Sr Customer Support Specialist resume example with 20+ years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:
Very passionate Customer Service Manager adept at developing customer relationships looking for an opportunity to bring exceptional teambuilding skills to develop the needed skills and the continual growth within the customer service department.
  • Team management
  • Focused on customer satisfaction
  • Client Relations specialist
  • Skilled multitasking

  • MS Office proficient
  • Training and development
  • Conflict resolution techniques
Sr Customer Support Specialist, 2015 - Current
Cort Business Services Hanover, MD,

Same duties as when Manager except not responsible for bid/contract pricing. 

See below.

Manager - Customer Support and Technical Support, 05/2004 - 11/2015
Performance Food Group Columbia, MO,

Manage and drive team goals, processes, communication, work force planning, metrics and reporting.

Work closely with other department managers to release new products, learn product updates, as well as production issues.  Goal is to achieve high performance, meeting and exceeding customer expectations.

Provide ongoing mentoring, measurement, and management of staff.  Including developing training plans to further evolve the teams technical capacity and customer support skills.

Work closely with customer service representatives to provide proactive and reactive support during the customer engagement.

Interact directly with customers to manage and resolve escalations, listen to concerns, feedback and suggestions.

Review bid/contract pricing.  Watching gross margin percent and profit dollars work with top management and customers for approval.  Review terms and conditions.

Process NAFTA, Buy America, and Country of Origin requests.

Review all credits/debits for customers.

Manage order entry, ensuring order integrity on both manually and electronically (EDI) entered orders.

Stay current on Customer EDI Requirements.  Fix incoming errors, interpreting the trading partner requirements, and reading the raw data that is transmitted as necessary.

Develop customer service team in new product software.  We are Microsoft Office proficient, as well as trained in CRM (customer relationship management) and with the QAD ERP system.

Train new employees on ERP system as well as Excel, Word, and ODBC (Microsoft Open Database Connectivity).

Work on continuous improvement teams.  Maintaining quality certification, and developing product for the future.

Daily contact with outside sales, processing orders and requests.

Customer Service Representative, 2000 - 2004
Cort Business Services Indianapolis, IN,

Processed warranty requests.

Worked directly with customer to clear up any late payments.

Worked with manufacturing and scheduled customer releases.

Maintained and developed customer relationships, both internal and external.

Created custom documents for shipment of orders.

Learned product lines, customers, and computer system

Order entry, product quoting, debits and credits, EDI processing and understanding the programming behind the scenes.

Provide technical support on the different products manufactured.

Senior Customer Service Representative, 1998 - 1999
Eaton Hydraulics City, STATE,
Created new processes and systems for increasing customer service satisfaction.

Developed highly empathetic client/customer relationships and earned reputation for exceeding expectations.

Successfully managed the activities of 10 team members in multiple locations.

Reduced amount of employee overtime by completely by effectively delegating tasks and customer accounts.

Maintained a group of customers, assisting, entering orders, providing technical information, and anything else that was required.

Claims resolution coordinator, 1996 - 1999
Eaton Hydraulics City, STATE,

Ran reports daily and contacted customers that went beyond their term agreement.  Collecting payment or making arrangements for payment.

Daily contact with outside sales representatives, distributors, and customers.

Order entry.

Price quoting on modified products.

Provided technical support on product.

Customer Service Representative, 1988 - 1999
Eaton Hydraulics City, STATE,

Daily contact with customers, distributors, and sales personnel. Provided product information and technical support.

Handled pricing and delivery questions.

Expedited customer orders with material planners while working daily with purchasing and manufacturing in planning.

Purchased the brand label products.

Handled warranty and repair issues Member of continuous improvement teams.

Bachelor of Art: Management and Organizational Development, Expected in 2007
Spring Arbor University - ,
Management and Organizational Development
: , Expected in
Jackson Community College - ,
Associated Degree Applied Arts and Science in the area of data processing and computer programming.
  • Time management
  • Teamwork
  • Listening
  • Positive attitude
  • Handling stress
  • Patient
  • Increase customer retention
  • Depersonalization
  • Responsible
  • Multitasking
  • Efficient
  • Dependable

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Resume Overview

School Attended

  • Spring Arbor University
  • Jackson Community College

Job Titles Held:

  • Sr Customer Support Specialist
  • Manager - Customer Support and Technical Support
  • Customer Service Representative
  • Senior Customer Service Representative
  • Claims resolution coordinator
  • Customer Service Representative


  • Bachelor of Art

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