Service Representative Customer

RAHMAN DANCY434-***-****

*** ********* *****

Va Beach, Virginia 23462

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

Professional Summary

Friendly and Empathetic Customer Service Representative with 3+ years of experience delivering exceptional support via phone, email, and live chat. Proven ability to resolve customer issues efficiently, maintain accurate records, and collaborate with internal teams to improve service processes. Adept at handling inquiries with professionalism and care, ensuring high levels of customer satisfaction in remote and fast-paced environments.

Core Competencies:

*Customer Support (Phone, Email, Chat)

Conflict Resolution:

*CRM & Ticketing Systems (Zendesk, Salesforce)

*Empathetic Communication

*Problem Solving & Escalation

*Remote Team Collaboration

*Knowledge Base Management

*Process Improvement

Professional Experience:

Parts Sales Manager

Auto Zone Inc

Va. Beach, Virginia 23462

Currently Employed

Customer Service Representative (Remote)

ABC Tech Solutions April 2021 – March 2023

•Handle 50+ daily customer interactions via phone, email, and live chat, maintaining a 95% customer satisfaction rating.

•Accurately document all customer interactions in Salesforce, ensuring up-to-date and complete records.

•Escalate complex technical issues to senior support or product teams while maintaining ownership of customer communication.

•Collaborate with cross-functional departments to troubleshoot recurring customer problems, resulting in a 20% decrease in repeat inquiries.

•Contributed to internal knowledge base updates to streamline support and reduce average handling time.

Customer Support Associate

BrightRetail Inc. August 2019 – March 2021

Provided product information and resolved order-related issues for online shoppers via phone and email.

Maintained professionalism during high-stress situations, leading to consistent positive feedback.

Assisted in training new hires on support procedures and tools.

Identified trends in customer concerns and suggested process improvements, leading to a 15% boost in resolution speed.

Education:

Associate Degree in Applied Science of Business Management w/ emphasis in Communication

U.S. Career Institute 2018

Bachelor Degree in Business Administration

Colorado Technical University 2022 ~ currently enrolled

Technical Skills:

*CRM: Salesforce, Zendesk, Freshdesk

*Communication Tools: Slack, Zoom, Microsoft Teams

*Ticketing Systems, Live Chat Platforms

*Microsoft Office Suite, Google Workspace

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