Care Agent Resume Sample
Rosemarie Stroman
19209 Noe Divide,
Phoenix,
AZ
+1 (555) 199 3585
Work Experience
Customer Care Senior Asst-health Licensed Agent
04/2017
-
PRESENT
Phoenix, AZ
- Exposure and learning opportunities
- Manage communications for the team through email and phone
- Provide phone coverage during defined business hours (8am to 8pm EST)
- Serve as point of contact for CCC team
- Maintains detailed knowledge of the Hotel’s fire, life and safety system
- Office: Word, Excel, PowerPoint, Outlook
- Language: Fluent Mandarin in reading/writing/listening/speaking, fluent English in reading/writing and at least elementary in listening/speaking
Export Care Agent, North China
02/2010
-
12/2016
Houston, TX
- Customer Service - attending the Customer at the counter for Inbound Shipment, Freight/Local/Demurrage Charges, ETA’s
- Issuing Delivery Orders in line with local / global SOP’s, checking lawful Bill of lading holder. Checking on mode of manifest submission, inclusive of all BL checks
- Experience with Customer Service and business process functions
- Wide understanding of A.P. Moller/Maersk Line Container Business
- Proficiency of customs manifest submission and web system where applicable
- Working with GSC team to fulfil customer’s requirement.
- Manage customer’s expectation with skilful communication step
- Pick up IPCC within 30seconds and handle customer’s request with professional service and helpful manner.
Customer Care Escalations Agent
12/2005
-
10/2009
San Francisco, CA
- Understand customer’s business and needs / requirements through close communication with both sales and customer, consistently improve cooperation and process to mutual benefit for customer and company
- Show empathy and offer alternative solution when saying ‘no’ to customer. Control the risk by considering all situation or expertise consultant and fully communicate with the customer.
- Strong ownership with result orientation
- Proactively find solution rather than challenge only
- Positively handle various changes, meanwhile, try to optimize the as-is process with PEX thinking and customer oriented
- Enhance the organization’s reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
- Resolve product or service problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the customer concerns
- Helpfully and patiently handle member’s issues
- Related experience in a Customer Service or contact center environment
Education
Kaplan University - Cedar Falls Campus
2000 - 2005
School's Degree in Business
Professional Skills
- Strong verbal and written communication skills, presentation skills, and a high level of comfort in presenting products and concepts
- Strong analytical skills, self-starter and introspective enough to provide business insights
- Strong customer service and conflict resolution skills
- Strong organizational, time-management skills, attention to detail, sense of urgency and the ability to perform multiple tasks simultaneously
- Personable, energetic and excellent communication skills
- Strong customer service experience, ideally in shipping, logistics, freight forwarding, supply chain, hospitality, and retail
- Professional and courteous phone and email communication skills
How to write Care Agent Resume
Care Agent role is responsible for english, travel, retail, finance, credit, training, shipping, reporting, insurance, customer.
To write great resume for care agent job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Care Agent Resume
The section contact information is important in your care agent 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 Care Agent Resume
The section work experience is an essential part of your care agent 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 care agent responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular care agent position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Care Agent resume experience can include:
- Previous experience in a customer facing role, preferably one that involved any form of technical thinking
- Experience with both iOS and Android operating systems and related applications
- Receiving and categorizing client billing queries
- Ensuring strict and measured timeliness in answering client queries to SLA
- Responsible for providing exceptional customer service to a portfolio of export customers.
- Answer incoming calls from members/customers
Education on a Care Agent Resume
Make sure to make education a priority on your care agent resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your care agent 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 Care Agent Resume
When listing skills on your care agent 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 care agent skills:
- Someone who is an excellent team player and able to work effectively under pressure
- Strong interpersonal and communication skills
- Develop/update skills and knowledge (internally or externally) to reflect changed technology or changed work requirements
- Understands and takes into account the global nature of the business; works effectively with colleagues from different view points, cultures and countries
- Great phone presence and client relationship skills
- Maintaining refunds, priority, DP queues and escalations
List of Typical Experience For a Care Agent Resume
1
Experience For Export Care Agent, North China Resume
- Developing strong internal relationships, working closely with other departments where necessary to obtain answers or assistance
- Exceeding agreed service level agreements, across speed, quality and accuracy of resolutions
- Daily categorisation of billing enquiries that have been received over email, solving the issues using various internal systems and sources
- Develop talent, organizational motivation, professionalism, affiliation, efficiency including living the values
- Manage order handling and pending tray management
- Use LMS as self learning tool. Finish all assigned courses by due date
- Handle customer interaction related to import/export booking and documentation requirements
- Ensure being a central point between agencies in Iraq and Maersk Line’s network
- Release empowerment to staff including monitor, analyze and adjust same for optimal balance
2
Experience For Customer Care Escalations Agent Resume
- Act as a primary point of contact for customers, be the Customer advocate internally in Maersk Line
- As part of Commercial Intelligence – build and keep strong relationships with customers, gain an understanding for their business, service needs, drivers and desires and leverage this to engage in discussions about new business opportunities and competitor/market intelligence.
- Be fully responsible for customer satisfaction, own, manage all customer facing activities like regular client meetings, telephone calls, and mail correspondence.
- Ensure smooth execution of the whole shipment lifecycle, by proactively identify customer’s needs and avoid potential risk, always take ownership for issue resolution.
- Good command of communication and English skills
- Good team player
- Drive for continuous efficiency improvements for the team
3
Experience For Customer Care Center Agent Resume
- To always behave in a manner consistent with and loyal to the A.P. Moller – Maersk values. Understand claims policy and its impact on company assets and guide customers best possible through any potential claim situation
- Manage customer’s expectation with skilful communication step
- Pick up IPCC within 30seconds and handle customer’s request with professional service and helpful manner
- Provide standard service for new on board customer to dig out more cooperation opportunity
- Understand customer’s business and needs / requirements through close communication with both sales and customer, consistently improve cooperation and process to mutual benefit for customer and company
4
Experience For Customer Care Home Based Agent Resume
- Show empathy and offer alternative solution when saying ‘no’ to customer. Control the risk by considering all situation or expertise consultant and fully communicate with the customer
- Deliver all your commitments to customer, including but not limited to call back customer by committed deadline
- Positively attend the training and give constructive feedback to organizer. Work out SMART action plan and carry out by deadline
- Understand customer needs in terms of services and ensure customer requirements are
- Manage and drive adherence to standardized processes and tasks
- Continuously deliver and improve on process measures, result measures, KPIs and other targets
- Customer & agencies communications at all stages of the shipment
5
Experience For Counter Care Agent Resume
- Internal coordination with regards to vessel reconciliation, sales, operations and finance
- Publication of clear vessels cut-off deadlines for customers to follow
- Efficiency and reduced need for service recovery
- Fulfillment of established KPIs and targets
- Limitation of non-standard services/processes
- Social Media responsibilities include the customer service aspect of our Facebook and Twitter accounts
6
Experience For Costumer Care Agent Danish Resume
- Provide feedback on potential issues and follow up processes
- Flag any potential legal issues, or unresponsive suppliers
- Work accurately and meet SLA guidelines
- QA score of 97% or better
- Bi-Lingual English and Japanese
- Customer service scope
- Master lever education
- Calm telephone manner
List of Typical Skills For a Care Agent Resume
1
Skills For Export Care Agent, North China Resume
- Shipping/logistics industry experience
- Previous customer service experience in various industries such as shipping, logistics, freight forwarding, supply chain, hospitality, and retail
- Experience in a customer facing role, preferably one that involved any form of technical thinking
- Strong collaboration with Global Sales, Phones and Training departments
- Direct experience with the Customer Care team and working the queues
2
Skills For Customer Care Escalations Agent Resume
- Excellent career opportunity within
- Determine valid refund and compensation requests and action accordingly
- Strong attention to detail, self-starter and introspective enough to provide business insights
- Owns and manages the customer experience of CARE customers
- Build strong relationship with the customers
- Owns all customer issues and facilitates their timely and effective resolution by engaging relevant internal stakeholders
3
Skills For Customer Care Center Agent Resume
- Excellent team player Able to work under pressure
- Well organized, efficient and effective
- Ensure departmental balance and competence knowledge to reflect client experience and internal efficiency
- Locally defined ‘technical’ experience
- Working with GSC team to fulfil customer’s requirement
- Answering inbound communications via email and phone from customers, suppliers and partners
- Working with suppliers to negotiate reasonable outcomes for customers
4
Skills For Customer Care Home Based Agent Resume
- Occasional standing, wrist motion, twisting, bending, lifting up to 25 lbs., carrying, pushing, pulling, kneeling and handling
- Frequently reading, writing and working rapidly; concentrating amid distractions
- Constantly sitting for long periods of time, wrist motion, manual dexterity, fingering, and handling
- Assist in updating/altering templates and outgoing communications as needed
- Make outgoing and take incoming customer calls
- Be proactive in decision making and provide clear responses to customers in all
- Follow up the outstanding with the account department
5
Skills For Counter Care Agent Resume
- Analytical & Solving Problems : Solve day to day operation problems
- Maintain SLA standards; including follow up timeline
- Self-driven team player, dependable, and demonstrates the ability to manage multiple initiatives including daily, weekly and monthly tasks to support deployment and order processing activities
- Work in a fast paced, high volume, changing environment with agility to balance
- Maximize opportunities for self development
- Escalations co-ordination for all Viator retail customers, travel distributors/agents
- Process all post travel queries, refund requests and complaints from customers in a timely manner
- Plan coverages, quote premiums and plan provider participation for multiple service areas
- Work together with other functions to ensure the
6
Skills For Costumer Care Agent Danish Resume
- Schedule and coordinate all service calls as calls required
- Create dispatch tickets if needed
- Dispatch Service Technicians as required
- Debrief project management team as required
- Hours: 10am to 6:30pm includes 1 weekend day
- Salary: $12.00 per hour
- The ability to work within a close environment
- Frequently seeing, moving eyes, arms, hands and fingers freely, eye/hand coordination, attention to/observing details, making decisions and following directions
7
Skills For Member Care Agent Resume
- Occasionally walking 10 – 30 ft
- Take complete ownership of the customer in line with Maersk Line business strategy
- Provide Weekly Report / Monthly Report in format circulated per agreed deadlines
- Improve Customer accessibility, nil customer complaints
- Timely responses, no deadlines missed nil reminders
- Self starter and works well with little supervision
- Work quickly and accurately in a dynamic environment
8
Skills For Care Line Agent Resume
- Be able to adapt quickly to new ad products, processes and technologies
- Proficient in desktop applications, specifically Microsoft Office products
- Can handle pressure and high volume of customers
- Strong sales ability with a focus on closing the sale in one call (Previous sales experience within the ACA/Health Care Reform and/or CMS/Medicare business would be considered an asset)
- Handle both inbound and outbound calls
- Clarify and confirm customer needs
- Navigate multiple systems with ease
- Proactively monitors and manages the end to end shipment process in compliance with all company procedures
9
Skills For Export Care Agent Resume
- Ensures services are delivered to the customers as promised and/or that the customers are kept informed of relevant deviations
- Understands the customers’ business drivers and leverages them to continuously improve cooperation and process to the mutual benefit of the company and the customers
- Address root causes and seek continuous improvements – constantly look for ways to improve work processes.
- Proactive and customer-oriented
- Fluent in Mandarin and English both written and spoken
10
Skills For Customer Invoice Care Agent Resume
- Cooperation and development
- Customer service technical know-how
- Customer relationship management
- Streamline customer service procedure
- Understand client’s requirement and their business
- Space utilize and Capacity management
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