senior customer service representative lead resume example with 8+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • Home: (555) 432-1000
  • Cell:
  • :
Personable customer service professional offering over 25 years of experience resolving account and service concerns for customers. Smoothly uncover and solve challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success. Conscientious solving problems creatively and using tact and diplomacy to achieve win-win outcomes. Great team player, comfortable thriving in competitive and fast-paced environments. Polite, professional, and successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships, and growing businesses. Ability to track reports and advanced clerical knowledge. Flexible Multi-line phone proficiency. Customer support documentation and reporting. Public speaking and strong verbal communication Order management, inbound call management, and dispatch coordination Database management, schedule coordination, and customer relationship management. Excellent is esculations and customer defusions
  • Guest services
  • Inventory control procedures
  • Merchandising expertise
  • Loss prevention
  • Cash register operations
  • Product promotions
Senior Customer Service Representative Lead, 07/2019 to 02/2021
Reach Inc.Petersburg, AK,
  • Achieved timely resolutions with excellent research and problem-solving abilities.
  • Increased sales with effective cross-selling and upselling of related products to existing customers
  • Delivered prompt and professional service to clients directly and as escalation support for junior associates
  • Advocated for company brands with established, new, and dissatisfied customers
  • Updated records with all interactions and customers transactions
  • Helped improve processes and products by relaying customer feedback
  • Resolved customers' service or billing complaints by performing activities such as exchanging merchandise,refunding money, or adjusting bills
  • Met inbound customer needs while maintaining strict performance targets
  • Referred unresolved customer grievances to designated departments for further investigation
  • Supported associates in other departments by offering expert advice on customer service operations and procedures for handling various common problems
  • Updated office files daily and kept records organized
  • Enhanced customer satisfaction with fast, knowledgeable service
  • Served customers by going above-and-beyond to offer exceptional support for all needs
  • Protected customer and company information with strict use of established security procedures
  • Answered inbound calls each day to handle various concerns, set appointments, and close sales
  • Handled customers' advanced needs with properly escalated calls and scheduled service appointments
  • Preserved customer loyalty by quickly and completely resolving complaints
  • Mobilized teams quickly for emergency needs, calling in team members and contractors to meet demands
  • Relayed work orders, messages, and information to or from work crews, supervisors, and field inspectors,using telephones or two-way radios
  • Improved employee performance by coordinating workflow and implementing performance incentives
  • Controlled office supplies, including placing new orders, monitoring usage, and coordinating regularrestocking
  • Motivated employees to continuously grow knowledge and enhance abilities.
March Operations, 12/2016 to 06/2019
Cornerstone Building BrandsShelbyville, IN,
  • Evaluated account and service histories to identify trends, using data to mitigate future issues
  • Offering internal and external customers first-rate customer service to maximize satisfaction and business success
  • Compiled customer feedback and recommended service delivery improvements to management
  • Retained accounts by addressing potential cancellations and offering catered solutions to maintain account status
  • Reinforced established quality control standards and followed procedures for optimal customer interactions
  • Entered customer data into Avionte system and communicated service concerns
  • Performed data entry with Excel to record call notes, suggestions and questions
  • Provided primary customer support to internal and external customers in a fast-paced environment
  • Maintained accurate and current customer account data with manual forms processing and digital information updates
  • Read, analyze and interpret complex procedures and regulations while drafting general correspondence to facilitate administrative processes.
Service Manager, 08/2021 to Current
Mountain Home Stove And FireplaceCity, STATE,
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Assisted staff with resolving complex customer issues and implementing targeted solutions.
  • Established and maintained positive relations with drivers, creating work environment to embrace, promote and lead continuous improvement efforts.
  • Managed daily scheduling of labor and equipment needs and changes, embracing continuous improvement efforts.
  • Processed accounts receivable, accounts payable and payroll, utilizing in-house software.
  • Set schedules, implemented new policies and worked with managers to optimize operational procedures and establish clear objectives.
  • Explained benefits, features and recommendations to maximize client retention.
  • Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
  • Trained new hires on products and services, best practices and protocols to reduce process gaps.
  • Organized client contracts, records and reports to strengthen traceability.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Consulted with customers to resolve service and billing issues.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Made outbound calls to obtain account information.
  • Set up and activated customer accounts.
  • Mentored new employees on procedures and policies to maximize team performance.
  • Sent copies of invoices and statements to customers to facilitate payment of outstanding invoices.
  • Researched customer billing issues and resolved problems to facilitate receipt of overdue monies and promote good customer relationships.
  • Processed posting and reconciling payments and addressed aged receivables.
  • Processed monthly payments and researched payment discrepancies.
  • Worked closely with internal teams to resolve customer billing and payment issues.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Managed customer expectations by clarifying needs, identifying options and recommending products and services.
Customer Service Representative, 12/2013 to 02/2017
Flooring Services Of TexasCity, STATE,
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards
  • Maintained accurate and current customer account data with manual forms processing and digital information updates
  • Compiled customer feedback and recommended service delivery improvements to management
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions
  • Consulted with outside parties to resolve discrepancies and create effective solutions
  • Answered constant flow of customer calls.Answered customer telephone calls promptly and in appropriate manner
  • Provided primary customer support to internal and external customers in a fast-paced environment
  • Cross-trained and backed up other customer service managers
  • Managed timely and effective replacement of damaged or missing products
  • Met all customer call guidelines including service levels, handle time and productivity
  • Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
  • Provided basic technical support for clients on wide range of company products
  • Investigated and resolved customer inquiries and complaints quickly
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Education and Training
High School Diploma: , Expected in 01/1992 to B.F. Terry High School - Rosenberg, TX

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Resume Overview

School Attended

  • B.F. Terry High School

Job Titles Held:

  • Senior Customer Service Representative Lead
  • March Operations
  • Service Manager
  • Customer Service Representative


  • High School Diploma

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