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Career Overview

Flexible Customer Service Representative with over 10 years of success in resolving customer concerns and inquiries. Skilled at accurately documenting call details, and organizing documentation. Well-versed in providing helpful answers and relevant information to retain clients.

Qualifications
  • Call center experience
  • Inbound and outbound calling
  • Active listening skills
  • Account management
  • Strong problem Solving Ability
  • High Customer Service Standards
  • Clear Communication Skills
  • Attentiveness
  • Attention to Detail
  • Adaptive Team Player
  • Conflict Resolution Proficiency
Work Experience
Mega Energy LLC February 2020 to Current Customer Service Representative
Sugar Land, TX
  • Answering Inbound calls daily
  • Assisting customers with their account & billing inquiries
  • Enrollments & renewals
  • Promptly responding to general inquiries from customers via mail, e-mail and fax
  • Providing accurate and appropriate information in response to customer inquiries
  • Order processing & data entry
  • Other general office duties
Anthem Inc September 2018 to February 2020 Client Service Representative
Houston, TX
  • Answer approximately 80-100 calls daily in a high volume call center
  • Assist medical providers with eligibility and authorization inquiries 
  • Assist members with submitting medical appeals
  • Assist members with their benefit inquiries
  • Assist members with finding primary care doctors & specialists
  • Assist members with scheduling doctors appointments
  • Data Entry
 
Brilliant Energy, LLC August 2013 to August 2018 Customer Service Representative
Houston, TX
  • Answering inbound calls daily via internet phone system
  • Assisting customers with their account & billing inquiries
  • Providing accurate and appropriate information in response to customer inquiries
  • Promptly responding to general inquiries from customers via mail, e-mail and fax 
  • Enrollments & renewals
  • Order processing & data entry
  • Problem solving
  • Payment processing on a secured payment system 
  • Handling returned mail & outgoing mail
  • Other general office duties
Affordable Power & Gas July 2012 to August 2013 Customer Service Representative
Houston, TX
  • Answering inbound calls daily in a high call volume call center
    • Assisting customers with their account inquiries
    • Data & order entry
    • Payment processing on a secured payment system
    • ​Other general office duties
    LTD Financial Services, L.P. April 2012 to July 2012 Collections Representative
    Houston, TX
    • Placed outbound calls to customers daily on an auto dialing phone system attempting to collect the balance due
    • Updated customers financial status information 
    • Received and applied payments to delinquent accounts
    • Assisted customers with their account inquiries 
    • Negotiating & problem solving
      United Recovery Systems March 2009 to June 2010 Collections Representative
      Houston, TX
      • Answered inbound calls daily from approximately 100 account holders
      • Problem solving & negotiating
      • Received and applied payments to delinquent accounts 
      • Created repayment plans based on account holders financial status and repayment abilities 
      • Updated customer accounts with interactions, payments and personal information
      • Data entry
      Education and Training
      Pima Medical Institute 2011 Certificate : Dental Assisting Houston, TX
      • Registered Dental Assistant
      North Star Academy High School Diploma Houston, TX
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      Summary

      Experienced Customer Service Representative II with a background in leadership holding over 4 years of demonstrated knowledge/competency in servicing both internal and external customers who consistently meets and exceeds performance standards. Looking to support management in ensuring an efficient and cost effective department by planning, coordinating and supervising all administrative, operative and employee functions as Team Leader I.

      Skills
      • Six Sigma Process Improvement Methodologies
      • Strong organizational skills
      • Ability to utilize corporate production and reporting systems
      • Excellent analytical skills
      • Claims, membership and billing inquiry experience
      • Knowledge of Project Management process
      • Problem resolution
      • Coaching and mentoring
      • Performance monitoring
      • Consultation and advisory
      Experience
      Customer Service Representative (CSRII) 04/2014 to Current Blue Care Network of Michigan Southfield, MI
      • Participates with Quality Improvement Workgroup to increase overall quality scores within the department
      • Analyzed all 2018 4th Qtr quality errors to target CSR common issues and recommended improved systems which will expedite work
      • Created informational material to support servicing of commercial accounts
      • Exceeded organizational metrics and goals (459) by 80% (370) for ACHT over a 6 month period
      • Reduced wrap and documentation metrics by 18% over the same time period
      Commercial Sales Manager 04/2014 AutoZone Traverse City, MI
      • Developed, and implemented new and improved systems that increased Commercial sales by over 50%
      • Prepared presentations from statistical reports to present to both internal and external personnel
      • Trained, coached and coordinated 5 drivers to enhance overall efficiency of the Commercial Program
      • Analyzed both routine and non-routine reports for implementation of improved production workflows
      • Represented Commercial Sales division in work group meetings and at annual conference
      • Maintained effective working relationships and high customer service levels with various auto repair shop owners adding multiple new accounts withing my first 3 months
      • Supervised 11-15 store employees as 2nd in command to Store Manager
      Education and Training
      Six Sigma Black Belt: PROCESS IMPROVEMENT Lawrence Technological University Southfield, MI, United States
      Bachelor of Arts: PSYCHOLOGY Albion College Albion, MI, United States
      High School Diploma: JUNIOR RESERVE OFFICERS' TRAINING CORPS Charles C. Rogers Military Academy Detroit, Mi

      Cadet lieutenant colonel (C/LTC)

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      Profiles
      • https://www.linkedin.com/in/debragcarnahan
      • https://www.nexxt/p/debragcarnahan
      Summary

      Technical Customer Support Specialist with the capacity to quickly learn and synthesize new media, broadcasting, and cable communications technologies. Detail-oriented problem solver with extensive experience in telecommunications and customer service, as exemplified by 32 Customer Compliment and Wow Call Awards. Troubleshoots highly technical issues with patience, skill and a determination to resolve customer issues.

      Qualifications
      • Skilled in call center operations
      • Customer interface expertise
      • Talented client relations manager
      • Creative and determined troubleshooter
      • Customer service expert
      • Exceptional problem solving aptitude
      • Strong verbal de-escalation skills
      Experience
      06/2019 to Current
      Technical Customer Support Representative Computer Generated Solutions Norcross, GA
      • Provide inbound telephone support for Sprint customers by basic and advanced troubleshooting, investigating and resolving customer questions and problems with Sprint's products and services with an objective of one call resolution.  
      • Provide empathetic, courteous, quality customer service in an accurate and timely manner in accordance with Sprint protocols as well as maintaining a positive, problem-solving approach in the spirit of cooperation in the team environment.  
      08/2015 to 08/2016
      Technical Customer Support Specialist 3 Comcast Cable Communications Alpharetta, Georgia
      • Achieved Silver Level Designation for call quality scores of 100% as determined by independent monitoring company.
      • Assisted Comcast Field Technicians with provisioning modems for voice service and activated voice using proprietary software.
      • Helped technicians with complex provisioning and troubleshooting issues with modems for high-speed internet and WiFi service.
      • Improved customer interface experience by simplifying login process.
       
       
       
       
       
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      12/2014 to 08/2015
      Technical Customer Support Specialist 2 (Field Liaison) Comcast Cable Communications Norcross and Alpharetta, Georgia
      • Assisted Field Technicians with installations and changes of service according to customers' needs by changing and correcting rate codes for video, voice and high-speed internet service and equipment.
      • Provisioned cable boxes and modems to activate the equipment.
      • Adjusted technicians' work assignments to promote efficient workflow and scheduled customer trouble calls and surface wire bores using proprietary software.
      04/2014 to 09/2014
      Customer Service Representative II Randstad USA on assignment at Delta Dental Insurance Company Alpharetta, Georgia
      • Assisted Delta Dental members with customer service issues such as enrollment, explanations of claim status and coverage, payment processing, and forwarding customer identification documents.
      • Utilized critical thinking skills to serve as liaison between customer and claims department for reprocessing of disputed claims.
      11/2010 to 04/2014
      Customer Care and Assumption of Liability Representative Alorica Kennesaw, Georgia
      • Received 17 Customer Kudos Awards for exceptional customer service and Perfect Attendance Award.
      • Assisted Verizon Wireless customers with explanations of bills and recommendations for service plans.
      • Activated phones and recommended upgraded devices.
      • Provided tier one technical support through creative troubleshooting.
      • Assisted customers with assuming liability of another wireless account by merging multiple accounts.
      09/2008 to 07/2010
      Intake Specialist Sertec Corporation Atlanta, Georgia
      • Received Recognition Award in appreciation for valuable contributions and efforts toward excellence in customer service.
      • Electronically filed auto, home, liability, disability, and absence reports for insurance customers in claims reporting center using Unix-based software.
       
       
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      07/2004 to 10/2007
      Account Manager ER Solutions Atlanta, Georgia
      • Earned highest quality score ranking of all Duke Energy Account Managers, with consistent scores of 100% on call evaluations.
      • Designated Retention Award Achiever with subsequent incentive bonus for dedication, commitment to excellence, and service.
      • Received 32 Customer Compliment and Wow Call Award bonuses in recognition and appreciation of outstanding customer service in building customer loyalty.
      • Assisted customers with credit and customer service issues such as bill explanations and high bill analysis, outages and estimated restore times, credit arrangements and due date extensions, and restoration of service for delinquent customers.
      • Defused contentious calls while maintaining dignity of customer.
      Education
      Associate of Applied Science: Medical Laboratory Technology Georgia Piedmont Technical College Clarkston, Georgia
      • Dean's List
      • Activities: Mu Lambda Tau Medical Laboratory Technology Society, American Society of Clinical Pathologists, American Society for Clinical Laboratory Science
      Nondegree Program in General Education - Prerequisite to MLT Program: Chemistry and Anatomy & Physiology Chattahoochee Technical College Marietta, Georgia
      • GPA in Chemistry and Anatomy & Physiology: 4.0
      • Continuing Education (2004): Certified Phlebotomy Technician
      • Activities: National Health Career Association
      Bachelor of Arts and Fine Arts in Progress: Anthropology and Fine Art Georgia State University Atlanta, Georgia
      • Activities: Blue Key Honor Society, Pi Gamma Mu International Honor Society in Social Sciences
       
       
       
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      Professional Summary


      Retail sales professional versed in product placement and merchandising. Extensive experience in inventory management and shipment processing.
      Skills
      • Retail sales​
      • Trusted key holder
      • Exceptional communication skills
      • Floor set design expertise
      Work History
      04/2013 to 01/2017
      Team Lead JoAnn's Fabrics Westbury, NY
      • Shared best practices for sales and customer service with other team members to help improve the store's efficiency.
      • Worked with the management team to implement the proper division of responsibilities.
      • Communicated clear expectations and goals to each team member.
      09/2010 to 04/2013
      Customer Care Representative Raymour & Flanigan Farmingdale, NY
      • Identified chronic customer issues by creating and maintaining customer complaint log.
      • Addressed and resolved customer product complaints empathetically and professionally.
      • Gathered and verified all required customer information for tracking purposes.
      • Conducted performance reviews for all Customer Service Representatives to reduce resolution time and improve customer satisfaction rates.
      04/2006 to 09/2010
      Cashier IKEA Hicksville, NY
      • Encouraged development of new cashiers with positive reinforcement.
      • Oversaw team of seven cashiers and service staff.
      Education
      2016
      Associate of Science: Business Management
      Nassau Community College - Garden City, NY
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      Professional Summary

      Customer Service Professional highly skilled in call center management, training, recruiting, service solutions, and innovative marketing concepts.  Experienced financial professional with a successful career managing risk, leading projects and handling time-sensitive, complex transactions. Financial Services Professional possessing outstanding interpersonal, analytical and organizational skills.  

      Skills
      • Team Leadership & Motivation
      • Maximum Customer Satisfaction
      • Relationship Management
      • Communication & Coordination
      • Training (Learning & Development)
      • Experience in Financial analysis, financial planning and investments
      • Customer Interface Expertise
      • Strategic Planning & Implementation
      • Complaint Handling & Resolution 
      Work History
      Service Center Representative Current
      LPL Financial LLC Fort Mill, SC
      • Contingent employee from 2/17-8/17 
      • Strong leader of customer support staff.
      • Trained staff on operating procedures and company services.
      • Explained and documented for clients the types of services to be provided, and the responsibilities to be taken by the personal financial advisor.
      • Audited and documented all processes and procedures for the new accounts department.
      • Answered clients' questions about the purposes and details of financial plans and strategies.
      Client Service Specialist/Retirement Services 02/2016 to 01/2017
      Vanguard via Randstad Charlotte, NC
      • Presented information regarding retirement planning, investment education and basic personal finance.
      • Processed transactions for clients including withdrawals, contributions, investment exchanges, asset allocations and account maintenance, and account transfers (incoming & outgoing). 
      • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
      • Identified individual development needs with appropriate training.
      • Effective liaison between customers and internal departments.
      Customer Care Representative 11/2014 to 12/2015
      Baker & Taylor Charlotte, NC
      • Managed a portfolio of 12 accounts totaling $250K in sales.
      • Developed and implemented creative, cost effective programs which increased client retention rates by 50% compared to the prior year.
      • Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
      • Resolved service, pricing and technical problems for customers by asking clear and specific questions.
      • Cross-trained and backed up other customer service managers.
      • Assumed ownership over team productivity, escalated calls, issues  and managed work flow to meet or exceed quality service goals.
      Customer Relations Specialist II 06/2013 to 11/2014
      The Hartford Charlotte, North Carolina
      • Retained existing clients and developed new business by extending high quality and efficient service.
      • Coordinated ongoing technical training and personal development classes for staff members.
      • Processed premium payments, coverage changes, account maintenance, and billing adjustments. 
      • Identified individual development needs with appropriate training.
      • Provided accurate, specific and timely performance feedback for CSRs.
      • Effective liaison between customers and internal departments.
      Customer Service Representative III 09/2011 to 02/2013
      Wells Fargo Bank, NA Columbia, SC
      • Compiled database of loan applicants' credit histories, corporate financial statements and other financial information.
      • Submitted loan applications to the underwriter for verification and recommendations.
      • Advised clients on mortgage, educational and personal loans.
      • Met all customer call guidelines including service levels, handle time and productivity.
      Customer Service Rep IV/Team Lead 02/2007 to 05/2010
      Aetna Columbia, South Carolina
      • Cross-trained and backed up other customer service representatives & managers.
      • Met all customer call guidelines including service levels, handle time and productivity.
      • Facilitated inter-departmental communication to effectively provide customer support.
      • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
      • Reviewed and analyzed suspicious and potentially fraudulent insurance claims.
      Service Center Representative LPL Financial Fort Mill, SC
      Education
      Bachelor of Arts: English Literature Apr 2006 Allen University - Columbia, SC
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      Professional Summary

      SIMEON D. FLETCHER

      Dynamic self motivated Leader, who provides exceptional coaching and development through active listening, employee engagement and employee accountability. Dedicated to maintaining a high level of professionalism, patience and efficiency to establishing a positive team work environment for all employees. Demonstrates high level of ownership and initiative. Quick and effective at decision making and maintaining excellent customer service throughout all customer interactions.

      Skills
      • Creative problem solver
      • Exceptional communication skills
      • MS Windows proficient
      • Strong customer relations
      • Training development aptitude
      • Strong problem solving aptitude
      • Servant Leader with ability to adapt to any situation to succeed
      • Success coaching to exceed expectations Key Performance Indicators (KPIs)
      • Success motivating employees to take ownership and become self sufficient
      • Establishes team environment where all members are encouraged to share best practices as a teacher of their strengths
      • Adheres to customer service procedures
      • Ability to identify behaviors that drive metrics
      Work History
      Customer Care Supervisor Charter Communications - Irvng, TX 12/2016 - Current
      • Partners with HR during interview process to select the most qualified candidates for employment.
      • Responsible for quality evaluations weekly for all agents via automated voice recognition system gauging customer authentication, mutual silence (dead air), and agent's ability to
        acknowledge, respond and move interactions forward.
      • Responsible for managing, coaching and development of team of 17 agents. Including accurate time keeping via Kronos systems.
        Utilizes NICE/Grow Together track coaching to improve and maintain areas of opportunity with key performance indicators like AHT, FCR, Customer satisfaction, Transfer rate, and Schedule Adherence.
      • Coach Ownership, Communication, Call Control, Active listening and Empathy.
      • Sends daily, weekly statistical performance reports to team. Provides positive feedback and constructive criticism, holding agents accountable to drive improvement.
      • Participates in one on one meetings with management as well as weekly team staff meetings with partner supervisors to calibrate and share best practices.
      • Recognize and reward outstanding work performance to cultivate a positive and collaborative customer service culture. Leads weekly team topics meeting ensuring that agents participates and understands recent company news communications and changes.
      • Responsible for validating and processing customer credit requests over agent limits. Responsible for taking inbound
        escalation calls from leads and agents. De-escalates executive corporate issues reported to FCC and BBB.
      Advanced Customer Care Representative TimeWarnerCable/Spectrum - Irving, Tx 04/2015 - 12/2016
      • Greets Inbound Spectrum callers with warm welcoming tone. Provides clear concise explanation of Spectrum customer billing statement. Promotes value of Spectrum services and online access @Spectrum.com/myservices. De-escalates and educates Spectrum customers as it relates to billing due dates, billing cycles and Spectrum Residential Customer terms and conditions. Submits trouble tickets to route problems to the proper level of support. Submits change orders, shipment orders and installation orders. Acknowledges customer billing concerns, Responds with empathy following the policy and procedures outlined within scope of support. Provides an elevated customer experience to generate a positive customer experience.
      • Troubleshoot complex connectivity problems related to the local distribution network; such as plant outages, past due service disconnection, and more advanced broadband competencies. Provided support to customer calls on the more complex service issues. Served as a liaison between the customer and various departments to troubleshoot and resolve local network problems.
      • Assisted customers with high-speed data and Digital Phone service and handled some billing, video and on-demand service concerns. Communicated problems as appropriate via VoIP tickets and Remedy tickets. Fused First Class Customer Service and Knowledgeable Product Support during each Spectrum customer interaction. Specialized in resolving cable, internet, phone, billing inquiries and scheduled tech appointments. 95% customer satisfaction rate, 85% first call resolution rate with a dispatch rate less than 9%.
      • Member of Spectrum\'s Digital Identity Group, performing advanced authentication to confirm customer\'s identity and prevent phishing and social engineering on customer accounts.
      Team Lead- Accountability Specialist Blue Cross / Blue Shield - Dallas, TX 06/2014 - 03/2015
      • Diligently answered inbound calls from Accountability Care Organizations officials. Used Remedy to research and accurately document the issue and steps taken to resolve. Resolvedfile transfer error codes and exceptions for organizations transmitting beneficiary data to CMS.GOV.
      • Handled and resolved second level customer issues.
      • Provided end-user support for customers accessing Portal.CMS.GOV and assisted callers with resetting passwords and verifying profile codes for access to CMS computer systems via EUA Self Management site.
      • Studied most recent program information released for ACO\'s via CMS.GOV and ACO Spotlight News letter. Submited script suggestions and IVR suggestions based on new program information, in order to streamline Knowledgeable and Customer Friendly Support.
      Education

      West Wood College - Computer Networking

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      Professional Summary
      Dedicated Customer Service Representative who provides exceptional customer service through active listening and problem solving. Professional and highly skilled in call center opertations, service solutions, and innovative marketing concepts.
      Skills
      • Skilled in call center operations
      • Strong problem solving aptitude
      • Creative problem solver
      • Quick learner
      • MS Windows proficient
      • Analytical and critical thinker
      • Skilled multi-tasker
      • Proficient in cash management
      Work History
      Toll Collector 04/2016 to Current
      Caltrans - SF Bay Bridge Toll Plaza Oakland, CA
      • Registering tolls via multiple forms of payment for all types of vehicles passing through an assigned toll lane
      • Verifying the validity of charge plates and various types of tickets, and confiscates those which are found to be invalid
      • Preparing a daily report of collections and commute book sales and inventory
      • Enforcing special rules and regulations pertinent to toll collections and the safety of property and bridge traffic
      Customer Care Associate 10/2014 to 10/2015
      East Bay Paratransit Oakland, CA
      • Oversaw and provide dispatching and routing services to seniors, disabled individuals and others as assigned; dispatch Paratransit vehicles as appropriate
      • Performed on-going coordination of the computer-aided dispatching program
      • Created, maintained and monitored computerized daily manifests/schedules for dispatching and routing transit services; modify and update schedules to improve services.
      • Provided a variety of transportation information to passengers, the general public and other public agencies and provided quality customer service and responded to public inquiries and requests for service in a courteous and professional manner.
      Customer Care Representative I 04/2014 to 09/2014
      Call Socket Oakland, CA
      • Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
      • Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.
      • Effectively managed a high-volume of inbound and outbound customer calls.
      • Accurately documented, researched and resolved customer service issues.
      Education
      Associate of Arts: Audio Production Full Sail University - Winter Park, FL
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      Professional Summary
      Customer-oriented Client services representative successful at troubleshooting and handling customer support issues in a timely manner. Dedicated Customer Service Representative who provides exceptional customer service through active listening and problem solving.
      Skills
      Proficiency in conflict resolution
      Strong problem solver
      Excellent communication skills

      Active listening skills

      Team player

      Energetic work attitude 

      Work History
      Customer Service Representative, 04/2017 to Current
      Rogers Burnaby
      • Handled all customer relations issues in a gracious manner and in accordance with company policies.
      • Resolved all customer complaints in a professional manner while prioritizing customer satisfaction.
      • Recognized and rewarded outstanding work performance to cultivate a positive and collaborative customer service culture.
      • Answered customer telephone calls promptly and in an appropriate manner.
      Client Services Representative, 12/2015 to 04/2017
      Excelleris Technologies / Life Labs Burnaby, BC
      • Support online medical report delivery for physicians, medical professionals and health authorities.
      • Troubleshoot errors in patient report delivery.
      • Create and manage accounts, ensuring correct coding applied for report delivery.
      • Train physicians and medical professionals on using online systems to view PharmaCare profiles and manage reports.
      Channel Care Representative, 04/2015 to 09/2015
      Telus Burnaby, BC
      • Provide support for online and self serve applications; negotiate solutions that address both client and business needs; help partners to support the sale and new product offerings; and maintain client records.
      • Analyse credit checks to manage risk while offering options to clients.
      • Research and note accounts accurately to prevent miscommunication.
      Wireless Customer Care Representative, 02/2014 to 04/2015
      Sykes / Rogers Wireless Communications Vancouver, BC
      • Receive inbound billing and sales calls.
      • Educate customers on their current plan and features, upgrading and upselling plan enhancements, and moving customers to price plans that best suit their needs.
      • Consistently meet monthly sales targets.
      • Create orders for new line activations and hardware upgrades.
      • Research and note accounts accurately to prevent miscommunication.
      Office Administrator, 11/2001 to 03/2014
      Time For You Maids - BC
      • Manage customer inquiries, complaints, billing questions and service requests.
      • Work closely with clients to meet their service needs, and ensure their complete satisfaction with services provided.
      • Resolve customer complaints while focusing on customer retention.
      • Develop and implement marketing strategies to advertise and promote services.
      • Create content for company website.
      Education
      Associate of Arts: Psychology and English, 2007
      University of the Fraser Valley -