Customer Service Representative
Resume:
Patrick Henderson
**** *. ********** ***., ***. *123
Phoenix, AZ 85029
**************@******.***
Work Experience
Dish Network March 2024 to Current
Customer Service Representative
•Customer Support & Resolution:
•Served as the primary contact for customer inquiries, providing professional, empathetic, and timely support.
•Resolved customer concerns by identifying issues, finding appropriate solutions, and following up to ensure satisfaction.
•Handled complaints, provided alternatives, and escalated complex issues to the appropriate departments.
•Communication & Product Knowledge:
•Provided accurate information about products, services, policies, and promotions.
•Maintained up-to-date knowledge of company offerings to effectively assist customers.
•Communicated effectively via phone, email and live chat.
•Record Keeping & Process Improvement:
•Maintained accurate and detailed customer interaction records in CRM systems.
•Identified customer inquiry trends and provided feedback to improve processes.
•Collaborated with other departments to enhance the customer experience.
•Sales & Operations:
•Assisted with basic technical support and troubleshooting.
•Identified and recommended suitable products or services to meet customer needs.
Target Incorporated - Phoenix, AZ July 2021 to March 2024
Customer Service Representative
·Respond to customer inquiries via phone, email, and chat.
·Resolve customer complaints and issues in a timely and professional manner.
·Process orders, returns, and exchanges.
·Provide product information and recommendations to customers.
·Maintain accurate customer records and order information in CRM system.
·Collaborate with other departments to ensure customer satisfaction.
·Identify and escalate complex issues to senior customer service representatives or managers.
·Participate in training and development programs to improve customer service skills.
·Meet or exceed performance metrics such as response time, resolution rate, and customer satisfaction scores.
·Continuously seek opportunities to improve processes and procedures to enhance the customer experience.
Dish Network March 2015 to July 2021
Customer Service Representative
•Customer Support & Resolution:
•Served as the primary contact for customer inquiries, providing professional, empathetic, and timely support.
•Resolved customer concerns by identifying issues, finding appropriate solutions, and following up to ensure satisfaction.
•Handled complaints, provided alternatives, and escalated complex issues to the appropriate departments.
•Communication & Product Knowledge:
•Provided accurate information about products, services, policies, and promotions.
•Maintained up-to-date knowledge of company offerings to effectively assist customers.
•Communicated effectively via phone, email and live chat.
•Record Keeping & Process Improvement:
•Maintained accurate and detailed customer interaction records in CRM systems.
•Identified customer inquiry trends and provided feedback to improve processes.
•Collaborated with other departments to enhance the customer experience.
•Sales & Operations:
•Assisted with basic technical support and troubleshooting.
•Identified and recommended suitable products or services to meet customer needs.
Education
Rutgers University - New Brunswick, NJ
Bachelor's in Psychology. Overall G.P.A: 3.77
Stockton University - Galloway, NJ
Bachelor's in Business Administration. Overall G.P.A: 3.83
Skills
·Strong oral and written communication skills. Strong interpersonal skills including an outgoing, friendly and empathetic approach to people. Excellent listening skills. Customer focused.
·Excellent multi-tasking. Excellent research skills. Highly mentally organized. Logical thinking.
·Excellent troubleshooting and problem-solving skills. Highly driven and motivated to succeed in whatever I do.
·Highly efficient. Accurate. Disciplined. Work well on my own as well as in a team environment.
·Highly flexible and love to be challenged. Solution focused. High work ethic.
·Excellent computer skills including hardware and software on both PC and Mac platforms.
·Excellent Internet skills. Social media. Software knowledge of Microsoft Office including Word, Excel, Powerpoint, Outlook, Teams and Zoom. CRM software such as Salesforce among many others.
Contact this candidate