Consumer Relations Resume Sample

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Work Experience


Consumer Relations Manager
06/2015 - PRESENT
San Francisco, CA
  • Manage employee activity (work management, delegation) to ensure attainment of work goals
  • Monitor and measure operational performance against established goals and metrics (service level, productivity, quality) making operational adjustments as necessary to ensure objectives are met
  • Ensure that team responses to customer inquiries are in accordance with established service level requirements across multiple channels (phone, email, letter, call center, social media, LDCs)
  • Ensure that team responses to regulatory and customer advocacy inquiries are in accordance with established service level requirements across multiple channels (phone, email, letter, call center, socal media, LDCs)
  • Ensure that team responses to executive inquiries are in accordance with established service level requirements across multiple channels (phone, email, letter, call center, social media, LDCs)
  • Direct resolution to customer issues through direct contact or guidance to subordinates
  • Communicate and administer policy and procedure and ensures compliance within work team
  • Document work flow and processes
Consumer Relations Representative
08/2012 - 12/2014
Detroit, MI
  • Possess exceptional, professional verbal and written communication skills
  • Possess a clear understanding of end to end order process, as well as Accounting and Logistics processes
  • Think critically and creatively balancing consumer needs with the success of the business to resolve consumer issues
  • Recognize trends and report upward and/or cross functionally
  • Uses their empowerment, as appropriate, to create a positive consumer experience
  • Serve as liaison to resolve escalated complaints (e.g., via call center, media, BBB,
  • Governmental Affairs, Consumers Utility Council, Attorney General’s Office, LDCs, and
  • Respond to inquiries on the Stylist Technical Hotline
  • Less than 3 years Consumer Relations or related experience
Consumer Relations Assistant
06/2009 - 04/2012
San Francisco, CA
  • Administer and manage telephone and work management skill assignments to ensure customer expectations are met and company objectives are met
  • Pull, monitor and analyze various telephone and work management reports to ensure customer expectations are met and company objectives are met
  • Successful completion of background and substance check
  • Confidence to do the right thing for the consumer in order to preserve trust in our brand
  • Accepts accountability and ownership of issues while operating with a strong sense of urgency towards solving consumer issues and provides resolution reporting back to leadership in a timely manner
  • Work independently, while possessing a high level of reasoning and decision making ability, and follow through on commitments
  • Compassionately, empathetically, and patiently listens to consumer issues and offer thoughtful, reasonable resolution
  • Adapt to changing consumer needs and temperaments
  • Build rapport and influence consumers, peers, and outside partners

Education


University of Washington
2005 - 2009
Bachelor's Degree in Communications Related Field

Professional Skills


  • Effective multi-tasking skills and strong keyboarding and data entry skills
  • Excellent listening skills with effective and diplomatic verbal and written communication skills
  • Experience of day to day coordination of a team in a call centre environment with proven training and facilitation skills
  • Strong organizational and prioritization skills to plan and evaluate the impact of consumer issues on the business
  • Experience in flexing and adapting tasks and the ability to re-prioritise tasks to ensure key business priorities are met
  • Strong human relation and organization skills with sound judgement and tact
  • Possess high maturity and strong communication skills

How to write Consumer Relations Resume

Consumer Relations role is responsible for training, organization, litigation, mainframe, retail, credit, integration, database, security, reporting.
To write great resume for consumer relations job, your resume must include:

  • Your contact information
  • Work experience
  • Education
  • Skill listing

Contact Information For Consumer Relations Resume

The section contact information is important in your consumer relations 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
  • Email
  • Telephone number

Work Experience in Your Consumer Relations Resume

The section work experience is an essential part of your consumer relations 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 consumer relations responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular consumer relations position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions. Representative Consumer Relations resume experience can include:

  • Excellent written and verbal communication skills including an empathetic manner
  • Keyboard / typing skills
  • Intermediate computer skills (Word and Excel)
  • Effectively compile and report the results of root cause analysis
  • Upselling and Direct-to-Consumer sales experience
  • Act as first point of contact for escalated issues, minimizing risk to ensure rapid and effective resolution and providing out of hours cover when required

Education on a Consumer Relations Resume

Make sure to make education a priority on your consumer relations resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your consumer relations 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 Consumer Relations Resume

When listing skills on your consumer relations 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 consumer relations skills:

  • Effectively communicate inside and outside of the organization with exceptions verbal and written skills
  • Collaborative and influential with strong relationship building skills
  • Monitoring and analyzing performance effectiveness of digital projects and determining possibilities of the resources effective use to achieve targets
  • Evaluate team of 13 workloads to effectively manage resources, delivering team KPIs and SLAs whilst also directly contributing to managing day to day contacts
  • Knowledge and experience of consumer goods regulations and claims processing
  • Computer skills, including use of email and internet

List of Typical Experience For a Consumer Relations Resume

1

Experience For Consumer Relations Manager Resume

  • Ensure consumer contact data is captured accurately and handled effectively and in the best interest of RB and the consumer
  • One to two years related work experience in call center environment
  • Professionally handle angry or frustrated consumers to maintain good business relations; handle controversial matters in a diplomatic way
  • Updating the Consumer Relations Team Leader in a timely manner with regard to potential media coverage, litigation and/or claims for damages
  • Providing feedback to the Consumer Relations Team Leader and other relevant internal stakeholders with regard to current TWE products and promotions
2

Experience For Consumer Relations Representative Resume

  • Creating plan for monthly SOC activities by brands to keep leadership positions in the category
  • Enhancing Petcare consumer relations in line with our global consumer care standard
  • Charging of offline customer transactions
  • Managing staff security clearance
  • Organising office maintenance when necessary
3

Experience For Manager, Consumer Relations Resume

  • Forecast volume of calls, emails, social and chat based on trends, upcoming planned business news and market dynamics
  • Take initiative in researching topics through consultation with internal and external resources
  • Receive and answer inquires from front-line agents, counselors, policyholders, and funeral homes following defined processes and guidelines
  • Appropriately escalate customer requests and issues when necessary according to guidelines
  • Identifies opportunities being expressed by the consumer
  • Provide qualified understanding and analysis of product issues to the business
4

Experience For Consumer Relations Assoc Resume

  • Reebok Customer Service regional & global teams
  • Third-Party Customer Care Vendor
  • Reebok Customer Care Manager
  • Support the team on agents’ research requests
  • Create process to ensure appropriate coverage based on forecast
  • Manage intraday schedule changes
  • During time of need, CR Ops & Insights Analyst needs to be available to jump in and respond to consumers through any available channel: calls, letters, emails, social etc…
5

Experience For Consumer Relations Specialist Resume

  • Respond promptly and professionally to consumer and professional contacts regarding all Church & Dwight consumer products
  • Work with Leadership on resource analysis estimates for new commercial initiatives
  • Accurately use computer system for data entry and response of all contacts
  • Support special departmental projects as needed
  • Research case history and contact service providers or internal Assurant departments for additional information as necessary
6

Experience For Consumer Relations Senior Coordinator Resume

  • Maintain and update multiple computer screens to complete and document requests
  • Assist with communications within the contact center and the company, especially in working with other departments to resolve customer issues. Participate in actions that assist with the call center’s morale
  • Intranet access includes Lion Shop n’ Share, Standard Practices, Procedures and Policies, and Operations information. Access White Pages on the internet for address research. Use the internet for all banners to assist customers and look up area sales. Use Mainframe for product information from Category Management to assist the customer
  • Research and resolve escalated and/or difficult customer issues that cannot be otherwise solved through first call/contact resolution by the Contact Center Representatives. Consistently achieves resolution within established response times for all defined contact types and methods of communication
  • Possesses in-depth knowledge of the policies, promotions, and systems of each of the Retail Business Services retail banners – including a working knowledge of all respective banner websites. Utilizes this knowledge, along with a network of contact personnel within the banners, to provide the aforementioned timely resolution
  • Contributes on a regular basis to associate development through sharing of feedback in team meetings on banner-specific information and with leadership on observations of associate learning and development needs
  • Maintains phone coverage to meet the needs of internal customers through the following actions
  • Assists with maintenance of all contact center systems and databases through proactive advice on information changes and other ideas for improvement
7

Experience For Consumer Relations Customer Service Representative Resume

  • Assists the supervisors and/or manager with special projects as needed. Contributes suggestions for process improvement and assists with implementation, seeking to reduce costs and enhance revenue, and improve team productivity and customer satisfaction
  • In periods of excessive call volume, assists by taking inbound customer calls or handling inbound customer emails
  • Ensure all Vigilance requirements are fully met at all times by the consumer contact centres and/or consumer relations designees
  • Guide consumers through the resident screening dispute process beginning with verifying the caller’s identity then explaining the necessary steps in order to resolve their dispute
  • Fielding inquiries regarding product specifications, performance, application, pricing, and availability as well as providing historical information for all FMIC brands
  • Evaluate and troubleshoot possible product performance issues
  • Facilitate consumer product returns
  • Place orders in SAP for parts and replacement products required to resolve defective product issues
8

Experience For Consumer Relations Supervisor Resume

  • Track orders and shipments, also in SAP, and online through all carriers
  • Guide consumers, when necessary, to resources like Authorized Fender Warranty Service Centers for physical repairs
  • Coordinate with consumers, Fender dealers, authorized Fender service centers and Fender's Factory Repair Department to resolve customer service and product performance issues/disputes involving defective and damaged product
  • Maintain a call issues and resolutions records database and refer consumers to a myriad of non-FMIC resources to assist with their product, aftermarket parts or informational needs
  • Receive and respond to inquiries from consumers and other CMS departments regarding company’s/manufacturers’ rebates to maximize clients’ satisfaction
  • Increasing consumer awareness and regard for our fabulous brands and products at every opportunity
9

Experience For Consumer Relations Assistant Resume

  • Maintain accurate, current system files and records
  • Research and resolve Issues that require special payments
  • Speak in a clear and understandable way as well as write legibly to compose professional correspondence and reports
  • Work efficiently and accurately in an atmosphere of frequent interruption
  • Handles and resolves consumer issues surrounding return or exchange of products purchased directly from Direct to Consumer Sales, Website or retailers, both during and post the 90 night comfort trial period
  • Participates in Social Media Consumer interactions
  • Resolves product return or exchanges within the defined parameters of direct point of sale purchases
  • Handles escalated consumer issues referred by Consumer Care Representatives, complaints received by Corporate Executives, Board of Directors, Better Business Bureau, Attorney General, and our Corporate Legal Department
10

Experience For Consumer Relations Coordinator Resume

  • Assists with escalated consumer issue resolution received through various channels, including phone/email/chat/and social media with accurate, timely and professional responses
  • Investigates each issue by searching existing and former company records, reviews recorded calls, and reaches sound conclusions in the interest of both the end consumer and company
  • Consumer Relations experience
  • Raising PO requests in local system
  • Confers with Transportation, Logistics, and Accounting regularly in order to reach resolutions as needed

List of Typical Skills For a Consumer Relations Resume

1

Skills For Consumer Relations Manager Resume

  • . few years’ experience in consumer relations including call centre and customer service. FMCG experienced is advantageous
  • Protect brand image by effectively managing escalations to mitigate negative brand publicity
  • Including experience of managing a team and developing talent
  • Past experience in leading and managing a customer-facing team
  • Experience resolving and responding to complaints received from regulatory or governmental agencies and senior level executives
  • Experience in a customer service/operational processing environment
  • Love being ‘in touch’ with consumers and close to business priorities
  • Experience supervising a multi-branded consumer team in a direct to consumer organization
  • This job operates in a call center, office setting
2

Skills For Consumer Relations Representative Resume

  • Customer service experience in an office setting and or call center environment is required
  • More than 3 years of working experience
  • Experience of Social Media Platforms, Consumer Response System, capable of using Excel, Word & PowerPoint
  • Experience resolving escalated customer concerns
  • Manage multiple priorities and deliver timely results within a time constrained and challenging environment
  • Experience providing direct support on a business to consumer basis
  • Past experience managing executive or high profile complaints
  • Experience using a consumer service (“CRM”) or sales database system
  • Experience with back office transaction processing
3

Skills For Manager, Consumer Relations Resume

  • Decision of goodwill treatment and handling of possible reimbursement procedure / payments
  • Extensive knowledge and experience in Contact Center technology and software
  • Strong consumer follow-thru and the ability to document and execute resolution actions
  • Manage multiple tasks with different priorities
  • Experience in Consumer Relations
  • Six months of Customer Service or Call Center experience recommended
  • Ice Cream production experience helpful
  • Previous customer service/consumer care experience
  • Four to five years of relevant in house experience
4

Skills For Consumer Relations Assoc Resume

  • Experience in digital and social media space and impact of consumer issues on the business
  • Call center or retail experience
  • Experience with Bluetooth, App, and Wi-Fi connectivity devices
  • Past experience in consumer services, or B2C related industry is required
  • Previous experience in a retail energy industry
5

Skills For Consumer Relations Specialist Resume

  • Experience in utility or call center environment
  • Provide excellent customer service to the sales channel network through professional written and verbal communication and teamwork
  • Experience in CRM/Digital project management
  • Provide a quality customer service experience to our consumers and customers
  • Problem solve in a professional and effective manner
  • Developing and realizing CRM/Digital strategy, identifying problems and developing work plan for achieving targets
6

Skills For Consumer Relations Senior Coordinator Resume

  • Working on developing/adaptation of brands e-content & finding new opportunity areas for developing sales in e-commerce
  • Evaluating, setting and adjusting key performance indicators for continuous business/consumer success
  • Staffing modeling and forecasting
  • Working hand in hand with quality teams, manufacturing sites and making sure this is done in a timely manner
  • Taking care of cases of property damages/personal injury by observing the predefined escalation / notification process
7

Skills For Consumer Relations Customer Service Representative Resume

  • Placing orders on behalf of consumers and recommending suitable wines where required
  • Building together with Media/Digital agencies digital part of yearly brands communication plans and implementing them
  • Working knowledge of Microsoft Office applications (Word, Excel, Project, Power Point)
  • Collaborating across business unit functions to exchange information essential to consumer interactions, protection of the brand and minimize negative exposure
  • Making sure relevant RB processes are observed
  • Managing the external call centre for Pet Nutrition Europe
  • Contact with consumers, assessment and testing regarding product defects and declaration mistakes with Marketing and labs
  • Knowledge of the Fair Credit Reporting Act as it relates to resident screening
  • Coordinate special event scheduling such as meetings, training or department special events
8

Skills For Consumer Relations Supervisor Resume

  • Capable of filling in with all functions within Consumer Relations during Crisis or time of need
  • Creation of Consumer Relations Training materials by working with other departments and continuous update of these
  • Further developing owned assets, including development of CRM (Nestlebaby Club)
  • Extensive use of PC(including Word, Excel, Access, Outlook, SAP and IBM Sales Center), telephone, and other standard office equipment
  • Knowledge in Multi-Channel Customer Service operations, including phone, e-mail and social engagement channels
  • Strategic business planning and process improvement
  • Multi-channel forecasting for consumer service department
  • Broad understanding of Pay-for-performance measures and models
  • Fluent in English Writing and Oral
9

Skills For Consumer Relations Assistant Resume

  • This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines
  • Resolves questions and problems to the customer/agent/counselor/Funeral Home’s satisfaction while remaining within the procedural guidelines
  • Competent with telephone and computer. Technical understanding of ice cream products and quality systems suggested
  • Knowledge of Indirect Auto lending products and regulatory compliance guidelines
  • Conducting root cause analysis on escalated, compliance, and senior level complaints
  • Resilient. adaptable and high learning agility
  • Liaise with internal stakeholders to ensure that approved training materials are available and trained out to team
  • Provide training as needed to agents and call centre staff on NPDs, RB CR data, etc
10

Skills For Consumer Relations Coordinator Resume

  • Deliver monthly reports for countries and also support the Area/Global brand reporting
  • Quickly identify emerging trends and notify the business
  • Manage media publicity according to local policy
  • Ensure healthcare contacts are handled appropriately and escalated according to procedures
  • Prepare actionable reports identifying issue, next steps and personal responsible for resolution

List of Typical Responsibilities For a Consumer Relations Resume

1

Responsibilities For Consumer Relations Manager Resume

  • Maintain effective customer service for all internal and external customers by utilizing excellent, in-depth knowledge of Company products and programs
  • Communicate effectively with consumers via all channels (Including but not limited to: telephone, email, letter, chat, text, social media, etc…)
  • Processing of offline and non-subscribing customer transactions
  • Providing training on new products and initiatives to prepare the team for consumer response
  • Interfacing with the Communications Centers throughout PepsiCo to leverage best practices, knowledge, and analytics/reporting
  • Leading crisis response
  • Sending vouchers and cheques to consumers in a timely manner, making sure that cheques are approved by relevant people
2

Responsibilities For Consumer Relations Representative Resume

  • Requests by phone or emails from the English speaking area for Home & Hygiene products
  • Explanation of product usage / product handling
  • Knowledge of customer loyalty programs and advertising campaigns for consumers
  • Knowledge of agents market (PR, design, advertising, products promotion),
  • Knowledge of related fields (media, market research, trade marketing)
3

Responsibilities For Manager, Consumer Relations Resume

  • Gain a working knowledge of Company systems and processes
  • Attend appropriate training classes to continually work towards self-development to stay current on customer service procedures & practices
  • Respond to incoming emails
  • Recognize and report unusual, sensitive and potentially damaging situations ASAP
  • Handle incoming faxes
  • Responds to questions from various Consumer Care Team members and outside department inquiries
  • Making sure that the complete process of incoming and outgoing mail/parcels of consumer and customers is handled timely and in the required format according to RB guidelines
4

Responsibilities For Consumer Relations Assoc Resume

  • Scanning consumer letters and sending them (incl. all relevant information e.g. product sample received) to Consumer Relations Team (abroad). Sending product samples to factories and R&D centres for investigation
  • Support of the Consumer Relations Team (abroad) to find answers or solutions for customers through networking in the local team
  • Complete handling of all consumer complaints/requests if required
  • Taking care of the interface between Consumer Relations Team and the local mail / post team in UK (Handling of letters and parcels, sending vouchers, sending consumers’ product camples for investigation)
  • Responding to and following up on all consumer queries and complaints in a timely and professional manner, ensuring all consumer records are accurate and up to date
  • Adapting and developing plan of educational program promotion " Start Healthy Stay Healthy" for parents, media, HCPs, Nestle employees, representatives of non-governmental organizations
  • Cooperating with goods and services suppliers involved in the implementation of projects for customers to obtain the highest possible level of goods and services quality
  • Creating project plans, monitoring activities of all units involved in the implementation of projects, ensuring projects implementation according to agreed plans, as well as their productivity and rate, etc
5

Responsibilities For Consumer Relations Specialist Resume

  • Deep expertize in digital
  • Knowledge of special educational projects for customers
  • Fluency in Ukrainian, Russian and English
  • Gather all information so issues can be addressed properly to provide first call resolution
  • Input letters from consumers and file them
6

Responsibilities For Consumer Relations Senior Coordinator Resume

  • Return calls from voicemail
  • Stuff envelopes and meter mail
  • Learn about necessary resources and tools are available for quality customer service delivery
  • Is product and systems knowledgeable
  • Takes and manages / troubleshoot consumer calls
  • Understands connectivity and non-connectivity consumer products designed for the home environment (Bluetooth, App, and Wi-Fi connectivity controlled)
  • Accurately logs in all calls into Oracle® Based system
  • Properly escalates consumer calls as needed
  • Follow up with consumers as needed
7

Responsibilities For Consumer Relations Customer Service Representative Resume

  • Manages personal Identifiable Information properly
  • Meets key process indicators set by the department
  • Lead a quality first team monitoring programme to ensure high quality outputs and utilise expertise to identify, implement and share best practice ways of working across the team
  • Develop and deliver best practice training and coaching programmes for individual and group skills and capability building that enhances our customer service experience
  • Work with peers to develop future ways of working to drive consumer engagement, efficiency and added value
  • Play an active role in supporting customer service growth across our European markets
  • Update all SOP’s following the global guidelines which can be found on our global CR portal, with implementation of AE SOP, All SOP’s need to be delivered to CPM with process and guidelines how we want CPM to deliver
  • Cross training of other staff in the Operations Department as required
  • The business language in RB is English, therefore fluency in English is essential
8

Responsibilities For Consumer Relations Supervisor Resume

  • A quiet workspace, ergonomic chair, and desk
  • High-speed Internet service (20 megabits) from a reliable provider
  • Excellent analytical skills to deliver into the comprehensive consumer data collected through the communication center to thoroughly understand consumer concerns
  • Consumer advocate with a passion for service
  • Experience in managing consumer /customer complaints, ability to connect with consumers to provide a valued service and manage escalating issues to ensure effective resolution
  • Strong communicator in the English language for both formal written communications, verbally on the phone and in person and via social media channels. Able to adapt style and tone to fit situation (consumers and internal/ external key stakeholders)
  • Excellent communication (verbal, written) skills with ability to work with internal stakeholders and consumers
  • Good analytical and data entry skills
9

Responsibilities For Consumer Relations Assistant Resume

  • Strong interpersonal and ability to work independently as well as in a team
  • Identify trends and analyse information
  • High self-motivation and pro-activity with the desire and drive to succeed
  • Creative and positive attitude with ability to overcome obstacles
  • Enthusiasm and desire to make a difference
  • Solve problems and implement solutions
  • Accurately records consumer feedback in department’s consumer relations software database
10

Responsibilities For Consumer Relations Coordinator Resume

  • Developing talent on the broader CR team as it ties back to role expectations within our Corporate Affairs capability framework and Mars leadership competencies
  • Experience in consumer relations
  • Sends out envelopes or coolers as needed for foreign object returns
  • Assists FSQA in follow up with plants on investigation reports for high risk complaints
  • Governance over Consumer Relations for the countries within the region
  • Ensure all contacts are handled quickly, efficiently and to the consumer’s satisfaction

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