Customer Service Representative
Resume:
Zachary, USA *****
************@*****.***
EDUCATION
Associate of Arts
Medical Clerk
Baton Rouge School of Computers,
Baton Rouge, LA
June 1988
Associate of Arts
GENERAL STUDIES
Liberty High School, Ms
May 1983
PROFESSIONAL SUMMARY
Service-focused Customer Service Representative dedicated to maximizing satisfaction and retention with proactive attention to individual customer needs. Smoothly handles questions and resolves concerns with great problem-solving abilities and attention to detail. Multitasks and manages time well to consistently meet performance targets. SKILLS
EXPERIENCE
MEMBER SERVICE REPRESENTATIVE
Pelican State Credit Union Baton Rouge, LA June 2024 - March 2025 CUSTOMER SERVICE REPRESENTATIVE
Arise/Home Depot Miramar, FL April 2016 - June 2024 JERRY WELLS
• Customer Service
• Problem Solving
• Communication
• Research
• Issue Resolution
• Performed account maintenance activities such as opening accounts, issuing cards, and processing deposits and withdrawals.
• Provided excellent customer service by assisting, responding to, and resolving customer inquiries.
• Handled sensitive and confidential information with discretion to maintain department security.
• Serving Members Remotely: Assisting members through video chats, kiosks, or remote access.
• Product and Service Sales: Cross-selling credit union products and services to members.
• Record Keeping: Maintaining accurate records of all interactions with members.
• First-Call Resolution: Answering member inquiries and resolving issues efficiently.
• Researched assistance requested and offered accurate information to resolve issues and respond to inquiries.
• Answered inbound calls to greet and assist customers with various needs and questions.
• Resolved customer inquiries, complaints, and issues providing insightful solutions.
• Addressed customer concerns and complaints and resolved issues BILLING /CUSTMER SERVICES
Arise/xfinity Miramar, FL April 2016 - February 2021 SENIOR CUSTOMER SERVICE SUPERVISOR
ACS/Xerox Government Healthcare Solution Baton Rouge, LA June 2013 - May 2016
promptly.
• Built strong knowledge of product line to assist customers in selecting products.
• Returned customer calls and responded to inquiries and complaints.
• Navigated multiple systems to identify source of issue.
• Documented detailed notes in CRM system to track customer interactions.
• De-escalated customer complaints using specialized communication techniques.
• Resolved product and service issues promptly.
• Provided solutions, recommendations and replacements with empathy and positive feedback.
• Processed orders and coordinated delivery schedules to meet customer needs.
• Met and exceeded daily service quality and performance goals.
• Reviewed past billing statements to identify and correct erroneous transactions and flagged unusual records for management intervention.
• Facilitated customer service restoration after pending payment completion and recommended alternative transaction methods for preventing service interruption.
• Verified new payments, determined client financial information and updated respective accounts, preventing existing service termination over unpaid bills.
• Remained calm, composed and polite to deescalate aggressive customer behavior.
• Engaged with customers to understand needs, resolve issues, and answer product questions.
• Served as friendly first point of contact for customer inquiries.
• Made informed decisions under stressful circumstances.
• Provided key information to supervisors regarding customer issues or complaints.
• Met and exceeded daily service quality and performance goals.
• Offered products and services to meet customers' needs and goals.
• Documented detailed notes in CRM system to track customer interactions.
• Navigated multiple systems to identify source of issue.
• Communicated with clients over phone, email and chat platforms.
• De-escalated customer complaints using specialized communication techniques.
• Used web-based and proprietary knowledge bases to locate account and transaction information for customers and colleagues.
• Developed collaborative partnerships with customers and internal business partners to successfully solve complex problems. MORTGAGE BROKER /LOAN OFFICER
True Faith Mortgage Baton Rouge, LA June 2005 - November 2011
• Handled external inquiries during peak periods to reduce wait times and maximize customer satisfaction.
• Uphold strict security standards to protect sensitive customer information.
• Fostered productive business relationships and promoted long-term growth opportunities.
• Provided targeted customer support via live chat, email, and telephone.
• Shared relevant tools with customers as necessary to reduce support call frequency.
• Directed phone calls to shorten service time and steer conversations towards targeted solutions.
• Enhanced productivity by training new employees in clerical tasks and office policies.
• Identified employee performance problems and causes before developing solutions to resolve issues.
• Addressed employee relations issues in collaboration with HR personnel and recommended solutions.
• Coordinated workflows and monitored administrative team performance.
• Documented daily work metrics and reported findings at weekly staff meetings.
• Boosted team performance with motivational support, mentoring and job skill coaching.
• Assisted team members in resolving complex issues with critical thinking and tactful communication.
• Cultivated close relationships with various service vendors to secure reduced rates for regular property maintenance and repairs.
• Attended closings to verify contract term fulfillment for both parties, providing guidance in cases of non-fulfillment.
• Advised buyers and sellers on industry standards, best practices and pricing strategies.
• Monitored agent activities to encourage consistent compliance with company policy and fair housing regulations.
• Established strong relationships with clients, building loyalty and trust in loan process.
• Met with clients to complete application documentation, answer questions and resolve concerns or complaints.
• Stayed on top of changes in credit regulations to offer each client accurate and current advice, helping to obtain best possible resources.
• Maintained solid referral pipelines to keep up consistent stream of prospective customers.
• Evaluated financial status, creditworthiness and collateral of each applicant to determine risk level of granting loan.
• Stayed current on loan market, available products, and strategies for bringing in new customers.
• Carefully reviewed account and credit records to determine risk level associated with each applicant.
• Compiled credit and financial statements and credit history to begin application process.
COMMERICAL SALES MANAGER
Lowes Baton Rouge, LA November 1998 - May 2005
• Explained borrower responsibilities relative to amortization schedule.
• Worked within approval limits to move loans forward and conferred with managers to handle larger and more complex applications.
• Served as primary contact for commercial customers and actively maintained open lines of communication.
• Worked closely with all sales personnel to assist with routine sales and handle advanced issues.
• Restored satisfaction by quickly resolving customer complaints with acknowledgment and tactful communication.
• Determined price schedules and discount rates to maintain competitive positioning.
• Engaged customers to quickly identify needs, negotiate contracts, and close sales.
• Explained product features and demonstrated operation to educate customers and close sales.
• Prepared and forecasted budgets and expenditures.
• Built favorable industry partnerships by representing company and promoting products at trade shows and conventions.
• Established ambitious quotas and helped each team member implement personalized plan to achieve targets.
• Coordinated with shipping and receiving staff to schedule shipments and monitor delays.
• Reviewed operational metrics and sales data to inform sales strategy.
• Closed tough deals and complex sales using strong persuasion and negotiation skills.
• Mentored sales team in document management, CRM software and contract negotiation.
• Projected sales and identified less profitable areas by closely monitoring operations.
• Increased customer satisfaction with targeted sales team training in relationship management and negotiation strategies.
• Maximized profitability by capitalizing on revenue opportunities with well-coordinated sales programs.
• Achieved sales targets by successfully maintaining and developing commercial sales.
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