Customer Service Call Center
Resume:
Jeffery Edwards
Fort Smith, AR *****
************@*****.***
I have over two years in the call center environment, and before I started working as a student at the university, I was also a server and a manager for both companies I worked for. Work Experience
Customer Service Representative
Sykes
July 2021 to January 2023
Manage in-person and telephone complaints and requests from more than [100 customers daily] Perform regular assessments regarding customer complaints and provide suggestions to improve customer satisfaction and [retention by 15%]
Exceed customer satisfaction goals by [15%-30% month over month] and identify opportunities to improve the customer experience
Served more than 80 customers daily, provided assistance in locating products, and finalized sales transactions
Managed customer returns, fielded complaints with patience and understanding, and identified resolutions to ensure customer satisfaction
Train new employees on CRM software and customer service best practices to deliver a high-quality customer experience
Achieve average [customer service ratings of 87%], [13% higher than the company average] Resolved an average of nearly 500 inquiries on a weekly basis while meeting all performance milestones for speed and accuracy
Provided quality customer service in a high-volume call center processing transactions and assisting with service sign-ups
Achieved a [95% customer service rating] during annual audits and received recognition for exceptional communication skills
Train three call center employees on using multiline telephones, cistomer service best practices, and consultative sales techniques
Fielded phone inquiries from prospective customers, resolved issues with products and merchandise,
[and maintained customer service scores of 92% month over month] Provide training to new hires on SOPs, customer service best practices, and products Responded to phone calls and in-store inquiries from retail customers, guided shoppers in locating products and merchandise, and communicated with empathy and understanding Education
license in History
University of Arkansas - Fort Smith, AR
August 2008 to December 2009
diploma
August 2005 to June 2008
Skills
• Typing
Over-achieving
Fluent in speaking
Quick problem solving
• Telemarketing
• Multi-line Phone Systems
• Account Management
• Office Management
• English
• Recruiting
• Customer Relationship Management
• Negotiation
• Sales Management
• Business Development
• Research
• Learning technology
• Outbound calling
• Salesforce
• Sales
• Customer relationship management
• Communication skills
• Time management
• CRM software
• Customer service
• Windows
• Typing
• Office management
• Software troubleshooting
• Analysis skills
• Relationship management
• Sales management
• Business development
• Account management
Certifications and Licenses
Jeffery Taylor Edwards
June 2021 to June 2025
Assessments
Verbal communication — Proficient
May 2023
Speaking clearly, correctly, and concisely
Full results: Proficient
Written communication — Proficient
May 2023
Best practices for writing, including grammar, style, clarity, and brevity Full results: Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
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