LiveCareer-Resume

trip experience case manager resume example with 6+ years of experience

JC
Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000, resumesample@example.com
Summary
 Introduction:
 
- As a trained professional in Customer Service/Technical Support, I pride myself on being able to efficiently and effectively assist a client in their time of need.  
 
-Previous Positions:
 
- Customer Experience Team Member who maintains a high level of professionalism, patience, and efficiency to minimize customer dissatisfaction and increase customer loyalty.
 
- Trip Team Case Manager versed in customer support in high call volume environments. Superior computer skills and telephone etiquette.  The ability to investigate, mediate, and handle various cases on a day-to-day basis in an environment where anything can happen and/or change, requiring immediate mediation and support to see to it that the customer remains pleased with the company's services.
 
- Team Coordinator who assists the Team Lead in monitoring all metrics and KPI's (Key Performance Indicators) and assisting the Lead in building an action plan that results in improved metrics in an always-changing environment/platform.  
 
- Team Lead who effectively executes process changes to improve operational efficiency.  Dedicated to employee development, the Team Lead spends up to 80% of his/her time conducting coaching sessions in order to improve knowledge, skilled areas and workflows.  The Team Lead is expected to take directives and implement them within a moments time effectively and efficiently, as well as prepare and present feedback to the teams handing down said directives.  Accounting for employee attendance, payroll, performance, action plans and performance improvement plans, as well as working hand in hand with Human Resources are just some of the many duties each day for a skilled Team Lead.
 
- Loss Compliance Advisor (LCA) who monitors and audits all outgoing company funds in order to ensure that the funds are being appropriated and dispursed accurately adhering to a specific set of procedures and/or workflow.  An LCA additionally will report all company losses to the appropriate teams and bring feedback to those who need it. 
Highlights
  • High customer service standards
  • Conflict resolution proficiency
  • Strong problem solving ability
  • Negotiation competency
  • Troubleshooting skills
  • Ability to mentor and assist peers
  •  
  •  
  •  
  •  
  • Proficient in customer account software
Accomplishments
- Managed call flow with up to 200 calls in queue at once.
 
Exceeded corporate target for customer satisfaction 8 for months in a row.
 
- Promoted to Case Manager in 4 months.
 
- Service Excellence Star of the day award(s).
 
- Regularly on the "Ticket Solving Rockstars" list with consistently high Key Performance Indicator accomplishments.
 
- Promoted to Team Coordinator 
 
- Promoted to Team Leader
 
- Recognized for running a top 10 ranked team in the world.
 
- Promoted to Loss Compliance Advisor
 
Experience
10/2017 to Current Trip Experience Case Manager Huntington Bancshares Inc | Crystal, MN,
- Addressed customer service inquiries in a timely and accurate fashion.
 
- Made reasonable procedure exceptions to accommodate unusual customer requests.
 
Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.
 
Built customer loyalty by placing follow-up calls for customers who reported product issues.
 
- Enforced Service Center policies, procedures and quality assurance measures.
 
- Achieved customer satisfaction rating of 100% NPS multiple weeks, while consistently keeping a minimum of 70% NPS weekly, exceeding corporate target, as well as averaging a 15 CPD score consistently with up to 90 solves per week.
 
- Prevented company losses using awareness, attention to detail, integrity and mediation.
 
- Exceeded the daily goal for cases solved on a regular basis.
 
- Investigated and solved a variety of cases that required an exceptional sense of mediation, product knowledge and attention to detail.
 
- Consistently assisting fellow team mates and crewbies with any problems that have arisen in which they require assistance while a Lead or TC is not available
05/2016 to 10/2017 Customer Experience Agent Sheetz | Roanoke, VA,
- Provided accurate and appropriate information in response to customer inquiries.
 
Collected customer feedback and made process changes to exceed customer satisfaction goals.
 
Maintained up-to-date records at all times.
 
Developed effective relationships with all call center departments through clear communication.
 
Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.
 
- Followed WorkFlow clearly and concisely in order to escalate customer issues to the correct department in an efficient and timely manner. 
 
- Properly directed inbound calls in phone queues to improve call flow.
 
2014 to 2016 Delivery Driver Stanley Black & Decker, Inc. | Castle Rock, CO,
- Presented customers with bills and receipts and collected payments for goods delivered.
 
- Established long-term customer relationships through prompt and courteous service.
 
Resolved customer complaints and adjusted orders.
 
- Met and surpassed productivity targets and quality standards.
 
- Operated motor vehicles in a safe and efficient manner.
 
- Obtained signatures needed to complete and process all paperwork in a timely manner.
 
Handled merchandise in accordance with product handling standards.
 
Evaluated customer needs and determined appropriate action, referring their questions to management when necessary.
 
Obtained signatures on all invoices and credits.
 
to Team Lead Airbnb Customer Experience | , ,
-Made reasonable procedure exceptions to accommodate unusual customer requests.
-Collected customer feedback and made process changes to exceed customer satisfaction goals.
-Demonstrated mastery of customer service call script within specified timeframes.
-Addressed customer service inquiries in a timely and accurate fashion.
-Maintained up-to-date records at all times.
-Developed effective relationships with all call center departments through clear communication.
-Ran reports and supplied data to fulfill customer report requirements.
Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.
-Built customer loyalty by placing follow-up calls for customers who reported product issues.
-Formulated and enforced Service Center policies, procedures and quality assurance measures.
-Participated in agent development/coaching
 
Education
Expected in 2013 High School Diploma | Commercial Arts Dixie M. Hollins High School, Kenneth City, Florida GPA:
- Student Body Government Representative
 
- Army JROTC Leadership Training decorated officer - Squad Leader - Platoon Leader
 
- Graphic Design and Marketing Program
 
- City, District, Regional, State, National Champion Wrestler
 
Community Service
Volunteer, Pet Pals Animal Shelter, 2016
Volunteer, Empowered To Change, 2016

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

Your data is safe with us

Any information uploaded, such as a resume, or input by the user is owned solely by the user, not LiveCareer. For further information, please visit our Terms of Use.

Resume Overview

School Attended

  • Dixie M. Hollins High School

Job Titles Held:

  • Trip Experience Case Manager
  • Customer Experience Agent
  • Delivery Driver
  • Team Lead

Degrees

  • High School Diploma

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

*As seen in:As seen in: