Livecareer-Resume
Jessica Claire
  • Montgomery Street, San Francisco, CA 94105
  • H: (555) 432-1000
  • C:
  • resumesample@example.com
  • Date of Birth:
  • India:
  • :
  • single:
Professional Summary
To demonstrate superior proficiency fulfilling multifaceted roles; to offer excellent customer service skills, a willing approach to all assignments, and a consistently high level of productivity. To utilize all previously acquired expertise while completing all tasks, duties, and responsibilities given; as well as, allow a positive attitude and persona to emerge in the work environment.
Skills
  • CUSTOMER SERVICE (10+ years), CALL CENTER (10+ years), TECHNICAL SUPPORT (7 years)
  • MICROSOFT OFFICE PROFICIENCY (Word, Excel, Outlook, etc.) / 70+ WPM (no errors) /
  • CUSTOMER SERVICE SAVVY / COMMUNICATORY SKILLS (articulate, quick-learner, willing mind-
  • Set, tenacious) / VAST COMMAND OF ENGLISH & SPANISH LANGUAGES / COMPASSIONATE AND
  • PERSONABLE
  • Articulate, Website
  • Basic
  • CALL CENTER
  • Coaching
  • Computer applications
  • Concise
  • Customer
  • Satisfaction
  • Customer satisfaction
  • CUSTOMER SERVICE
  • Database
  • ENGLISH
  • Fashion
  • Insurance
  • Access
  • Excel
  • MICROSOFT OFFICE
  • 97
  • Outlook
  • Word
  • Problem resolution
  • Problem-solving skills
  • Problem-solving
  • Promotion
  • Quality
  • Quick-learner
  • Script
  • SPANISH
  • Statistics
  • Supervisor
  • Supervisory
  • Technical support
  • Phone
  • Troubleshooting
  • Troubleshooting technical issues
Work History
Technical Support Representative, 06/2018 - 08/2019
Pentair, Inc. Cleveland, OH,
  • Provided exceptional customer experiences by empowering customers with product knowledge and consistently handling customer interactions proficiently.
  • Proficiently handled customer's questions, comments, and concerns regarding company products, services, and customer account details.
  • Researched and assisted customers in troubleshooting technical issues via an internet phone connection.
  • Tailored specific case-by-case solutions for each customer contact; which enhanced customer product and service enjoyment and appreciation.
  • Navigated easily through multiple computer applications with speed and accuracy.
  • Toggled between 12-15 company-based software applications with speed and accuracy, during customer interactions.
  • Efficiently researched and identified solutions to resolve customer issues using computer-based resources and company provided software application tools.
  • Worked in a paperless work environment due to customer privacy being paramount.
  • Gained an active knowledge-base of 10+ business lines, of which several required product knowledge for multiple or bundled company products.
  • Promoted from Technical Support L1 to L2, after six months of employment; due to consistently reaching and exceeding call metrics and performance standards.
  • Embraced ongoing personal development through regular training; which served as a curriculum geared towards enhancing an advocate's familiarity with company guidelines, procedures, resolution tactics, general and work-specific technical knowledge, and problem-solving/ troubleshooting skills.
  • Attended weekly agent development/coaching sessions with direct supervisor, to progressively enhance technical knowledge and problem-solving skills.
Technical Support Representative, 05/2017 - 05/2018
Pentair, Inc. Nashville, TN,
  • Mastered self-created customer service script with100% accuracy; to ensure customer satisfaction.
  • Gave accurate and appropriate information to answer questions, comments, and complaints; while troubleshooting issues and providing problem resolution.
  • Exceeded corporate target of achieving 92% customer satisfaction by 5%; within six months after employment.
  • Proficiently transferred and re-directed misdirected inbound calls, to proper service queues; to enhance call flow and maintain low volume call queues.
  • Made reasonable procedure exceptions and exemptions to accommodate unusual customer requests or situations, with supervisory approval.
  • Entered customer data into company-provided database systems and software applications.
  • Assisted customers with accessing online company website; also, provided specialized guidance for non-technical savvy customers.
  • Reviewed customer records to ensure appropriate modifications were made when needed.
  • Prompt adaptation to new company systems and web-based applications.
  • Maintained supreme efficiency in call performance, through a company merger.
  • Probed accurately; which demonstrated call center expertise and excellence in call management, low call queue levels and impeccable call metrics statistics.
  • Elite performance of multi-screen toggling.
  • Ensured all customer questions, complaints, and comments/concerns were responded to in a timely fashion.
  • Maintained intricately detailed records of customer interactions and transactions in company generated customer database systems.
  • Efficiently gained an immense command of all required company database programs, and analyzed/responded to customer requests with urgency.
  • (At-Home) Inbound Customer Service Representative / Call Center.
Manager, 03/2015 - 08/2016
California Pizza Kitchen Baton Rouge, LA,
  • Verified membership and customer accounts/profiles via company based database systems.
  • Maintained official log of each call, which required toggling of multiple screens, in order to proficiently access private customer information.
  • Updated existing account information as needed, and provided superior customer service with a high efficiency rate.
  • Accessed a computer-aided company application tool to aid customers with phone insurance claims.
  • Habituated control of company provided systems ensuring the success of customer claims.
  • Efficiently determined customer needs; and proficiently assessed the nature in which customer contact would be most concise.
  • Correctly escalated necessary calls at customer request.
  • Identified accurate and approximate customer service levels to best assist with 94%-97% company goal.
  • Matriculated successfully through company business lines; allowing the opportunity of promotion.
  • Continuously exceeded customer service satisfaction levels.
  • Promoted company growth via repeatedly providing elite performance and quality customer service.
Education
In order to train other call center associates at a previous employer, training was required and a certification was provided post completion of the program. Technical Support Certification August 2016 to Present In order to successfully matriculate from assisting customers with their basic technical needs to a more advanced level of technical support needs -- a certification was required and obtained post completion of the program. Call Center Management Certification: , Expected in
-
- ,
GPA:
In order to supervise a call center staff of 10+ associates, a certification was required and obtained post completion of the program.
Associate of Business Administration: , Expected in
-
Oakland Community College - Farmington Hills, MI
GPA:
Additional Information
  • AWARDS: , World Class Customer Service Award March 2014 Amongst many other customer service awards, this was a special award provided by a previous employer - due to a very high level of customer satisfaction and exceeding all other call center associates in the call center customer satisfaction metrics.

By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy

Disclaimer

Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.

How this resume score
could be improved?

Many factors go into creating a strong resume. Here are a few tweaks that could improve the score of this resume:

76Average

resume Strength

  • Formatting
  • Measurable Results
  • Personalization
  • Strong Summary
  • Target Job
  • Typos

Resume Overview

School Attended

  • Oakland Community College

Job Titles Held:

  • Technical Support Representative
  • Technical Support Representative
  • Manager

Degrees

  • In order to train other call center associates at a previous employer, training was required and a certification was provided post completion of the program. Technical Support Certification August 2016 to Present In order to successfully matriculate from assisting customers with their basic technical needs to a more advanced level of technical support needs -- a certification was required and obtained post completion of the program. Call Center Management Certification
  • Associate of Business Administration

By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy

*As seen in: