tier 2 agent support customer service escalation specialist resume example with 18+ years of experience

Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000,

To acquire full-time or part-time employment as a support agent and representative, in which my experience, skills, and education will be of value. Knowledgeable Concessions Manager bringing proven expertise in running successful operations. Proficient in day-to-day tasks such as cooking and cleaning as well as business management functions like recordkeeping and financial oversight. Strong team leader and trainer with motivational style.

  • Application installation
  • Conceptual thinking
  • Customer quality rapport
  • Customer requirement prioritization
  • Customer service
  • Tax return preparation
  • Document preparation
  • Conflict resolution
  • Accounting software
  • Administrative
  • Clerical
  • Interpersonal and communication
  • Access
  • Excel
  • Microsoft Office Programs
  • Outlook,
  • PowerPoint
  • Word
  • Detail-oriented
  • Stand opening and closing
  • Payment processing
  • Opening and closing procedures
  • Cash drawer balancing
  • Chef assistance
  • Food preparation techniques
  • Hospital standards
  • Suggestive selling
  • Proficient in mixology
  • Alcohol ordering
  • Maintaining glassware stock
  • Beer, wine and soju cocktails
  • Food service
  • Maintaining a clean bar
01/2016 to Current Tier 2 Agent Support/Customer Service Escalation Specialist Wesco | Fayetteville, AR,
  • Provided base level IT support to non-technical personnel within the business
  • Resolved customer issues in a clear, courteous and straightforward manner
  • Troubleshoot and resolve product and tax support customer inquiries
  • Interact with Intuit users via phone and web cam, responding to customer service questions and/or renewal questions
  • Activated accounts for clients interested in new services
  • Remained up-to-date on the latest technologies and solutions applicable to company products
  • Coordinated product orders
  • Facilitated the integration of modern tax software with client accounting software
  • Researched topics and completed due diligence to resolve issues in a timely manner
  • Performed clerical tasks to maintain team efficiency and support customer needs
  • Provided information about available products and services
  • Evaluates vendor-supplied software by studying user objectives; testing and troubleshoot software compatibility with existing hardware and programs
  • Defined and documented technical best practices
  • Resolved problems with malfunctioning products
  • Answered telephone calls promptly and minimized delays that could lead to abandoned calls
  • Created cases and claims for damaged, lost or displaced packages
  • Assessed client's profiles and aligned them with the best possible products and services to meet their needs
  • Followed up with clients to ensure optimal customer satisfaction
  • Followed up with customers and made scheduled callbacks where necessary
  • Diagnosed and resolved technical software and hardware issues by evaluating and analyzing symptoms
  • Researched required information using available sources and offered alternative solutions where appropriate
  • Resolving trouble tickets of agent and customer escalations
  • Provide prompt, courteous, and effective agent support to channel partners including asking questions to quickly identify the cause and solution to customer / channel partner questions, concerns, and issues
  • Handle difficult customer calls in a courteous and professional manner, providing complaint resolution and ensuring the
    customer’s continued loyalty to our brand
  • Provide a single point of contact for escalated cases with the ability to transition an escalated call into a positive customer experience
  • Educate the customer on company policies and procedures for Inforce policies
10/2015 to Current Customer Service Representative Arise/Walt Disney | City, STATE,
  • Greeted incoming customers in a professional manner and provided friendly, knowledgeable assistance
  • Answered telephone inquiries from clients, vendors and the public
  • Service the Program by providing high level customer service to existing and new WDW Guests while matching their wishes and desires with relevant Walt Disney World products and services
  • Transfer hub and information line primarily for Disney Guests or anyone within the Disney property needing Disney information or needs a call transferred to another department for Disney information
  • Manages some calls for other parts of the Walt Disney Company including corporate offices, and television stations
  • Established and maintained client rapport by utilizing quality customer service
  • Addressed client inquiries and updated database information
  • Promoted increased sales through outgoing calls demonstrating excellent product knowledge
  • Processed credit payments rapidly and accurately
  • Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently
  • Answered phone calls and answered questions from potential customers
  • Built long-term customer relationships and advised customers on purchases and promotions
05/2003 to 01/2019 Cashier/Concession Stand Lead Aramark/Arete | City, STATE,
  • Operated cash register, collected payments and provided accurate change.
  • Maintained high productivity by processing cash, credit, debit and voucher program payments for customers.
  • Inventoried food and beverage monthly and coordinated stock rotation to avoid spoilage.
  • Maintained optimal protections for guests by enforcing strong cleaning and sanitation policies.
  • Oversaw concession stand, including cooking food, cleaning equipment and balancing daily receipts.
  • Resolved patrons issues quickly to satisfy customers and reduce wait times.
  • Counted cash drawer at end of shift and prepared bank deposits.
  • Monitored kitchen area and staff to maintain overall safety and establish proper food handling techniques.
  • Set up and tore down all catering services in banquet halls and at customer locations.
  • Managed and restocked drink stations.
  • Monitored and counted food stock and supplies to reorder on time.
  • Plated food and assessed plate presentation to maintain highest standard of food quality.
  • Carefully transferred orders from kitchen and bar areas to tables and cleared plates as patrons finished food and beverage items.
  • Prepared both alcoholic and non-alcoholic beverages as specified by patrons, consistently delivering to tables or bar without spillage.
Education and Training
Expected in 05/2005 Certificate | Forklift Operation Greater West Town Training Partnership, Chicago, IL GPA:

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Resume Overview

School Attended

  • Greater West Town Training Partnership

Job Titles Held:

  • Tier 2 Agent Support/Customer Service Escalation Specialist
  • Customer Service Representative
  • Cashier/Concession Stand Lead


  • Certificate

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