universal chat customer service agent resume example with 11+ years of experience

Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000,
Career Overview

Tech savvy marketing manager with more than 4 years in integrated marketing, testing, search engine optimization, Pay-Per-Click and social media marketing. Seeking a position offering opportunities for new challenges and career growth.

    Core Strengths
    • Creative problem solver
    • Strong client relations
    • Strategic sales knowledge
    • Credit card processing
    • Skilled in call center operations
    • Customer interface expertise
    • Call center metrics decoding aptitude
    • Exceptional work flow management
    • Adheres to customer service procedures
    • Marketing savvy
    • Completed telephone training seminar
    • Avaya Software knowledge
    • Exceptional interpersonal communication
    • Excellent time management skills
    • Effective problem solver
    • Effective workflow management
    • Customer-focused
    • Microsoft Outlook, Word and Excel
    • Exceptional telephone etiquette
    • l MS Office expert
    Work Experience
    10/2014 to Current Universal Chat Customer Service Agent Bright Horizons Family Solutons | Mchenry, IL,
    • Demonstrated mastery of customer service call script within specified time frames.
    • Provided accurate and appropriate information in response to customer inquiries.
    • Collected customer feedback and made process changes to exceed customer satisfaction goals.
    • Achieved high sales percentage with consultative, value-focused customer service approach.
    • Cross-trained and provided back-up for other customer service representatives when needed.
    • Developed highly empathetic client relationships and earned reputation for exceeding sales goals.
    • Computed accurate sales prices for purchase transactions.
    • Managed quality communication, customer support and product representation for each client.
    • Assisted customers with store and product complaints.
    11/2013 to 05/2013 Universal Customer Service Representative State Of Louisiana | Brittany, LA,
    • Answered an average of 80 calls per day by addressing customer inquiries, solving problems and providing new product information.
    • Described product to customers and accurately explained details and care of merchandise.
    • Provided an elevated customer experience to generate a loyal clientèle.
    • Answered product questions with up-to-date knowledge of sales and store promotions.
    • Effectively managed a high-volume of inbound and outbound customer calls.
    • 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.
    • Referred unresolved customer grievances to designated departments for further investigation.
    • Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
    • Acted professionally and patiently when addressing negative customer feedback.
    • Met or exceeded service and quality standards every review period.
    2010 to 06/2013 CEO/Owner Southern Belle Marketing | City, STATE,
    • Directed and coordinated marketing activities and policies to promote products and services.
    • Reviewed the financial aspects of product development, such as budgets, expenditures and research and development appropriations.
    • Developed pricing strategies while balancing firm objectives with customer satisfaction maximization.
    • Initiated market research studies and analyzed findings.
    • Applied sales forecasting techniques and strategic planning to verify sales and profitability of products, lines
    • and services.
    • l Consulted with buying personnel to determine projected demand for products and services.
    • Completed quarterly forecasting and monthly financial reviews.
    • Worked with the communications team to drive internal promotion of company programs, initiatives, guiding
    • principles and mission.
    • Coordinated and participated in promotional activities and trade shows.
    • Analyzed third-party data and investigated new growth opportunities.
    • Collaborated with developer.
    06/2010 to 08/2012 Nanny Scott & Mary Hartwith | City, STATE,
    • Redirected children to encourage safe, positive behaviors.
    • Taught children safe behavior such as seeking adult assistance when crossing the street and avoiding contact with unsafe objects.
    • Modeled appropriate social behaviors and encouraged concern for others.
    • Supervised children while parents were on vacation, business trips and weekend getaways.
    • Affectionately cared for 3 children, ages 5 to 10 for 2 years.
    • Scheduled doctor, dentist and haircut appointments.
    • Cleaned the house, including laundry, sweeping and mopping.
    • Tutored children in all subjects.
    2009 to 2010 Child Care Specialist The Rock Club | City, STATE,
    • Promoted good behavior by using the positive reinforcement method.
    • Promoted language development skills through reading and storytelling.
    • Assisted the lead teacher with snack time, arts and crafts and putting the children down for naps.
    • Relieved the head teacher and toddler teacher.
    • Kept classrooms clean by sterilizing and disinfecting children's toys and surfaces.
    • Supported 4 classroom teachers in implementing a developmentally appropriate curriculum for a group of 20
    • preschoolers.
    • Administered medication and minor first aid to sick and injured students.
    • Organized small groups of children while transitioning to and from outdoor play.
    • Dressed children and changed diapers.
    • Addressed behavioral and learning issues with parents and daycare management staff.
    • Sparked imagination by helping children discover new things each day.
    • Built successful, thriving company from the ground up
    • lncreased net revenue by 40% by spearheading and leading a comprehensive marketing campaign.
    • Data Entry -Reviewed and updated client correspondence files and scheduling database.
    • Technology Proficient -Developed a strong knowledge of hardware and software while keeping abreast of new
    • applications that increased efficiency and productivity for management and clients.
    • Policy Development- Developed and implemented employee manual outlining all proper business procedures
    • and office policies.
    Educational Background
    Expected in 2009 to to High School Diploma | General Virginia High School, Bristol, VA GPA:
    Expected in to to Bachelor of Arts | Accounting Kaplan University, , GPA:
    Volunteer Work

    Currently work with the American Red Cross on Fire Disaster Relief efforts

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    Resume Overview

    School Attended

    • Virginia High School
    • Kaplan University

    Job Titles Held:

    • Universal Chat Customer Service Agent
    • Universal Customer Service Representative
    • CEO/Owner
    • Nanny
    • Child Care Specialist


    • High School Diploma
    • Bachelor of Arts

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