virtual customer service representative resume example with 4+ years of experience

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

Organized and result driven professional, exhibiting outstanding attention to detail, versatility and confidentiality. I have over 9 years of customer related employment, virtual and in office. My expertise is in customer relations with the ability to effectively resolve disputes & give innovative solutions that meet the needs required, while still complying with company policies and procedures.

  • Customer Relations
  • Telephone Etiquette
  • Recordkeeping
  • Training and Development
  • Consistently Meet Goals
  • Relationship Building
  • Inbound and Outbound Calls
  • Problem Resolution
  • Communications
  • Performance Improvement
  • Team Leadership
  • Employee scheduling
  • Verbal and Written Communication
  • Sales Expertise
  • Account Management
  • Data Entry
  • Complaint Handling & Resolution
  • High Call Volume
  • Information Management and Confidentiality
  • Time Management and Adherence
  • Website Navigation
Work History
Virtual Customer Service Representative, 11/2019 - 01/2020
Pnc Financial Services Group, Inc. Clifton, NJ,
  • Consulted with outside parties to resolve discrepancies and create effective solutions.
  • Communicated with vendors regarding back order availability, future inventory and special orders.
  • Responded to customer requests for products, services and company information.
  • Cultivated customer loyalty, promoted repeat customers and improved sales.
  • Assisted customers with setting appointments, shipping and special order requests, and arranging merchandise pick-up at other locations.
  • Educated customers on promotions to enhance sales.
General Manager, 08/2012 - 08/2015
Momofuku Las Vegas, NV,
  • Assessed financial statements and monthly reports to evaluate revenue, develop targeted improvements and implement changes resulting in an increase in revenue .
  • Oversaw inventory by ordering precise quantities of stock and executing corrective actions to drive profitability.
  • Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
  • Received superior customer service satisfaction scores for 6 consecutive quarters.
  • Reviewed performance data to monitor and measure productivity, goal progress and activity levels.
  • Managed budget implementations, employee reviews, training, schedules and contract negotiations.
  • Developed value-added solutions and approaches by leveraging trends in customer marketplaces and industries.
  • Organized budgets, oversaw P&Ls and achieved margin targets consistently to stay on track with growth plans.
  • Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
  • Enforced quality assurance protocols to deliver ideal customer experiences.
  • Chaired weekly meetings with executive leadership to identify opportunities for improvement, establish milestones and tailor products to individual markets.
  • Trained, coached and mentored staff to support smooth adoption of new POS program.
  • Identified and capitalized on community business opportunities with effective networking.
  • Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands.
Call Center Representative, 05/2011 - 01/2012
Securitas Electronic Security Orland Park, IL,
  • Contributed to company achieving and holding industry-leading customer service ratings.
  • Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
  • Resolved issues by coordinating with management department team.
  • Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
  • Used consultative sales approach to understand customer needs and recommend relevant offerings.
  • Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
  • Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
Customer Service Cashier, 02/2010 - 08/2010
Paradies Lagardère Travel Retail Philadelphia, PA,
  • Maintained current knowledge of store promotions and highlighted sales to customers.
  • Restocked, arranged and organized merchandise in front lanes to drive product sales.
  • Counted cash in register drawer at beginning and end of shift.
  • Maintained reports of transactions and greeted customers when entering and leaving establishment.
  • Resolved customer complaints and maintained clean and tidy checkout area.
  • Educated customers on promotions to enhance sales.
  • Prepared beverages and filled food orders for customers.
  • Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.
  • Answered questions about store policies and concerns to support positive customer experiences.
  • Mentored new team members on POS system operation, customer service strategies and sales goals.
  • Processed POS transactions, including checks, cash and credit purchases or refunds.
  • Used POS system to enter orders, process payments, and issue receipts.
High School Diploma: , Expected in 09/2011
Druid Hills High School - Atlanta, GA
Status -

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Resume Overview

School Attended

  • Druid Hills High School

Job Titles Held:

  • Virtual Customer Service Representative
  • General Manager
  • Call Center Representative
  • Customer Service Cashier


  • High School Diploma

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