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Professional Summary
IT professional with a 4-year background in system administration, hardware and software troubleshooting and network management for the local government.
  • Skilled problem solver
  • Motivated team player
  • Remote access support
  • Systems analysis
  • Analytical thinker
  • Software libraries maintenance
  • Focused
  • Data backup and recovery systems
  • Server Support
  • Routing protocols knowledge
  • Internet setup and repair
  • Anti-virus solutions
Associate of Applied Science: Network Systems Management, 2013
Florence-Darlington Technical College - Florence, SC
CompTIA A+ ce Certified
CompTIA Security+ ce Certified
Work History
Network Technician, 08/2013 to Current
Florence County Sheriffs Office Effingham, SC
  • Reviewed logs for all networking devices for unresolved abnormalities and problems.
  • Tested and evaluated vendor software to improve performance and usability.
  • Communicated with vendors to resolve network outages and periods of reduced performance.
  • Kept up-to-date on new developments in computer and network vulnerabilities, data hiding and encryption.
  • Documented all server and network problems and other unusual events in detail.
  • Diagnosed system hardware and software problems using advanced root-cause analysis.
  • Monitored system logs for all company computers and devices to maximize uptime.
  • Completed remote repairs involving software solutions and hardware repairs.
  • Served as a liaison between the user community and software providers.
  • Defined security requirements for computer systems, including mainframe, workstations and personal computers.
  • Built server systems and installed into racks.
  • Provided base level IT support to non-technical personnel within the business.
  • Reviewed technical documentation and procedures.
  • Defined and documented technical best practices.
  • Installed software, modified and repaired hardware and resolved technical issues.
  • Identified and solved technical issues with a variety of diagnostic tools.
  • Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems.
  • Provided on-call support for critical issues.

Frozen Food / Dairy Stocker, 09/2010 to 08/2013
IGA Lake City, SC
  • Refilled and rotated items on shelves to maintain well-stocked inventory.
  • Scanned shelves and product cases for expired stock and discarded outdated or spoiled items.
  • Stocked “point of purchase” areas with recipe cards, product coupons and promotional material.
  • Maintain clean, neat and properly stocked check stand area.
  • Kept cases and shelves clean and well stocked.
  • Maintained stockroom and warehouse.
  • Stocked and cleaned grocery shelves, bulk bins and freezer and dairy cases.
  • 3 years stocking experience.

Senior Customer Service Representative, 09/2009 to 06/2010
Movie Gallery Inc. Lake City, SC
  • Operated a cash register for cash, check and credit card transactions.
  • Stocked and replenished merchandise according to store merchandising layouts.
  • Priced merchandise, stocked shelves and took inventory of supplies.
  • Cleaned and organized the store, including the checkout desk and displays.
  • Alerted customers to upcoming sales events and promotions.
  • Completed all point of sale opening and closing procedures, including counting the contents of the cash register.
  • Welcomed customers into the store and helped them locate items.
  • Resolved all customer complaints in a professional manner while prioritizing customer satisfaction.

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Professional Summary
Energetic experienced inbound and outbound telemarketer with 10 years in a fast paced customers service and call center environments. Personable and professional under pressure. Skilled in exceeding company goals and expectations. Excellent communication, problem solving and time management skills.
Work History
Utility Expense Reduction - Senior Customer Service Representative New York, NY 09/2016 - Current
  • Retain residential consumers of electricity and gas supply through sales tools and techniques.
  • Build rapport, listen and manage customer complaints and concerns in a professional manner.
  • Consistently improve customer satisfaction through expert resolution of billing inquires and concerns.
  • Meet company's weekly, monthly and quarterly quota standards.
Euromoney Institutional Investor - Telephone Researcher New York,, NY 2015 - 2016
  • Contacted and qualified professional individuals worldwide to participate in a research study for different industry sectors.
  • Followed project specifications with a high level accuracy and integrity.
  • Input data both manually and into computer data base system.
  • Met company's weekly production standards.
Qualified Health - Sales Customer Service Agent Brooklyn, NY 10/2012 - 10/2014
  • Sold and explained a medical savings program to individuals and families nationwide.
  • Exceeded sales 90%-110% of 2012 - 2014 sales quota.
  • Input data into company's data base system.
  • Provided good customer service to customers.
Bilingual; English and Spanish. Good communication and interpersonal skills. Self motivated and team oriented. Organized. Computer; Microsoft word, Powerpoint, and Excel.
2006 Monroe College Bronx, NY Associate of Science: Hospitality Management and Culinary Arts
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A dedicated professional with experience in insurance, customer relations and compliance.  Highly skilled with a proven capacity to effectively manage multiple projects simultaneously while exhibiting excellent communication skills in a diverse environment. Results focused analyst with a record of completing strategic initiatives with demanding deadlines to achieve aggressive corporate goals and department objectives
  • Budget development
  • Reporting & analytical skills
  • Team building expertise
  • Advanced Microsoft Office Skills
  • Excellent interpersonal skills
  • Customer satisfaction
Bachelor of Arts: Integrated studies, 2009
Washburn University - Topeka, KS
  • Property & Casualty License
Work History
Claims Information Analyst, 01/2012 to 12/2017
Farmers Insurance Olathe, KS
  • Streamlined processes for daily tasks, establishing a more efficient workflow for team
  • Utilized Microsoft Excel to generate reports and analyze data for presentation to management team
  • Utilized Microsoft Excel to analyze claims data and trends, reporting trends and suggestions back to management team
  • Conducted audits of monthly rental bulk billing, which resulted in over $20,000 dollars in cost savings
  • Designed Microsoft Excel tracking systems for monthly inventory and bill payment,identifying areas of concerns or trends, and improving efficiency 
Customer Service Representative / Senior Customer Service Representative, 03/2008 to 01/2012
Farmers Insurance Olathe, KS
  • Utilized empathy and rapport skills to make connections with customers while filling new claims or providing claim status updates  
  • Consistently achieved scores for customer service in the top 5% of employees each month
  • Investigated and resolved customer inquiries and complaints in a timely and efficient manner. 
  • Conducted performance reviews for all Customer Service Representatives to reduce resolution time and improve customer satisfaction rates.
  • Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment increasing overall customer satisfaction and loyalty  
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Reliable, organized and experienced customer service representative with a background in different industries.  I am currently working for a home owner's association property management company in customer service; yet have a background in customer service and coding from Trigon Blue Cross Blue Shield.
  • Strong organizational skills
  • Active listening skills
  • Dependable
  • Independent worker
  • Adaptive team player
  • Fast learner
  • Flexible
  • Detail Orientated
  • I answer the phone for an HOA property management company and strive to provide a positive and pleasant experience with our company.
  • I greet customers who come in person and handle their transactions as well as interactions with our vendors.
  • I have a broad knowledge base with regard to the process for approximately 75 communities.  I assist our customers with all aspects concerning the HOA covenants, billing questions, architectural approval process, violations and hearing determinations.  Should the customer need further assistance, I will direct them to the appropriate representative.
  • I can work independently and am self-directed to contribute to tasks that need to be completed.
08/2015 to Current
Customer Service Representative Braesael Property Matthews, NC I answer multiple customer inquires via the telephone and emails.  I strive to make the customers experience with Braesael a positive interaction which requires active listening and problem solving skills.  To achieve this, I have taken the initiative to learn about the processes in how a Home Owners Association functions according to the covenants, restrictions and processes.  I assist customers with accounting and billing questions and the proper forms and documentation to resolve issues.
09/2006 to 04/2013
Pre-School Teacher Carmel WEE School Matthews, NC I was a hands on pre-school teacher dedicated to helping children learn developmental skills in a nurturing environment. I observed children and made adjustments to the learning activities to accommodate developmental growth. I took the initiative to know the developmental milestones for the age and continued to be current on child development literature by reading.  I spoke with the parents regarding their children's areas of growth, those that could use some improvement and behavior; both positive and negative.  This required active listening and adapting my communication style to the person who was to receive the information.
10/1995 to 04/2005
Part time - front desk and group exercise teacher Shuford Branch YMCA Conover, NC The position involved greeting members and verifying current membership.  I also taught group exercise class which required planning the class and certifications.
01/1992 to 04/1995
Senior Customer Service Representative Trigon Blue Cross Blue Shield Roanoke, VA I began as a customer service representative answering written responses, processing and coding claims from providers and hospitals and answering customers via the telephone. I progressed to a senior representative and was responsible for the process flow of work for 25 group contracts renewing in the Fall. This involved the supervision and training of employees to assure the work flow and prioritization was correct and on time. I authored the membership procedure manual and trained all the processors on membership entry procedures. I acted as the liaison to the marketing department to review marketing brochures and certificates prior to submission to the legal department.
Education and Training
History Hollins College Hollins, VA, USA
High School Diploma: College Preparatory Thomas Jefferson High School Dallas, TX, USA
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Experience in fast-paced, customer oriented environment *Able to complete multiple tasks while maintaining composure and quality of work *Extensive customer service experience across several industries *Maintain quality of work between independent and team projects
03/2016 to Current
Goodlife Fitness
  • Maintain cleanliness of gym floor and change rooms.
  • Handle any inquiries, concerns or changes to members accounts.
  • Assist with daily and monthly membership target when required.
08/2015 to 03/2016
  • Maintained cleanliness of facility and gym equipment.
  • Responsible for enrolling potential members and outlining membership options.
  • Handled any potential or current member inquiries and complaints.
  • Responsible for teaching members how to use fitness equipment.
09/2013 to 01/2015
Senior Customer Service Representative ARO Collections Incorporated
  • Provincial Offences Credit Collection.
  • Handled inbound and outbound calls in a professional manner.
  • Consistently achieved daily targets.
  • Overcame objections in regards to payment on outstanding accounts.
  • Utilized multiple computer systems to handle client's delinquent accounts.
01/2012 to 08/2012
Security Guard Intercon Security Limited
  • Patrolled premises and adjacent areas.
  • Observed all activity on premises and reported any suspicious activity.
  • Issued visitor and company badges.
  • Monitored cameras logged all access into the building.
09/2007 to 01/2011
Senior Customer Service Representative Spring Rolls Corporation
  • Received inbound calls for pickup and delivery orders for multiple restaurant locations.
  • Handled customer complaints and concerns to maintain client satisfaction.
  • Managed online ordering system & system menu.
  • Advertised new promotions at multiple restaurant locations.
Education and Training
Seneca College Fitness and Wellness program Apr 2013 - Aug 2013
Credit, client, delivery, access, cameras, teaching
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Professional Summary
Experienced Office Manager with  strength in managing multiple projects simultaneously and fostering a cohesive staff. Hard-working, with outstanding telephone, scheduling and documentation skills. 
  • Excellent time management skills
  • Skilled trainer
  • Effective workflow management
  • Adherence to high customer service standards
  • Exceptional telephone etiquette
  • Effective workflow management
  • Strong interpersonal skills
  • Experienced with use of office equipment including computers and computer programs. 
  • Business correspondence
  • Attention to detail
  • Community based planning
  • Sound judgment
  • Team building
Work History
Senior customer service representative 01/2016 to Current
Delta Web Priting 1871 Enterprise Blvd. West Sacramento Ca 95691
  • Enter, and schedule detailed job orders to determine quantity, stock specifications, colors and special printing instructions. 
  • Solved unresolved customer issues.
  • Strong leader of customer support staff.  Providing input and offering guidance. 
  • Maintained accurate records of past due customer account activity.
  • Updated customer orders from start to finish in an accurate and timely manner.
  • Managed work flow to exceed quality service goals.
  • Keep up to date and detailed records of customer orders. 
  • ​Coded and provided complete billing information for invoicing to the accounting department. 
  • Follow all detailed instructions, including billing and delivery of   all State, and Federal Contracts. 

Office Manager/Sales/Production 10/2001 to 01/2016
Cornerstone Copy & Print 3132 Dwight Road Suite 700, Elk Grove CA 95758
  •  Oversaw daily office operations for staff of 5 employees. 
  • Responded to all customer inquiries thoroughly and professionally.
  • Process and complete estimates, billing and account follow up. 
  • Represent company at community and professional organizational meetings.
  • Communicate with individuals of all ethnic and cultural backgrounds.
  • Investigate and resolve customer inquiries and complaints in an empathetic manner.
  • Adhere to all confidentiality requirements at all times. 
  • Maintained up-to-date knowledge of products and services. 
  • Created project job jackets,including briefs,schedules,reference material, specifications and contractual requirements. 
  • Write clear and concise work instructions. 
  • Cross-trained and backed up all other positions of the company.

Master of Science: Rio Hondo College - Whitter, CA

Laguna Sunrise Rotary -Elk Grove 

Member July 2008-2016  / Board member 2013 -2016

Fundraising committee leader 2006-2016

EWomen Network- Sacramento

Member 2005-2015

Leadership Team 2006-2014

Cerified Boy Scouts of American Merit badge counselor
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Professional Summary

Call Centre Representative versed in customer support in high call volume environments. Superior computer skills and telephone etiquette. Motivated customer service specialist with over one year retail experience in a fast-paced, team-based environment.

Excelling at customer satisfaction and retention. Pre and post-sales support specialist. Flexible and hardworking in deadline-driven environments.

Customer service professional seeking a management role. Skilled in training staff and establishing rapport with clients. Self-motivated with exceptional communication and computer capabilities. Friendly Sales Associate adept at working in diverse retail and customer service environments.

Patient and empathetic  with extensive background in conflict resolution and customer care. Desire a Specialist role.

  • Trusted key holder
  • Creative problem solver
  • Exceptional communication skills
  • Quick learner
  • Strong client relations
  • MS Windows proficient
  • Training development aptitude
  • Multi-line phone talent
  • Proficient in cash management
  • Local/state health laws knowledge
  • Shipping and receiving professional
  • Cash flow management
  • International sales support
  • Strategic sales knowledge
  • Credit card processing
Work History
Internship, 09/2015 to 09/2016
Japan Airlines Ota-Ku, Tokyo

Double Checked the wifi routers and GPS systems in the Airplanes in a limited amount of time. 

Senior Customer Service Representative, 10/2016 to Current
Prince Hotel Tokyo , Minato Ku
  • Successfully acquired an average of 17 new customers per month, generating a % growth in revenue.
  • Answered questions with up-to-date knowledge .
  • Handled daily heavy flow of paperwork and cooperated with the accounting departments on invoicing and shipping problems.
  • Answered an average of 50  calls per day by addressing customer inquiries, solving problems and providing new product information.
  • Earned management trust by serving as key holder. 
Bachelor of Arts: Arts, July 2014
AL-KHAIR University (AJK) - Pakistan
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Professional Summary
Customer Service Professional highly skilled in call center leading, training, service solutions, and innovative marketing concepts.
  • Team player and avid collaborator
  • Experience with project management
  • Well-organization, multi-tasker, and able to prioritize
  • Results-oriented Business operations expertise
  • Problem solver and able to conduct analytical evaluations and prepare recommendations
  • Proficient in Microsoft Office and other computer programs
  • Ability to: communicate effectively orally and in writing
  • Service-oriented
  • Inventory control and record keeping
  • Dynamic, friendly hostess
  • Staff scheduling
  • Point of Sale (POS) system operation
  • Natural leader
  • Strong work ethic
  • Well-versed and confident in not only delivering presentations but also facilitating discussions
  • Proven ability to establish effective relationships with diverse populations including
  • Passion for customer satisfaction
  • Conflict resolution techniques
  • Experience with staff scheduling
  • Proven cost-control expert
  • Trained in performance and wage reviews
  • Results-oriented
  • Business operations expertise
  • Marketing and advertising
Work History
Senior Customer Service Representative, 2015 to Current
Leesa Sleep Virginia Beach, VA
  • Worked on the special projects team that built the social impact return process that defined and set the company apart from its competitors
  • Answered an average of 50-100 calls per day by addressing customer inquiries, solving problems and providing new product information.
  • Described product to customers and accurately explained details and care of merchandise.
  • Earned management trust by serving as key lead to 8 agents
  • Communicated with vendors regarding back order availability, future inventory and special orders.
  • Provided an elevated customer experience to generate a loyal clientèle.
  • Answered product questions with up-to-date knowledge of sales and store promotions.
  • Effectively communicated with and supported sales, marketing and administrative teams on a daily basis.
  • Handled daily heavy flow of paperwork and cooperated with the accounting departments on invoicing and shipping problems.
  • Resolve  10-20 Warranty Claims on a weekly basis
  • Handled and resolve 5 escalations daily 
  • Solve 100-200 inquires daily
  • Responsible for analyzing reviews and reaching out to customers
  • Developed reputation as an efficient service provider with high levels of accuracy.
  • Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
  • Served as the main liaison between customers, management and sales team.
  • Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
  • Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
  • Recipient of multiple positive reviews acknowledging dedication to excellent customer service.
  • Routinely answered customer questions regarding merchandise and pricing.
  • Asked open-ended questions to assess customer needs.
  • Learned, referenced and applied product knowledge information.
  • Contacted customer to follow up on purchases, suggest new merchandise and inform them about promotions and upcoming events.
  • Mastery of customer service management systems and databases.
  • Provided incentive to increase productivity by offering employees awards for best customer service.
  • Oversaw call center employees to ensure customer satisfaction goals were consistently met.
Founder/Owner/Photographer, 2014 to Current
Tashamac Photography Virginia Beach, Va
  • Implemented marketing strategies which resulted in 12% growth of customer base.
  • Entered details such as payments, account information and call logs into the computer system.
  • Responded to customer requests via telephone and email.
  • Photographed high-quality images for both print and Internet distribution.
  • Handled cameras operating at several thousand frames per second.
  • Planned and prepared for all on-location and studio shoots.
  • Coordinated translation of labels and sales materials.
  • Managed customer expectations with open consultations and frequent communication.
  • Designed user interface, tools and web pages to meet branding guidelines and web best practices.
  • Planned, organized and scheduled work.
  • Generated new ideas with limited direction and varied internal client needs.
  • Consulted with clients to discuss preferences, styles, and ideas for commissions.
  • Developed marketing and sales strategies to maximize business success.
  • Edited, toned, captioned and uploaded photographs for news publications.
  • Selected and altered secondary photographic features such as backdrops and lighting.
  • Archived photographs on computers and servers.
  • Performed advanced computer processing of images for assignments.
  • Defined and recommended detailed solutions to capture images.
  • Put together realistic budgets based upon costs and fees for effectively operating the business.
  • Answered an average of [Number] calls per day by addressing customer inquiries, solving problems and providing new product information.
  • Resolved all customer complaints in a professional manner while prioritizing customer satisfaction.
  • Educated customers about the brand to incite excitement about the company's mission and values.
  • Routinely answered customer questions regarding merchandise and pricing.
  • Developed reputation as an efficient service provider with high levels of accuracy.
Server, 09/2011 to Current
McCormick & Schmick's Seafood & Steaks Virginia Beach, VA
  • Demonstrated genuine hospitality while greeting and establishing rapport with guests.
  • Guided guests through menus while demonstrating thorough knowledge of the food, beverages and ingredients.
  • Maintained table settings by removing courses, replacing utensils and refilling beverages promptly and courteously.
  • Assertively upsold alcoholic beverages, appetizers and desserts.
  • Delivered quality service by providing a warm and welcoming environment.
  • Maintained complete knowledge of restaurant menu, including daily specials.
  • Upheld highest standard for cleanliness of glass and silverware.
  • Routinely supported other areas of the restaurant as requested, including answering telephones and completing financial transactions for other staff.
  • Quickly recorded transactions in MICROS system to deliver prompt service.
  • Developed and maintained positive working relationships with others to reach business goals.
  • Resolved guest complaints quickly and efficiently.
  • Assisted in cashiering and Point of Sale (POS) system procedures during busy hours.
  • Received frequent customer compliments for going above and beyond normal duties.
Manager, 2009 to 2011
Tiki Bar Island Bar and Grill Virginia Beach, VA
  • Ran the day to day operations of this restaurant managing 20 plus people and overseeing the payroll and scheduling
  • Oversaw the creation and implementation of the official policies and procedures handbook
  • Promoted a positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
  • Led and directed team members on effective methods, operations and procedures.
  • Actively participated in ongoing customer service programs to build sales and rapport in the community.
  • Strategically developed effective marketing plans to increase sales and profits while managing costs.
  • Organized special events in the restaurant, including receptions, promotions and corporate luncheons.
  •  Organize fundraisers and events Use adobe suites 
  • Carefully interviewed, selected, trained and supervised staff.
  • Clearly and promptly communicated pertinent information to staff, such as large reservations or last minute menu changes.
  • Promoted the business through participation in and sponsorship of community events.
Bartender Server, 2007 to 2010
Shula's 347 Grill Norfolk, VA
  • Greeted guests in a timely and professional manner.
  • Received beverage orders from wait staff and delivered beverages to guests.
  • Carefully followed safety and sanitation policies handling food and beverages.
  • Managed strict beverage control to minimize waste.
  • Closed out cash register and prepared cashier report.
  • Served each guest courteously, quickly and efficiently.
  • Consistently used suggestive selling techniques.
  • Ensured liquor was secured at the end of shifts.
  • Adhered to state laws regarding alcoholic beverage service.
  • Notified management of ordering needs (liquor, beer, wine, paper goods, etc.).
  • Waited on multiple customers at the bar and throughout the bar area.
  • Processed orders on a computerized Point of Sale system.
Administrative Assistant, 2006 to 2009
Newland Management Virginia Beach, VA
  • Managed and directed a staff of more than 50 people
  • Responsible for recruitment, training, and scheduling.
  • Created detailed expense reports and requests for capital expenditures.
  • Managed office supplies, vendors, organization and upkeep.
  • Completed data entry, tracked resumes and maintained the applicant tracking system.
  • Planned and executed professional development plan.
  • Worked independently and as part of a team to achieve lower labor cost.
  • Directed administrative functions for the directors, principals, consultants and key managers.
  • Compiled and analyzed sales and marketing reports.
  • Created expense reports, budgets and filing systems.
  • Assisted with team building initiatives and overall support for maintenance of organizational culture and employee morale.
  • Supported the human resources department in the annual employee review process to manage performance merit increases.
  • Developed and maintained an internal client filing system.
Bachelor of Science: Communications with Communication Technology, 2017
University of Phoenix Virginia Beach Main Campus - Virginia Beach, VA
Associate of Arts: Business, 2014
University of Phoenix Virginia Beach Main Campus - Virginia Beach, VA

Judo-Christian Outreach Center
collaborated with shelter to provide mattresses and other goods.
Assisted in the food pantry and serving lunch to 50+ community members.

Salvation Army Hope Center
Collaborated with shelters to provide mattresses
Assisted in the toy drive 

Judo Thrift Store
Created displays for the store and organization of products 
Assisted Customers with donations