Support Associate resume example with 11+ years of experience
JessicaClaire
Montgomery Street, San Francisco, CA94105609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000
Cell:
resumesample@example.com
Summary
Customer service professional offering 3 years of diversified customer service experience. Excellent communication and problem-solving skills. Analyze key financial trends in cash movement and report these trends to supervisor and management level members on a monthly basis. Handle customer calls and problems via telephone: processing customer orders, new account setup, pricing checks, order status, account maintenance, order entry, and back orders Provide appropriate follow-up to customer via telephone. Meet or exceed Speed, Accuracy and Customer Satisfaction Performance Metrics. Proficient in MS Excel, Outlook, and Word
Highlights
High customer service standards
Conflict resolution proficiency
Devoted to data integrity
Emphasis in high speed data entry
Proficient with AS400
Proficient with Microsoft Office Suite
Accomplishments
Maintained ECHO and Select Service Matrix scores which met or exceeded expectations for the past 6 months. Received continual customer survey reports with a high degree of satisfaction ranging from Understood, Valued, and Overall.
Received the Texas Catch the Spirit Aware for the month of September 2013. For providing outstanding customer service, both externally and internally through courteous and professional exchange with customers; patience and calm demeanor in stressful situations; and setting a good example for other associates.
1993 Call Center Response Contest Winner. Answered more customer calls while fulfilling more customer requests than any member in my sixty member team.
Experience
Support Associate, 01/2014 to Present Macy's – Springfield, VA,
Worked directly with PBTeen direct ship suppliers and vendors to process and troubleshoot drop-shipped orders.
Handled direct ship escalations for customer service and processed product specific inquiries for PBTeen and Mark and Graham.
Texas Furniture Associate, 09/2013 to 08/2014 Brp Group, Inc. – Seattle, WA,
Responded to customer in-bound phone calls to track furniture orders from pre-shipping, to orders in transit, to final destination deliveries.
Worked directly with company-owned and non-affiliated delivery hubs across the country to assist in scheduling product deliveries, pickup, and return requests.
Initiated repair and /or replacement requests.
Resolved customer disputes relating to Furniture and non-Furniture orders alike.
Key Accomplishment:.
Maintained ECHO and Select Service Matrix scores which met or exceeded expectations for the past 6 months.
Received continual customer survey reports with a high degree of satisfaction ranging from Understood, Valued, and Overall.
Received (3) Wahoo and Customer Satisfaction Reports in the last 6 months.
Exceeded customers satisfaction levels prompting our customers to write acknowledgment letters to upper management for recognition.
Full Service Associate, 09/2012 to 09/2013 WILLIAMS-SONOMA – City, STATE,
Responded to customer in-bound phone calls.
Efficiently created customer accounts, carried out product order requests, initiated product return/ replacement requests, and resolved customer disputes.
Key Accomplishment:.
Received the Texas Catch the Spirit Aware for the month of September 2013.
For providing outstanding customer service, both externally and internally through courteous and professional exchange with customers; patience and calm demeanor in stressful situations; and setting a good example for other associates.
Maintained ECHO scores of 98% and above for 6 months.
Received continual customer survey reports with a high degree of satisfaction ranging from Understood, Valued, and Overall.
Accounting Analyst, 01/2000 to 01/2002 EXCEL TELECOMMUNICATIONS, INC – City, STATE,
Reconciled 36 bank cash accounts on a monthly basis (with revolving balances of $1000 to $89,000,000).
Administered and booked daily wire transactions for 39 Bank Accounts.
Processed month-end journal entries to record various accruals.
Conferenced and met with cross-departmental supervisors and members of management each month to inform and adjust G/L discrepancies.
Key Accomplishments:.
Researched and audited three years of financial data left unresolved by previous analyst.
Reconstructed business records for all three years by verifying transactions and correcting variances.
Launched and oversaw a six month investigation process to identify the status of over 42,000 aged outstanding checks which resulted in an $800,000 reduction of liability in the current year's Accounts Payable and Tax Accounts.
Customer Service Phone Associate, 01/1992 to 01/1993 OFFICE DEPOT – City, STATE,
Responded to customer in-bound phone calls averaging 122 per day.
Efficiently created customer accounts, carried out product order requests, initiated product return/ replacement requests, and resolved customer disputes.
Key Accomplishment:.
1993 Call Center Response Contest Winner.
Answered more customer calls while fulfilling more customer requests than any member in my sixty member team.
Education
Bachelors of Science: Accounting, Expected in 1999 UNIVERSITY OF DENVER - Denver, Colorado GPA: Accounting
Associates Degree: Visual Communications, Expected in 1990 COLORADO INSTITUTE OF ART - Denver, Colorado GPA: Visual Communications
Skills
Call Center Customer Service,
Primary and Replacement Order Placement
Distribution Center and Delivery Hub Order Tracking
Any information uploaded, such as a resume, or input by the user is owned solely by the user, not LiveCareer. For further information, please visit our Terms of Use.