Customer Service Representative

Christina Johnson

901-***-**** / ************@*****.*** / 691 N Sixth Street Memphis, Tennessee 38107 CAREER SUMMARY

Dedicated and results-driven Customer Service Representative with a proven track record of delivering excellent customer experiences and driving customer satisfaction. Skilled in handling inquiries, resolving issues, and building strong customer relationships. Proficient in using customer service software/systems and communication tools. WORK EXPERIENCE

APPLE CARE

Customer Care Specialist Jul 2022 - Present

• Handle incoming customer inquiries via inbound phone, email, and chat, maintaining a 95% customer satisfaction rating.

• Resolve customer issues promptly and effectively, reducing resolution time by 20%.

• Manage an average of 50+ customer interactions per day, ensuring high-quality service standards.

• Utilize CRM software (e.g., Salesforce) for case management and customer data analysis.

• Collaborate with cross-functional teams to escalate and resolve complex customer issues. • Provide product support and troubleshooting guidance to customers.

MEDLINE

Senior Customer Service Representative Jan 2019 – Jun 2022

• Led a team of customer care representatives, providing coaching and support to ensure excellent service delivery.

• Implemented process improvements that resulted in a 15% reduction in customer complaints.

• Analyzed customer feedback and data to identify trends and improve service offerings. • Managed customer accounts and subscriptions, ensuring accuracy and completeness.

• Conducted training sessions for new hires on customer care processes and best practices. • Handled escalated customer issues and complaints, resolving them to the satisfaction of customers. CARECENTRIX

Customer Support Specialist Aug 2018 – Jan 2019

• Provided technical support and assistance to customers, troubleshooting software and hardware issues.

• Managed a high volume of support tickets, maintaining a response time of under 24 hours.

• Utilized ticketing systems (e.g., Freshdesk) for case tracking and resolution.

• Assisted in the development of knowledge base articles and FAQs for self-service support.

• Conducted product demonstrations and training sessions for customers.

• Collaborated with product development teams to relay customer feedback and improve product features. EDUCATION

East High School

SKILLS

Customer Service Excellence Communication Skills Problem-Solving Conflict Resolution

Active Listening Empathy and Patience

Time Management Multitasking

Attention to Detail Adaptability

Relationship Building Technical Support

Banking

Data Entry CRM Software (e.g., Salesforce, Zendesk) Ticketing Systems Email and Chat Support

Microsoft Office Suite Social Media Management Call Handling Team Collaboration

Call Center Support

SOFTWARE/SYSTEM EXPERTISE:

Salesforce Zendesk

Microsoft Excel (Data Analysis and Reporting) Ticketing Software (e.g., Freshdesk, Help Scout) Email Management Platforms Chat Support Tools

Social Media Monitoring Tools

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