LiveCareer-Resume

virtual customer service agent resume example with 10+ years of experience

Jessica Claire
Hospitality Supervisor
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • H: (555) 432-1000
  • C:
  • resumesample@example.com
  • Date of Birth:
  • India:
  • :
  • single:
  • :
Professional Summary

To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Skills
  • Customer Accounts Management
  • Customer Inquiries
  • Hotel Reservations
  • Staff Scheduling
  • Guest Experiences
  • Professional Relationships
  • Hotel Amenity Information
  • Document Organization
  • Accounts Payable and Accounts Receivable
  • Team Support
  • Creative Solutions
  • Inventory Audits
  • Problem Resolution
  • Efficient and Detail-Oriented
  • Calm and Professional Under Pressure
  • Responding to Difficult Customers
  • Understanding Customer Needs
  • Staff Support
  • Corrective Action Plans
  • Document and Records Management
  • Excellent Attention to Detail
Work History
Virtual Customer Service Agent, 10/2019 - 01/2020
C&S Family Of Companies Brattleboro, VT,
  • Resolved customer complaints by determining cause of problem, selecting best solution and expediting correction or adjustment.
  • Maintained positive and professional attitude toward customers to foster positive experiences resulting in customer retention.
  • Developed and maintained knowledge of evolving products and services to accurately answer questions and make recommendations based on customer needs.
  • Documented and updated customer records to record interactions and facilitate follow-up.
  • Helped customers navigate website for added convenience and ease in self service options.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Communicated professionally with colleagues, and clients.
  • Delivered prompt service to prioritize customer needs.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Quality Control Processor, 11/2017 - 06/2018
D.R. Horton, Inc. Asheville, NC,
  • Reported repeated issues to supervisors and other departments, collaborating to identify issue roots and rectify problems.
  • Completed data entry tasks with accuracy and efficiency.
  • Corrected data entry errors to prevent later issues such as duplication or data degradation.
  • Organized, sorted and checked input data against original documents.
  • Executed data verification to detect errors.
  • Located and corrected data entry errors and reported to management.
  • Identified data entry errors and reported to necessary departments.
  • Reviewed completed work for compliance with regulations.
  • Kept optimal quality levels to prevent critical errors and support team performance targets.
  • Gathered data from multiple sources and programs.
Operations Associate Supervisor, 10/2012 - 11/2017
Teleflex Omaha, NE,
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Evaluated employee performance and coached and trained to improve weak areas.
  • Handled customer complaints, resolved issues and adjusted policies to meet changing needs.
  • Maintained compliance with company policies, objectives and communication goals.
  • Worked with management team to implement proper division of responsibilities.
  • Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
  • Set overall vision and provided team leadership.
  • Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
  • Interviewed, and assisted training department with new employees for production positions.
  • Identified individual employee's unique work styles and adapted management methods.
  • Introduced team contests and goals to enhance productivity and improve employee morale.
  • Provided supportive link between external customers and internal operations.
  • Performed annual evaluations and reviews for staff of 25 employees.
  • Tracked and prepared quarterly reports of performance goals to management.
  • Measured effectiveness of customer success by defining operational metrics, tracking systems and reporting to executive team.
Customer Service Specialist, 03/1999 - 03/2004
Diamond Lake & Resort City, STATE,
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Took payment information and other pertinent information such as addresses and phone numbers to place orders.
  • Complied with company policies and procedures by encouraging positive and effective work environment among all employees.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Collected room deposits, fees and payments.
  • Collaborated with team members to handle guest requirements from check-in through check-out.
  • Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
  • Checked lobby, bathrooms and common areas near front desk for cleanliness multiple times per shift.
  • Delivered above-and-beyond service to guests by making outside venue reservations and setting up tours.
  • Kept accounts in balance and ran daily reports to verify totals.
  • Contacted housekeeping staff and maintenance department immediately to resolve guest room issues.
  • Explained details regarding property to acclimate patrons to resort environment.
  • Secured spa and restaurant reservations by phone and on-site for guests.
  • Completed pre-cleaning duties by setting up cleaning carts with fresh linens, cleaning supplies and requested guest supplies.
  • Removed bed sheets and towels from rooms and pre-treated stains to maintain and restore linen condition.
  • Replaced used towels and other bathroom amenities such as shampoo, paper towels and soap.
  • Hand-dusted and wiped down office furniture, fixtures and window sills to keep areas clean and comfortable.
  • Restocked room supplies such as facial tissues for personal touch with every job.
  • Responded to requests from patrons for linens and toiletries.
  • Completed laundry services with special attention to care instructions for hand-washing and dry cleaning.
  • Managed team productivity and workflow to exceed quality standards.
Education
Associate of Science: Business Administration, Expected in 06/2012
-
Indiana Wesleyan University - Marion, IN
GPA:
Status -

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Resume Overview

School Attended

  • Indiana Wesleyan University

Job Titles Held:

  • Virtual Customer Service Agent
  • Quality Control Processor
  • Operations Associate Supervisor
  • Customer Service Specialist

Degrees

  • Associate of Science

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