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Professional Summary

Customer Service Representative/ Call Center Representative versed in customer support in high call volume environments. Superior computer skills and telephone etiquette.

Skills
  • Creative problem solver
  • Quick learner
  • Credit card processing
  • Multi-line phone talent
  • Local/state health laws knowledge
  • MS Windows proficient

 Calm Under Pressure

 Knowledge Retention

 Organization

 Friendly

Work History
Rural Carrier Associate, 05/2015 to 12/2015
United States Postal Service Aulander, North Carolina
An RCA is responsible for sorting, receiving and loading the mail in his vehicle for distribution on an established route. The RCA picks up mail from homes, sells postal supplies and maintains security for the mail in his possession. At the end of the day, the RCA returns collected mail, paperwork and any money received to the post office.
Customer Service Representative, 07/2014 to 01/2015
Convergy's Greenville, North Carolina
  • Answered an average of 80 calls per day by addressing customer inquiries, solving problems and providing new product information. 
  • Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
  • Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.

Sales Representative, 06/2012 to 03/2013
Centurylink Tarboro, North Carolina
answer calls and respond to emails, handle customer inquiries both telephonically and by email, research required information using available resources, manage and resolve customer complaints, provide customers with product and service information, enter new customer information into system, update existing customer information process orders, forms and applications, identify and escalate priority issues, route calls to appropriate resource, follow up customer calls where necessary, document all call information according to standard operating procedures, complete call logs, produce call reports
Food Service Officer/Manager, 12/2005 to 06/2007
Gates Correctional Center Greenville, North Carolina
 A manager in charge of food service operation at a State Correctional Institution or Facility which serves on a daily basis between 1-4000 meals to inmates and staff; plans, organizes, and directs a complete food service operation which includes a large-scale food preparation and food serving area; administrative responsibility for menu modification, purchasing perishable food items, personnel, finance, nutrition, food preparation, food service, and sanitation; directs food service supervisors, instructors, and inmate help; develops and implements cross training programs to food service employees; reviews on-the-job vocational training provided to the inmate help; maintains satisfactory working conditions; conforms with established sanitation and safety standards; enforces security and custody regulations.
Food Service Specialist/ Supply Specialist, 10/1994 to 12/2002
Army National Guard Greenville, North Carolina

The food service specialist is primarily responsible for the preparation and service of food in field or garrison food service operations. Bake, fry, braise, boil, simmer, steam and sauté as prescribed by Army recipes. Operate, maintain and clean field kitchen equipment. Perform preventive maintenance on garrison and field kitchen equipment.

The unit supply specialist is primarily responsible for supervising or performing tasks involving the general upkeep and maintenance of all Army supplies and equipment. Receive, inspect, inventory, load/unload, store, issue and deliver supplies and equipment. Maintain automated supply system for accounting of organizational and installation supplies and equipment. Issue and receive small arms. Secure and control weapons and ammunition in security areas. Schedule and perform preventive and organizational maintenance on weapons. Operate unit-level computers.

Education
Still Pursing: Psychology Capella University - Minnesota
  • Coursework includes: Speech and Communication, Sociology and Psychology
  • Completed 80 Credit hours
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Professional Summary

Information technology professional with a background in white glove support, installation and configuration. I'm an IT Specialist with a gift for understanding the needs of both business and home users, versed in troubleshooting and desktop support on Windows and Mac systems.

Skills
  • Active Directory
  • Citrix
  • Office 365 / MS Exchange
  • Windows 7/10 & Mac Support
  • Azure
  • Sharepoint / OneDrive / DropBox
  • Tier 3 & 4 Executive Support
  • Intune/Okta/Mimecast/RSA
Work History
Oct 2018 - Apr 2019 New York, NY
Client Service Executive / Richard Fleischman & Associates Inc.
  • Developed and maintained existing client relationship and developed new client relationships.
  • Ensured services were priced correctly and directed the development of client-customized solutions.
  • Trained and supported end-users with software, hardware and network standards and use processes.
  • Support, implemented, and managed desktop software patching and installation
  • Optimized office functions and managed client correspondence and communications.
  • Managed office supplies, vendors, organization and upkeep.
May 2017 - Jun 2018 North Bergen, NJ
Lead Desktop Specialist / Bergen Logistics
  • Identified and solved technical issues with a variety of diagnostic tools.
  • Resolved computer hardware and software, printing, installation, word processing, email and operating systems issues.
  • Restored data, operating systems, files, documents and drivers.
  • Trained both internal and off-site users in repairing and resolving recurring issues.
  • Traveled up to 60 miles to meet customers on location to handle hardware and software issues.
  • Repaired and replaced hardware, including desktops, printers, servers, cameras and DVRs.
Feb 2016 - Sep 2016 Melville, New York
Service Desk Analyst / Allscripts



  • Installed software, modified and repaired hardware and resolved technical issues.
  • Provided advanced level IT support to non-technical personnel within the business.
  • Managed call flow and responded to technical support needs of customers.
  • Evaluated and responded to incoming sales leads and requests for technical support assistance.
  • Resolved customer issues in a clear, courteous and straightforward manner.
  • Researched, troubleshot and resolved complex problems independently.
  • Worked closely with team members to meet or exceed all customer service requirements.
Sep 2014 - Dec 2015 New York, New York
Field Engineer / Aerial Wireless Soultions
  • Maintained documentation for all telecommunication systems, including equipment inventory and floor plans.
  • Performed Modernization on 3000/6000 series cabinets which included rip & replace of old equipment with all new equipment and installing all configurations, including power.
  • Integrated and commissioned all new cabinets we built as well as troubleshot alarms any system errors from failing scripts to faulty equipment.
  • Worked with all Ericsson equipment nodes from DUL, DUW, CBU, and DUG. All nodes used to support various network infrastructures.
  • Integrated GSM, LTE, AWS, and PCS technologies.
  • Assisted in business operations, product management, and business development.
Education
2016 Newark, NJ
Bachelor of Science in Information Technology New Jersey Institute of Technology
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Professional Summary
Twelve years experience as staff nurse on an critical care telemetry unit of a Magnet Hospital.  Maintain strong communication with all levels of the healthcare team to ensure safe, quality, patient care.  Educating patients specific to their medical conditions to meet optimum goals of care.  Member of the hand washing audit team , collecting monthly data to ensure proper hand hygiene and aide in reducing/eliminating  infection rates.  Role of charge nurse on a rotating basis, leading our team to ensure safe care.   Assigning incoming  patients to the unitf for current shift and post shift, ensuring proper staffing and nurse: patient ratio is met per hospital protocol.  Fielding patient and family queries and concerns.
Licenses
Registered Nurse in the State of CT, License number [number]
Basic Life Support (BLS) Certification [year to present]
Advance Cardiac Life Support (ACLS) Certification
Skill Highlights
 
 
  • Skilled cardiac care nurse
  •  Diabetes, Hospice and Stroke Patient Care
  • Enthusiastic caregiver



Professional Experience
Client Service Representative May 1991 to Jun 2001
Automatic Data Processing Inc. Milford, CT
Education and Training
Associate of Science, Nursing 2005 St. Vincents College Bridgeport, CT
Pursuing BSN, RN to BSN Fairfield University Fairfield, CT
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Professional Summary

Dedicated Customer Service Specialist with over 10 years customer service experience in a fast-paced, team-based environment. Customer service professional skilled in establishing rapport with clients. Self-motivated with exceptional communication and computer capabilities.

Skills
  • Bachelor of Business Administration degree 
  • Computer resource utilization of Microsoft Word, Excel, PowerPoint, and Outlook.
  • AS/400 experience.
  • ​Exceptional communication skills.
  • Dependable.



  • Time management skills.
  • Exceptional order process and workflow management.
  • Adheres to customer service procedures.
  • Strong problem solving aptitude.
  • Dedicated team player.


Work History
Client Service Representative, 08/2004 to 06/2016
Bank of America Riverdale, GA
  • Balanced daily cash transactions and reconciled daily transactions to ensure accuracy.
  • Facilitated implementation of new and revised policies and procedures throughout branch and department.
  • Developed strategies to grow the client base and implement appropriate sales plans to target prospective customers
  • Adhered to operational controls, including legal, corporate, and regulatory procedures to ensure the safety and security of customer and bank assets. 
  • Developed strong rapport with branch managers and provided administrative support at local branches during staffing shortages.
  • Processed customer transactions using computerized methods, accurately recorded financial transactions, and generated receipts.
  • Received and processed checks and cash for deposit, verified amounts, and validated deposit slips.
  • Achieved personal production goals by expanding existing relationships and acquiring new relationships, utilizing effective calling techniques and leveraging bank products and services. 
  • Executed customer transactions, including deposits, withdrawals, money orders and checks.
  • Received regional branch recognition award for a 30% sales increase.
  • Rapidly and efficiently prepared customer cash and change orders.
  • Processed quarterly vault audits with a zero error rate.
  • Coordinated daily cash reconciliation at a high-volume location.
  • Exceeded quarterly sales goals by 100%.
  • Processed exchange and foreign currency.
  • Advised clients on mortgage, educational and personal loans.
  • Created strategies to develop and expand sales of services to existing customer which resulted in a 20% increase in annual revenue.
Quality Monitoring Analyst, 11/1998 to 11/2001
Coca-Cola Company Atlanta, Georgia
  • Objectively observed, analyzed, and evaluated the quality skill levels of customer service representatives.  
  • Provided feedback and coaching for quality improvement and to ensure compliance with company policies and procedures.
  • Gathered and summarized feedback that was timely, specific, balanced, and constructive.
  • Provided management with statistical reports regarding quality of scores and made process improvement recommendations.
  • Collaborated with trainers on the production of effective guidelines to measure performance standards.
  • Worked independently and participated as a committed member of a team to help complete goals and deliverables.
  • Promoted to Quality Monitoring Specialist based on strength of performance as a Customer Service Representative.                                        

Customer Service Representative

  • Supported incoming calls for equipment service, product orders, installation, and general account support from national, local market, and bottle/can customers. 
  • Resolved customer and service issues by effectively handling escalations.
  • Provided cross-functional support to other departments as needed.
  • Applied subject matter expertise to inquiries from associates as it regarded best practices and procedures.
  • Reported and documented system issues with operations and communicated to management.
  • Conducted tours and stewarded the company processes during key client visits. 
  • Assisted with facilitating new hire employee training programs and other associate training.  
Education
BBA: Bachelor of Business Administration - Marketing, 1990
Savannah State University - Savannah, Georgia


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Summary
Recent graduate with a Bachelors of Science in Education and Human Development from Bowling Green State University. Experience in guiding and leading others, team building, and creativity. Key strengths include strong communication, organization, highly motivated, and goal-oriented.
Leadership
PI BETA PHI FRATERNITY FOR WOMEN                 Ohio Theta Chapter
Fall 2012 - May 2016
 
Rho Gamma, 2014
  •  Disaffiliate from chapter to help women join the Greek community
  • Assist new potential members during recruitment process; Fraternity Heritage Committee, 2015
Recruitment Chair, 2015
  • Assist the Vice President of Membership with recruitment and new member events.
 
Read.Lead.Achieve.
  • Pi Beta Phi's philanthropy that promotes reading and achievement to young children. 
  • Commitment to help children become better leaders and teachers.
​​
  ​
Experience
Client Service Representative
Solon, OH
ECRM/ Jan 2017 to Current
  • Providing excellent customer service and a professional, positive experience
  • Facilitate customers needs and expectations while ensuring client meetings are running on time
  • Responsible for 5-10 vendor rooms
  • Maintaining communication with other ECRM staff and ensuring a team environment
Staff Lead - Restaurant and Events.
Miamisburg, OH
Pipestone Golf Course/
  • Managed team of 10+ effectively and as needed
  • Coordinating events based upon staff and customer needs
  • Promoted positive working environment
Education
Bachelor of Science: Education Bowling Green State University 2016 Bowling Green, Ohio, United States Deans List: Fall, 2013 - Fall, 2016