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Professional Summary

Looking to take current airport  Customer service and or ramp agent expertise and aircraft security and safety and grow. Ready to work a flexible or rotating schedule that includes days  evenings lobster shifts weekends and holidays as needed looking for opportunity that offers stability Growth and achievement.

Work History
January 2019-Current CSA/ Gate Agent/Front End Supervisor | Worldwide Flight Services | Mesa/ Asheville Nc, AZ

as a customer service agents I work together with my fellow team members as a team to provide excellent customer service and meet corporate objectives. As a Customer service agent I must keep both the company goals and customer expectations in mind when completing my daily tasks. Responsibilities include computerized passenger boarding, flight announcements, assisting customers with special needs, ticket sales, flight itinerary changes, seat assignments, and tracing mishandled luggage; also baggage loading, operation of motorized service vehicles and equipment, aircraft servicing, calculating baggage and cargo weights, and other duties as assigned.

  • Enhanced operational efficiency and reduced labor expenses by developing and optimizing standard practices.
  • Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness.
  • Developed and deepened relationships with passengers.
  • Closely monitored operations and performed regular safety audits for adherence to administrative policies and compliance regulations.
June 2015-January 2019 cook and server | Dennys | Queen creek, Az

• Knowledge of  POS, Dine




 • Serve food to tables

• Check with customers to ensure that they are enjoying their meals

• Take action to correct any problems

• Communicate with customers to resolve complaints or ensure satisfaction

• Train new employees to have knowledge  of proper policies and procedures.

December 2005-May 2015 Customer service manager/department manager/customer service counter | Walmart | San Tan Valley, AZ
  • Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
  • Conferred with sales teams and team leaders to communicate targets, boost revenue and improve promotional strategies.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Built partnerships with diverse internal teams and sales, finance and operations departments to streamline processes.
  • Conferred with customers about concerns with products or services to resolve problems and drive sales.
  • Increased customer retention by developing and offering unique discount options while driving interest in new product lines.
  • Resolved all customer complaints in professional manner while prioritizing customer satisfaction.
Education
2017 High School Diploma Poston butte high school, San tan valley, Az


  • Continuing education in   Technical mechanical engineering  and computer science. 
Skills

• Communication

• decision-making

• self-motivation

• Leadership

• ability to adapt to new pressure

• Time management

• Conflict resolution

This resume is created in 7 minutes.
Management Profile

Results driven servant leader with 9 years contact center experience seeking to contribute specialized skill set

Core Qualifications
  • Sales & customer service expert
  •  Quality assurance expert
  • Success coaching
  • Time management
  • Employee development
  • Results oriented
  • High level communication
  • Adaptability
Professional Experience
Learning & Development Specialist Mar 2018 to Current
Rise Broadband Fort Collins, Co
  • Develop, train and update training for 4 departments
  • Developed 10 training modules for sales and retentions new hires
  • Developed and trained update training for existing employees
  • Sales training expertise
Contact Center Supervisor Dec 2017 to Mar 2018
Rise Broadband Loveland, CO
  • Coach and develop agents from Chat, Retention and Customer Care departments
  • Reduced Chat AHT from 19:52 to 14:13 through effective coaching and consistent visibility of daily performance and goals
  • Drastically reduced activity shrinkage in all 3 departments by up to 30% in as little as 4 weeks
Senior Quality Analyst Jul 2016 to Current
Rise Broadband Loveland, CO
  • Enable cross functional relationships with Operations and Training Teams through sales call listenings , customer care call listenings & jumpstart QA trainings
  •  Lead Quality Analysts to improve upon call analysis skills and quality assurance processes and procedures
  • Work with Quality Assurance, Training & Operations Teams to create new QA forms and call flows in 5 departments
  • Conduct call studies and QA evaluations on various call drivers to gather data for operations team to improve insight on calls
  • Host call calibrations in 5 departments to ensure consistency with QA scores
  • Launched several processes such as call notifications, QA training, QA disputes, call studies & sales disclosures
Operations Manager Sales Mar 2016 to Jul 2016
Qualfon Fort Collins, CO
  • Coach and develop team of 7 Supervisors with teams of up to 20 agents
  • Organized weekly team meetings to discuss sales KPIs, staffing and quality
  • Enhanced agent incentive model to be both rewarding and financially efficient
  • Analyze sales conversion rates for up to 20 sales call drivers and ensure sales goals are being met
  • Utilized resources within all departments such as Reporting, Scheduling, Quality Assurance and Human Resources
Contact Center Sales Supervisor Sep 2012 to Mar 2016
Qualfon Fort Collins, CO
  • Guide employees into becoming positive contributors of the business by having weekly one on ones , delivering feedback, administering development plans and following up with until desired behavior is achieved
  • Expert with on boarding new hire agents by focusing on trainee transition to operations through engagement with agent's moral and key performance indicators
  • Trained 9 new supervisors in core competencies such as new hire on boarding, conducting one on ones, outage procedures, hiring and administrative tasks
  • Coordinate and document supervisor team meetings to track results, meet deadlines and create action items
  • Effectively manage staffing by understanding work load needs through active participation in staffing meetings and real time management skills
Contact Center Trainer Aug 2011 to Feb 2013
Qualfon Fort Collins, CO
  • Certified in adult learning through Qualfon annual train the trainer
  • Excellent speed to competency rate with trainees
  • Ability to develop a group of new hires in training and continue development after due to well rounded training and supervisor exposure
  • Complimented by the client when performing update trainings while client was present for sessions
  • Understand the financial impact of attrition within training therefor strive for retention with new hires
Customer Service Agent Dec 2009 to May 2010
Qualfon Fort Collins, CO
  • Use consultative sales approach to provide value in high quality products and services
  • Trouble shoot products and services until customer's issues are resolved
  • Use customer service skills to manage customer accounts with billing or services inquiries
Professional Courses and Certifications
  • Six Sigma Green Belt
  • Supervisor certification
  • Certified in adult learning
  • Communication styles
This resume is created in 7 minutes.
Highlights
  • Fluent in English and Spanish (read, write, and speak)
  • Multi-Task Management
  • Attention to detail
  • Able to master new skills quickly
  • Issue and conflict resolution
  • Adaptive team player
Experience
Gm Financial Group August 2019 to Current Customer Account Representative II
San Antonio, TX
  • Work diligently by create rapport with customers to resolve delinquency of accounts from 46 to 120+ days past due.
  • Developed relationships with different vendors to collect on accounts through approved channels.
  • Educated and work with customers to reconcile accounts through approved methods.
  • Assisted with training of new employees and employees transitioning to our department.
Convergent Outsourcing, Inc. February 2017 to Current Customer Service Agent
San Antonio, TX
  • Deliver an exceptional level of customer service by attending to inquiries about deposits and payments for multiple facilities
  • Usage of proper phone and email etiquette to correspond with financial inquiaries
  • Cunsulted with upset customers to determine the best methods to resolve inquire
  • Built active listening skills to undertand and provided customer satisfaction
Gm Financial April 2019 to August 2020 Customer Account Representative
San Antonio, TX
  • Quickly established rapport with customers over the phone to further assist them with vehicle contract inquiries
  • Maintained customers accounts by updating personal information including address, phone numbers, emails, etc.
  • Ensured superior customer experience by addressing customer concerns, demonstrating empathy and proving a solution to their concerns in a timely matter
  • Responsible for collecting and negotiating payment arrangement on accounts that were 5 to 45 days past due, while adhering to the FDCPA laws
Northwest Vista College October 2018 to April 2019 Administrative Assistant
San Antonio, TX
  • Interact with visitors and students, and assist with any issues or concerns
  • Validate payroll adjustments, release time request, hiring packets and other faculty documentation such as PBAF's, Labor distributions, course scheduling, and state reports
  • Create and maintain spreadsheets using advanced Excel functions and calculations to develop reports and lists
  • Work with programs such as Banner 9, Astra, Argos, AlamoShare, FLAC, and SPOL to insure that all documentation was correctly processed and organized
  • Reserve rooms for classroom usage, meetings, or community events
  • Develop knowledge on the procedures of creating, verifying, and submitting documentation for faculty and students
Northwest Vista College August 2018 to September 2018 Office Assistant/Work Study
San Antonio, TX
  • Coordinated materials for program needs, including physical files, tracking spreadsheets and update reports
  • Managed receptionist area, including greeting visitors and responding to telephone and in-person request for information
  • Analyzing data to properly verify documentation
TLT Holdings - Cici's Pizza September 2015 to January 2017 Assistant Manager
San Antonio, Texas
  • Continually monitored restaurant and took appropriate action to ensure food quality and service standards were consistently met
  • Created databases and spreadsheets to improve inventory management and reporting accuracy
  • Trained and developed staff by providing constructive feedback to increase efficiency
  • Built and developed a constructive environment between my staff as well as with higher management
  • Constructed PNL and labor reports
  • Verified and submitted gross sales and payroll to corporate bi-weekly
  • Developed a sense of self-efficacy to meet deadlines and run a successful restaurant
TLT Holdings - Cici's Pizza July 2015 to September 2015 Sales Representative
San Antonio , TX
  • Accepted cash, check, credit and debit payments in an accurate and efficient manner
  • Trained in different stations such as sales representative, dining room attendant, and stocker to better my knowledge in the company, and provide the best service possible for customer 
Accomplishments

Customer Interface

  • Greeted visitors, and build relationships with them to better assist their needs and concerns
  • Assisted customers over the phone regarding store operations, product, promotions and orders

Customer Service

  • Researched, calmed and rapidly resolved client conflicts to obtain maximum satisfaction
Education
Northwest Vista College 2019 Associate of Applied Science: Pre-Nursing San Antonio, TX
Alamo Heights High School 2016 High School Diploma San Antonio, TX, United States
This resume is created in 7 minutes.
Core Strengths
  • Energetic work attitude
  • Customer service expert
Accomplishments
  • VIP award four time winner
  • CSE customer praise award
  • I-Shine seventeen time winner
Work Experience
08/2013 to 02/2014
Customer Service Agent Discover New Albany, OH
· Receive incoming call from card members in respect to various inquiries including include card activations, taking payments, and processing adjustment requests.
· Use of Lotus Notes, jabber, Orion ADT systems.
· Have a thorough understanding of card operation, APR, payment allocation, statement cycles, and many more discover card operating systems and features
02/1753
STU Agent Discover New Albany , OH
· Maintain a high offer rate to drive increased card usage
· Maintain compliant offers, and comply with Federal Regulations when required by verbatim disclosures
· Undercover spend preference in order to best fit each customer needs
· High energy team spirit contributor
This resume is created in 7 minutes.
Summary
I have worked in the customer service line for 6 years. My passion is with people. I am highly organized and independent; able to effectively coordinate tasks to accomplish projects with timeliness and creativity.  I am detailed-oriented able to accomplish multiple tasks and stay calm under pressure. I am flexible and able to adapt to current priorities while maintaining a strong work ethic. 
Skills
  • Creative problem solver
  • Analytical thinker
  • Active Lifestyle 
  • Interpersonal skills
  • Computer and Internet Skills

  • Dependability
  • Exceptional written and oral skills
  • Leadership
  • Loyal  
  • High Moral Character ​



Experience
07/2015
Alaska Airlines San Diego , CA Flight Attendant As a fight attendant I provided ongoing customer service to passengers and fellow cabin crew members. Flight attendants are responsible for the safety and security of operations and also their passengers; while also providing comfort and a pleasant experience for all. It requires exceptional skills in hospitality , communication, teamwork, ability to work under pressure, superior judgment , medical skills, self defense , and so much more.
01/2014 - 06/2015
Alaska Airlines San Diego , CA Customer Service Agent I was a customer service agent with Alaska Airlines. I took part in most of the ground operations and behind the scene components of the airport. I was front line for customers and all check- in procedures. As well as being a ramp agent, a departure coordinator, reservation agent, and an all around team player for their operations.
10/2012 - 02/2014
Victoria Secrets Palm Desert, CA Beauty Specialist I started out working with customers out on the sales floor . I was then trained in cashiering and did that actively. Shortly after I became cross-trained in the beauty department. They soon promoted me to beauty specialist which is comparable to a supervisor. This position helped me grow as an individual and a leader. Training others, making decisions,  created greater responsibility. My goal was to  creating a positive atmosphere for co-workers and consumers.
09/2011 - 11/2012
Hollister Company Palm Desert , CA Sales Associate/Model My job duties included assisting customers on the sales floor and also attending promotional appearances. The company also valued my creative opinion and would let me assist with floor plans and visual layouts.
Education
2012
Palm Springs High School Palm Springs, CA, US High School Diploma Graduated my class with a 4.0 gpa. I was apart of the National Charity League. I also partook in sports such as ; volleyball, water polo, and softball. I was also avid in art classes and art shows.
This resume is created in 7 minutes.
Professional Summary
A administrative professional; Skilled in using the full range of Microsoft Office Suite, including, Word, Excel, PowerPoint, Publisher, and Outlook as well as managing office tasks. Very proficient in the full spectrum of book-keeping tasks such as accounts payable / receivable and asset management. Adept communications skills resulting in an exceptional ability to enhance company sales as well as customer accounts management, and customer sales data management. Exceptional experience multitasking and thriving in fast paced environments while maintaining strict compliance with company and regulatory policies. Ready to take on any assigned task and contribute to team, department, and company success.
Skills

Decision-maker

Great Multitasker

Microsoft Certified

45 WPM

Innovator

Problem Solver

Passionate

Critical Thinker

Ambitious

Organizational Skills

Adaptable

 Presentation

Work History
CUSTOMER SERVICE AGENT, 07/2015 to 08/2016
NIIT TECHNOLOGIES AUGUSTA, GA

    Answered an average of 150 calls per day by addressing customer inquiries, solving problems and providing new product information. Made reasonable procedure exceptions to accommodate unusual customer requests. Provided accurate and appropriate information in response to customer inquiries. Developed effective relationships with all call center departments through clear communication. Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.

CUSTOMER SERVICE AGENT, 07/2013 to 12/2014
TELEPERFORMANCE USA AUGUSTA, GA
  • Act as a contact personnel to customers who had questions regarding services offered and/or billing inquiries. Correctly coded and billed medical claims for various hospital and nursing facilities. Determined prior authorizations for medication and outpatient procedures. Scheduled appointments for multiple primary care physician and located physicians with corresponding insurance requirements. Composed and drafted all outgoing correspondence and reports for managers.

Collection Agent, 03/2012 to 10/2012
CONTRACT CALLERS INC AUGUSTA, GA
  • Called delinquent account holders to inform them of pending payments, and Solicit payments from accounts through phone calls and in person. Performed cash receipt reconciliations and researched to resolve accounts payable discrepancies. Compiled financial spreadsheets and organizational charts to improve office organization. Prepared and mailed collection letters to default accounts.
CUSTOMER SERVICE REPRESENTATIVE, 07/2010 to 01/2012
SITEL INC AUGUSTA, GA

Managed a high-volume workload within a deadline-driven environment. Efficiently Supervised invoice processing, refunds, purchase orders, expense reports, credit memos and payment transactions.. Successfully implemented new technologies and process automations to encourage continuous improvement. Promoted Verizon Product brand loyalty by communicating additional product offerings as part of each customer contact opportunity.

RADIO DJ/ SECRETARY, 01/2008 to 05/2009
WHCJ 90.3 FM SAVANNAH, GA
  • Announced radio programing of musical selections, and Commented on music and other matters of interest to audience such as, weather, time, or traffic conditions. Produced a compelling, fast moving, music intensive radio show that actively engage in Social Media. Assisted the Program Director in multiple capacities and participate in live broadcasts and on-site appearances.


Education
High School Diploma: MAY 2008
T.W. JOSEY HIGH SCHOOL - AUGUSTA, GA

Associate of Arts: Mass Communication , Current
Georgia Military College - Augusta
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Professional Summary
Energetic Customer Service Agent with strong time management skills who thrives in a fast-paced, dynamic environment.
Skills
  • 8 years of experience providing customer support in busy call center, environments for public utility, and insurance industry employers.
  • Strategic-relationship resolve complex issues and win customer loyalty.
  • An Unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty.​
  • Skilled in call center operations
Work History
Customer service Agent, 02/2011 to 05/2013
Able Insurance Orlando, FL
  • Handled incoming calls from policyholders
  • Responding to inquires
  • Resolving problems and correcting policy errors
  • Provided quotes and executed online policy changes for auto, home, and excess liability
  • Used consultative selling techniques to provide leads foe telesales personnel
Customer Service Collection Agent, 04/2013 to 09/2015
RainSoft Home Orlando, Fl
  • Able to multitask taking inbound and outbound calls ensuring great customer service/collection on accounts
  • Oversee office (24-36) agents supervise and monitor
  • Respond to telephone inquires, providing quality service to customers and associates inquiring about availability of products or status of orders.
  • Listen attentively to the callers needs to ensure a positive customer experience
  • Strive for a quick complaint  resolution, commended by supervisor for the ability to resolve problems on the first call and avoid escalation issues.
Customer Service Operations, 07/2015 to 10/2016
Walmart Orlando, FL
  • Responsible for hourly audits/ensuring great customer service
  • Keeping the front end operations running smoothly
  • Providing and standing in for breaks
  • Nightly returns returning to the proper departments
  • Conducting interviews
  • Stock and clean shelves
  • Order product and bin appropriate products
Customer Service Agent, 10/2015 to 02/2017
TMC Orlando, FL
  • Ensure customer service
  • Up sale the customer
  • Add on any and all accessories for phone service
  • Work overtime
  • Collections 
Traveling Customer Service Agent, 04/2014 to Current
Express Temp Agency Orlando, FL
  • Provide excellent customer service on any and every assignment
  • Responsible for taking inbound and outbound calls
  • Copy fax Collections agent 5 years experience 
  • Accepts assignments that are given and travel to location to provide customer service
  • Take inbound and outbound calls
  • Take up to 55 to 65 calls per shift
  • Meeting the specified quota for the month
Certifications
  • Valencia Community College: 2016- Current

Customer Service Management Certification

  • Taylor Farms: 2013- Current

Food Safety Management Certification

  • Action Studies Customer Service Skills Training: 4/2001- 6/2001

Five 4- hour modules of Customer Service Training