Customer Support Rep Resume Sample
Keeley Swaniawski
665 Jessy Harbor,
Phoenix,
AZ
+1 (555) 591 6938
Work Experience
Senior Site Specialist On-site Customer Support Rep
07/2015
-
PRESENT
Philadelphia, PA
- Engage with clients and client services teams to gain an understanding of each client’s environment, contract, and goals
- Receptionist/switchboard for WLC, communicating to all visitors in person or telephone professionally, courteously and promptly
- Work includes assisting customers telephonically or non-telephonically with service and support issues
- Diagnose and resolve problems utilizing department tools, resources, business judgment and expertise, resulting in increased customer confidence with LexisNexis products
- Ensure productivity and quality levels are met to meet and exceed customer expectations
- Enter customer orders into the company’s order entry database
- Process and maintain customer purchase orders, external customer purchase order systems, and electronic data interchange (EDI)
- Responds to customer pricing requests per established price list. Interacts with other departments as required (order status, delivery updates, warranty & quality)
- Prepares and submits customer quotations per established price list/catalog
Customer Support Rep
09/2008
-
04/2015
Los Angeles, CA
- Responds to internal and external customer questions
- Compiles and generates various customer/sales reports
- Ensure productivity and quality levels are met in order to meet and exceed customer expectations
- Graduate of any 4 course – preferably Marketing, Management or Business courses
- Provide prompt, accurate answers to internal and external customers through telephone, online and email
- Able to enter all complexity of customer orders into Hach’s order entry system
- Able to assist with requests of all level and complexity; pricing, shipping, product availability, terms and conditions, stock information, SDS sheets, etc
- Assists CSR I & II’s in resolving issues
- Assist in the development, Implementation, and monitoring of team KPI’s to meet core company objectives
Technical Customer Support Rep-direct Hire
06/2005
-
04/2008
Chicago, IL
- Identify and manage customer escalations and utilize cross-functional relationships to negotiate ‘win-win’ solutions
- Possess the ability and the daily discipline necessary to focus on key functions and activitie
- Coordinates orders and shipments between manufacturing and customer
- Interfaces directly with credit and collections, sales, shipping, purchasing, and other necessary departments and associates to ensure effective and timely service to customer
- Tracks and reports to customer and sales staff delivery date, any anticipated delays, conflicting terms and conditions of customer's purchase orders
- Handle all technical customers’ requests and perform root cause analysis thereby being able to suggest the best resolution to the customer for known level 1 type of issues or provide initial triage information to Level 3 Support for escalation
- Maintain their work load and meet the required SLA’s within the FSM Vertical
Education
University of Connecticut School of Business
2000 - 2004
School's Degree in Management
Professional Skills
- Excellent interpersonal skills commanding both strong verbal and written communication skills
- Excellent written and verbal communication skills, including the ability to work effectively and professionally with the most demanding customer
- Strong attention to detail with excellent written, active listening and verbal communication skills
- Strong computer skills including Word and Outlook
- Identify and utilize resources and display strong ownership skills
- Excellent organizational skills and able to work in a cross-functional, fast-paced team
- Strong phone handling skills and active listening
How to write Customer Support Rep Resume
Customer Support Rep role is responsible for training, compensation, retail, credit, database, security, shipping, trading, payroll, telephony.
To write great resume for customer support rep job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Customer Support Rep Resume
The section contact information is important in your customer support 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 Support Rep Resume
The section work experience is an essential part of your customer support 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 support 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 support rep position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Customer Support Rep resume experience can include:
- Effectively communicating with customers and their suppliers as necessary
- Manage Support Case workload through effective prioritization, troubleshooting and escalation as necessary in order to meet or exceed customer expectations
- Current and valid driver's license with good driving record required
- Confident in dealing effectively with internal and external customers
- Demonstrated work experience in customer-support role and general business process understanding
- Experience and good knowledge of Health Insurance projects
Education on a Customer Support Rep Resume
Make sure to make education a priority on your customer support 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 support 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 Support Rep Resume
When listing skills on your customer support 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 support rep skills:
- Good problem solving and follow through skills
- Solid mathematical skills and/or ability to interpret invoices
- Effectively organize and manage multiple tasks and priorities
- Outstanding cross-functional communication skills, written and oral
- Current and valid driver’s license with good driving record required
- Demonstrated work experience in customer-interface role and general business process understanding
List of Typical Experience For a Customer Support Rep Resume
1
Experience For Customer Support Rep-affinity Resume
- Support the SBF mission to encourage reading and promote lifelong learning, and demonstrate our values of caring and respect for all people
- One to three years’ experience in technical support or customer service with an emphasis on networking, database and or desktop support is desired
- +1 years working experience in order fulfillment, customer service or logistic
- Strong ability to work without direct supervision
- Continually develop expertise in our product, merchandising, and services in order to offer each customer the best guidance on conducting improving book fairs
- Receive incoming phone calls and emails and process the requests with a focus on delivering high quality customer support for our products and services
- Knowledge of billing, account set up, inventory procedures and testing
- Work with client to ensure required legal and Tax Filing Service forms are signed and filed with appropriate taxing authority
- Be well versed in all SBF Programs and processes to support Book Fairs during various activity time segments (Pre-fair, During the Fair, Post-Fair)
2
Experience For Technical Customer Support Rep-direct Hire Resume
- Responsible for inbound customer support inquiries and following defined processes for managing Support Cases through resolution and follow-up with customer
- Correct errors by preparing and processing returns, credits, debits and re-bills
- Knows how to process insurance claims for secondary payers; as well as processing credit card transactions and posting them to patient accounts
- Maintain contract and customer information; make adjustments to Customer Accounts as requested, including cancellations, billing adjustments, etc
- Utilize ticketing system to document tickets and proper escalation to tier II - call management to adhere to SLAs while providing customer service
- Ensure meeting CPH as per the customer guidelines
3
Experience For Seasonal Customer Support Rep Resume
- Pay attention to smaller details and following set guidelines
- Communicate with suppliers regarding product issues related to order fulfillment
- Input data into dosimetry database of information relating to customer inquiries, contacts, new orders, changes, cancellations, etc., as needed
- Use multiple internal systems during the course of a day to provide quality customer services
- Provide timely feedback to direct management regarding service failures or customer concerns
- Printer/driver troubleshooting & installation
- Knowledge of billing contracts, services, and parts
4
Experience For IT Customer Support Rep Resume
- Knowledge of the functions of Branch Operations, Account Creation and Testing, and all other related departments (to be learned on the job)
- Ensure timely documentation and accuracy of resolution within call tracking databases
- Research missing data and communicate with branches in an effort to correct errors or omissions in a timely manner
- Maintain customer focus when interacting with product management and development teams
- PC literate with a proficiency in Microsoft Office applications including, Word, Excel, and E-Mail
- Detailed knowledge of the GRM’s operating procedures
5
Experience For Customer Support Rep-rsa Resume
- Service call resolution or escalation, includes providing order and delivery status
- Use of selling techniques to drive additional sales
- Ensure training, process and best practice is adhered to
- Ensure information is captured and communicated in accordance with standards and reporting requirements
- Ensure that all queries are categorized appropriately in order that management reporting be accurate
- Performance is measured on a variety of Key Performance Indicators (KPI’s), including First Call Resolve (FCR), SLA, and customer services
- Build and grow revenue while adding value for customers
- Attend and participate in regularly scheduled planning meetings with above to insure timely execution of needed tasks
6
Experience For Inhome Install Customer Support Rep Resume
- Inventory management, on site sales support, and remote support for area team members
- Product Support for Trimble eComm sales through Trimble’s Aria & EMS tool
- Receive and Scan Documents
- Initiative to identify opportunities for improvements
- Desire to work as a part of a supportive global team
7
Experience For Senior Site Specialist On-site Customer Support Rep Resume
- Process international transportation orders and quotes time in transit for services
- Work with customers, suppliers, and various shippers to route, pick-up and/or trace shipments as necessary
- Obtain proofs of delivery and charges from international agents
- Help on-board new clients and manage a portfolio of assigned accounts
- Proficiency in MS Office, Outlook, PowerPoint, various browsers and other desktop applications
8
Experience For Customer Support Rep-hach Resume
- Travel as required to support the client’s needs
- Receive, enter, process and manage ecommerce sales orders
- Assist Account Managers with quotations, follow-ups, etc.
- Investigate and correct sales orders, supplier and delivery discrepancies
- 3 shifts available - 4 day work week 10 hour shift - 3 days off!
9
Experience For After Hours Customer Support Rep Resume
- Configuration & distribution of corporate mobile devices
- Microsoft Exchange Server support & administration
- Internet Explorer and various browser(s) support
- Installation/configuration of various Adobe products
- Account migrations (within & cross-domain)
- Credit/debit adjustments on customer accounts
- Meet with supervisor on a weekly basis to receive individual performance feedback and gather and exchange information on customer correspondence
10
Experience For Site Specialist On-site Customer Support Rep Resume
- Knowledge of Center Legacy Systems (to be learned on the job)
- Provide quotations to internal and external customers
- Manage Trace parts and consumables order inquiries via all modes of communication
- Support the ecommerce program with administrative support
- Enter new orders in the system and communication to other departments
- Provide the day-to-day support for an identified group of Ultimate Software clients
List of Typical Skills For a Customer Support Rep Resume
1
Skills For Customer Support Rep-affinity Resume
- Exceptional cross-functional collaboration skills
- Initiative to learn, apply and grow new skills
- Good skill on communication & coordination
- Able to effectively interact with persons at all levels of the organization
- Engaged in daily work and takes initiative to practice and apply new skills to continuously improve performance. Leverages strengths of other associates
2
Skills For Technical Customer Support Rep-direct Hire Resume
- Foreign language skills would be beneficial but not essential
- The ability to effectively interact with customers
- Following security processes to validate customer contacts and manage ongoing communications
- Has experience in processing electronic insurance claims, along with generating and analyzing claim report
- Adapt to a fast-paced contact center environment, with strong emphasis on multi-tasking while actively listening to customers
- Experience working with suppliers in a manufacturing environment
- Generous employee benefits, including strong 401K and employee discount programs
3
Skills For Seasonal Customer Support Rep Resume
- Experience in a fast pace demanding customer service environment
- Experience in a manufacturing Customer Service environment
- Attention to details, self-motivated, with ownership of assigned responsibility and good working attitude
- Experience in merchandising, retail or territory sales, event management and customer service
- Experience in architecture, engineering, construction or related fields
- Proven track record of over-achieving quota
- Previous domestic and international shipping and inventory experience
- BS in Computer Science, Engineering or equivalent experience in software support
- Experience working with B2B Channel partners such as DMR’s, Distributors, Resellers
4
Skills For IT Customer Support Rep Resume
- Through employing exception quality service and effective communications with our customers and internal business partners
- U.S. multi-state and local payroll tax filing experience
- Experience in an inbound customer support call center
- Experienced in order fulfillment and logistic jobs
- Language: Good in English
5
Skills For Customer Support Rep-rsa Resume
- Quickly assess new situations, prioritize critical tasks, and develop objectives towards resolution
- Execute a vision, manage multiple priorities, and achieve results
- Good knowledge of the Bank’s Operation and Accounting policies and procedures
- Experience at working independently and within a team collaboration environment
- Technical sales support and/or industry experience desirable
- One to two years’ experience in customer service
- Solid knowledge of computer systems and software applications
6
Skills For Inhome Install Customer Support Rep Resume
- Able to multi-task, detail-oriented and able to prioritize workload efficiently
- 3~5 years’ experience in the assistant role in sales support or logistic operation, or customer service
- AP experience for order entry, delivery and shipments
- Develop strong relationships with end user communities, customers and IT stakeholders
- Proactively and regularly assesses, clarifies, and validates customer needs
- Operate as the lead point of contact for any and all matters specific to customers
- Build and maintain strong, customer relationships
7
Skills For Senior Site Specialist On-site Customer Support Rep Resume
- Previous telephone work experience
- Data Entry experience
- Maintain the customer support relationship through effective communication for the lifecycle of any Support Case that cannot be resolved on the first call
- Employ exceptional quality service and effective communications with our clients and internal business partners
- Resolving problems and maintaining an ongoing professional relationship with the customer and vendors
- Ordering of items for department including but not exclusive to Radios, RX IT on-site equipment, Contractor Passes, Gangway/flutter tape etc
- Troubleshooting and supporting customer portal access and usage queries
8
Skills For Customer Support Rep-hach Resume
- Incoming sales call response, including parts lookup and order entry
- Switching between support modalities (phone, web mail, and chat) as volume, demand, or staffing needs require as determined by leadership staff
- Working directly with customers to resolve disputes and issues associated with Customer POs and LG Order processing
- Messaging Technologies (MAPI, POS3/SMTP, HTTP)
- Logging customer support requests via email and telephone
- Communicating with customers directly, via support cases, email and telephone to resolve customer portal queries
- Coordinating with other teams, within RSA, to route and solve broader customer requests
- Maintaining quality standards established by UPS Supply Chain Solutions, our customers and vendors
9
Skills For After Hours Customer Support Rep Resume
- Monitoring of alerts and communicications
- Typing speed 30-40 WPM with 95% Accuracy
- Solving customer support cases for portal queries
- Troubleshooting Cisco VPN clients
- Remediating Symantec Endpoint Protection
- Facilitating Citrix connectivity
10
Skills For Site Specialist On-site Customer Support Rep Resume
- Ensure the timely and accurate responses to all incoming phone and email inquiries and requests, including billing and crediting issues
- Participate in providing orientation and continuing education to new and existing team members
- In-depth and onsite sales training in our contact center with dedicated Training Leader
- Individual coaching and training to maximize your growth and potential
- Industry leading parts sales and technical training
List of Typical Responsibilities For a Customer Support Rep Resume
1
Responsibilities For Customer Support Rep-affinity Resume
- Adhere to incident tracking/classifying and service level enforcement processes
- Keep IOSH training up to date
- Perform E-invoicing (EIPP)
- Very confident with volumes of inbound email (Outlook) and personal case work
- Proficient with Windows 7/10 and MS Office Suites (10/13/16)
- Develop and maintain expert knowledge of the assigned Trimble GC software products and services, including known limitations and workarounds, which can be effectively utilized to resolve reported problems
- Provide technical support for networks, operating systems, third-party products, and other computer related peripherals within the scope of the assigned Trimble GC software products and solutions
2
Responsibilities For Technical Customer Support Rep-direct Hire Resume
- Consult with the customer to ensure that solutions are acceptable and resolve the reported problem
- Actively participate in company and department meetings
- Follows up on quotes to pursue business and determine status
- Follows up with customers to resolve credit and accounts receivable issues
- Forecasts monthly and annual budgets and monitors customer demand performance to projected revenue and margin goals
- Facilitates the achievement of monthly revenue target goals and serves as a liaison between customers desires and plant goals
- Provide the day to day support for an identified group of Ultimate Software customers
3
Responsibilities For Seasonal Customer Support Rep Resume
- Research and respond to client inquiries via Salesforce through resolution
- Ensure customer profile data is properly maintained, including educating client on required jurisdictional data to avoid discrepancies that result in late payments and/or failure to file returns accurately
- Works with customer to ensure required legal and Tax Filing Service forms are signed and filed with appropriate taxing authority
- Works with the appropriate team members to address and facilitate timely resolution to tax related issues
- Provide support to address reconciliation discrepancies in preparation of quarter-end and year-end filings
- Maintain the Ultimate Software support methodology and best practices
- Proficiency with Microsoft Office applications such as Word, and Excel
4
Responsibilities For IT Customer Support Rep Resume
- Customer orientation and the ability to adapt/respond to different types of customers
- Open all mail from the branches and faxes; keep logs of all information received
- Verify, research and review customer contracts for accuracy, completeness and ensure all pertinent information has been completed accurately
- Add all contracts on customers accounts that have not been completed by branches including setting up billing, PAP’s, billing cycles, statement cycles, warranty information, cancellation of contracts, and ensure account is properly put on line
- Verify customer credit has been checked and approved in Credit Access
- Complete information in DPMS for commission approval
- Provide support to all branches on an as-needed basis
5
Responsibilities For Customer Support Rep-rsa Resume
- Retrieve customer account records for Customer Support functions; run daily reports on cancelled accounts; fill out form letters to mail to customers regarding final billing
- Process customer letters and faxes for change requests; enter data changes; enter alarm permits number information
- Research,respond, and resolve client inquiries via Salesforce
- Ensure client profile data is properly maintained
- Educate client on required jurisdictional data to avoid discrepancies that result in late payments and/or failure to file returns accurately
6
Responsibilities For Inhome Install Customer Support Rep Resume
- Works with appropriate team members to address and facilitate timely resolution to tax related issues
- Maintain Ultimate Software support methodology and best practices
- Represent the face of Scholastic in all interactions with schools personnel, parents and students
- Proficiency with MS Office software. (Word, Excel and Outlook)
- Learn new transaction processes quickly
- Provide information to customers in a clear, concise, courteous, polite and professional manner
- Proficient in the use of computers and applications
- Relational database architecture and concepts (SQL Server)
7
Responsibilities For Senior Site Specialist On-site Customer Support Rep Resume
- Work independently and maintain accuracy
- Track and help facilitate problem resolution for all customer requests
- Of all calls answered within 120 seconds
- Close 80% of cases within 2 hours of creation
- Close 95% of cases within 48 hours of creation
- Manage a large number of Support Request, Voicemails, emails
- Administer the stand plan process for all shows
- Citrix/Terminal Services/Remote Desktop
8
Responsibilities For Customer Support Rep-hach Resume
- Dameware remote connection/utilization
- Altiris Deployment server utilization
- Cisco WebEx service support
- End user incident/request escalations
- Multi-team interaction and/or technical round-table participation
- Review and addition of new accounts
- Perform all tasks to specified standards and metrics on a consistent basis
- Challenge variations in process across shows and suggest improvements to gain efficiencies
9
Responsibilities For After Hours Customer Support Rep Resume
- Ad hoc analysis of e-mail traffic to identify trends or patterns that can be used to implement change
- CTG is an Equal Employment Opportunity employer. CTG is an E-Verify Company
- Proficient in order entry software. Knowledge of principles, concepts, theories and practices of field
- Collaborate with Fair Consultant and BFFR (if applicable) to develop and introduce revenue driving service tasks for upcoming book fairs and execute tasks on time within shared territory to assigned Book Fairs
- Participate in trouble-shooting and testing of ALEKS; actively contribute to its continuous improvement by providing ideas to Product Development based on customer feedback
- Ensures timely identification of the risk associated with all accounts assigned to the unit, enabling prompt action to minimize loss and secure the Bank’s position
- Accurately process and track all ROO’s on active and charge off accounts
- Attendance Records for Ops Department
10
Responsibilities For Site Specialist On-site Customer Support Rep Resume
- Documentation (records) management
- Bi-lingual fluent in Spanish
- Is comfortable with a job that requires very heavy phone work and can stay centered and focused in a high volume environment (over 100 calls per day!)
- Is articulate and has a professional phone voice
- Is a self-starter and can represent THS and the Customer Service team with excellence
- Reviews and is responsible for accurate customer order placement and contract review
- Communicates with regular and prospective customers to solicit orders or talk with them regarding other customer service related concerns. This could be by telephone, written correspondence, or visitation (to or from)
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