Agent Support Resume Sample
Zachariah Swift
66914 Anissa Estate,
Los Angeles,
CA
+1 (555) 332 9378
Work Experience
Agent Support Specialist
05/2015
-
PRESENT
Dallas, TX
- Build Humana’s brand image with employers, members, brokers, consultants by providing effective and efficient service
- Read and write in English and use arithmetic skills to accurately complete daily assignments required
- Proficiency in personal computer and Microsoft applications required
- Adequate negotiation required
- Strong written, verbal, and interpersonal communication skills to effectively communicate with senior management, co-workers, and customers required
- Be neat with self and conducts self in a respectable, responsible, courteous manner
- Projects a cooperative and positive attitude toward customers, employees and company
- Work hours outside of normally scheduled shift(overtime), including holidays and weekends, with little or no advance notification required
- Cooperates with co-workers Works as a member of a team
Support Center Agent
10/2010
-
11/2014
Philadelphia, PA
- Timely resolution of problem escalation to positively impact customer service at the store level, employee relations and loss of sales if not handled properly
- Analyzing technical issues at locations on a timely basis to decrease repair time of technical issues and prevent sales decreases
- Working with co-workers to address escalating problems for resolution, helping in areas of expertise
- Interact with operations/store personnel to resolve issues at site level, escalate store issues to District Manager
- Contact with Vendors when self maintenance and repair is impossible
- Remote in to callers’ computers when necessary using the appropriate student tech support processes
- Answer incoming calls or electronic media
- Ask probing questions to assist with the diagnosis, triage, or resolution of problems
Student Technical Support Blended Agent
10/2006
-
04/2010
Philadelphia, PA
- 4:30
- Previous experience in a Call Center is required
- Excellent listening skills and patience
- Coach, gain and maintain trust with Customer Service Agents
- Answering calls from Sites and Vendors, analyzing issues, instructing callers on solution or escalating to vendor or other department
- Documenting and process and tickets
- Determining when to send a technician out to site locations. There is a cost associated with these decisions and substantial savings by decreasing the use of third party vendors
Education
Kaplan University - Council Bluffs Campus
2002 - 2006
Bachelor's Degree in Business
Professional Skills
- Experience in basic IT skills, including but not limited to PC literacy, email, basic Windows applications
- Demonstrate follow up and follow through skills
- Partnering with sales and internal technology teams to ensure a smooth account signup process and to drive strong post-launch results
- Experience managing wireless telecom including plan, device support, device selection, and MDM
- At least four years experience with Windows operating system (Windows 7 or higher) and Microsoft Office
- Extensive experience with Windows operating system (Windows 7 or higher) and Microsoft Office
- Extensive experience troubleshooting hardware and software issues
How to write Agent Support Resume
Agent Support role is responsible for basic, customer, health, finance, training, logistics, wireless, telecom, insurance, travel.
To write great resume for agent support job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Agent Support Resume
The section contact information is important in your agent support resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Agent Support Resume
The section work experience is an essential part of your agent support resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous agent support responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular agent support position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Agent Support resume experience can include:
- Technical experience
- Two years of comprehensive customer service experience
- Previous sales, insurance or healthcare experience
- Identify travel agent partners for which Expedia TAAP is a strong fit and which have the opportunity for long term growth
- Demonstrate initiative and dedication to the job
- Priority given to applicants with fluency in French
Education on an Agent Support Resume
Make sure to make education a priority on your agent support resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your agent support experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Agent Support Resume
When listing skills on your agent support resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical agent support skills:
- Build Humana’s brand image with agents and internal departmental customers by providing effective and efficient service
- Effective leveraging of value delivered to increase mutual value and account penetration/share of wallet
- Build Humana’s brand image with agents and brokers by providing effective and efficient service
- Assign priorities to incidents according to documented protocols
- Demonstrate a broad level of understanding of the insurance markets and the lines of business available at the carrier level
- Establishing relationships with Expedia TAAP travel agent partners
List of Typical Skills For an Agent Support Resume
1
Skills For Agent Support Specialist Resume
- Identifying partners which have potential to grow into larger partners in the future
- Collaborating with field sales managers on key accounts
- Focus on identifying inbound call themes and troubleshooting
- Log problems to triage problem to another level using assigned tools for managing problems
- Log problems to triage problem to another level using the assigned tools for managing problems
- 16-18 weeks of paid training required with no time off
2
Skills For Support Center Agent Resume
- Respond to agent issues while complying with all regulatory requirements
- Consistently adhere to business procedure guidelines and the use of Salesforce for record keeping
- Assist customers by resolving problems when able
- Remote in to customer devices when appropriate in order to assist in resolving issues
- Adhere to internal processes and guidelines
- Benefits available: accrued paid time off, enrollment options into Humana’s 401K retirement plan, an onsite fitness center, onsite cafeteria, Humana’s WOW Wellness Program, Helping hands and Employee Assistance Program (EAP) & Work-Life Services
- Provide support for regional Authorized Agent’s concerning monitoring service inquiries
3
Skills For Agent, Agency Monitoring Support Resume
- Responsible for fielding inbound inquiries for assigned base to include Repair, MAC and Billing calls
- Responsible to keep notes in Open Café updated with status and all contacts made to customer
- This internship is a paid position
- Accurately diagnose and resolve known and unknown travel agent business queries
- Translate program benefits into the partner’s business language to prove value
4
Skills For Student Technical Support Blended Agent Resume
- Collect, analyze and interpret trend information to address and resolve pre-enrollment inquiries and other Agent needs
- Make recommendations for product improvements
- Use tools provided (such as knowledge management system) to understand processes, appropriately assign incidents or resolve incidents
- Initiate appropriate protocols defined in urgent or critical situations
- Escalate issues and initiate communication
- Educate customers in basic processes such as password resets
- Product SME for multiply lines & carriers and conveys information in a concise and professional manner
- Increase FCR for agent satisfaction
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