Customer Service Representative

NICKY WILLIAMS

**** ********* ****** ********, **. 31404 · 912-***-****

***************@*****.***

Energetic Customer Service Representative with 4+ years of experience resolving complex customer inquiries in a call center setting. Passionate about building strong customer relationships, driving brand loyalty, and increasing customer engagement.

EXPERIENCE

JANUARY 2018 – PRESENT

CUSTOMER SERVICE REPRESENTATIVE, ONBRAND 24

• Serves as customer service contact for inbound customer interactions

• Utilizes proper procedures and documented knowledge articles to achieve first contact resolution and aides in policyholder retention

• Documents ancillary business and/or customer interaction information

• Leverages opportunities to expand customer interactions to learn more about the customers current and future needs

• Demonstrates a commitment to customer service, adding new customers while maintaining service levels and looking for multi-lining opportunities with existing accounts

• Escalates problems or inquiries as needed

• Uses multiple applications to gather the necessary information and notify business partners regarding messages, inquiries, and claim reporting

• Utilize knowledge base and training to accurately answer customer questions and sell appropriate products and services

• Utilize systems and technology to complete account management tasks

• Comply with requirements surrounding confidential information and personal information

• Attend meetings and training and review all new training material to stay up-to-date on changes to program knowledge, systems, and processes

• Adhere to all attendance and work schedule requirements JUNE 2016 – DECEMBER 2017

VERIFIER, SELECT SOURCE

• Unpacks, verifies, and repacks mail shipments of imported merchandise to assure compliance with federal revenue laws

• Unpacks containers and visually verifies identity and quantity of merchandise against declaration or invoice; weights and measures commodities

• May write descriptive verification as compared with declaration or invoice

• Lists damaged goods

• Records evidence of tampering, pilfering, shortages, excesses, or other unusual condition of merchandise

2

• Repacks merchandise after examination, for release to postal service and subsequent delivery

EDUCATION

JUNE 2003

HIGH SCHOOL, A.E. BEACH HIGH SCHOOL

It’s okay to brag about your GPA, awards, and honors. Feel free to summarize your coursework too.

SKILLS

• GOAL ORIENTED

• ADAPTABILITY

• RESPONSIVENESS

• CLEAR COMMUNICATION SKILLS

• TIME MANAGEMENT

• TECHNICAL KNOWLEDGE

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