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Professional Summary
Persuasive Account Manager skilled at developing a diverse and large client base. Constantly looking for new ways to promote products and build professional network ties.
  •  Exceptional communication skills
  • Creative problem solver
  • Trusted key holder
  • Strong client relations
  • Training development aptitude
  • In-depth knowledge of Salesforce/Service Now 
  • RXCLAIM expert
  • Microsoft Office  
  • Strategic planning
  • National account management
  • Team leadership
  • Ownership of client issues
  • Project management
  • Global remediation strategies
Work History
Pharmacy Account Manager Current
OptumRx Minneapolis, MN, United States
  • Benefit operations SME(subject matter expert). 
  • Established operational objectives and remediation strategies and delegated assignments to interdepartmental teams/managers.
  • Resolves complex and highly escalated issues for assigned Labor and Trust clientele.
  • Fosters and maintains strong working relationships with account management team and interdepartmental contacts.
  • Providing coaching, feedback and training as needed on behalf of assigned book of business.
  • Designated resource for newly hired and current employees with less experience.
  • Partner engagement within designated account management teams.
  • Maintaining, testing and updating all clients benefit information upon renewal for 1/1 and 7/1 changes.
Customer Relations Specialist 01/2012 to 06/2013
OptumRx Costa Mesa, California, United States
  • Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
  • Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
  • Maintained up-to-date knowledge of product and service changes.
  • Scheduled staff shifts to cover peaks and lulls in customer inquiries.
  • Documented business processes and analyzed procedures to see that they would meet changing business needs.
  • Formulated custom business plans for incoming account managers.
  • Researched clients\' business issues and goals to offer appropriate solutions.
Customer Service Advocate 01/2010 to 06/2013
OptumRx Costa Mesa, California, United States
  • Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
  • Recipient of multiple positive reviews acknowledging dedication to excellent customer service.
  • Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
  • Provided an elevated customer experience to generate a loyal clientèle.
  • Developed reputation as an efficient service provider with high levels of accuracy.
  • Answered an average of [80] calls per day by addressing customer inquiries, solving problems and providing new product information.
Associate of Science: Information Technology 2013 ITT Technical Institute - Los Angeles, CA
This resume is created in 7 minutes.
Highly enthusiastic customer service professional with 6+ years client interface experience.  Customer-focused Retail Sales Associate with a solid understanding of the dynamics of the retail cable and internet industry.   Dedicated Customer Service Representative motivated to maintain customer satisfaction and contribute to company success.
  • Strong organizational skills
  • Sharp problem solver
  • Energetic work attitude
  • Top sales performer
  • Creative problem solving
  • Team player
  • Highly motivated self starter
  • Goal driven leader
  • Greeted customers upon entrance and handled all cash and credit transactions.
  •  Cross-sold services at a rate of 30%, upgrading customers to different plans and product packages.
  • Consistently generated additional revenue through skilled sales techniques.
  • Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.
PAC Coordinator Mar 2017 to Current
Spectrum Chatsworth, CA
  • Monitor and resolve exception tasks from the billing and provisioning systems for all residential and commercial order activity
  • Reviewed and provided comments on the adequacy of orders and took necessary steps to cure any deficiencies.
  • Resolve provisioning exceptions by researching issue and updating network elements for telephone and internet work orders 
  • Proactively identify opportunities for processing and/or procedural improvements.

Customer Relations Specialist Dec 2011 to Current
Spectrum Santa Monica
  •  Retain customers from disconnect/downgrade of service
  • Demonstrates proficiency in creating and selling value
  • Efficiently manages internal and external customer escalations
  • Meeting and exceeding sales targets
  • Achieved high sales percentage with consultative, value-focused customer service approach.
  • Developed highly empathetic client relationships and earned reputation for exceeding sales goals.
Inbound Sales Rep Nov 2010 to Jul 2012
Time Warner Cable Culver City, CA
  • Handle a high volume of inbound calls within a call center environment with courtesy and professionalism.
  • Complete ongoing training to stay abreast of product, service, policy changes, and increase customer experience.
  • Consistently meet or exceed weekly and monthly sales activity goals by utilizing sound telephone based selling approaches.
  • Provide effective and timely resolution of a range of customer inquiries
  • Perform order entry.
Warehouse Foreman/QA Lead Feb 2005 to Feb 2010
Ralphs/ Food 4 Less Grocery Company Compton, CA
  • Assist store locations in the selection of product by effectively communicating product and service offerings over the phone or in person.
  • Utilize effective probing and listening skills to generate lead opportunities.
  • Recognizes and responds to cross-sell opportunities and is able to successfully convert inquiries into orders.
  • Resolve customer problems promptly and accurately in a manner that will retain and promote customer loyalty.
  • Take personal ownership for meeting established individual and team metrics.
Warehouse Perishables Receiver/Forklift Feb 2005 to Feb 2008
Ralphs/Food 4 Less Grocery Company Compton, CA

  • Receives inventory, properly record and via computer moves materials to staging area or to transportation vehicle.
  • Maintains inventory and shipping records by recording in inventory control system.
  • Maintains safe and clean work environment by following standards and procedures; complying with legal regulations.
Education and Training
High School Diploma Bell High School Bell, CA
This resume is created in 7 minutes.
Professional Summary
To obtain a position that will enable me to use my strong organizational skills, leadership and customer service experience.
  • Fluent in English and Spanish
  • MS Office proficient
  • CRM Platform system administrator
  • Strong communication skills
  • Culturally competent
  • Legal compliance
  • People-oriented
  • Employee relations and conflict resolution
Work History
01/2015 to 06/2015
Contractor- Customer Relations Specialist Eventus Soluitions Group Sacramento, California
  • Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
  • Mastery of customer service management systems and databases.
  • Referred unresolved customer grievances to designated departments for further investigation.
  • Acted professionally and patiently when addressing negative customer feedback.
  • Addressed and resolved customer product complaints empathetically and professionally.
  • Gathered and verified all required customer information for tracking purposes.
  • Defused volatile customer situations calmly and courteously.

Data Entry, Service Center Representative
  • As a contractor for the State of California for the project of Covered California, we had a series of projects that required us to learn fast, be fast passed and able to work under minimal supervision.
  • The department was very versatile and was considered an 'expert group'.
  • We would constantly be assigned new projects and as a team working with our supervisor creates training materials for other call centers.
  • Our projects consisted of entering and processing Covered California applications, inbound and outbound calls for consumers and Certified Enrollment Counselors.
  • The latest project consisted of verifying documentation consumers submitted such as proof of income, proof of California residency, Citizenship, etc.
05/2008 to 07/2013
Trainer/Supervisor Access Dental Plan
  • As a trainer, I was responsible for developing, implementing and maintaining training programs for the Customer Service and Provider Services Departments to ensure quality information to customers.
  • I was also responsible for data integrity and system data maintenance, as well as evaluated the training needs of the staff and plan the training program accordingly.
  • I assisted with new product and program launches.
  • I had a responsibility that required monitoring the quality of the work product of the staff by observing live calls and providing coaching/ feedback to the agents.
  • As a supervisor I was responsible for making sure that the daily production and operational goals were met (Service Level, Average Speed of Answer, etc.) The main focus was striving to improve the service level for all product lines.
  • I was heavily engaged in the day-to-day operations of the department and worked closely with my direct reports.
  • I also coordinated the team in motivational activities and supports/assists in coaching of the agents.
  • Intensive knowledge of EOB's, ADA Dental Codes, Referrals/Notice of Authorizations was also required.
07/2007 to 05/2008
Bilingual Customer Service Representative Kelly Services/ EDS Medi-Cal
  • To respond to incoming customer service phone calls courteously and provide accurate information to callers by: answering questions from members regarding the reimbursement program for Medi-Cal beneficiaries; answering questions from beneficiaries regarding their claims submitted for out of pocket expenses while on Medi-Cal, etc; assisting members in filing grievances or appeals; following up on outstanding cases and resolving them within a reasonable timeframe.
  • Accurately document the nature of the calls and the case resolution into CRM (Customer Relations Manager).
Bachelor of Arts: Business Administration University of Phoenix
Business Administration

Western Career College
Dental Assistant, X-ray license
September 2006
General Education
California State University
General Education
Bilingual, Fluent in English and Spanish
This resume is created in 7 minutes.
Professional Summary
Highly motivated peoples person with background in client relations, product training and post sales support specialist. Skilled in market /competitor analysis, project management, forecasting and client needs assessments.
  • Project Management
  • Client Relations/ Support
  • Market Research
  • Business Analysis
  • Public Relations
  • Brand Strategy/Planning

Google Analytics & Adwords, MS Suite (Excel Proficient), Redmine, Zendesk, Redbooth, TFS, Hootsuite, HyPR, WIX, Wordpress, Simmons, IWD Display, Adobe Suite, Pipeline, MS Visio, Mintel, Highrise, Slack, G-Drive, Igloo, Tableau

Work History
08/2017 to 02/2018
Account Manager IWD New York, NY
  • Managing clients' portfolios in different industries (beauty, apparel, sportswear): scoping, management of deliverables, content production
  • Investigated and resolved customer inquiries and complaints in an empathetic manner using ZenDesk and Pipeline.
  • Effective liaison between customers and internal departments.
  • Managed work flow to exceed quality service goals.
08/2016 to 06/2017
IT Business Analyst Intern NYC Department of Transportation New York, NY
  • Attend daily standup meeting to track and discuss progress of project and next steps
  • Developed wireframes, site maps and content inventories
  • Recommended operational improvements based on tracking and analysis
  • Conducted interviews with key business users to collect information on business processes and user requirements
  • Assessed the impact of current business processes on users and stakeholders
09/2014 to 08/2015
Customer Relations Specialist Rent An Attire Pune, MH
  • Described product to customers and accurately explained details and care of merchandise.
  • Effectively communicated with and supported sales, marketing and administrative teams on a daily basis.
  • Built long-term customer relationships and advised customers on purchases and promotions.
  • Provided an elevated customer experience to generate a loyal clientèle.
12/2016 to Current
Social Media Lead (Volunteer) Animals Asia New York, America, NY
  • Manage and Supervise Social media accounts and ensure engagement targeting
  • Analyzed and reported social media and online marketing campaign results
  • Created social media content with consistent content and tone
  • Increased customer engagement through social media
Master of Professional Studies (MPS): Branding & Integrated Communications, Public Relations
The City College of New York - New York
Bachelor of Arts (BA): Liberal Arts, Media Studies, Psychology
Symbiosis International University - Pune
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Professional Profile

Committed and motivated Administrative Assistant with exceptional customer service and decision making skills. Strong work ethic, professional demeanor and great initiative.

  • Self-starter
  • Deadline-oriented
  • Microsoft Office Skills
  • Spreadsheet development
  • Travel administration
  • Organizational Skills
  • General Office Skills

  • Typing
  • Administration Support
  • Strong Written and Verbal Correspondence
  • Front-Office Operations
  • Attention to Detail
  • Customer Service
Relevant Experience
  • Planned all travel for VP of Sales and Sales Organization Team
  • Successfully planned and executed corporate meetings, lunches and special events for groups of 100+ employees
  • Investigated and analyzed client complaints to identify and resolve issues.
  • Demonstrated proficiencies in telephone, e-mail, fax and front-desk reception within high-volume environment.
  • Created PowerPoint presentations that were successfully used for business development and training purposes.
  • Coordinated May 2010 Sales Conference - created binders for sales team.
  • Handled customers effectively by identifying needs, quickly gaining trust, approaching complex situations and resolving problems to maximize efficiency.
  • Performed administration tasks such as filing, developing spreadsheets, faxing reports, photocopying collateral and scanning documents for inter-departmental use.
  • Typed letters for President and VP of Sales

Shade-O-Matic Partnership LP September 2009 to February 2012 Inside Sales Support
Toronto, Ontario
  • Maintained detailed administrative and procedural processes to improve accuracy and efficiency.
  • Coordinated meetings with other department managers and served as main liaison between sales and engineering staff.
  • Primary contact for Level 5 (under $5000) Accounts.
  • Used Maximizer program to capture and maintain important information received from accounts.
  • Provide accounts with updated samples, training and support.
  • Create training programs for Territory Account Managers and Dealers as a PowerPoint presentation.
  • Collaborated with Sales Organization Team in the development of sales meetings, seminars, training and other projects for large accounts such as Sears, Home Depot, Kent and Budget Blinds.
  • Coordinated incentive program for dealers over $60,000 - program includes travel to specific destination chosen each year, rebates for sales incentive over $1000.
Royal Group Technologies Limited September 2006 to May 2007 Customer Care Coordinator, Sales and Marketing
Woodbridge, Ontario
  • Mail out, fax and email literature for distributor and dealers
  • Respond to telephone and email inquiries driven by advertising and promotional programs
  • General sales support including the preparation of sales presentations and the co-ordination of materials for trade shows and meetings.
  • Record and maintain database of leads and relevant details.
  • Distribute leads from website, advertising campaigns, builder shows and 1-800 inquiries to appropriate divisional personnel for follow-up.
  • Maintain Warranty Registration program for dealers and homeowners.
Royal Group Technologies Limited January 2006 to September 2007 Administrative Assistant
Woodbridge, Ontario
  • Distribute incoming mail, faxes and packages to appropriate departments.
  • Maintain office supply room, storage, kitchen and meeting rooms.
  • Managed the receptionist area, including greeting visitors and responding to telephone and in-person requests for information.
  • Maintained the front desk and reception area in a neat and organized fashion.
  • Served as central point of contact for all outside vendors needing to gain access to the building.
  • Planned meetings and prepared conference rooms.
  • Made copies, sent faxes and handled all incoming and outgoing correspondence.
  • Created PowerPoint presentations used for business development.
  • Organized files, developed spreadsheets, faxed reports and scanned documents.
  • Managed daily office supply orders and janitorial supply orders.
  • Assisted travel department with booking and coordinating travel.
  • Assisted Finance Department when required.

Shade-O-Matic Partnership LP September 2007 to September 2009 Customer Relations Specialist
Toronto, Ontario
  • Prevented store losses using awareness, attention to detail and integrity.
  • Cross-trained and provided back-up for other customer service representatives when needed.
  • Promptly responded to customer calls, orders and inquiries.
  • Entered customer fax order forms accurately on a daily basis.
  • Update an installation guide book for other Customer Service personnel.
  • Provided back-up to Reception
  • Assist Customer Service Supervisor as required
  • Communicate with Lead-Hand Supervisors for accurate product information for customers.

St. Basil-the-Great College Secondary School 2000 High School Diploma North York, Ontario, Canada
This resume is created in 7 minutes.
Professional Summary
Creative professional with strong leadership, sales, and team management experience.
  • Top sales representative selected to grow market share in emerging territory
  • Managed sales team of  25 representatives including responsibility for sales training, hiring, and promotion 
Responsible for assisting Rockit Ranch Productions Public Relations and Event Planning Committees for multiple restaurant locations 
Responsible for assisting Rockit Ranch Productions Public Relations and Event Planning Committees for multiple restaurant locations 
  • Built relationships with key client decision makers leading to long lasting account retention
  • Experienced event coordinator
Responsible for assisting Rockit Ranch Productions Public Relations and Event Planning Committees for multiple restaurant locations 
Responsible for assisting Rockit Ranch Productions Public Relations and Event Planning Committees for multiple restaurant locations 
Work History
08/2015 to Current
Server Wilde Bar and Restaurant Chicago, IL
05/2015 to 08/2015
Server Buffalo Wild Wings Chicago, IL

07/2014 to 04/2015
Customer Relations Specialist and Corporate Team Member BMW North America Hilliard, OH
  • Selected for MINI team in the corporate office based on consistently high customer satisfaction ratings

04/2012 to 05/2014
Senior Account Executive MCN Associates Dublin OH
  • Top representative relocated to develop sales in the Ohio market
  • Awarded Top Leader Pin, 2013 National Sales Conference.
  • Met existing customers to review current services and expand sales opportunities
  • Hired and trained new sales associates on products and sales processes. Managed and supervised team of up to 25 representatives.  Set weekly expectations and managed weekly sales quotas

12/2011 to 04/2012
Account Executive MCN Associates Rosemont, IL
  • Successfully expanded market share for Fortune 500 companies
  • Retained accounts by developing strong relationships with key decision makers
  • Prospected and conducted face-to-face sales calls with business executives and directors throughout assigned territory

05/2011 to 12/2011
Marketing Intern Rockit Ranch Productions Chicago, IL

05/2011 to 12/2011
Event Coordinator One World Transport Chicago, IL

Bachelor of Science: Speech Communication Public Relations/ Minor in Sociology
Southern Illinois University - Carbondale, IL
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Professional Summary
Forward-thinking HR Generalist highly effective at adapting to evolving market plans with a record of implementing practices that have resulted in improved employee engagement, productivity and bottom-line results. Remains focused under the most difficult circumstances while positively impacting key operating objectives.
  • Administrative and customer service experience
  • Performance management experience
  • Training and development experience
  • In-depth college coursework focusing on Business Administration and Human Resources
  • In-depth knowledge of HIPAA and data security compliance
  • Thorough understanding of compensation and benefits
Work History
07/2015 to Current
Account Manager April Pruitt State Farm 245 N Washington Hwy, Ashland VA, 23005
  • Acted as liaison between employees and insurance carriers to resolve problems and clarify benefits
  • Identified and solicited sales prospects in agency databases
  • Evaluated leads obtained through direct referrals, lead databases and cold calling
  • Modeled exceptional customer service skills and appropriate diagnostic sales techniques
  • Calculated quotes and educated potential clients on insurance and financial product options
  • Calculated premiums and established payment methods for sales
  • Finalized sales and collected necessary deposits
  • Evaluated the accuracy and quality of data entered into the agency management system
  • Supervised team of marketing representatives on a daily basis in the office and at sponsored community events
  • Met with prospective customers and business owners in their homes, businesses and other settings
  • Analyzed sales volume, retention and loss ratio trends to identify areas for improvement
02/2015 to 07/2015
Customer Relations Specialist Elead One Valdosta, GA
  • Professionally represented over 4000 dealerships and major vehicle manufacturers across North America in a variety of sales and service situations
  • Interacted on a professional level with employees and supervisors on a daily basis
  • Effectively managed a high-volume of inbound and outbound customer calls
  • Answered a constant flow of customer calls with up to 600 calls in total group queue per minute with an average of 250 calls per day
  • Defused volatile customer situations calmly and courteously.
  • Mastery of customer service management systems and databases
  • Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment
  • Identified chronic customer issues by creating and maintaining customer complaint log
  • Promoted to special dealership appointments campaign by June of 2015 handling luxury and borderline client inbound and outbound calls
01/2013 to 02/2015
Training Insider Papa Johns Inc. Perry, GA
  • Conducted one-on-one tutoring sessions for new employees
  • Clearly communicated objectives for all lessons, units and projects to all participants
  • Addressed all questions from training program participants.
  • Monitored participant workflow and behaviors throughout the training process
  • Extensively trained new and existing employees
  • Increased performance scores for management trainees by guiding new trainees through the necessary processes
  • Reviewed daily metrics of trainees to evaluate their strengths and weaknesses
  • Cleaned and inspected galley equipment, kitchen appliances, and work areas
  • Trained kitchen staff on proper use of equipment, food handling, and portion sizing
  • Executed daily production lists and goals
  • Communicated with other kitchen team members to ensure food was prepared on time and correctly
  • Directed activities of one or more workers who assisted in preparing and serving meals
  • Immediately reported accidents, injuries or unsafe work conditions to manager and completely and promptly filled out required safety forms
  • Recipient of multiple awards for employee of the period
Bachelor of Science: Industrial Organizational Psychology
Middle Georgia State University - Macon, GA
  • Coursework emphasizing in Business Management and Human Resources
  • Courses in Business Management, Business Ethics, Interviewing, Group Psychology, Social Psychology and Industrial Organizational Psychology
Associate of Science: Psychology
Georgia Military College - Warner Robins, GA
  • Coursework in Information Technology and Psychology
  • Captain of the Debate Team
  • Member of the Biology Club
  • License to sell Property and Casualty Insurance in the state of Virginia
  • License to sell Life and Health insurance in the state of Virginia
  • HIPAA safe certified through State Farm training
  • Data Security safe certified through State Farm training