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Tier 1 Agent Resume Example

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TIER 1 AGENT
Summary
I am an energetic customer service call center representative who thrives in a fast-paces,dynamic environment, and I have been in the field long enough to know how to provide exceptional customer service through active listening and problem solving. As a dedicated store manager with more than [8] years in store management, I am well-versed in directing personnel, creating effective merchandising projects and using sales strategies to boost store sales. Finally I am also a level-headed health professional who remains calm and effective in extremely difficult and stressful situations,and I have a strong belief in the importance of companionship and support in patient care. As a personal care aid I am well-equipped to provide emotional support in a comfortable, soothing environment.
Highlights
  • Call center management experience
  • Telecommunications knowledge
  • Dedicated to process improvement
Accomplishments

Exceeded corporate target for customer satisfaction for 3Product Sales 

  • Cross-sold services at a rate of 30%, upgrading customers to different plans and product packages.

Customer Interface 

  • Greeted customers upon entrance and handled all cash and credit transactions.
  • Assisted customers over the phone regarding store operations, product, promotions and orders.

Experience
October 2013 to CurrentPersonal Care Aid
Tier 1 Agent
October 2011 to March 2014Believe In Faith Home Health Care ­ Darlington － SC NE
  • Responded appropriately to the physical, emotional and developmental needs of patients.
  • Assisted patients with bathing, oral hygiene, grooming, feeding and elimination.
  • Helped patients move in and out of beds, baths, wheelchairs and automobiles.
  • Cooked appetizing and satisfying meals and snacks.
  • Scheduled and accompanied clients to medical appointments.
  • Maintained a clean, healthy and safe environment.
  • Assisted with patient transfer and ambulation.
  • Documents objective data and routine aspects of patient care.
  • Reported any unusual circumstances in the patients' condition or environment.
  • Helped residents programming goals and increase their independence.
  • Answered a constant flow of customer calls with up to [2] calls in queue per minute.
  • 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.
  • 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.
  • Acted professionally and patiently when addressing negative customer feedback.
  • Met or exceeded service and quality standards every review period.
Owner/Operator
June 2000 to August 2008McMillan's Discount Beverage ­ Darlington － SC
  • Interviewed job candidates and made staffing decisions.
  • Counted cash drawers and made bank deposits.
  • Managed staff of [4] sales associates, [1] team leaders and [1] assistant managers.
  • Assigned employees to specific duties to best meet the needs of the store.
  • Reordered inventory when it dropped below predetermined levels.
  • Instructed staff on appropriately handling difficult and complicated sales.
  • Hired, trained and evaluated personnel in sales and marketing.
  • Examined merchandise to verify that it was correctly priced and displayed.
  • Planned budgets and authorized payments and merchandise returns.
  • Generated repeat business through exceptional customer service.
  • Conducted store inventories once per quarter.
  • Operated a cash register for cash, check and credit card transactions with [Number]% accuracy.
  • Priced merchandise, stocked shelves and took inventory of supplies.
  • Alerted customers to upcoming sales events and promotions.
  • Completed all point of sale opening and closing procedures, including counting the contents of the cash register.
  • Handled all customer relations issues in a gracious manner and in accordance with company policies.
  • Welcomed customers into the store and helped them locate items.
  • Educated customers about the brand to incite excitement about the company's mission and values.
  • Shared best practices for sales and customer service with other team members to help improve the store's efficiency.
  • Verified that all customers received receipts for their purchases.
  • Fostered a positive work environment by consistently treating all employees and customers with respect and consideration.
  • Communicated clear expectations and goals to each team member.
  • Recognized and rewarded outstanding work performance to cultivate a positive and collaborative customer service culture.
  • Strategically scheduled team members to maintain optimal staffing levels at all times.
  • Answered customer telephone calls promptly and in an appropriate manner.
  • Determined customer needs by asking relevant questions and listening actively to the responses.
Education
High School Diploma : Medical Office ManagementICDC College － CAMedical Office Management
Skills
10-key, Articulate, automobiles, budgets, call center, caregiver, Cash handling, cash register, cash register, closing, Computer literate, Credit, clients, customer relations, Customer service, data entry, Detail-oriented, fast, inventory, listening, marketing, Works, oral hygiene, bathing, patient care, personnel, policies, pricing, problem solving, programming, quality, sales, staffing, team player, telephone, time management, workflow
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Resume Overview

Companies Worked For:

  • Personal Care Aid
  • Believe In Faith Home Health Care ­ Darlington
  • McMillan's Discount Beverage ­ Darlington

School Attended

  • ICDC College

Job Titles Held:

  • Tier 1 Agent
  • Owner/Operator

Degrees

  • High School Diploma : Medical Office Management

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