FIRST NAME LAST NAME
CITY YOU LIVE,STATE
Summary
Communicative customer service professional, motivated to maintain customer satisfaction. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
9
9
years of professional experience
Work History
Lead Customer Service Representative
(YOUR JOB CHOICE)
12.2020 - Current
- Ensured compliance with applicable laws, regulations and organizational policies.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Used approved scripts to de-escalate angry customers during telephone interactions.
Technical Support Representative
(YOUR JOB CHOICE)
11.2018 - 12.2020
- Assisted customer in understanding products, components and systems using technical demonstration.
- Answered user inquiries to resolve computer software or hardware operation problems.
- Assisted customers with installation of new hardware and software applications.
- Increased technical knowledge by reading trade publications, operating manuals and diagnostics information.
Direct Support Professional
(YOUR JOB CHOICE)
05.2016 - 11.2018
- Monitored calls for quality assurance purposes.
- Leveraged database management system to track and report service hours, details of activities and progress on goals.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Maintained strong call control and quickly worked through scripts to address problems.
Education
SCHOOL NAME AND YEAR
Skills
- Customer service
- Regulatory compliance
- Conflict resolution
- Technical support
- Database management
- Call monitoring
- Effective communication
- Team leadership
- Problem solving
- Attention to detail
- Customer relationship management (CRM)
- Call documentation
- Issue and complaint resolution
- Active listening
- Process improvement
- Problem-solving skills
Timeline
Lead Customer Service Representative
(YOUR JOB CHOICE)
12.2020 - Current
Technical Support Representative
(YOUR JOB CHOICE)
11.2018 - 12.2020
Direct Support Professional
(YOUR JOB CHOICE)
05.2016 - 11.2018
SCHOOL NAME AND YEAR