Customer Care Rep Resume Sample
Anabel Klocko
198 Koepp Park,
Los Angeles,
CA
+1 (555) 292 3771
Work Experience
Senior Customer Care Rep
01/2016
-
PRESENT
San Francisco, CA
- Proficient in all basic customer service functions
- Receives and places follow-up telephone calls / e-mails to answer customer questions
- Maintains confidentiality of customer’s non public information
- Review customer order deadline and deliveries to provide customer updates with current ETA’s
- Excellent customer service skills including clear articulation
- Follow automated scripts and navigates within the system
- Good computer and key boarding skills, including Windows, database navigation, Word, Excel
- Prioritize, multi-task and handle various Customer Care client programs
Customer Care Rep
02/2010
-
08/2015
Phoenix, AZ
- Experience in a call center environment, with emphasis on Inbound/Outbound call handling, data entry or fulfillment
- Responds to inquiries from policyholders, providers and/or others for information and assistance
- Contributes to the development and implementation of specific processes and procedures
- Can identify and resolve the most complex customer problems, issues or concerns
- Willingly shares knowledge and is able to convey that knowledge in a way that others can understand
- Displays courage by suggesting new and unique ideas
- Proactively identifies training or process needs and seeks way to close that gap
- Demonstrates flexible thinking and acting
Dealer Services Customer Care Rep
05/2006
-
08/2009
Philadelphia, PA
- Follows up to verify client satisfaction and to keep customers informed
- Assists associates in CCR I/II roles in resolving complex customer problems, issues, or concerns
- Takes personal ownership in contributing to company's success
- Holds self and others accountable for meeting or exceeding results
- OAnswer inbound and make outbound calls from the Customer Care department and respond to customer requests within established timelines in order to maintain service level expectations and deliver quality service to customers
- OResponsible for assuring all regulatory requirements are met concerning customer interaction by explaining policies and procedures courteously and patiently
- OMaintains confidentiality of customer’s non public information
- OProvides information and knowledgeable assistance regarding mortgage loans by retrieved loan information and provide customers their information quickly and efficiently
Education
Oakwood University
2000 - 2005
Engineer's Degree in Communication
Professional Skills
- Demonstrates good listening skills, strong customer service skills
- Excellent communication skills, verbal as well as listening skills
- Strong professional with excellent communication, writing and negotiation skills for interfacing with customers, staff and outside sales
- Excellent selling skills to be able to sell client products to new customers. To be able to manage Objection Handling
- Utilizes excellent customer service skills
- Typing Skills: 25-45 Words Per Minute
- Employs active listening skills and questioning techniques to convey interest and involvement
How to write Customer Care Rep Resume
Customer Care Rep role is responsible for customer, computer, telephone, word, database, training, excel, english, microsoft, listening.
To write great resume for customer care rep job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Customer Care Rep Resume
The section contact information is important in your customer care rep 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 Customer Care Rep Resume
The section work experience is an essential part of your customer care rep 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 customer care rep responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular customer care rep position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Customer Care Rep resume experience can include:
- Good Computer and typing skills in Outlook, Excel, Word and electronic filing of reports utilizing both laptops, I pads and desk top
- Proficient PC skills. Knowledge and experience using the Microsoft Office Suite of programs including Word, Excel, and Access
- Take ownership of each customer’s service experience by immediately owning and effectively resolving all customer service issues
- Use effective conflict resolutions skills with construction sub-contractors
- Enhance and develop quality support methods and communication skills through coaching, feedback, and other development
- Computer skills in using Outlook, and Word
Education on a Customer Care Rep Resume
Make sure to make education a priority on your customer care rep resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your customer care rep 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 Customer Care Rep Resume
When listing skills on your customer care rep 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 customer care rep skills:
- Effective written and verbal communication, interpersonal and organizational skills
- Read, write and speak English with strong verbal and written skills
- Extensive PC skills in areas of word processing, spreadsheet and database
- Multi-task and work effectively in a high volume, fast paced environment while maintaining accuracy
- Proven experience with SAP CRM systems
- Professional communication skills (both verbal and written)
List of Typical Experience For a Customer Care Rep Resume
1
Experience For Customer Care Rep / CPO Commerce Resume
- Educate customers on benefits of EarthLink’s products and services and effectively cross/up sell services
- Previous experience working for a trade contractor in the fields of painting, drywall, finish carpentry or other finish related trades
- Extensive experience in conducting adds, change deletes of orders/services
- Movement of engineers across territory boundaries is necessary to fill any skill or resource shortfall
- Experience in an automated customer service environment
2
Experience For Senior Customer Care Rep Resume
- Understanding ATM network [Critical, Corporate, Mall, high dispensing, low dispensing etc.]
- Understanding of basic customer location/geography area knowledge
- O Responsible for assuring all regulatory requirements are met concerning customer interaction by explaining policies and procedures courteously and patiently
- OBuilds customer relationships by actively listening and resolving complaints quickly, efficiently and accurately
- Respond to customer requests regarding EarthLink’s products and services, process/procedures, billing, and repair requests
- Document all calls in ticketing and tracking systems
- Customer Service Incoming and outgoing Calls
- Respond to customer requests regarding Windstream’s products and services, process/procedures, billing, and repair requests
- Respond to customer requests regarding products and services, process/procedures, billing, and repair requests
3
Experience For Dealer Services Customer Care Rep Resume
- Professionally communicate design professionals regarding system issues on homes such as HVAC, plumbing and electrical systems issues
- Recognize sales and referral opportunities by reviewing customer portfolio to identify options to enhance customer relationships
- Applies diagnostic and troubleshooting scripts, protocols and related systems
- Develops and applies knowledge of: - Call center procedures and troubleshooting protocols- A small number of product domains or customer specialties
- Review messages, emails or audit relating to order discrepancies as required
- Performs research and analysis, advocating on behalf of customers through whole case methods
- Ensure the vendor are being managed & provided with required information
- Responds to customer telephone inquiries, including orders, service requests, program guidelines and complaints
- Navigates within the customer care scripting software and documents and follows the flow of the call appropriately
4
Experience For Inbound Customer Care Rep Resume
- Responds to inbound phone calls, emails or faxes from National Accounts requesting service, information and other assistance
- Assists Branch, Region, Division or other Orkin Department personnel with resolving issues that impact the satisfaction of customers
- Provide world class customer service by managing the rental (and occasionally return) process, in compliance with Hertz’s policies and procedures
- Focus on providing a clean and safe vehicle, to every customer, every time
- Thoroughly enjoy Going for the WOW! Desire to Surprise and Delight
- Utilize company approved sales and service techniques when determining customer wants and needs
5
Experience For Fmfn Customer Care Rep Resume
- Respond and make contact to service claims via the Regional Operating Center or the division within 48 hours of receipt
- Evaluate trade partner and product performance. Provide ongoing information to Customer Care Manager as it relates to quality of workmanship and materials
- Continuous Product Training on Various Product Lines
- Evaluate subcontractor and product performance and provide ongoing information to Manager as it relates to quality of workmanship and materials
- Provide world class customer service by managing the rental (and occasionally return) process, in compliance with Dollar Thrifty's policies and procedures
- Provide problem resolution for NCR products and services, allocates engineer appointment times for jobs requiring multiple resources on-site
- Work directly with the customer to understand the problem, escalate issue to the next level following the documented Remote Incident Management Process
6
Experience For Customer Care Rep, HOC Resume
- Perform Level I technical troubleshooting with end-users of PCs
- Welcome each customer with a smile and personal greeting
- Provide world class customer service by managing the rental and return process, in compliance with Hertz’s policies and procedures
- Build brand loyalty. Thoroughly enjoy Going for the WOW! Desire to Surprise and Delight
- Employ professionalism, patience and self-control in handling upset customers
7
Experience For Customer Care Rep-fleetmatics Resume
- Knowledge of pricing and how to enter orders accurately across multiple lines of business
- PC/Keyboard proficiency; Understanding of Windows-based applications/tools
- OProvides written and verbal responses to customer inquiries as needed
- OAnswer inbound and make outbound collection calls on delinquent accounts up to 30 days
- O Answer inbound and make outbound calls from the Customer Care department and respond to customer requests within established time lines in order to maintain service level expectations and deliver quality service to customers
- O Customer service and collection experience in a mortgage environment
- O Maintains confidentiality of customer’s non public information
8
Experience For E-commerce Customer Care Rep-eccr Resume
- O Provides information and knowledgeable assistance regarding mortgage loans by retrieved loan information and provide customers their information quickly and efficiently
- O Builds customer relationships by actively listening and resolving complaints quickly, efficiently and accurately
- O Provides written and verbal responses to customer inquiries as needed
- O Answer inbound and make outbound collection calls on delinquent accounts up to 30 days
- Answer inbound and outbound collection calls on delinquent accounts up to 45 days
- Handle escalated calls, tasks and inquiries for other agents and borrowers
9
Experience For Customer Care Rep-mon-fri a-p Resume
- Previous experience in an automated customer service environment; or any combination of education and experience, which would provide an equivalent background
- AbilitytoworkIndependently:o Plandayandweekwithlittletonosupervision;o Keepopencasesorganizedanduptodate;o Abilitytomakeandreceive100phonecallsperday;o Abilitytoprioritisetasksandworkunderpressureofmeetingthedeadlines;o Identifyandrecommendopportunitiestoimproveprocesses
- CustomerandDetailFocused:o Workhardtoensurehighcustomersatisfaction;o Recognizescustomerneeds;o Willingnesstoacceptandaddresscustomerissues;o Excellentattentiontodetails
- Experience:o PreviousCustomersupport/serviceexperience,preferablyinacallcentre,isagreatadvantage;o TechnicalITbackground/knowledgeisagreatadvantage;o Knowledgeofvehicletracking/telematicsisanadvantage;o Knowledgeofmobilecommunicationsisanadvantage;o ExcellentknowledgeofMSOfficeproducts(experiencewithSalesforceisanadvantage)
- At least 6 months of call center experience
- Tolerance&Flexibility:o Acceptsituationsasnewopportunities,notproblems;o Acceptandthriveinfastchangingandstressfulenvironment
- Contact the appropriate Rockwell Automation personnel as required for assistance in resolution
- Display integrity and ethics in all interactions with distributors, customers and personnel within Rockwell Automation
- Analyze the root cause of issues, take corrective action and evaluate the impact of the problem on other similar transactions. If appropriate take additional corrective actions and share results with supervisor and team members
10
Experience For E-comm Customer Care Rep Resume
- Coordinates and provides support and training relevant to position for Rockwell Automation personnel as required
- Take responsibility for continuous development and performance
- Possess knowledge of effective telephone customer service techniques and strategies. Ability to read, write and speak English with strong verbal and written skills
- Physical ability to use telephone, computer hardware/software including keyboard, type, sit and stand for extended periods of time, and occasionally lift/carry up to 10 pounds
- Contact all new customers after assignment, preparing them for the registration process
List of Typical Skills For a Customer Care Rep Resume
1
Skills For Customer Care Rep / CPO Commerce Resume
- The ability to communicate effectively both through one to one conversation and e-mail
- Bilingual communication skills helpful, but not necessary
- Monitoring ATM cash balances and dispense pattern for ATMs to prioritize loading and avoid cash outs
- Experience explaining, supporting or teaching technical and complicated concepts over the phone
- Excellent grammar, typing and spelling
- Experienced outbound and inbound calling with or without predictive dialing methods
- Experience using and creating scripts and value based statements
- Past experience working for a utility company
- OMinimum one year related experience and/or training
2
Skills For Senior Customer Care Rep Resume
- Respond to all in-coming calls to the CCC in a positive and effective manner
- One year experience working as a telephone operator, receptionist, or in a professional business environment
- Six months experience in providing customer service via phone or in person
- Customer service experience required, preferably in a call centre/office environment
- Ten (10) years residential customer care or construction field experience
- OCustomer service and collection experience in a mortgage environment
3
Skills For Dealer Services Customer Care Rep Resume
- Able to demonstrate a willingness to learn
- Excellent judgment and professionalism and the ability to communicate with all levels of employees, administration, physicians, nurses and other callers
- Experience in Customer Care & Inside Sales, preferably in premium consumer product or technology company
- Conduct home owner walkthroughs and thoroughly explain and demonstrate the functions and features of the homes
- Proficient in Microsoft Office, Word, and Excel as well as experience with a CRM like Oracle or Salesforce
- Experience in reception and switchboard required
- Experience in a customer relations role
4
Skills For Inbound Customer Care Rep Resume
- Strong knowledge of Excel and MS Word, or equivalent spreadsheet, and word processing applications
- 2 yrs. of customer service or call-center experience
- Customer service experience and administrative tasks
- Possess knowledge of effective telephone customer service techniques and strategies
- Call center experience required
- Scheduling and complete warranty request with sub contractors within 10 working days of receiving the request
- Monitoring/MIS tracking of cash in vault [Cash sorting MIS]
5
Skills For Fmfn Customer Care Rep Resume
- Responding to and initiating contact with JCPenney customers via live chat on jcp.com
- Working with upper management to develop pricing for customer quotations
- Recording any requested information for customer complaints referred by any outside source and managing escalations as defined
- Following up with customer inquiries via telephone, email, and live chat platforms
- Reporting [fills, cash outs, dispense pattern, CIP, indent v/s supply etc.] as per Bank SLA requirements
- Performing predefined start and end of day processes within the CALL MANAGEMENT
- Reading the needs of customers and adjusting behaviors rapidly to maximize service and sales efficiently
- Expedite & service customer order problems & scheduling during manufacturing process through shipping
6
Skills For Customer Care Rep, HOC Resume
- Thorough understanding and adherence to PUC rules/regulations including Chapter 56 and Chapter 14 along with UGI policies/procedures
- Participated in a high energy public facing/interacting team
- Query resolution related to forecasting, indenting, CBRs etc
- Work flexible shifts including days, night, weekends and holidays; and work overtime as required
- Detail oriented, work well under pressure, capable of handling multiple tasks with simultaneous deadlines
- Understands role in the 911 paging system
- Understand and read performance reports: read baselines, troubleshoot dashboard and metering questions
7
Skills For Customer Care Rep-fleetmatics Resume
- Follows clearly defined practices and Standardized Operating Procedures (SOPs)
- Supervise and accompany trade contractors working in customer’s homes
- Understand call metrics and call reporting methods
- Prove-able track record highlighting quantifiable achievements and situations with positive customer outcomes
- Acts as team leader for Service Coordinators managing work flow and process issues
- Handles planning and installation on critical customer accounts or enhanced / premium service accounts
- Exception intimation/reporting/escalation to respective/concerned officials [Internal, CIT, Bank]
8
Skills For E-commerce Customer Care Rep-eccr Resume
- Frames and escalates most issues that are not found in existing resources that support CSC
- Frames, updates and re-uses knowledge and provides input to existing knowledge or frames the problem to be solved
- We are proud to be an Affirmative Action / Equal Opportunity Employer committed to hiring a diverse and inclusive workforce
- Passion for sales (metric driven) and customer service along with attention to detail - Going the extra mile
- Communicates with customers regarding claims/service requests or problems: documents, evaluates and resolves customer’s inquiries
9
Skills For Customer Care Rep-mon-fri a-p Resume
- Communicates with customers and agents regarding service request or problems; documents, evaluates and resolves customer’s inquiries
- · Communicates with customers regarding service request or problems, documents, evaluates and resolves customer’s inquiries
- Offer incentives such as tickets to sporting events, and coordinate any possible CR events
- Assist in renewing the customer when their contract expires
- Accept and process the following: stop payments, funds transfers, disputes for atm/debit cards, research for deposit account issues as needed
- Handle all questions concerning safe deposit box payments and bills as needed
- Be proactive in recognizing issues to be escalated in order to improve process and procedure
10
Skills For E-comm Customer Care Rep Resume
- Proficient research capabilities and proficiency in Brink’s research systems
- Maintains a personable and empathetic tone and manner
- Desire to be at work when scheduled-no call offs
- 11603 Crosswinds Way, Suite 100
- Professionally handle all types of call escalations
- Computer proficiency is essential
- Able to adhere to schedules, multitask and meet deadlines
- Assists departments with administrative and clerical services as needed
- Accurately accesses SCL Health databases to locate patients, doctors and employees
List of Typical Responsibilities For a Customer Care Rep Resume
1
Responsibilities For Customer Care Rep / CPO Commerce Resume
- Verify contract information and addresses for all new customers; later follow up regarding business hours, shifts, contacts, any changes in machinery or processes, and ensure there are no issues or concerns
- Intermediate to advanced computer skills with Microsoft Office, but specifically Microsoft Word and Excel
- Educate customers on benefits of products and services and effectively cross/up sell services
- Educate customers on benefits of Windstream’s products and services and effectively cross/up sell services
- Prioritize multiple tasks and be responsible to follow-up accordingly
- Consistently sell the Bank by providing the highest quality of service in order to retain and recruit new clients
- Reach out to clients to obtain references and referrals
- Maintain a proactive approach to daily calls and questions: address payment questions and disputes; fuel reimbursement requests; contact information changes; billing requests, etc
2
Responsibilities For Senior Customer Care Rep Resume
- Assist with customer payment mailings and performance reports
- Maintaining effective and timely communication with engineers, obtaining regular progress updates for outstanding work orders, and handling all messages that are required to be transmitted to CEs within the territory
- Utilizing information provided by Territory Managers to maintain the current duty roster/CE schedule, record all incidents relating to CE availability, sickness, holidays, and planned work commitments. Regularly inspecting any holiday and absence tools used by the Territory Managers
- Escalating to the team leader and territory manager when available CE resource levels fall below the determined specified limit and reporting daily records regarding CE availability and workload
- Provide parts management/coordination (working with Logistics for SLA’S) as assigned
- Follow Global Call Management tools, process and procedures as documented and posted in GP&S
- Interact with customer, branch operations and other Brink’s partners to find solutions that not only resolve original request, but prevent future inquiries
- Interact with customer, branch operations and other Brink’s partners as and when required to effectively process all requests
3
Responsibilities For Dealer Services Customer Care Rep Resume
- Schedule and supervise trade partners’ repairs in homes after delivery to homeowner
- Four (4) years residential, customer care or construction field
- Schedule inspections with homeowners, assess routine warranty claims and follow through to completion all service requests within seven (7) days
- Three (3) years residential, customer care or construction field required
- Follow up on client complaints and ensure client satisfaction
- Accept and follow up on any issues with retail installment loans, IRA's, CD's
4
Responsibilities For Inbound Customer Care Rep Resume
- Participate in monthly team meetings
- Develop effective telephone skills and satisfactorily handle all telephone inquiries with a focus on discovering needs and selling products to satisfy those needs
- Respond to both internal and external customer inquiries through a variety of mediums such as: telephone, email, chat, etc in a courteous and timely manner as outlined in the department’s established SLA
- Provide 1st level system support for all systems used within customer pharmacies
- Completes minor home repairs; obtains customer’s approval for completed work
- Accept and process sales orders timely, this includes verifying orders for accuracy. Coordinates the distribution of orders to production areas and shipping department
- Source sales order to the appropriate distribution center and/or stocking location by utilizing national inventory and ship to location to minimize freight cost and expedite the order delivery to the customer
- Responsible for preparing the daily shipments for invoicing; verifying orders for accuracy, communication to stocking distributors and service centers copies of packing slips, logging all orders shipped on a shipping log, and batching by sold and stock with cover sheet
5
Responsibilities For Fmfn Customer Care Rep Resume
- Experience with Microsoft Office Products, Word, Excel, PowerPoint and Outlook
- Troubleshoot and resolve online and mobile banking issues
- Knowledge of internal systems such as PIPS, PREPS, Baan, PWINS, Passion and K-Planet
- High attention to detail in a fast pace multi-task environment
- Answer inbound calls and either direct or assist the customer as needed in a courteous and professional manner; ensure calls are routed to the appropriate resource
- Identify customers’ needs, clarify information, research issues/complaints and provide solutions and/or alternatives; respond to customer inquiries providing accurate and complete information
- Establish and maintain positive and productive customer relationships
- Generate outbound calls to customers for satisfaction surveys and to generate expanded sales and service opportunities
6
Responsibilities For Customer Care Rep, HOC Resume
- Maintain up-to-date knowledge of products, services and procedures to deliver accurate information and financial solutions to customers
- Ensure that all actions are in compliance with bank policy and regulatory requirements
- Learns to provide full service to members, providers, group administrators, and brokers by processing health care claims, handling inquiries, and/or performing membership functions
- Performs at least two of the three functions routinely
- Demonstrated ability to listen effectively, use probing skills to obtain relevant information and establish rapport quickly with customers and co-workers; or any combination of education and experience, which would provide an equivalent background
- Navigate on the computer
7
Responsibilities For Customer Care Rep-fleetmatics Resume
- Monitor EJ Operations / Jobs for various customers
- Efficiently route calls from customers and vendors (switchboard function) to the appropriate parties in the company, offering assistance to complete the call rather than transfer
- Receive and respond to escalations from the field
- Follow up as needed on field operations unresolved issues
- Respond to customer inquiries and provide data to customers within a required time frame
- Act as liaison between branches and customers
8
Responsibilities For E-commerce Customer Care Rep-eccr Resume
- Provide level one support and assistance to customers and field technical team
- Escalate to Tier to in the line of business when appropriate
- Ensure highest level of customer service on every call
- Performs daily program related tasks on various client programs and assists Supervisor with program specific functions
- Investigates and analyzes customer problems and develops appropriate solutions to satisfy customer needs
- Completes the appropriate work to initiate various service actions to ensure a quick and satisfactory response to the customer
9
Responsibilities For Customer Care Rep-mon-fri a-p Resume
- Provides information on the products and programs offered by the client
- Identifies and ensures customer comments are updated on each call
- Performs other administrative functions as dictated by Supervisor
- Proactively identifies database and process issues and communicates with the Supervisor to improve overall service
- Navigates in client databases and enters orders and information per business rules
- Follows up with customers via phone and email in a timely manner
10
Responsibilities For E-comm Customer Care Rep Resume
- Enters time accurately and timely and tracks calls as requested
- Adheres to all productivity and customer care statistics (productivity, billable %, call statistics, quality, etc.)
- Enters customer requests into computer system and contacts servicing branch or on-call technician to verbally pass on requests when needed. Emails branch and branch manager of all service requests paged out
- Provides explanation of service to customers upon request
- Performs quality calls to ascertain customer satisfaction
- Makes calls to branches to resolve service dates or other customer issues
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