various departments such technical support, Accounting, and Distribution to ensure customer satisfaction was achieved timely and efficiently -Investigated and analyzed client complaints to identify and resolve issues.
  • Human Resources -Facilitated onboarding of new employees by scheduling training, answering questions, and processing paperwork -Conducted applicant screenings -Scheduled entrance interviews -Performed administration tasks such as filing, developing spreadsheets, faxing reports, photocopying collateral, and scanning documents for inter-departmental use -HRIS Technologies -Benefits Administration -Recruitment and Retention.
Work Experience
03/2016 to 07/2016
Senior Customer Service Representative Huntsville, AL,
  • Addressed web-site inquiries, including navigation, account support, and fraud cases -Created new processes for increasing customer service satisfaction -Developed highly empathetic client relationships and earned reputation for exceeding customer quality goals -Interacted with customers and retail buyers to follow-up on shipping statuses and expedited orders -Promptly responded to general inquiries from members, staff, and clients via email and fax -Guaranteed positive customer experiences and resolved all customer complaints in an inbound call center -Facilitated information flow between customer service, account management operations, quality assurance, and training to guarantee call center objectives were met.
03/2008 to 03/2016
Senior Customer Service Lead Orlando, FL,
  • Maintained detailed administrative and procedural processes to improve call center accuracy and efficiency -Improved communication efficiency as primary liaison between departments, clients, and vendors -Led a team of 20-35 customer service representatives to increase service center profitability -Built customer loyalty by placing follow-up calls for customers who reported product issues, and assisted worked with warranty care team to process claims -Worked with upper management to ensure appropriate changes were made to improve customer satisfaction -Properly directed inbound calls in phone queues to improve call flow -Maintained and exceeded call center goals, resulting in several awards and accolades.
05/2005 to 08/2008
Human Resources Generalist Graybar Electric Company, Inc. Norcross, GA,
  • Recruited, interviewed, and selected applicants -Served as a link between management and employees by handling questions, interpreting, and administering contracts, and helping resolve work-related problems -Answered employee questions regarding benefits issues -Worked with HR advisors and HR representatives on establishing consistent hiring practices -Addressed inquiries from employees and management regarding new-hire activity and ongoing employee relation issues -Reviewed federal and state laws to confirm and enforce company compliance.
01/2000 to 11/2001
Customer Service Representative Ashley Furniture City, STATE,
  • Responded to customer inquiries, providing information on bank accounts, policies, products, and services for a high-call volume department -Assessed needs of customers, suggesting products and services accordingly -Researched and resolved service-related products -Ensured departmental compliance with company and regulatory agency records management and retention policies and procedures -Opened/closed accounts including Checking and Savings; ordered banks supplies, ATM/debit cards; processed stop payments, and provided navigational assistance with online banking -Served as first point of contact and technical resource for all customer inquires and issues;Managed customer profiles, updated customer information, and directed customers to correct inter-department personnel if needed.
Educational Background
Expected in 2005
Associate of Applied Science: Business Management Business and Communication
Tarrant County College - Arlington, TX
Business Management Business and Communication
Expected in 2008
Bachelor of Science: Business Administration
American Intercontinental University - Arlington, TX
Business Administration
Expected in
-Coursework in Business Administration and Organizational Development:
- ,
account management, administrative, agency, ATM, banking, benefits, Business Administration, call center, conflict resolution, contracts, client, clients, customer satisfaction, customer service, debit, documentation, email, Executive management, fax, filing, hiring, HR, listening, Lotus Notes, Excel, Office Suite, Outlook, PowerPoint, Microsoft Word, multi-tasking, navigation, internet research, Organizational Development, Strong organizational skills, PeopleSoft, personnel, policies, processes, quality, quality assurance, retail, shipping, team player, Telecommunication, phone, time management, web-site

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Resume Overview

School Attended

  • Tarrant County College
  • American Intercontinental University

Job Titles Held:

  • Senior Customer Service Representative
  • Senior Customer Service Lead
  • Human Resources Generalist
  • Customer Service Representative


  • Associate of Applied Science
  • Bachelor of Science
  • -Coursework in Business Administration and Organizational Development

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