Customer Support Executive Resume Sample
Jacques Sanford
623 Torrance Course,
New York,
NY
+1 (555) 446 3141
Work Experience
Customer Support Executive
05/2017
-
PRESENT
Chicago, IL
- Offer expert advice on Thomson Reuters applications over phone and e-mail
- Good understanding of communication protocols including TCP/IP
- Networking architectures i.e. Ethernet
- Mainstream operating systems, including: Windows XP/Win7,8,10
- Data communication and digital switching including LAN/WAN systems
- A “can do” attitude, loads of energy and initiative with a strong work ethic
- Strong problem solving skills, decision-making skills and organisational skills
- Customer service orientated with a strong customer focus
- An understanding of the financial markets is highly desirable
Customer Support Executive, Technical
02/2014
-
11/2016
Dallas, TX
- Fluency in English and Korean is essential
- Customer Support Executive Financial and Risk Customer Operations
- Key technical customer support role
- Support the Financial & Risk division - sell-side, buy-side and FX customers - Excellent culture and career opportunity
- Pyrmont, Sydney location
- Good understanding of communication protocols including TCP/IP - Networking architectures i.e. Ethernet
- Mainstream operating systems, including: Windows XP/Win7,8,10 - Data communication and digital switching including LAN/WAN systems
- Excellent interpersonal and communication skills (verbal and written) - Customer service orientated with a strong customer focus
- Answering the calls within AHT and maintaining Quality
D&A Customer Support Executive
12/2007
-
01/2014
San Francisco, CA
- Following up with field engineers till closure
- Emails responses to Internal and External customers
- Escalation as per matrix for unresolved issues
- Dispatching Service request to Engineer within given TAT
- Graduate with 2-4 years of relevant work experience in Customer Services domain
- Serve as primary contact for inbound customer issues
- Responsible for promptly and accurately addressing customer inquiries using various systems and resources (computer systems, published materials, platforms, and websites)
- Strong problem solving skills with customer focus and effective communication
- Able to communicate through email, chat, and voice in a professional manner using English as the communication language
Education
Western International University
2002 - 2007
Engineer's Degree in Business
Professional Skills
- External: Maintain positive customer relationships as the front-line contact with customers.Ensure the company is represented in a manner consistent with the Thomson Reuters brand
- An outstanding organizational skills with multitasking skills
- Excellent communications skills and English fluency (both oral & writing)
- Strong in writing skills
- Excellent interpersonal skills and ability to build robust customer relationships
- Excellent written communication and keyboard skills with a high level of accuracy
- A high attention to detail with good questioning and problem solving skills
How to write Customer Support Executive Resume
Customer Support Executive role is responsible for languages, english, analytical, training, integration, database, trading, digital, travel, software.
To write great resume for customer support executive job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Customer Support Executive Resume
The section contact information is important in your customer support executive 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 Support Executive Resume
The section work experience is an essential part of your customer support executive 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 support executive 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 support executive position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Customer Support Executive resume experience can include:
- Working closely with outsourcer to understand issues and provide analysis on issues impacting the customer experience
- Ensuring Chromeleon Servers are in good health
- At least 2 – 3 years of experience on installing, supporting HPLC’s and GC’s
- Experience on basic troubleshooting (Windows and network troubleshooting, proprietary API and log collection, software and hardware)
- Collaborate with other local and overseas support teams involving integration between ONESOURCE products to provide exceeded and seamless customer experience
- Hands on experience on performing Data backups & restoration especially with tools like Symantec BackupExec , NT Backup, etc
Education on a Customer Support Executive Resume
Make sure to make education a priority on your customer support executive resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your customer support executive 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 Support Executive Resume
When listing skills on your customer support executive 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 support executive skills:
- Good written and verbal communication skills (English & Bahasa)
- Excellent follow through, attention to detail and able to adhere and work with set deadlines and changing priorities
- Develop skills and expertise about GPE and educate internal stakeholders, becoming a true SME (Subject Matter Expert)
- Use your business level Japanese language skills
- Use your business level Bahasa Indonesia language skills
- Logical and analytical skills
List of Typical Experience For a Customer Support Executive Resume
1
Experience For Customer Support Executive, Technical Resume
- Ace troubleshooter – Apply logical, analytical & technical diagnostic skills to resolve problems in shortest possible time
- Participate in implementation support of enhancements and roll outs. Facilitate the effective usage of the system in the business area and customer points
- Supporting delivery of business projects impacting CS - including being available for testing any web releases
- Opening & Logging of post ensuring all items are dealt with as appropriate
- Recording all interactions and communications and responding to user queries using
- Checking resolution centres for PayPal etc. ensuring customers cases are completed within SLA's
- Ensuring that incidents are dealt with in a timely manner according to our agreed SLAs
2
Experience For Customer Support Executive Data & Applications Resume
- Monitoring consignment stock level and discuss with sales manager and Account Manager on monthly stocking requirement if required
- Guiding Grab's customers (taxi drivers and passengers) in using Grab mobile application
- Understanding of relevant Thomson Reuters’ products and data
- Uploading information to Knowledge Management as required
- Completing Administrative Tasks for the team where appropriate
- Preparing reports for the team
3
Experience For D&A Customer Support Executive Resume
- Raising Purchase Orders for CS related suppliers
- Supporting the complaints executives where required
- Covering Head Office Reception as required
- Providing support to customer request for login issues (reset password/reminder with login details through emails/ User’s level access)
- Training Chromeleon Admins (IT & Non IT)
- Managing enquiries through various channels like inbound call, Fax, CS Email, homepage and COS
- Multitask, including working with the computer system/platforms, while talking to customer on phone
- Provide industry-leading support for Trading, FX, Advisory & Investment Management customers in Korea using Thomson Reuters applications and products
4
Experience For Customer Support Executive Team Leader Resume
- Assist delivery team in quieter periods when necessary, preparing and completing all relevant paperwork and observing the Corporate release procedure
- Resolve technical /product issues and complete requests for customers in Japan using ONESOURCE products using internal resources in a timely manner
- Establish vehicle availability in line with customer requests, up-selling or cross-selling to achieve sale if possible
- Ensure proper documentation for filing of all quotes, purchase order & supporting email if any
- Use Web based ordering systems to manage and process incoming orders and enquiries
- Manage the resolution process for customers relating to technical issues for a particular products
5
Experience For Customer Support Executive Resume
- Arrange demonstration vehicles as required, after qualifying the request thoroughly in order to maximise the sales opportunity
- Provide quotations for vehicles, observing agreed customer terms
- Progress outstanding orders within service level agreements, and provide status updates to customers as required
- Expert understanding of relevant Thomson Reuters’ products and data
- When time permits, assist in other processing teams (specially data management and supplier calls)
- Email & record Purchase Order from ePO including e-Portal POs
6
Experience For Customer Support Executive, Technical Resume
- Manage service enquiries and disputes arising from Grab’s customers
- Euromonitor’s incident tracking system
- Order input into ‘Navision’ including Signage
- Works on problems moderate in scope based on the needs to a specific customer or a more complex set of products
- Identify and escalate problems affecting a number of customers or influencing the timely resolution of one customer’s enquiry. This would include escalations to the Team Manager and other support, sales, technology or resolver groups as appropriate
- Proactively provides solutions to customer queries and problems, applying expertise of products, services and the customer’s account history to maximum customer satisfaction
- Identify and escalate problems affecting a number of customers or influencing the timely resolution of one customer’s enquiry. This would include escalations to the team leader and other support, sales, engineering or resolver groups as appropriate
- Proactively contribute to the TRCS team and the achievement of its goals. Qualifications
- Create ticket in SR Portal for each and every incidence
7
Experience For Customer Support Executive Data & Applications Resume
- Acknowledge the customer with ticket number to customer and provide TAT
- Assigned ticket to respective functions
- Follow-up with internal team to provide resolution to query customer has raised
- Maintain unified database for key accounts assigned to him
- Co-ordinate with customer / transporter for vehicle availability schedule
- Publish Weekly / Monthly MIS report to customer
- Graduate with 2 to 4 years for customer support function
- Respond appropriately to customer phone calls, web cases, chat requests, and emails
- Help drive innovation to achieve business objectives throughout the Support organization
8
Experience For D&A Customer Support Executive Resume
- Respond to customers’ enquiries relating to technical, product functionality and fault calls resolving as many queries as possible on the first interaction
- Identify and escalate problems affecting a number of customers or influencing the timely resolution of one customer’s enquiry. This would include escalations to the Team Manager and other support, sales, engineering or resolver groups as appropriate
- Maintain good relations with end users as well as customer IT dept
- Hands on experience with Installation & Support of Microsoft SQL 2005, 2008 and Oracle 9i \ 10g g Oracle database servers
- Project Planning of Chromeleon enterprise rollout
- Installation, Qualification & Documentation of Chromeleon
- First Level Support for Chromeleon
- Receive enquiries from customers and deal with them in accordance with agreed service level agreements
- Chase and follow-up sales leads until deal secured or customer bought elsewhere, and process orders
9
Experience For Customer Support Executive Team Leader Resume
- Update and improve product knowledge to facilitate high quality discussions with customers and prospects
- Actively seek to increase sales, sell from stock, convert demonstrators into sales, and maximise profit
- Provide customer support in order to gain high levels of customer satisfaction
- Act as point of contact for customers and prospects, ensuring all clients are dealt with courteously and efficiently and that any required actions are implemented
- Maintain all key Customer Services process documents ensuring all agents are familiar with processes
- Maintain any department systems user guides
- Outsourced Customer Service Team - Travel Required to Outsourced Partner on a regular basis (monthly)
10
Experience For Customer Support Executive Resume
- Remedyforce incident management system
- Create and manage users logins on the system
- Receive and manage incidents and queries
- Incident follow-up with the teams
- Provide phone support for Customers with technical issues
- Carry out periodic reviews of users ID’s and inform relevant people in case of problems
List of Typical Skills For a Customer Support Executive Resume
1
Skills For Customer Support Executive, Technical Resume
- Language skills; fluent English and Korean
- Functional Requirement Gathering experience
- Customer Focused with experience of dealing with customer complaints Deadline Driven
- Demonstrable experience working in a fast paced environment and towards SLA’s
- Experience of working within a busy customer service or client management team
- Experience with Thomson Reuters’ products and data
- Work as an effective member of a team and proactively contribute to the achievement of TRCS goals
- Systems knowledge – Microsoft office products, experience of SAP an advantage
2
Skills For Customer Support Executive Data & Applications Resume
- Experiences in financial service or customer service industry
- Understanding of relevant Thomson Reuters’ products and data. Understanding of client needs. Focus on delivering results
- Exciting product, built on exciting technologies, with a ton of opportunities
- Mentoring new recruits and has the desire to share knowledge willingly and proactively with colleagues and customers
- Native Japanese in both writing and speaking, ability to communicate and engage verbally and in writing in English
- Expert understanding of relevant Thomson Reuters’ products and data. Understanding of client needs. Focus on delivering results
- Improve quality of support performance by creating and updating procedures pertaining to different product lines
- Customer support role with on-going training
- Sound understanding of Thomson Reuters’ products and understanding of the markets they serve
3
Skills For D&A Customer Support Executive Resume
- Be willing to develop him-/herself in an expert, SME role
- The ability to learn and become experts in Thomson Reuters’ products and develop a sound understanding of the financial markets they serve
- Willingness to learn and become experts in Thomson Reuters’ products and develop a sound understanding of the financial markets they serve
- Business level English and Japanese Language, both verbally and in writing
- A proactive person who does what they say they are going to do
4
Skills For Customer Support Executive Team Leader Resume
- Adapts quickly to a changing environment
- Log all calls to support in customer management software ensuring that departmental procedures are followed
- Environment where thinking about the future of our products is encouraged and needed
- Internal: works cross-departmentally as necessary
- Business process analytics and diagnosis
- Competent in Excel, Word & PowerPoint
- Identify areas that need improvement
- Learn and develop specialist product knowledge
- Customer Services Executive – Products and Data Support
5
Skills For Customer Support Executive Resume
- Respond to customers’ enquiries relating to information, product functionality and fault calls resolving as many queries as possible on the first interaction
- Manage in full autonomy the technical requests of clients related to the GPE products, but also related to our core services via the Live Chat, email and/or phone
- Support the core services subscriptions regarding questions about the services, onboarding new clients (initial set up, training, consultation)
- Act as an expert for the client, potentially leading to running out workshops externally and demos
- Communicate and report complex technical problems to business partners, escalating when necessary to the 3rd line of support
- Support new releases in the business
- Able to work on 24/7 on shift
- Proficiency in using Microsoft products such as Excel, PowerPoint, Word;Creativity skills, and excellent verbal/written communication skills in both English and Malay languages
- Can thrive under minimal supervision
6
Skills For Customer Support Executive, Technical Resume
- Chevonne Goh, Marketing - “It is always great to have a career that is rewarding in more aspects than one, as not only have I learnt so much from my teammates and leaders, but I have also managed to be part of a positive change in the taxi industry in Malaysia.”
- Have a previous experience in business support
- Access to share save facility
- Not be afraid of technical concepts and systems and be able to translate them in an easily understandable language
- Be client and solutions-oriented
- Be fluent in English; Dutch or French is an asset
- Nivel de ingles Avanzado, dado que la posición tendrá exposición con equipos del exterior
- Estudiante o Próximo a graduarse de carreras de Ciencias Económicas
- No se requiere experiencia previa laboral
7
Skills For Customer Support Executive Data & Applications Resume
- A customer oriented person who is a consistent performer
- The desire to see the issue from the customers perspective and remain calm and composed to resolve the enquiry in a timely manner
- Positive ‘can do’ attitude
- Excel in environment where stretch objectives are continually set
- The desire and ability to expand their knowledge of Information Technology and Thomson Reuters products. Eg Thomson Reuters Product Certification
- Takes responsibility for the quality and timeliness of their work and the team’s deliverables
- Fluent English, Polish and Russian
8
Skills For D&A Customer Support Executive Resume
- Knowledge of Thomson Reuters’ products & services and customer base an advantage
- Business level English and Bahasa Indonesia language requirement
- Driven; focused, goal orientated and self-motivated
- Work well in multidiscipline/cross-functional teams
- Inquisitive, resourceful, pro-active and enthusiastic
9
Skills For Customer Support Executive Team Leader Resume
- Work under pressure, to tight deadlines and multi task
- Troubleshoot and document hardware & application issues
- Proactively perform health checks on customer fleet
- Provides advise and consultation to customers, internal sales reps and product managers on applications, product performance and installation critical topics
- Independent survey of 5000 people published in December 2017 by Allegra Strategies. For further details see www.costa.co.uk/terms
10
Skills For Customer Support Executive Resume
- Competitive salary, with a great package of extra benefits
- Culture: We are an open and informal organization. Our Nielsen Values are to be Open, Connected, Personal and Useful. Our people are our greatest asset, and we look for like-minded, positive, and awesome people to join our team. We like to work hard, play hard, and bring the best of ourselves to our colleagues and our work every day
- Maintain good relationships and community building efforts with Grab’s customers
- Pricing all workshop jobs and management of the VHC process ensuring all KPI’s are met
- Take incoming calls and proactively create new bookings to suite our customer while maintaining the department’s processes and procedures
- Perform administrative tasks involving taxi drivers account, such as involving top-up, changes in information, etc
List of Typical Responsibilities For a Customer Support Executive Resume
1
Responsibilities For Customer Support Executive, Technical Resume
- An inquisitive and analytical mind & troubleshooting skills
- A hunger to acquire (technical) knowledge in topics such as Social Network APIs, Debugging via developer toolbar, network tab, console, etc
- To attend sales inquiries through phone calls or faxes and send quotations to customers within 24 to 48 hours
- To prepare Monthly Business Review (MBR), Quarterly Business Review (QBR) & Yearly Rebates Reports for Key Account customer if required
- E-invoice submission thru e-Portal or email
- Check and reply mails from enquiry.sg & ePO email addresses
- Helping our customers by providing functional support to all Clarabridge customers, business partners and internal team members via Email and Live Chat. This requires being able to think as the customer, and come up with a workaround if no immediate solution is available
- Investigate and troubleshoot technical issues by working closely with the engineering team
2
Responsibilities For Customer Support Executive Data & Applications Resume
- Provide top-notch client communications, responsive follow-through on all issues and actions, and collaborative extensively to resolve all client issues
- Make new friends! As the internal customer advocate to Product Management, Engineering, Sales, Services and Executive Management, it’s your job to ensure that the teams building and selling our product fully understand what our customers want from our product
- Social media savant with a strong knowledge of Facebook, Twitter, Instagram and other social networks
- Customer centric and a proactive mindset
- Understand customer enquiries and fulfil them based on company processes and guidelines
3
Responsibilities For D&A Customer Support Executive Resume
- Analyze customer demands and communicate with team members to enhance the processes
- Handle customers’ orders enquiries in a friendly and professional manner
- Manages the customer relationship through the use of Siebel and Salesforce CRM
- Create job packs and promote and sell service plans and smart/ body repairs
- Provide sickness/holiday cover where required within the team
4
Responsibilities For Customer Support Executive Team Leader Resume
- Processing of all internal work from start to finish including coordinating with the sales and administration teams regarding delivery dates of vehicles. Pricing and gaining authority for rectification work required on used vehicle preparation and meeting required preparation standards for used car warranty audits
- Coordination of the collection and delivery drivers and dealing with collection and delivery customers from start to finish, potentially up to 5 customers per day
- To ensure data quality requirements are met individually and departmentally
- To manage the tyre stock and ensure it is kept up to date and full stock available for the team to sell
- The ability to cover the job of Service Team Manager where required for holidays or sickness
5
Responsibilities For Customer Support Executive Resume
- Support other departments’ campaigns when the needs arise
- Euromonitor’s CRM and Sales Management system
- Understand Partner order systems and requirements
- Monitor and escalate service performance issues to internal functions e g Supply Chain, Sales and Suppliers
- Take ownership of queries to resolution
- Deliver team telephone service levels
6
Responsibilities For Customer Support Executive, Technical Resume
- Provide the second level support for the end user community and improve the service levels to external clients. Liaise with the Calogi Helpdesk to identify and correct service shortfalls
- Create and execute test plans ensuring that the Calogi environment is set up correctly to carry out the test case execution. Determine the testing mandate, define the scope and capture test results
- Ensure quality of testing and Identify continuous improvements in the testing process. Recommend improvements to the management
- Manage the User Acceptance Tests from the implementation through to completion, track monitor and report as necessary
- Identify format for downloads from EGIT to assist in problem solving and system recovery procedures and request from EGIT. Ensure that there is no revenue loss to Calogi or external customers
- Support the Calogi promote process by monitoring customer activity and complaints during the period and after the rollout. Identify major issues, detect training deficiencies at particular sites and provide input to management for product enhancements
7
Responsibilities For Customer Support Executive Data & Applications Resume
- Support the Calogi Call Centre and resolve all Calogi issues, in accordance with agreed Service Level Agreements
- Electronic Bill conversion
- Manage Partner enquiries
- E- Commerce Team
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