Customer Service Agent resume examples

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Skillful Customer Service Agent resume

Melissa Mills
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
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Job-winning Customer Service Agent resume

Nicholas Budig
Experience
Consumer Specialist Jun 2017 to Current
 Office Of The Attorney General For The State Of Idaho － Boise, ID
  • Mediate consumer complaints between businesses and consumers on behalf of the consumer. Draft letters requesting communication from the company in question, review company responses, and communicate resolutions to consumers.
  • Successfully handle large number of complaints at once, coordinate discussions between business and consumers, and respond to both parties in a timely manner.
  • Schedule and attend outreach events, including answering questions regarding consumer protection, financial literacy, scamming techniques and distribution of consumer protection literature.
  • Exhibit knowledge on the Idaho Consumer Protection Act, Landlord and Tenant Law, and Senior Citizen Laws. Process and file all “Organization Exempt from Income Tax” forms and “Class Action Fairness Act” documents sent to the state of Idaho. Track total volume of these documents for annual reports.
  • Answer phone calls and direct consumers in the appropriate course of action regarding scams, attempted fraud, and consumer complaints.
  • Conduct clerical duties for the department, such as filing, reorganization of the filing system, and organization/ordering of office supplies for the Consumer Protection and Civil Litigation departments.
  • Perform running duties for both Consumer Protection and Civil Litigation, including coordination of document pick-up and delivery with varying divisions.
  • Perform process service duties for Civil Litigation for upcoming court dates.
Field Worker Aug 2016 to Nov 2016
 Lincoln Strategy Group
  • Door to door activities for Murkowski 2016 such as giving surveys, giving out literature and talking with constituents about Lisa Murkowski and her reelection campaign
Field Worker May 2014 to Nov 2014
 Sullivan 2014
  • Door to door activities for Sullivan 2014 such as door knocking, phone banking, dropping literature off to constituent doors, surveying voters.
Legal Aide Apr 2014 to Jan 2017
 Law office of James McCollum
  • Assist in the editing, drafting, and proofreading of Real Estate documents for Home Owners Associations and builders and the filing of them with the State of Alaska, and the State Recorders Office. 
  • Creation of all form Real Estate Documents for the use on other projects.
  • Supported a team of two attorneys with the opening of cases with the court, filing of pleadings, motions, and various court documents.
  • Answering phones, organizing the office, and restocking of office supplies.
  • Assisted the litigation attorney with trial prep, and in the courtroom.
  • Composed and typed letters of correspondence, organized legal memoranda and client correspondence. 
  • Examined Deeds of Trust to determine the grantor, grantee, trustee, and loan amount.
Seasonal Customer Service Agent Jun 2013 to Oct 2013
 Great Alaskan Holiday
  • Assisted customers with getting their motorhomes set up and explained how to work everything in the motorhome.
  • Informed customers of add-ons that were available for them to use while on the road and delivered them to the customer at their motor home.
  • Inspected the motorhomes for damage before they left and upon return.
  • Delivered prompt, accurate and excellent customer service.
    Teller I May 2012 to Sep 2012
         First National Bank Alaska
    • Established new customer accounts including checking, savings, lines of credit and loans.
    • Provide customer service in a fast-paced environment
    • Performed check and cash deposits, and cash withdrawals to and from accounts
    • Adhered to First National Bank Alaska's security and audit procedures.
    • Experienced with banking procedures and regulations.
    • Researched and resolved customer issues on personal savings, checking and lines of credit accounts.
    Landscaper Nov 2010 to Mar 2012
         Arctic Green, LLC
    • Head of the watering crew, responsible for making sure that all the lawns, trees, plants and flowers were watered on a weekly basis in accordance with the schedule.
    • Responsible for the coordination of planting flowers and other annuals for all commercial and residential clients, the maintenance of them throughout the summer, and replacing any that were damaged or dead.
    • Coordinated with and assisted the main landscaping crew on projects and assisted with the completion of any work needed.
    • Organizing and cleaning the warehouse and gated off yard.
    Education
    Bachelor of Science, Labor and Employment Relations 2020 The University of Pennsylvania School of Labor and Employment Relations
    Coursework with an emphasis on employment law, recruitment and selection, talent management and development, human resource management, benefits and compensation, and industrial organization.
    Minor in Dispute Management and Resolution 
    Coursework with an emphasis in the management and resolution of problems created by difference in attitudes, beliefs, values, and behavioral preferences of individuals primarily in interpersonal, group, organizational, and international contexts. 
    Finance and Economics University of Alaska Anchorage － Anchorage, AK, United States Coursework in Finance, Accounting, Economics.
    Skills
    10 key, Microsoft Word, Powerpoint, Outlook, Excel, Access, Internet Research, Multi-Task Management, Minute Taking, Data Entry, Creative Problem Solving, Active Learning, Client Relations, Filing, Letters and Memos, Proofreading, Reading Comprehension, Accounting.
    Affiliations
    Sigma Alpha Epsilon (Alaska Alpha) Spring 2014 - Fall 2016.
    Positions held: Athletics Chair
    Awards
    Athletics Letter for Football (Presentation College 2013)
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    Experienced Customer Service Agent resume

    Joseph Medina
    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
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