senior customer service specialist resume example with 15+ years of experience
Jessica
Claire
resumesample@example.com
(555) 432-1000,
, , 100 Montgomery St. 10th Floor
:
Summary
Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued.
Proven expertise in insurance products, service and customer needs. Familiar with analyzing documentation, liaising between parties and handling both routine and complex issues each day. Identifies and resolves concerns while promoting new products and meeting sales objectives.
Skills
Training and development
Product location
Sales
Client engagement
Business writing
Customer relations
High-energy attitude
Microsoft Office expertise
Credit card payment processing
Shipping and receiving understanding
Stockroom procedures
Inbound and Outbound Calling
Direct sales
Schedule mastery
Education and Training
Arizona Department of InsyFlagstaff, AZ, Expected in 2005 ā āProperty And Casualty License :Insurance - GPA:
Northland Pioneer CollegeHolbrook, AZExpected in ā ā:Certificate in Modern Office Fundamentals - GPA:
Completed professional development in office: AIS 115/10-key, AIS145*Introduction to MS Word, Records Management, and AIS 110/keyboarding and formatting.
Experience
Yrc Worldwide - Senior Customer Service Specialist Cedar City, UT, 08/2009 - Current
Maintained customer account notes in [Software] for future reference.
Answered customers' questions and addressed complaints in-person or by phone to immediately rectify issues.
Handled escalated queries and complaints from customers and staff, sharing positive outcomes as training tools.
Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.
Assisted customers by answering questions, addressing concerns and providing current account information.
Educated customers about products, pricing and policies to address and resolve issues.
Responded to customer concerns and implemented changes to accounts to resolve issues.
Assisted customers with questions and resolution of issues to maintain high satisfaction ratings.
Memorized company products and services to answer customer questions quickly and capitalize on upsell opportunities.
Demonstrated in-depth knowledge of products, services and policies to coach team members.
Created and maintained customer accounts while providing exceptional service and support.
Audited customer account information to identify issues and develop solutions.
Assisted operators with handling calls and took over escalated concerns to deliver expert solutions.
Improved customer satisfaction and retention by proactively reviewing new customer accounts and reaching out to offer assistance.
Monitored customer accounts to track outstanding issues and implement new solutions.
Attended job training to sharpen skills and keep informed of new products.
Handled calls for new sign-ups, service cancellations and cross-selling opportunities.
Provided exceptional listening skills to obtain information and avoid misunderstandings.
Conducted customer phone calls and in-person visits to maintain positive relationships.
Processed customer account changes with proprietary software.
Cross-sold services and products to consistently increase team revenue.
Collated customer names, contact and payment information to streamline future interactions.
Escalated issues to correct individuals when typical procedures did not achieve resolution.
Volunteered to handle complaints and issues for manager during busy time periods.
Handled cash and credit card payments and returned receipts, change and payment cards to customers.
Built relationships with key representatives and stakeholders from valuable agency partners, targeting service specialists, strategists and managers vital to retaining clientele.
Established and met daily targets for telephone or electronic communication and personal visits to clients and prospects to achieve solicitation volume proportionate to revenue targets.
Formed and sustained strategic relationships with clients.
Identified and solved complex strategy problems to drive organizational goals.
Managed daily operations, client relations and IT.
Ralph Lauren - Senior Sales Professional Kernersville, NC, 01/2007 - 04/2009
Processed payments and returned receipts, cash, coin and cards to customers.
Delivered quality customer service while cultivating client satisfaction and loyalty.
Monitored performance of sales team and implemented improved methods to close gaps.
Trained and developed new team members to improve product knowledge and selling abilities.
Shared product knowledge to suggest merchandise and services to customers.
Maintained awareness of advertised items to accurately recite current pricing and promotions.
Assisted staff with selling process to meet and exceed individual and company sales goals.
Utilized selling behaviors to identify and solve customer needs.
Promoted positive culture of teamwork and inclusion, increasing employee morale.
Familiarized self with new products and services to engage with customers about features and benefits.
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