Customer Service Call Center
Resume:
BRIAN
NELSON
Brian.Nelson***@gmail.c
om
Houston, Texas 77056
Forward-thinking team leader skilled at operating
departments efficiently to meet goals. Successful
background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
PROFESSIONAL SUMMARY
The Guardians Institute Museum - Customer Service
Manager
New Orleans, LA • 11/2015 - 07/2022
WORK HISTORY
Introduced higher standards for customer service and increased efficiency by streamlining operations.
•
Supervised employees and assessed performances to
determine training needs and define accurate plans for decreasing process lags.
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Exceeded team goals and collaborated with staff
members to implement customer service initiatives.
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• Developed service procedures, policies and standards. Collected customer feedback and made process changes to exceed customer satisfaction goals.
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Completed special projects by using effective decision making, critical thinking and time management skills.
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Negotiated contracts with outside carriers to minimize costs to company and customers.
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Processed debit and credit card and electronic check payments.
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Responded to customer calls and emails to answer
questions about products and services.
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Compiled status and performance reports for team
leaders to address company strengths and weaknesses.
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Performed various clerical duties by filing and faxing documents and creating customer databases.
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• Attended telephone skills and program information SKILLS
Inter-department
collaboration
•
• Budgeting and Reporting
• Account Updates
• Team Leadership
• Training and Development
• Schedule Coordination
• Telemarketing Expertise
Purchasing and
procurement
•
• Effective problem solver
• Research and due diligence
Microsoft Outlook, Word
and Excel
•
Staff education and
training
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• Customer-focused
Texas Southern University
Houston, TX
Bachelor of Arts:
Telecommunications
University of Southern
EDUCATION
California
Los Angeles, CA • 05/2011
Master of Fine Arts: Film
Studies
University of New Orleans
New Orleans, LA • 12/2005
Bachelor of Arts:
Communications
Ashford University - Call Center Customer Service
Specialist
San Diego, CA • 07/2011 - 10/2015
University Of Southern California, USC - Call Center Customer Service Representative
Los Angeles, CA • 08/2006 - 05/2011
training sessions to boost aptitude.
Educated customers on company systems, form
completion and access to services.
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Responded to customer comments and questions via
LiveChat during shifts.
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Resolved concerns with products or services to help with retention and drive sales.
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Answered up to 2,000 incoming calls per month in busy, fast-paced global call center.
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Sought out extra training opportunities to enhance customer relationship management abilities.
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Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
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Helped large volume of customers every day with
positive attitude and focus on customer satisfaction.
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Researched issues through identification of similar past problems and recommended most appropriate solution.
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Detailed payment options and explained price, receipt and billing details to customers.
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• Maintained and managed customer files and databases. Responded to customer calls and emails to answer
questions about products and services.
•
Evaluated customer information to explore issues,
develop potential solutions and maintain high-quality service.
•
Resolved concerns with products or services to help with retention and drive sales.
•
Responded to customer comments and questions via
LiveChat during shifts.
•
Responded to customer calls and emails to answer
questions about products and services.
•
Detailed payment options and explained price, receipt and billing details to customers.
•
Answered over 75 calls per shift to meet fast-paced call center demands.
•
Documented and detailed calls and complaints using call center's CRM database.
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Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
•
• Addressed customer account discrepancies and concerns.
• Maintained and managed customer files and databases. Escalated complicated customer account issues to
supervisors and help desk workers.
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Performed various clerical duties by filing and faxing documents and creating customer databases.
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Contact this candidate