senior customer service representative resume example with 18+ years of experience
JessicaClaire
Montgomery Street, San Francisco, CA94105609 Johnson Ave., 49204, Tulsa, OK Home: (555) 432-1000 - Cell: - resumesample@example.com - : - -
Summary
Cheerful and upbeat Customer Service professional with history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions.
Skills
Account management
Order fulfillment
Complaint resolution
Customer support
Call control
Credit card processing
Cross-functional collaboration
Inbound and outbound calling
Call center experience
Customer service
Customer relations
Clerical support
Shipping and receiving understanding
Quality assurance controls
Credit card payment processing
Senior leadership support
Employee coaching
Office equipment proficiency
High-energy attitude
Project management abilities
Experience
03/2007 to Current
Senior Customer Service RepresentativeOwens & Minor, Inc. – Albuquerque, NM,
Memorized company products and services to answer customer questions quickly and capitalize on upsell opportunities.
Monitored customer accounts to track outstanding issues and implement new solutions.
Assisted customers by answering questions, addressing concerns and providing current account information.
Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.
Improved customer satisfaction and retention by proactively reviewing new customer accounts and reaching out to offer assistance.
Met and exceeded performance goals to support long-term company growth and market dominance.
Cross-sold services and products on 85% to consistently increase team revenue.
Handled approximately sixty calls each day, including new sign-ups, service cancellations and cross-selling opportunities.
Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Educated customers about products, pricing and policies to address and resolve issues.
04/2006 to 03/2007
Leasing ConsultantMorguard Reit 4.5Deb – Boynton Beach, FL,
Conducted background checks on applicants.
Showed tenants around properties, highlighting features and redirecting concerns to capture interest.
Received rent payments and tracked these transactions in Onesite.
Increased occupancy from 80% to 98% through marketing and sales.
Maintained thorough, accurate and compliant records for internal and regulatory audits.
Coordinated general maintenance and repairs to keep facilities operational and attractive.
Maintained accurate records of all correspondence with and from tenants.
Oversaw daily operations, maintenance and administration of various properties.
Implemented business strategies to maximize tenant satisfaction and reduce vacancies.
Provided tours of property and amenities to prospective tenants and offered valuable information regarding major features.
Maintained high customer approval rating as result of dynamic service, exemplary support and interpersonal communication.
Promoted high level of customer service and assistance by greeting clients, responding to concerns, showing units and quickly resolving issues.
Marketed property to prospective tenants by giving tours and pointing out key features.
Used effective communication methods to quickly resolve issues among residents.
Inspected outside of property on weekly basis and immediately notified Maintenance department to remedy issues and maintain curbside appeal.
Tracked all leads using Onesite and followed up with interested parties within 24 hours.
Answered calls and responded to inquiries from various parties, using strong active listening and open-ended questioning skills to resolve problems.
Contacted and followed up with tenants on renewal notices.
Developed strong, professional relationships with employees s and residents by initiating collaboration and delivering exemplary service and engagement.
Encouraged prospective tenants to fill out applications after property tours.
Settled tenant conflicts in the most effective manner possible.
Responded quickly to concerns regarding community from prospective and current residents.
05/2001 to 02/2003
CashierThe Cheesecake Factory – Newark, DE,
Processed returned items in accordance with store policy.
Helped customers find specific products, answered questions and offered advice.
Assisted with purchases, locating items and signing up for rewards programs.
Processed [Number] transactions per day with exceptional accuracy.
Resolved issues with cash registers, card scanners and printers.
Worked closely with front-end staff to assist customers.
Received payments for [Product or Service] and issued receipts.
Welcomed customers, offering assistance to help find necessary store items.
Processed all sales transactions accurately and promptly to prevent long customer wait times.
Processed customer payments quickly and returned exact change and receipts.
Assisted [Job title]s with completing end-of-day counts and securing funds to prevent loss or theft.
Wrapped items and bagged purchases properly to prevent merchandise breakage.
Properly verified customer identification for alcohol or tobacco purchases.
Wiped down counters and conveyor belt to remove debris and maintain cleanliness.
Trained new team members in cash register operation, stock procedures and customer service.
Completed daily recovery tasks to keep areas clean and neat for maximum efficiency.
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