Tier 3 Technical Support Customer Service Representative resume example with 8+ years of experience
Jessica
Claire
resumesample@example.com
(555) 432-1000,
Montgomery Street, San Francisco, CA94105
:
Summary
Customer-focused Representative with a proven capacity to develop solutions to diverse problems and successfully build relationships and retention. Adept in managing disputes and resolving discrepancies with 5 years of experience with customer interaction, complaints management, loss prevention, and telecommunication.
Highlights
Expert customer service (9 years)
Call center experience (5 years)
Organizational strengths
Risk management
Proficient social skills
Customer relations/research
Attention to detail
Efficient in fast-paced and hectic environments
Event preparation and coordinating
Education
Corona del SolTempe, AZExpected in 2011 ā āHigh School Diploma:Fine Arts - GPA:GPA: 3.0Fine Arts GPA: 3.0
Experience
Triumph Bancorp, Inc. - Account Resolution Specialist Denver, CO, 07/2016 - Current
Reaches out to customers to negotiate payment plans based on their financial status and repayment ability.
Proactively identifies and assesses financial difficulties in order to present strategy and assistance options for account resolution.
Remains calm, stays professional and provides exceptional service on all calls, even when interacting with challenging individuals.
Completes documentation for all actions and customer interactions.
Records and updates customers personal accounts with accurate contact information.
Exceeds in metrics, guidelines, and skills required for quality assurance.
Meets demands of work force by performing through high volume of daily calls in timely manner.
Educates and delivers instruction to internal staff and team members on policies, procedures, and requirements demanded for the position.
Mentors new team members on scripts, strategies and company information to maximize performance.
Coordinates timelines and budgets for group events within the assigned team.
Successfully leads key projects which result in contributions from team members for charitable donations, community service, and fund raising events.
Penske Automotive Group - Tier 3 Technical Support/ Customer Service Representative Danbury, CT, 12/2014 - 05/2016
One of a small number of representatives selected to handle three types of new services offered by AT&T: Fiber business, Uverse business, and Giga Power residential.
Set technician appointments for physical repairs.
Handled and worked on any issues or questions given by customers to the fullest extent to ensure a decrease in repeat calls and issues.
Provided a positive and professional experience for business owners and customers.
Handled business and customer information securely and ensured privacy in a safe environment for telecommunication.
Offered and sold high variety of free customer care tools and resources meant for self-help and personal account management.
Met all metric requirements given and measured by Arris management and supervision.
Demonstrated mastery of customer service call script within specified timeframes.
Addressed customer service inquiries in a timely and accurate fashion.
Built customer loyalty by placing follow-up calls for customers who reported product issues.
Einstein Bagels - Cashier/Customer Service Counter Representative City, STATE, 03/2014 - 08/2014
Carefully maintained sanitation, health and safety standards in all work areas.
Greeted every customer upon entry and took customer orders over phones and in-person.
Managed all customer and employee transactions and any issues or question given by customers.
Provided accurate and appropriate information in response to customer inquiries.
Promoted and practiced a clean, safe work environment.
Accurately measured ingredients required for specific food items.
Drove sales and add-on purchases by promoting specific item options to customers.
Trained new employees in cashiering procedures
Pre-Flight Parking - Cashier/Dispatch City, STATE, 08/2013 - 09/2014
Helped customers find specific parking places, answered questions and offered advice.
Resolved issues regarding customer complaints and escalated worsening concerns to management for remediation.
Processed customer payments quickly and returned exact change and receipts.
Asked for and offered company membership and discounts to every customer upon entry and exit.
Applied high level of multitasking to ensure all transactions were handled correctly in the wake of heavy customer traffic.
Applied excellent customer service to sustain and promote image of company.
Answered phones and dispatched drivers to and from each air port terminal for customer pick-up.
Cleaned and straightened work area.
Assisted management by voluntarily working more hours to meet business demands and needs.
Francis And Sons Car Wash - Receptionist/Cashier City, STATE, 11/2012 - 09/2013
Managed all customer and employee transactions.
Managed all phone calls and appointments.
Unboxed new merchandise.
Rotated stock to maintain freshness.
Prepared and stocked displays, impulse items, foods, and beverages.
Updated register logs.
Operated cash register with proficiency.
Applied strong people skills to promote and offer extra services to customers.
Gained and applied a high level of customer service and self-management.
Worked overtime shifts during busy periods.
Trained new employees in cashiering procedures, offering assistance in resolving customer's issues.
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Resume Overview
School Attended
Corona del Sol
Job Titles Held:
Account Resolution Specialist
Tier 3 Technical Support/ Customer Service Representative