Customer Service Quality Assurance
Resume:
Grace Kilmer
**** *. ***** **. ***** Federal Way, Washington,*253-***-***** ************@***.***
Seeking a position in customer service where my experiences will be further developed and
utilized.
Since a strong, positive customer service can make or break a company, I will strive towards
continuously learning about yours. I will get to know them because different customers mean
handling them differently. I realize that we are all customers therefore customers are people
and people appreciate being recognized, listen to, and understood. My goal is to build a good
customer relationship so I can manage them wisely.
Qualifications
The key strengths that I possess are the skills that I have acquired from company to
company. One of them is the importance of a return customer and always providing a positive
customer service experience on behalf of the company for “I” am the company.
Knowing when not to go head-to-head with a frustrated customer but to allow them to
vent and then use acknowledgement techniques to prove I am paying attention, then refocus
and problem solve.
Know the use of telephone silence in order to gain control over a customer complaint.
The knowledge for providing good customer service is to always go above and beyond
your service.
Giving full attention to what the customer or co-worker is saying, taking time to
understand the points being made and ask questions as appropriate.
Experience in servicing both in-person and by telephone.
Well organized and highly efficient-working in a multitasking dynamic environment.
Great communication skills dealing with customers and co-workers both verbal and
written skills are strong.
Experiences
Chicken Express 2106 N 2nd Ave. Canyon, Texas. 79015 806-***-****
Handle all the packing of the food being ordered in a quick and clean fast pace.
Assisted the cook when high orders came in.
Prepared the side order food product: mash potatoes, gravies, corn, coleslaw and
biscuits.
Took orders for in-house and drive through at a fast pace.
Cross train for temporary management.
Buffalo’s Southwest Café 2811 4th Ave. Canyon, Tx. 79015 806-***-****
Responsible for all the gill food: ribs, kabobs, chicken, fajitas, and all medium, well
done and rare burgers. Everything done at a fast sit-down restaurant pace.
Responsible for the cleaning of the grill and prep-station
Checks Unlimted 8245 N Union Blvd. Colorado Springs, Colorado, 80920 719-***-****
Handled high volume inbound calls.
Meet individual goals for calls taken, calls tracked, quality assurance, etc.
Adhered to government monetary regulations.
Maintained confidentiality of customers’ routing and bank account numbers.
Process orders, forms, applications and requests of specific checks
Record details of actions taken on red flagged customers.
Upsell products and services
Handled both English and Spanish calls.
FingerHut Corp. 14 McLeland Rd. St. Cloud, Mn. 56303 800-***-****)
Handled high volume inbound calls both in English and Spanish.
Resolve customer service complaints by performing activities such as exchanging
merchandise, refunding money, and adjusting billing due dates.
Research misplaced payments.
Provide information about product and services.
Maintain confidentiality of customer’s credit card information.
Finding answers to customers’ questions and solutions to their order problems.
Record details of inquiries, comments and complaints.
Education
Willmar Senior High Diploma June 1, 1989
2701 30th St. NE
Willmar, Mn. 56201
Ridgewater College AADegree December 2004
2101 15th Ave. NW Honors
Willmar, Mn. 56201 Education K-5
Southwest Minnesota State University 2004-2006
1501 State St. Art Education K-12
Marshall, Mn. 56258
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