Customer Service Call Center
Resume:
JAIME
WALKER
**********@*****.***
Trezevant, TN 38258
Driven Job Title with experience as primary point of escalation for high-level client questions, needs, wants and complaints. Passionate about delivering superior interactions with customers by hearing issues, requirements and requests to provide first-class customized solutions. Dedicated to identifying trends by analyzing customer records, purchases, inquiries and complaints to develop rapid solutions. PROFESSIONAL SUMMARY
Parragon Publishing - Customer Service Executive
Milan, TN • 02/2010 - 06/2018
WORK HISTORY
Described product and service details to customers to provide information on benefits and advantages.
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Provided company information and policies to customers upon inquiry and answered questions via phone, email or online chat.
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Resolved customer billing errors by researching issues in system, asking open-ended questions and determining root causes of problems.
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Developed working relationships with internal and external customers while assisting with account management duties.
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Explained online self-help options to customers to promote additional and after-hours support choices.
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Maintained accurate and current customer account data with manual forms processing and digital information updates.
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Escalated critical customer issues to supervisor immediately to avoid lost revenue and canceled policies.
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Assessed customer service trends and evaluated complaints to determine areas in need of enhancement and align teams to better meet customer demands.
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Solicited customer engagement in loyalty programs to enhance company revenue generation.
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Modified and refined offerings and operational practices to meet changing customer requirements.
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Evaluated interactions between associates and customers to assess personnel performance and implement strategies for customer satisfaction improvement.
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Delivered exceptional training and hands-on motivation to team members to enhance service delivery approaches and boost customer satisfaction.
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Submitted Timeframe reports to management outlining calls made, queries received and issues resolved and uploaded KPI reports into Service Cloud system.
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LANGUAGES
SKILLS
• Inbound Customer Calls
• Retail Sales Customer Service
• Report Creation
• Microsoft PowerPoint
• Issue Escalation
• Payment Management
Internal Department
Communication
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• Presentation Skills
Complementary Products and
Services
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• Lotus Notes
• Order Fulfillment
• Customer Relations
• Active Listening
• Special Requests
• Loyalty Programs
• Coaching and Mentoring
• Microsoft Excel
• Information Updates
• Corporate Standards
• Customer Queries
• Customer Transactions
• Microsoft Word
• Team Collaboration
• Accurate Recordkeeping
• Providing Feedback
• Sales Expertise
• Call Control
• Product Organization
• Problem-Solving Ability
• Document Control
• Data Evaluation
• Contact Management Systems
• Conflict Mediation
• Multi-Line Phone Talent
• Call Center Operations
• Critical Thinking
• Brand Representation
• System Implementation
• Professional Telephone Demeanor
• Appointment Coordination
• Typing Proficiency
• Managing Multiple Tasks
• Conflict Resolution
• Quality Assurance Controls
• Sales Growth Initiatives
• Quality Control
• Customer Service
• Special Assignments
• Product Promotion
• Promotional Support
Bethel University
Mckenzie, TN • 05/2003
Bachelor Of Arts For Teaching:
English
EDUCATION
Spanish
Professional Working
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