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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, CA 94105
:
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 Sol Tempe, AZ Expected in 2011 High School Diploma : Fine Arts - GPA : GPA: 3.0 Fine 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
  • Cashier/Customer Service Counter Representative
  • Cashier/Dispatch
  • Receptionist/Cashier

Degrees

  • High School Diploma

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