Customer Service Representative
Resume:
Alex Adams
Sumter, SC *9150
Cell: 845-***-****
****.********@*****.***
Career Overview
I am a dedicated customer service representative motivated to maintain customer satisfaction and contribute
to company success. I am highly motivated and strive to accomplish stretch goals.
Profile
Successful experience in customer service and support with recognized strengths in account
maintenance, problem solving, trouble shooting, sales and staff support.
Proactively plan and implement enhanced procedures and systems.
Possess solid computer skills in addition to strong written and verbal communication skills.
Ability to train, motivate and supervise customer service employees.
Experience in multiple call centers working for Banks and Mortgage companies.
Core Strengths
Strong organizational and problem solving skills
Active listening skills with proven mentorship abilities
Energetic and motivating work attitude
Adaptive and collaborative team player
Results orientated leadership talents
Employment History
First Citizens Bank, Columbia, SC 08/2013 04/2014
Phone Banker I (03/2014 – Present)
Resolved product issues and shared benefits of new technology.
1.
Expressed appreciation and thanked customers for their business.
2.
Promptly responded to general inquiries from customers.
3.
Successfully interact and assisted with customer’s product and service complaints.
4.
Guaranteed positive customer experiences and resolved all customer complaints.
5.
Recommended, selected and helped locate credit card products based on customer needs and
6.
desires.
Cross sell products to credit card holders based on the original inquiry or needs.
7.
Take inbound calls.
8.
Assurant Specialty Property, Florence, SC 08/2013 03/2014
Customer Care Specialist I (08/2013 – 04/2014)
Assisted homeowners with setting up property loss claims
Create a positive customer experience by expressing empathy and reassurance.
9.
Resolve customer inquires in an expeditious manner while still following the mortgage companies
10.
policies and procedures and the investors guidelines.
Remain a team player in a call center environment.
11.
Excel in areas such as Adherence, Average Handle Time/Customer Time Invested, and various other
12.
KPI’s.
Take inbound calls.
13.
Sykes
Enterprises, Sumter, SC
10/2011 08/2013
Team Manager (02/2013 – 08/2013)
14. Manage a team of 15+ agents.
15. Assist agents with customer inquiries.
16. Perform management tasks and responsibilities to include bi weekly payroll.
17. Responsible for weekly coaching of new materials and review of agent performance metrics.
Customer Satisfaction Coach (12/2012 02/2013)
18. Coach a team of 6 agents on how to improve skills and provide world class customer service.
O.J.T Trainer (08/2011 – 12/2012)
19. Lead a team of 3+ employees in training new staff.
20. Train 20+ new employees
Customer Service Representative (10/2011 – 08/2011)
21. Cross trained and provided back up for other customer service representative when needed.
22. Resolved product issues and shared benefits of new technology.
23. Expressed appreciation and thanked customers for their business.
24. Promptly responded to general inquiries from customers.
25. Successfully interact and assisted with customer’s product and service complaints.
26. Guaranteed positive customer experiences and resolved all customer complaints.
27. Executed outbound calls to fully resolve a customer inquire.
28. Recommended, selected and helped locate credit card products based on customer needs and
desires.
29. Cross sell products to credit card holders based on the original inquiry or needs.
30. Take inbound calls.
& W Contracting, LLC Sumter, SC
E, 10/2007 05/2010
31. Remove walls, replace entire walls by laying sheet rock, repairing holes in walls and ceilings from
water damage, remove electric wall heaters and replace with sheet rock, demolition work and clean
up, home and apartment repairs such as fixing minor wall damage and major wall damage, covering
exposed pipes, water heaters, etc. by using sheet rock.
32. I have worked on apartment complexes in Sumter, SC such as James Village, Ashley Chase and
Lantana Apartments.
McDonalds, Sumter, SC 03/2004 06/2007
Crew Member
Prevent store loss using awareness, attention to detail and integrity.
1.
1. Worked as a team member performing cashier duties, product assistance and cleaning.
33. Stocked and rotated inventory regularly
Education
Central Carolina Technical College, Sumter, SC 2009
Business Management Studies
Sumter High School, Sumter, SC 2005
High School Diploma
References
Donte Fitzhugh, Senior Account Manager, Sykes Enterprises Inc.
Office 803-***-****
Mobile 803-***-****
Wendy Gordon, Disability Benefits Specialist I, Colonial Life
Office 803-***-****
Mobile 803-***-****
Quintin Singleton, Production Associate, Becton Dickson & CO.
Mobile 803-***-****
Dorell Shaw, Manager, McDonalds
Office 803-***-****
Mobile 803-***-****
Contact this candidate