Customer Service Representative
Resume:
PROFESSIONAL SUMMARY
Strong leader and problem-solver dedicated to streamlining
operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Customer service management professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. WORK HISTORY
Customer Experience Specialist, 12/2017 - 02/2023
Amazon, Remote
Greenwood, MS 38930
*****************@*****.***
SKILLS
VICTORIA BROWN
Cross trained in multiple departments to know all company needs and train new employees
•
Analyzed and updated all necessary changes to Salesforce software
•
Processed customer service requests via phone support and email support
•
• Customized CRM using the most up-to-date tools
Noted customer correspondence in CRM to track requests, problems and solutions
•
Properly diagnosed customer needs and proactively educated them about the features and benefits of company products and services
•
Guided customers through troubleshooting, navigating the company website/mobile app or using digital tools
•
Audited internal data and processes to identify and manage initiatives, improving business performance
•
• Efficient and Detail-Oriented
• Email Support
• Understanding Customer Needs
• Creative Problem Solving
• Call Documentation
• Order and Refund Processing
• Salesforce
• Data Entry
• CRM Software
• LiveChat
• Microsoft Office
Billing Adjustments and Refunds
Review
•
• Analytics
• Strong Computational Skills
• Escalated Call Handling
• Team Goals
• Business Metrics
• Call Volume and Quality Metrics
Document and Records
Management
•
• Oracle EnterpriseOne
• Upselling
• Online Chat
• Client Inquiries
• Web Portals
• Customer Service
• Call Centers
• Constructive Feedback
• Sales Quota Achievement
• Investigate Claims
• Sales and Upselling
• Billing Adjustments and Refunds
Invoice Preparation and
Processing
•
• Issue and Complaint Resolution
• Process Transactions
Customer Service Representative, 09/2015 - 10/2017 Comcast Technology Solutions
Customer Accounts Rep, 12/2014 - 07/2015
AT&T
• Recommended metrics and models based on observed trends Worked with internal teams to understand business needs and changing strategies.
•
Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
•
Met customer call guidelines for service levels, handle time and productivity.
•
• Responded proactively and positively to rapid change. Investigated and resolved customer inquiries and complaints quickly.
•
Promoted available products and services to customers during service, account management, and order calls.
•
Documented customer correspondence in CRM to track requests, problems and solutions
•
Assisted customers with making payments or establishing payment plans to bring accounts current
•
Upheld quality control policies and procedures to increase customer satisfaction
•
Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions
•
Relayed customer feedback to cross-functional teams to improve products and services
•
Trained new hires on products and services, best practices and protocols to reduce process gaps.
•
Reviewed daily customer transactions, open and closed account reports to verify accuracies and keep all customer information current
•
Maintained customer database by entering any new and updated customer and account information
•
Satisfied customer queries over phone and email to maintain positive patient-provider relationships.
•
Listened to customers and negotiated solutions that met creditor and debtor needs.
•
• Analyzed accounts for delinquencies and other ongoing issues.
• Generated and distributed monthly customer statements.
• Processed client payments and updated accounts.
• Trained in Salesforce
• Policy and Procedure Adherence
• Livechat Messaging
• System Upgrades
• Database Configuration
Hardware and Software
Optimization
•
• Decision-Making
• Self-Motivated
• Flexible and Adaptable
• Active Listening
• Analytical and Critical Thinking
• Written Communication
• Excellent Communication
• Multitasking Abilities
• Attention to Detail
• Dependable and Responsible
• Good Telephone Etiquette
• MS Office
• Types 80 WPM
• Microsoft word
• Excel
• High-Volume Call Environments
• Microsoft PowerPoint
• Credit Card Payment Processing
• Microsoft Word
• Microsoft Excel
• Technical Support
• Critical Thinking
• Microsoft SharePoint
• Order Processing
• Microsoft Access
• Managing Multiple Tasks
• Reading Comprehension
• Closing Sales
• Phone Script
• Outbound Sales
• High-Volume Environments
• Technical Management
• Performance Goals
• Selling Skills
• Outbound Calling
• Customer Inquiries
• Follow-Up Calls
• High-Volume Call Centers
• B2B Sales
• Upselling Techniques
• Complex Problem-Solving
EDUCATION
Bachelor Of Business Administration, Business Administration And Management, 12/2013
Mississippi State University - Starkville, MS
• Negotiation Tactics
• Credit and Debt Card Processing
Contact this candidate