Mark Neal

San Diego, CA 619-***-**** adz2ni@r.postjobfree.com

PROFESSIONAL SUMMARY

Experienced customer service representative with over five years of experience in telephone, email, and live chat. Highly familiar with customer relationship management (CRM) systems and software, conflict resolution, and customer escalations. Excited to use my proven skills and customer enthusiasm to bring customer satisfaction efficiently and effectively to all of those I encounter while on the job.

TECHNICAL SUMMARY

O/S: Linux/Unix, Windows, MacOS

ITSM Platforms: Salesforce, Jira, Zendesk, ServiceNow Knowledge & Skills Areas

• SQL

• Business Analysis

• Google Sheets

• Google Suite

• Trust and safety

• Trend Analysis

PROFESSIONAL EXPERIENCE

Customer Experience Agent, Soapy Joe’s Group Inc October 2021 – Present

• Answered products and service questions, providing information on related products and services.

• Utilized upselling techniques to increase average order values for online-ordered products.

• Maintained a customer account information database, including account cancelations and updates.

• Reviewed users’ activity based on risk data and took necessary actions to decrease fraud activity on customers accounts.

• Achieved one-call resolution 90% of the time, exceeding the departments’ goal of 85% Client Service Representative, CIR Law Offices 2015-2021

• Managed minor issues involving clients and accounts, escalating situations the required additional assistance to client manager for immediate attention.

• Updated logbook with visitor arrival and departure times.

• Directed clients toward correct office or conference room.

• Answered multi-lie phone systems and respond to live chat request on company’s site.

• Assisted in coordinating office events by preparing invitations and ordering office supplies. EDUCATION

Monte Vista High School – Spring Valley, CA 2014

Contact this candidate