LiveCareer-Resume

subject matter expert resume example with 6+ years of experience

JC
Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000, resumesample@example.com
Professional Summary
I am a dedicated Call Center Professional with expertise providing customer support in high call volume environments with exceptional computer aptitude and telephone etiquette. I am searching for a career that will allow me to utilize my leadership skills. I have over 10 years of experience, and I am highly motivated, reliable, hard working and eager to learn.
Skills
  • Guest services
  • Inventory control procedures
  • Merchandising expertise
  • Loss prevention
  • Cash register operations
  • Product promotions
Work History
09/2012 to 08/2013 SUBJECT MATTER EXPERT Cssi, Inc. | Washington, DC,

 

  • Rx fills and refills (online for mail order and in store ) communicating with doctor offices and pharmacist for authorizations and instructions for medications.
  • Assisted customer care reps with customer and system issues ; mentored, coached and help train new representatives.
  • Answered a constant flow of customer calls with up to 50-100 calls in queue per minute.
  • Gathered and verified all required customer information for tracking purposes.
  • Defused volatile customer situations calmly and courteously.
  • Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
  • Effectively managed a high-volume of inbound and outbound customer calls.
  • Referred unresolved customer grievances to designated departments for further investigation.
  • Oversaw call center employees to ensure customer satisfaction goals were consistently met.
  • Acted professionally and patiently when addressing negative customer feedback.
  • Met or exceeded service and quality standards every review period.
02/2010 to 11/2011 CUSTOMER ACCOUNT EXECUTIVE Butler Technical Group | Carson, CA,
  • Handle a large volume of incoming phone calls and interact with customers to handle a full range of customer service needs in a prompt and professional manner with an ultimate goal of single call resolution for the customer.
  • Responsible for relating well to the customer while exercising sound judgment, and acting responsibly in the customer's and the company's best interests.
  • Provided prompt resolution to customer phone inquiries.
  • Demonstrated courtesy, patience and troubleshooting skills in customer relations.
  • Addressed and resolved customer product complaints empathetically and professionally.
  • Answered a constant flow of customer calls with up to 70-100 calls in queue per minute.
  • Defused volatile customer situations calmly and courteously.
  • Accurately documented, researched and resolved customer service issues.
  • Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
  • Referred unresolved customer grievances to designated departments for further investigation.
  • Resolved service, pricing and technical problems for customers by asking clear and specific questions.
  • Managed high call volume with tact and professionalism.
  • Met or exceeded service and quality standards every review period.
05/2007 to 06/2009 SALES REPRESENTATIVE II Conagra Brands, Inc. | Waseca, MN,
  • Increased line of business penetration Focused on maintaining and expanding business relationships/market share with existing Dell customers Focused on identifying, targeting, qualifying, and closing new business opportunities Effectively utilized Dell tools and worked closely with the necessary resources and field to meet sales objectives.
  • Explained technical, industry, and market facts to position Dell as a competitive solution.
  • Demonstrated good judgment in analyzing information to make routine decisions.
  • Answered a constant flow of customer calls with up to 70-100 calls in queue per minute.
  • Gathered and verified all required customer information for tracking purposes.
  • Addressed and resolved customer product complaints empathetically and professionally.
  • Effectively managed a high-volume of inbound and outbound customer calls.
  • Defused volatile customer situations calmly and courteously.
  • Accurately documented, researched and resolved customer service issues.
  • Mastery of customer service management systems and databases.
  • Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
  • Resolved service, pricing and technical problems for customers by asking clear and specific questions.
  • Met or exceeded service and quality standards every review period.
09/2004 to 08/2006 CUSTOMER SERVICE SUPERVISOR Hearth & Home Technologies | Bridgeville, DE,
  • Supervised and trained 20 team members in an outbound call center
  • Sold BellSouth telephone service and products
  • Outbound call center
  • Effectively managed a high-volume of inbound and outbound customer calls.
  • Addressed and resolved customer product complaints empathetically and professionally.
  • Gathered and verified all required customer information for tracking purposes.
  • Defused volatile customer situations calmly and courteously.
  • Accurately documented, researched and resolved customer service issues.
  • Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
  • Identified chronic customer issues by creating and maintaining customer complaint log.
  • Defused volatile customer situations calmly and courteously.
Education
Expected in 1995 High School Diploma | MURRAH HIGH SCHOOL, Jackson, MS GPA:

 

Expected in 2016 Associate of Applied Science | BUSINESS MANAGEMENT HINDS COMMUNITY COLLEGE, Jackson, MS GPA:
Skills
AS400, call center, closing, competitive, Contracts, counseling, customer relations, customer service, customer care, data entry, delivery, Dell, e-mail, filing, market, mail, office, problem resolution, selling, sales, sound, spreadsheets, telephone, phone, troubleshooting

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Resume Overview

School Attended

  • MURRAH HIGH SCHOOL
  • HINDS COMMUNITY COLLEGE

Job Titles Held:

  • SUBJECT MATTER EXPERT
  • CUSTOMER ACCOUNT EXECUTIVE
  • SALES REPRESENTATIVE II
  • CUSTOMER SERVICE SUPERVISOR

Degrees

  • High School Diploma
  • Associate of Applied Science

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