Advocate, Customer Resume Sample
Merl Ritchie
84083 Purdy Divide,
Philadelphia,
PA
+1 (555) 739 3848
Work Experience
Customer Service Advocate Lead
04/2016
-
PRESENT
New York, NY
- Maintain customer focus at all times by strictly adhering to FMC’s Customer Service Standards, taking ownership of all inquiries and proactively following through to resolution
- Conference in various department SME’s as needed to resolve issues and answer questions
- Collaborating with other analysts and Solution Engineers, as appropriate, develop the Problem Isolation and Solution Creation plans to uncover the root cause and the fix for the problem
- Own the problem resolution process including: identifying and project managing third party suppliers, providing control and follow-up for the resolution activities, and, as appropriate, personally solving the customer’s problem
- Assess the risks, business impact (including financial) and technical resource impact of the solution alternatives
- With the Customer, operationalize/socialize the solution including: presenting and gaining agreement for the recommended Problem Isolation Plan, Solution Creation Plan, and the Solution Implementation Plan
- Provide feedback to the Solution Engineer or update the rediscovery database
- Evaluate performance and provide feedback for the supplier performance, process improvements, and case documentation Review the Knowledge Base and utilize experience to identify trends, anomalies, and patterns, and communicate results
Customer Support Advocate
05/2009
-
12/2015
Chicago, IL
- Use available systems tools to assess data
- Identify patterns, provide feedback, and make suggestions for process, product, system, tool, and organizational improvements. Record information into the system
- Effectively document problems and solutions and verify and make appropriate corrections to the incident record and customer profile
- Write and/or create technical documents as appropriate
- Write customer support plans
- Manage customer change controls
- Deploy and maintain proactive tool sets
- Compile and present monthly reports to assigned accounts
- Write problem post mortums as part of the CLCA process
Customer Resolution Retention Advocate
03/2002
-
11/2008
Philadelphia, PA
- Identify processes, products and services areas of improvements and team with other analysts to improve the process Contribute as a team member
- Participate in special projects to continuously improve processes, tools, systems and organization
- Be aware of Corporate Equal Opportunity/Affirmative Action programs and guidelines and is responsible for providing equal opportunity to all associates in all phases of the business Personal Development
- Participate in planning and implementing personal and career development activities
- Report to Division/Corporate Office/Community daily and adhere to schedule
- Access, input, and retrieve information from a computer and/or electronic device
- Have face to face conversations with customers, co-workers and higher level manager
- Sit or stand for long periods of time and move around work environment as needed
Education
Keiser University - Jacksonville Campus
1997 - 2002
Bachelor's Degree in Information Technology Management
Professional Skills
- Good knowledge and experience of using IP/MPLS Protocols such as BGP, OSPF, ISIS, VRRP, LDP, RSVP-TE, Multicast. Design and implementation Knowledge on L2 & L3 services using – VPLS / MP-BGP
- Capability to front-end to customer, with strong negotiation skills. Respond to and manage customer escalations
- Basic computer skills including typing and 10-key by touch
- Capable of inspiring trust and confidence through effective and professional communication and interpersonal skills, both written and oral
- Superior interpersonal skills and professionalism to communicate by phone, email and in-person with customers and fellow employees
- Demonstrates commitment to problem solving and resolution
- Apply core knowledge skill sets such as Critical Care, OR set-up procedures, event triage, etc
How to write Advocate, Customer Resume
Advocate, Customer role is responsible for research, design, database, languages, customer, troubleshooting, insurance, retail, training, telephony.
To write great resume for advocate, customer job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Advocate, Customer Resume
The section contact information is important in your advocate, customer 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 Advocate, Customer Resume
The section work experience is an essential part of your advocate, customer 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 advocate, customer responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular advocate, customer position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Advocate, Customer resume experience can include:
- Providing an exceptional customer experience through an eye for detail and focus on solutions
- Experience in IP/MPLS planning/ designing/ consulting in premier Operator/ Public sector/Vendor organisations
- Relevant experience in data networking – IP/MPLS
- Strong analytical, problem solving, conflict resolution and mediation abilities
- Assist with daily call volume (service level takes priority)
- Utilize performance analytics to review and measure the quality of the customers experience and associating service
Education on an Advocate, Customer Resume
Make sure to make education a priority on your advocate, customer resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your advocate, customer 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 Advocate, Customer Resume
When listing skills on your advocate, customer 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 advocate, customer skills:
- Strong Internetworking troubleshooting experience. Good analytical skills and ability to debug network issues
- Learning quickly through strong listening skills and critical thinking with an eye for detail
- 4) Experience with User Experience (UX) or Customer Experience (CX) design, specifically in developing personas and customer journey maps
- Selling skills and the ability to make product suggestions to customers
- Use selling and product knowledge skills to make “add on” suggestions to customers
- Demonstrate positive and effective communication with customers, co-workers and managers
List of Typical Experience For an Advocate, Customer Resume
1
Experience For Customer Support Advocate Resume
- Experience in Customer Service
- Keeping organised and dealing with information coming from different sources at once
- Communicating with our customers in a professional yet personal tone to find solutions to their queries
- Communicate in an open, engaging and helpful tone across all channels including email (tickets), chat, phones and social media (Twitter, Facebook)
- Work collaboratively with Learning and Development to develop and refine training materials for Customer Care team
- Build relationships with our customers by addressing questions and resolving issues through channels such as Phone, Chat and Email
2
Experience For Life Insurance Customer Care Advocate Resume
- Understand multiple standard operating procedures and research their processes
- Medical, Dental, Vision, Healthcare Flexible Spending Accounts
- Proactively engage customers to determine if they require supply items for mailing needs
- Develop personalized services through the use of focus groups, educational campaigns, personalized knowledge sharing and individualized service interactions
- Implement contextualization through Customer Journey Mapping, Channel Use Discovery and Analysis, Evaluation of Ease-of-Use, Utility and Efficiency
3
Experience For Customer Resolution Retention Advocate Resume
- Evaluate Service Quality using Stefanini Quality Process data, usability focus, end user portal evolution and content management, and catalog expansion
- Promote ease of interaction through increased user autonomy, promotion of End User Portal, and Customer Service Training
- Evaluate overall CEM efforts with customer feedback analysis, IT team feedback analysis, Project Metrics Improvements, Improved monitoring, and value alignment
- Review performance data to measure productivity or goal achievement and identify areas needing program improvement
- Identify opportunities for enhanced training to support Best Practice initiatives
- Be Zendesk’s ambassador for all internal departments and help them be successful in their roles
- Employee Savings Plan (401k)
- Career Growth: Customer Support Service Reps are encouraged and developed to grow into Team Leaders, Managers and to explore other LabCorp growth opportunities in Lab, Logistics, Accessioning and more
4
Experience For Advocate, Customer Experience Resume
- Contribute to the department’s success by succeeding at departmental and quality metrics
- Shift differential pay, if applicable
- Interact with health plan members through outbound and inbound telephonic contact to review and assess health plan member’s eligibility for services
- Represent Charter Communications in a positive and professional
- Dependable – Come to work on time and prepared for the day; and work with High Integrity
- Provide accurate resolutions to customer inquiries in a professional and courteous manner
5
Experience For Customer Service Advocate Lead Resume
- Ensure customer needs are met on every interaction (phone, email, written correspondence, etc.)
- Meet Quality Assurance Requirements and other key performance metrics
- Advocate on the client’s behalf by building positive relationships and collaborating closely with other TIBCO functional teams, including Professional Services, Technical Support, Product Management, Engineering, Sales, and Renewals to ensure effectively, proactive management of service quality, problem response, and restoration targets
- Handle customer repair, supply, postage and sales inquiries professionally over the phone and digitally
- Obtain the needed information to efficiently create a service request or a case for resolution
- Participate in complicated customer concerns and requests, with other teams and departments as needed, to facilitate and expedite resolutions
6
Experience For Customer Experience Recovery Advocate Resume
- Interact with internal and external departments to resolve issues
- Ensure database accuracy (i.e. the customer account detail reflects the most current information for the service request, case or order created)
- Respond to voicemails, emails and faxes in a timely manner
- Embrace every opportunity to exceed the expectations of both our internal and external customers
- Support other work groups as needed on a daily basis
7
Experience For Customer Success Advocate, Analytics Resume
- Responsible for promptly handling incoming calls and email inquiries for district, dealer and internal customers -- this includes handling a variety of call types based on the needs of the business
- Collaborate with our client to research, innovate, communicate and evaluate
- Work with Stefanini and client teams, including other global CEA’s for this client, to identify the people, process, and technology capabilities required to deliver desired customer experiences in market, and then plan for the implementation of those experiences
- Analyze “voice of the customer (VOC) and behavioral information to understand why customers are satisfied/dissatisfied, along with the attitudes, motivations, etc. to develop deep insights into customer needs and behaviors
- Act as a single point of contact to the customer’s senior EMEA leadership team for all escalations, planned changes, feedback, concerns and development plans
- Tailor communication style and troubleshooting delivery to match knowledge or skill level of customer
8
Experience For Customer Allegiance Advocate Resume
- Written and verbal communication with a consistent, professional, helpful and engaging tone that reflects our brand
- Be based in the customer’s European Headquarters (EHQ) in Hilversum, NL and travel regularly to customer locations across the EMEA region
- Take ownership for actions identified with the customer and drive these through to completion both with own efforts and engaging other members of the Stefanini service delivery team as needed
- Be an advocate for the customer within Stefanini – while also ensuring that the contractual scope is understood and respected by all parties, and that change is correctly defined
- Assist our customers with prompt, friendly and accurate help through any medium or channel (including email, phone, chat, social and public forums)
9
Experience For Customer Technical Advocate Resume
- Troubleshoot reported issues or queries in detail to diagnose and differentiate between product and non-product issues in order to provide accurate, valid and complete information to our customers
- Identify and promote opportunities for cross/up-sell or churn prevention and guide customers to the best overall solution for them to maximize the value of Hootsuite
- Carry a caseload of customer files and operate as an advocate on the customer’s behalf
- Provide excellent service to all Peet’s customers
- Make outbound calls to customers to follow up on their experience
- Identify and surface trends of customer or product issues with a focus on potential solutions
- Maintain a focus on excellence by meeting or exceeding quarterly targets including Quality Assurance (QA), Customer Satisfaction (CSAT), productivity (solves/AHT)
- Be Zendesk's ambassador for all internal departments and help them be successful in their roles
10
Experience For Customer Service / Privacy Advocate Resume
- Monitor customer programs from start to finish and define the roles of key people involved in the transactions
- Manage through occasional transactional issues as they arise
- Adhere to employee guidelines and employee performance standards
- A passion for coffee and tea and willingness to share it with customers
- The ability to learn systems and processes quickly
- Team-oriented and collaborative attitude
List of Typical Skills For an Advocate, Customer Resume
1
Skills For Customer Support Advocate Resume
- Accurately type 30 words per minute and effectively resolve issues with customers in written communication
- Building on at least one year previous related experience in a Customer Support operations center
- Be accountable for the end-to-end project management and delivery of customer experience improvement or impacting projects
- Experience with educational technology solutions at a higher education institution or related service provider
- Experience in customer service or call center environment
- Interprets IT operations, service delivery, strategies, and problems to design comprehensive Customer Experience (CX) measurement programs
- Work with Stefanini service delivery team to implement/manage Stefanini customer experience best practices
2
Skills For Life Insurance Customer Care Advocate Resume
- String working knowledge on mobile backhaul & backbone network design & deployment involving 2G, 3G, 4G MPBN & PACO nodes
- Explaining social media, software concepts and troubleshooting steps to all clients and colleagues, at any level of technical understanding
- Providing a consistent, helpful and engaging tone that reflects our brand
- Working with development team to pinpoint bugs and system issues affecting users
- Organizing and triaging customer queries and support issues between various support channels
- Identifying opportunities to drive customer value and implementing relevant cross/up-sell and/or churn prevention techniques
- Utilizing all resources provided by HPS to resolve inquiries in a timely and accurate manner while portraying professional, courteous and respectful demeanor
3
Skills For Customer Resolution Retention Advocate Resume
- Acting as a first line of response to users worldwide
- Managing outages and communicates to the appropriate stakeholders & customers
- Displaying diplomacy and professional attitude with an extremely high level of customer focus
- Working in multi-channel operational support environment
- Reporting on key customer metrics such as: compliance, retention, and service
- Scheduling flexibility and the ability to work some weekends
4
Skills For Advocate, Customer Experience Resume
- Assisting other departments as assigned by management
- Assists in developing a corporate wide program that catalogs client value benchmarks while documenting and celebrating client success stories
- Guide the customer throughout all onboarding of Stefanini service efforts identifying their business requirements and mitigating implementation barriers
- Applies in-depth product knowledge obtained through ongoing cycles of working with routine and non-routine subject matter
- Manages, surveys, and reports on client satisfaction with a focus on ensuring that Blackboard customers are receiving maximum value from their solution set
- Committed to fostering and supporting a proactive, customer-driven approach to service
5
Skills For Customer Service Advocate Lead Resume
- Assist and support the Sales Team in creating and processing contracts
- Travel as needed for training
- Provides technical training to internal and external customers as needed
- Communicate complex information in a simple, customer facing way
- Serves as an internal advocate for the client base, helping to drive support and change when necessary to help clients achieve their objectives
6
Skills For Customer Experience Recovery Advocate Resume
- Act as Outage Manager during outages and advocate for customer
- Proficiency with computer programs including Microsoft Office
- Innovative, creative and flexible thinker who enjoys searching for the next right answer
- Provide management team with any outstanding issues to ensure consistent customer satisfaction
- Proficiency in Windows based applications including Microsoft Office (Word, Excel, Outlook, etc.)
- Provide first call resolution when troubleshooting depot repair equipment
- Ensures confidentiality of patient and customer information, as well as confidential and proprietary information, during all customer interactions
- Coordinate the reporting lifecycle to ensure adherence to Stefanini practices and satisfaction of client data requirements
7
Skills For Customer Success Advocate, Analytics Resume
- Provide exceptional service and guidance to military members and their families by assisting them with their real estate needs
- Build rapport and maintain communication with a caseload of files, providing advocacy, quality assurance, and mediation to questions and issues
- Follow specific call flow processes outlining member touch points in accordance with engagement policy and procedures
- Naturally passionate about providing extraordinary client service
- Respond to customer and sales inquiries related to products, pricing, contracts, service level agreements, etc
- Coffee, tea, and brewing equipment product knowledge and the ability to assist customers and answer their questions
- Use Peet’s ordering management software to process customer orders quickly, efficiently, and accurately
- Engage positively with recurring order customers
8
Skills For Customer Allegiance Advocate Resume
- Have a basic knowledge of all HPS supported products including proprietary software products and provide one call resolution to merchant and RM inquiries
- Understand merchant pricing and possess the ability to adequately explain HPS statements questions
- Maintain merchant’s account according to HPS procedures
- Adhere to all HPS handbook policies, including attendance punctuality, PTO management, & time management
- Accountable for developing a basic knowledge of products, procedures and technologies
- Successful completion of new hire training class
- Answer all incoming calls from the divisions and/or Corporate office and re-route as necessary
- Assist with requests that come in through multiple channels including; email, chat and social media
- Knowledge of Medical Device Regulations
9
Skills For Customer Technical Advocate Resume
- Communicates effectively at all levels of the organization. Expresses ideas clearly and simply both verbally and in writing. Promotes timely, ongoing flow of information to others. Communicates and listens effectively in order to develop and maintain key business relationships
- Proficient computer system based tools including Microsoft Office applications, presentation, e-mail, web browsers and spreadsheet software
- Generous annual time off
- Medical Insurance for yourself and your family
- Unique villa & office space
- In house gym & games room
- Develops and maintains key business relationships to ensure proactive notification and training of other employees regarding product, procedure and field activities associated with assigned product line responsibilities
10
Skills For Customer Service / Privacy Advocate Resume
- Embraces and adapts to change and demonstrates a willingness to learn. Reactionary and adaptable to abrupt changes, arising issues, extreme time pressures, and other exigent circumstances. Ability to respond quickly to change, and to prioritize actions to meet customer needs
- Interacts with others in a way that gives them confidence in one’s intentions and those of the organization. Accepts responsibility for one’s own decisions and actions. Demonstrates honesty. Keeps commitments. Behaves in a consistent manner and is open, honest and trustworthy
- Customer Service Focus – Demonstrate a focus on listening to and understanding client/customer needs and then delighting the client/customer by exceeding service and quality expectations
- Professionally handle and resolve escalated issues
- Multi-tasks with a high level of efficiency yet treats every customer as the most important during the interaction so as not to leave the customer with a hurried impression
- Master initial training competencies while demonstrating the ability to learn additional competencies through additional training
List of Typical Responsibilities For an Advocate, Customer Resume
1
Responsibilities For Customer Support Advocate Resume
- Experience working collaboratively with people around the world and across a wide variety of cultures including EMEA and Asia
- Demonstrated ability to strategically align training and knowledge programs to business objectives
- Help define and automate processes and communications related to the Homeowner Experience
- 1) 3 – 5 years of related project or program management experience
- 5) Ability to use customer insights for customer experience design and process improvements
- Define performance challenges and design performance measurement solutions to inform management decision making
- The ability to articulate directions to various audiences, especially in emergency situations
- Help monitor requests from the divisions to our third party survey company
- Work in close collaboration with other Stefanini service delivery teams to identify and prioritize cross functional service delivery and customer experience projects
2
Responsibilities For Life Insurance Customer Care Advocate Resume
- Drive client penetration efforts by sharing of all insights with a multi-functional (Stefanini) team consisting of sales, pre-sales, IT, innovation, and service delivery leadership
- Work with Stefanini service delivery teams to define/implement/manage customer experience best practices, based on insight into customer behaviors and propensities
- Work with Stefanini and client teams to identify the people, process, and technology capabilities required to deliver desired customer experiences in market, and then plan for the implementation of those experiences
- Identify opportunities for personalized services through the use of focus groups, educational campaigns, personalized knowledge sharing and individualized service interactions
- Assist in the development and design of process improvement feedback mechanisms to evaluate and continuously refine Customer Care programs
3
Responsibilities For Customer Resolution Retention Advocate Resume
- Work with IT and Business Analytics team to incorporate dashboard analytics into operational control center and other areas, as requested
- Provide advanced level customer support in a creative, proactive manner to resolve customer issues consistent with Lennar’s policies, procedures and quality standards
- Collaborate on design and development of innovation projects, such as interactive voice recognition, chatbot, Alexa skills and other initiatives
- Focus on generating referrals and identifying brand ambassadors through the development of a robust customer management strategy
- Build out unique, creative and impactful solutions by integrating insights across Lennar’s expert functional resources supporting collaborative solution development
- Establish support FAQs and work collaboratively to define the workflow for use with IVR (interactive voice recognition), CTI (computer telephony integration) and chatbot platforms
- Work cross-departmentally to leverage internal resources ensuring the successful execution of assigned projects. Support communication of success stories to the larger community
- Strives to resolve customer concerns in a single interaction via telephone, written, or face to face communication
4
Responsibilities For Advocate, Customer Experience Resume
- Responds to a diverse set of customers with an equal level of confidence regardless of the issue at hand
- Routinely responds to customers with an in-depth product knowledge achieved through a continuously improving set of listening, analysis, quality focus, problem solving, and documentation skills
- Consistently exceeds results for internal adherence, efficiency, and inquiry timeliness
- Resolves standard and frequently non-routine, limited impact, customer inquiries, comments, and concerns with the most limited escalation consistent with company policies and processes
- 1:00 pm - 10:00 pm
5
Responsibilities For Customer Service Advocate Lead Resume
- 1) In depth/Expert Knowledge of IP products specifically 7750 routers or similar products 2) IP Certifications 3. Ability to document technical issues in spanish and english 4) strong verbal and written skills in Spanish and English 5. Strong communications skills
- High Level of English (read and speak) 2. Able to handle escalations and pressure situations 3. Ability to travel inside or outside the country.. 4. Ability to coordinate deployment and maintenance Activities. 5.- Knowledge in ALU IP Products (7750 SR7) 6.- Expertise in IP concepts
- Outstanding ability to identify, communicate with and influence multiple personalities, roles, and decision-makers, including demanding senior leaders in both the Stefanini and client organizations
- Resilient and robust in challenging situations
- Possess the ability to handle customers with sensitive issues, confidentially, while maintaining the professional Customer Support image of HPS
- Self-starter, able to work independently and make decisions quickly and with confidence
- Fluency in English; Dutch extremely helpful; other European languages are beneficial
- Meticulously detail oriented and organized
- Meet or exceed quality, productivity, attendance, educational and punctuality standards as set forth by the Heartland Payment Systems leadership team
6
Responsibilities For Customer Experience Recovery Advocate Resume
- Travel Stefanini offices is sometimes necessary but limited (Assume 10-15% as the normal travel requirement)
- 2) Certification Required: PMP or PgMP or DAWIA P/PM Level 3 or FAC P/PM Level III
- 3) Experience with collecting customer feedback and using it to support the design and development of customer satisfaction improvement processes and procedures
- Organise and triage customer queries and support issues within our elevated SLA
- Expert knowledge in English language, both written & spoken
- Expert knowledge in Spanish language, both written & spoken
7
Responsibilities For Customer Success Advocate, Analytics Resume
- Linux Certification – eg RHCVA
- Nuage certification – min NNP-VNS
- CCIE, JNCIE, ASRA or equivalent certifications desired
- Exposure to mission critical applications like Tele-protection, SCADA, time/freq. synchronization, etc
- Knowledge on Mobility domain – 2G, 3G ,4G core deployments
- Keep customer informed of features and product changes and provide software upgrade support as needed
- Make a difference in the lives of our customers
8
Responsibilities For Customer Allegiance Advocate Resume
- Have a clearly defined career path designed for personal and professional growth
- Be recognized for your contributions
- Be part of a diverse team that supports their community and has fun!
- Clearly communicate with diverse audiences
- Manage multiple complex projects simultaneously and with little or no supervision
- Work well under pressure and with a diverse range of personalities
9
Responsibilities For Customer Technical Advocate Resume
- Complements, collaborates and works with the customer and stakeholders to better understand mission and business needs
- Ensures mission-support IT services meet the customer’s business needs
- Works with the customer to develop and set expectations for service delivery requests
- Maintains a trusted relationship and open lines of regular communication with the program team, customer and stakeholders
- Gathers customer and stakeholder feedback to support customer satisfaction improvement initiatives
- Executes against and reports on customer satisfaction metrics, continually identifying and recommending innovative ways to improve the customer’s IT experience
10
Responsibilities For Customer Service / Privacy Advocate Resume
- Informs the customer and stakeholders on service improvement initiatives
- De-escalate challenging customer inquiries, comments, and concerns while delivering necessary information consistent with Company policies and processes
- Employee lifestyle assistance
- Equity in Hootsuite
- 11am - 8pm
- 12pm - 9pm
- Work with co-workers and customers, both internal and external, of all levels. Ability to professionally interact and build constructive and effective relationships with all levels and functions within the Company. Ability to effectively interface with others on behalf of the organization. Influences key business partners and customers to achieve mutually beneficial results
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