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team manager trainer subject matter expert customer service agent resume example with 16+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • H: (555) 432-1000
  • C:
  • resumesample@example.com
  • Date of Birth:
  • India:
  • :
  • single:
  • :
Professional Summary

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Skills
  • Computer Experience:
  • Microsoft Word, PowerPoint, Excel, Outlook, Quickbooks, Internet Explorer, Chrome, Microsoft Edge, Social Media
  • Communication Skills:
  • Bilingual, unparalleled personality, inspiring, motivational, assertive, enjoyable, enthusiastic, honest, loyal, eager, devoted, respectable, dependable, friendly, energetic, transparent, determined, open to new ideas and perspectives
Work History
Team Manager/ Trainer/ Subject Matter Expert/ Customer Service Agent, 06/2015 - Current
Alorica , ,
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Managed timely and effective replacement of damaged or missing products.
  • Trained staff on operating procedures and company services.
  • Cross-trained and provided back up for customer service managers.
  • Cross-trained and backed up other customer service managers.
  • Facilitated inter-departmental communication to effectively provide customer support.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Implemented and developed customer service training processes.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Responded proactively and positively to rapid change.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Trained new personnel regarding company operations, policies and services.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Communicated professionally with colleagues, freelancers and clients.
  • Increased efficiency and team productivity by promoting operational best practices.
Customer Service Agent/ Sales/ Billing Specialist, 02/2013 - 01/2015
Hinduja Global Solutions , ,
  • Delivered superior customer service to retain existing customers and attract future customers.
  • Informed customers of sales and promotions to build customer base, boost traffic and increase customer loyalty.
  • Worked independently with minimal supervision.
  • Served customers with knowledgeable, friendly support on every level.
  • Built relationships with customers and community to promote long term business growth.
  • Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
  • Contributed to team objectives in fast-paced environment.
  • Set and achieved company defined sales goals.
  • Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
  • Selected correct products based on customer needs, product specifications and applicable regulations.
Shift Manager/ Instore/ Customer Service Rep, 08/2006 - 02/2013
Papa Johns Pizza , ,
  • Rotated merchandise and displays to feature new products and promotions.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Established team priorities, maintained schedules and monitored performance.
  • Directed training and retraining of employees to boost performance and enhance business results.
  • Defined clear targets and objectives and communicated to other team members.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
  • Encouraged departmental employees to present positive, exemplary image to customers.
Education
Bachelor of Business Administration: Finance, Expected in
-
University of Texas - El Paso,
GPA:
Status -
Accomplishments
  • Helped Papa John’s Pizza become a million dollar store in 2009
  • Helped store produce new clients through marketing and sales, and produced a new El Paso record in sales in 2010
  • Had perfect attendance for all my 4 years of high school
  • Alumni of The University of Texas at El Paso
  • Top Senior Manager month over month

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Resume Overview

School Attended

  • University of Texas

Job Titles Held:

  • Team Manager/ Trainer/ Subject Matter Expert/ Customer Service Agent
  • Customer Service Agent/ Sales/ Billing Specialist
  • Shift Manager/ Instore/ Customer Service Rep

Degrees

  • Bachelor of Business Administration

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