Customer Service Representative
Resume:
SHIRLEY
NAX
*******.****@*****.***
Chester, IL 62233
Dynamic and results-oriented professional with a robust background in remote work environments, excelling in both independent and collaborative settings. Committed to delivering exceptional customer service while maximizing satisfaction and retention through proactive engagement and a keen understanding of individual needs. Strong problem-solving skills and meticulous attention to detail effectively address inquiries and resolve concerns. Proven ability to multitask and manage time efficiently, consistently achieving performance targets while maintaining clear communication and accurate records. PROFESSIONAL SUMMARY
SKILLS
• Microsoft office (10+ years)
Customer Service Skills (10+
years)
•
• Data Entry (10+ years)
• Conflict Management
• Negotiation
• Microsoft Outlook
• Accounts Receivable
• Administrative Experience
• Management
• CRM Software
• Account Reconciliations
• Customer focus & orientation
Responding to customer
situations with sensitivity
•
Identifying and resolving
common customer issues
•
Cape Girardeau Community college
Cape Girardeau, MO • 06/1992
High school or equivalent
EDUCATION
Path - Remote Helpline Specialist
07/2024 - 06/2025
Christian Care Ministries - Remote Member Service Representative 08/2023 - 05/2024
ATT Call Center - Remote Customer Service Representative Mesa, AZ • 10/2020 - 05/2023
Carol's Accounting - Customer Service Representative McClure, IL • 01/2013 - 10/2022
WORK EXPERIENCE
Facilitated effective communication during 988 and crisis interactions. Develop and implement crisis-related safety plans, adhering to established protocols. Provide mental health information and referrals, adhering to established protocols. Request and connect local mental health center crisis teams for intervention assistance as needed.
•
Engage 911 for assistance if there is an imminent risk to the individual or others. Maintain accurate and detailed records of all interventions during the work shift. Managed various tasks and duties effectively. Establish and maintain rapport and connection with the Helpline Operations
•
Demonstrate accuracy and thoroughness in quality control while adapting to changes and managing competing demands.
•
Managed inbound calls to support customers with diverse needs. Applied specialized techniques to effectively de-escalate customer issues. Accessed different platforms to determine root causes. Logged detailed information in CRM system to oversee client interactions.
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Communicated with clients over phone, email and chat platforms. Suggested replacements, solutions, and recommendations with empathy. Boosted sales through strategic cross-selling techniques.
•
Utilized scripts to achieve optimal call control. Maintained composure to defuse aggressive customer interactions.
•
• Entered and managed data efficiently.
NARS - Customer Service Representative
Cape Girardeau, MO • 07/2012 - 08/2013
• Interpreted data to support strategic planning.
• Handled client inquiries efficiently.
• Handled incoming calls efficiently.
• Confirmed adjustments successfully rectified client problems.
• Assessed costs for service requests.
• Mediated disputes by employing strategic negotiation techniques.
• Maintained organized records of all data entries.
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