Customer Advocate Resume Sample
Sammy Dickens
11863 Lea Lodge,
Philadelphia,
PA
+1 (555) 369 5296
Work Experience
Senior Customer Advocate
01/2016
-
PRESENT
Houston, TX
- Successfully manage incoming and outbound calls to and from customers. Determine customers’ needs and respond to those needs by answering questions, researching and resolving complaints, and verifying that the issue has been satisfactorily resolved by thoroughly documenting the account and providing required supporting documentation to the customer
- Internal cross functional “quarterback” for urgent product and service related issues at customer sites
- Communication lead to senior management for urgent customer issues
- Responsible for monitoring, supporting and enforcing the end to end escalation process in assigned geography
- Drive activity while influencing cross functional teams to ensure targets are quickly and effectively achieved
- Work closely with factory teams for assigned products to support resolution of issues impacting customers
- Review and facilitate concession requests, ensuring adherence to policy
- Lead escalation training and deployment for new tools and processes
- Awareness of activities at our Top Customer Accounts monitoring including facilitating meetings and tracking issues
Customer Advocate
11/2009
-
09/2015
Houston, TX
- Attempt to recapture incomplete or withdrawn home loan applications that were previously started by a Sr. HLS
- Communicates our IDN business strategy and provide linkage to field teams work and accountability
- Create a work team environment across different work teams and groups in Philips to foster common purpose focusing on customer satisfaction and to drive increased productivity
- Understand and utilize motivational tools to drive desired team, region, and zone behaviors and results. (examples: Simplicity Rewards, Communication Plans, Special Assignments)
- Own and drive business strategy and results
- Develop and implement IDN service strategy to achieve customer loyalty
- Manage customer relationships and effectively partner with sales counterparts
Customer Advocate Rep
08/2003
-
06/2009
Los Angeles, CA
- Lead the transition from break fix operating model to customer solution focused operating model
- Own and drive operational performance and compliance
- Develop and drive change initiatives as required to improve efficiency, productivity, and the execution of business commitments
- Deliver crucial Philips communications through Corporate IDN channels
- Drive accountability of operational metrics
- Owns and drives financial business results for the IDN business
- Develop strategy by driving growth and productivity with the highest level of integrity
Education
Argosy University - Hawaii Campus
1999 - 2003
Bachelor's Degree in Business
Professional Skills
- Strong organizational skills with the ability to prioritize and work effectively on multiple tasks in a fast-paced environment
- Selling the value of Verizon solutions by using strong communication and negotiation skills to improve the customer experience and increase company revenue
- Deliver outstanding customer service including excellent listening and empathy skills
- Demonstrated proficiency in keyboarding skills, Windows operating systems, Microsoft applications, with and emphasis on Excel, SAP and Salesforce.com
- Demonstrated proficiency in keyboarding skills, Windows operating systems, Microsoft applications and Salesforce.com
- Excellent analytical, decision-making, and creative problem-solving skills
- Demonstrated proficiency in keyboarding skills, Windows operating systems, and Microsoft applications. Ability to type approx. 45+ words per minute
How to write Customer Advocate Resume
Customer Advocate role is responsible for customer, organizational, keyboarding, microsoft, windows, analytical, independent, interpersonal, english, organization.
To write great resume for customer advocate job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Customer Advocate Resume
The section contact information is important in your customer advocate 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 Advocate Resume
The section work experience is an essential part of your customer advocate 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 advocate 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 advocate position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Customer Advocate resume experience can include:
- Excellent oral & written communication skills; excellent presentation skills
- Customer service experience or demonstrated customer service skills
- Demonstrated proficiency in keyboarding skills, Windows operating systems and Microsoft applications
- Strong organizational, time management, planning and problem solving skills
- Demonstrated proficiency in keyboarding skills and MS Office Suite
- Demonstrated proficiency in keyboarding skills and MS Office Suite
Education on a Customer Advocate Resume
Make sure to make education a priority on your customer advocate resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your customer advocate 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 Advocate Resume
When listing skills on your customer advocate 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 advocate skills:
- Computer skills including: Outlook, Excel (experience with basic formulas) & Word
- Greet customers in a courteous, friendly, and professional manner using strong phone, chat, and email skills
- Excellent phone skills, interpersonal & communications
- Excellent phone, interpersonal & communication skills
- Effective communication skills, both verbally and in writing; is clear, concise, and easily understood
- Strong communication skills to influence organization and negotiate with customers
List of Typical Experience For a Customer Advocate Resume
1
Experience For Senior Customer Advocate Resume
- Outstanding written communication and verbal skills
- Demonstrates independent thinking to prioritize day’s tasks to meet objectives
- Excels by using time efficiently; planning, organizing and prioritizing to achieve the highest quality of work
- Develop strong trusting relationships in order to lead through influence
- Demonstrates consistency in completing daily goals and objectives
- Data entry and/or typing experience with 30 wpm proficiency
2
Experience For Customer Advocate Manager Resume
- Fice or Banking Experience Required
- Three years’ experience in a senior technical support role managing large enterprise or very large enterprise customers
- Experience communicating to customers; ability to handle and diffuse upset customers
- Experience in technical consultative selling and account management
- Demonstrate patience, attentiveness, knowledge of the product and the ability to use "positive language"
- Relevant experience (customer
3
Experience For Associate Customer Advocate Resume
- Customer service experience in a health care or health insurance environment
- Has a strong coverage/presence within assigned accounts
- Demonstrates a broad knowledge of Micro Focus Software technology & solutions
- Links Micro Focus solutions with customer business objectives to demonstrate customer business value
- Demonstrate an understanding and a wide breadth of knowledge of Teradata's solutions and offers, Teradata’s branding strategies, and our marketplace
4
Experience For Customer Advocate Representative Resume
- Compiles data on renewals pipeline progress via a weekly flash process for the Business Leader to review prior to sharing with leadership
- Maintain professional contact with client during problem situations/issues to ensure strong communication
- Participates in accreditation audits to demonstrate UL’s compliance with the Customer Complaint Handling SOP
- Prioritize tasks in an environment of changing needs and deadlines
- Skilled in providing simplified explanations to complex or complicated concepts
- Being solution oriented and proactive, providing first call resolution eliminating repeat calls and reducing unnecessary transfers
5
Experience For Customer Advocate Team Specialist Resume
- Staying organized and dealing with information coming from different sources at once
- Providing a high level of resolution support to multiple business customer types, adapting to their varying needs and requirements
- Communicating in an open, engaging and helpful tone, with internal and external contacts
- Leading your pod and helping members achieve their pod-based quarterly objectives
- Leading by example with positivity and grit through even the most challenging situations
- Altering habits on short notice and being flexible in your day to day
- Sharing your expertise with others to and empowering them to take on new challenges
6
Experience For Customer Advocate Leader Resume
- Delivering efficient customer support on large accounts, with the ability to be proficient in customer-facing systems
- Working knowledge of ITIL principles and structure for incident, problem, and change management processes
- Completing courtesy calls to external customers to ensure world class customer service, and proactively fill partial-truck orders
- Using Hootsuite to manage your social media, connect with customers and look at analytics
- Assisting our customers with prompt, friendly and accurate help through any of our channels
- Building Teradata brand awareness
- Understanding of dealership operations and processes are desired
- Ensuring that orders are placed as shippable orders, with proper lead-times, delivery appointment, and quantities as defined by Site Rules of the Road
- Combining orders for multiple-stop deliveries
7
Experience For Customer Advocate Rep Resume
- Utilizing the Focus and WMS computer systems along with Excel/Access to manage, track, report, schedule and load plan orders
- Working knowledge of computer and proficiency with computer programs within the Microsoft office applications
- Work in a warehouse environment which includes walking, lifting, bending, stretching, twisting and reaching
- Attend ongoing training and develop knowledge relating to business networking, recruiting and placement
- Works with Operations manager on the day to day flow of the department. Including but not limited to distributing work, reviewing pipelines, and job coaching
- Passion for working for customers; understanding their diverse needs, being their voice, while balancing what is best for the business
- Available to work evening, late evening and early morning; flexible hours to accommodate global time zones
- 5) Assist in writing & telling customer stories
8
Experience For Customer Advocate Team Lead Resume
- Provide resolutions by delivering accurate information while following performance goals and objectives
- Provide feedback to management regarding necessary changes and updates (including upgrades, functionality and customer care issues)
- Gathers and communicates requirements to the InComm technology teams (such as change, capacity planning, network, monitoring, and enterprise systems)
- Serve as the voice-of-the-customer during product requirement ranking and backlog management
- Participate in pricing and packaging to ensure optimal customer value creation, combinations and specific product offerings
- Expertise in leading technical teams to resolutions for chronic issues affecting partners
- Responsible for building relationships with our external Customers and partnering with internal customers to ensure Customer Satisfaction
9
Experience For Client Services IDN Customer Advocate Resume
- Assist in training new employees and cross-training
- Inventory, materials and planning knowledge including JIT, MRP and CPIM
- Knowledge and understanding of BOM structures, standard costing systems, and order placement processes
- Responsible for initiating and processing returns through final resolution
- Maintain a high volume of ticket solves whilst managing the queue working on oldest to newest
10
Experience For Customer Advocate Program Customer Product Reference Specialist Resume
- Serious passion for helping and delighting people – a customer-first focus
- Responsible for initiating and processing returns through final resolution
- 6) Assist in providing feedback to internal teams for improvement
- Obtain required or missing information via correspondence or telephone
- Build and maintain working relationships with internal departments and external parties
- Performs Phone Monitoring of new employees and provides written feedback
- Assists plants in their customer service program in matters relating to quality
- Proficient problem-solving approach to quickly determine customer needs
List of Typical Skills For a Customer Advocate Resume
1
Skills For Senior Customer Advocate Resume
- Excellent customer service skills in managing accounts
- Proven written/verbal communications skills including generation of business communications, data spreadsheets, etc
- Strong listening and communications skills (written and oral)
- Excellent organizational, customer relationship, verbal and written communication skills
- Excellent communication and complaint resolution skills
- Customer service experience with organizational, administrative and clerical skills
- Very strong analytical, customer service and financial analysis skills
2
Skills For Customer Advocate Manager Resume
- Keyboarding skills and PC proficiency
- Use a consultative selling approach; provide current & potential Customer/s with pricing and effectively close the sale
- Innovative problem solving, research, motivational, teambuilding and analytical skills
- Responds to escalated customer complaints promptly, clearly and concisely using standard business writing protocol and verbal skills
- Develop top performer Customer Service & Sales skills with our training and development programs
3
Skills For Associate Customer Advocate Resume
- Customer /Dealer Facing/Presentation Skills
- Proven experience managing strategic\escalated customer accounts
- Interpersonal, analytical, organizational and independent decision making skills
- Communicate effectively with engineering and other technical groups to enhance products and resolve customer issues
- Skilled in various customer service arenas, with experience in a contact center setting
- Experience in process improvement that drives positive customer experience
- To easily and proficiently communicate in Spanish and to possess advanced English skills,
- Strong hands-on experience with customer relationship management and operational processes
4
Skills For Customer Advocate Representative Resume
- Proven experience within communication/PR area
- Problem resolution skills/root cause analysis
- Proven professional experience in the domain
- Proven Customer \ Account Management experience
- Exceptional oral communication skills and use of proper professional business language
- Negotiate, analyze and troubleshoot. Superior customer service skills
- Train select individuals in critical case management to effectively manage customer complaints at the Executive level
5
Skills For Customer Advocate Team Specialist Resume
- PC navigation and data entry skills
- Speak effectively and present information to groups of customers, clients and other members of the organization
- Exceptional follow-up skills and diligence
- Effectively manage open customer cases in SalesForce
- Technical Support experience (with at least 1 year experience in Customer Service)
6
Skills For Customer Advocate Leader Resume
- Superior organizational and self-management skills
- Experience with telephone operations or business administration experience
- Customer support experience; previous help desk experience ideal
- Interpret written documentation and communicate effectively to various levels of employees and management
- Appling technical knowledge to resolve customer issues and provide assistance on evolving technologies through effective troubleshooting
- Working knowledge or experience with wireless products and services
- Understanding of Customer Experience and NPS
- Skilled at diagnosing issues, fact-finding research, creative problem-solving
7
Skills For Customer Advocate Rep Resume
- Experienced in navigation of major internet advertising publishers including, but not limited to Google, Yahoo!/Bing, and Facebook
- Experience in a customer-facing role addressing customer questions/concerns (of a technical nature)
- Good planning and organizing
- Experience working with or supporting complex software solutions in a business environment
- Experience in Marketing, Advertising, Public Relations, Customer Service or related field
8
Skills For Customer Advocate Team Lead Resume
- Experience with browser and operating system troubleshooting
- Able to be flexible and agile in responding to evolving business priorities
- Experience using social media or web-based software, including Twitter, Facebook, Google Apps is an advantage
- Strong problem solving and technical understanding
- Proven track record of managing customer expectations and ensuring the highest level of customer loyalty
- 6 months proficient work experience in Billing, Account Services or Technical Support
- Serve as the voice of the customer, representing DHS and Component mission drivers and priorities
- Work on independent or cross-functional pilot teams focused on improving products and processes related to Customer Experience
9
Skills For Client Services IDN Customer Advocate Resume
- Work on different product or process pilots focused on improving Customer Experience
- A demonstrated talent at inspiring change from customer feedback
- A strong background in B2B or B2C customer service, including high volume email help desk, chat and phone support
- Excellent working knowledge of PowerPoint, Excel, Word, Outlook and the Internet
- Excellent track record in making judgment calls
10
Skills For Customer Advocate Program Customer Product Reference Specialist Resume
- Strong understanding of software development concepts in C++ or Java and Python
- Experience delivering complex messages to difficult customers that address their company’s need for additional information or modified actions
- Experience using the Internet, social media and mobile platforms/applications with the ability to explain Internet functionality to customers
- Strong working knowledge of PC-based Internet and software applications
- Strong problem solving orientation and focus on TAT
- Energetic and passionate about providing exceptional experiences to our customer
- Software engineering or IT Industry experience
- Experience within Converting, Paper or related industries
- Experience in manufacturing
List of Typical Responsibilities For a Customer Advocate Resume
1
Responsibilities For Senior Customer Advocate Resume
- Spots hidden problems and possesses effective analytical skills
- Language skills (good level of Hebrew and English)
- Effectively communicates features, value and benefits of AutoPoint programs, platforms and tools to customers
- Able to effectively plan day’s activities and tasks
- Effectively communicate with internal and external customers across the globe
- Strong work ethic: Punctual and excellent attendance
- Proven customer-oriented attitude; willing and able to address escalated client issues with speed and urgency
- Experience successfully working with senior level executives
2
Responsibilities For Customer Advocate Manager Resume
- Excellent track record in making judgement calls
- Four years in business-to-business sales or equivalent experience
- Experience in account management or customer support
- Recognizes opportunities to strengthen the overall experience for external partners as they interact with the InComm IT department
- Three or more years’ experience in a technical coordination or IT Operations role
- Understand the various components and processes that impact overall customer experience
- One or more years of related experience (sales or service)
- Good command of MS Office (Outlook, Excel and Power Point)
- Overall 3+ years of progressive customer service experience
3
Responsibilities For Associate Customer Advocate Resume
- Strong interest in Hadoop and Big Data
- Overall 5+ years of progressive customer service experience
- Experience in SAP and Salesforce.com desired
- An established expertise in the product management in information technology and/or professional knowledge markets with 5+ years’ experience
- Product management and/or product owner experience with an emphasis on opportunity identification and new product launch
- Experience working in Customer Service or Inside Sales to include managing orders and inquiries
- Overall 3+ years of progressive customer service experience
- International business experience required
4
Responsibilities For Customer Advocate Representative Resume
- Customer Care experience in a high-volume business-to-consumer contact center, legal, medical or other service environment
- Solid Software knowledge: SharePoint, SAP
- Good knowledge of regulations around the position
- Relevant DHS or .gov Cybersecurity focused experience
- Typically up to two years of customer service experience required
- Achievement in a team environment and proven abilities to work independently with little supervision Appropriate issue escalation and solution recommendations
- Customer experience
5
Responsibilities For Customer Advocate Team Specialist Resume
- Make priority decisions based on customer business situations
- Strong domain and application knowledge, particularly in the areas of DMS, OMS, Mobile and DERMS
- Proven ability to develop and manage technical action plans
- Proven ability to deliver influential and impactful messages to customer and internal senior leadership
- Lead product validation endeavors to ensure the “right product” is created
- Customer service experience in a call center
6
Responsibilities For Customer Advocate Leader Resume
- Knowledge and experience with CLASS, CLASS-ED and FDR systems
- Six (6) months of customer service/sales experience in a contact center operations environment desired
- Experience with the Siebel application or another Customer Contact system desired
- Excellent grammar for Email Communications with VIP Customers
- Strong attention-to-detail, well organized
- Business (functional) experience
7
Responsibilities For Customer Advocate Rep Resume
- Industry experience in technical support
- Formal technical support experience
- Provide exceptional and individualized service to customers to enhance customer experience and instill confidence
- Identifies impacts to the customer experience and provides thoughtful and appropriate solutions
- Experience in a Customer Service environment
8
Responsibilities For Customer Advocate Team Lead Resume
- Telephone operations or business administration experience required
- Experience in software or related industry
- Demonstrated mechanical or technical aptitude
- Empathize, establish trust and strong rapport with associates and internal and external contacts
- Proactive problem solver skilled at issue resolution
- Processing and load planning of Customer orders
9
Responsibilities For Client Services IDN Customer Advocate Resume
- Calling and scheduling carriers
- Implementing measures on clarity and relevance of all instructions sent to the Customers
- Working knowledge of customer service KPI’s
- Assisting with escalations and large research requests
- Support the recruiting of ECAs, ensuring that Amazon’s high hiring bar is respected
- Be available for customers-employees that need assistance navigating difficult and complex situations providing appropriate coaching, direction and resolution
- Creation of shipping documents, including Bills of Lading and Customs Papers (if applicable)
10
Responsibilities For Customer Advocate Program Customer Product Reference Specialist Resume
- Participate in Safety programs, including providing risk assessment on self and with manufacturing peers
- Develop corrective actions to address root causes of escalating customer complaints, chiefly involving quality issues
- Manage outstanding cases within a (90) day window by completing PO requirements
- Maintain price sheets and facilitate customer pricing as coordinated with Sales & Accounting
- Lead and motivate a team of ECAs, through recurrent 1:1’s, coaching and individual development plans
- Manage team’s performance, driving the metrics and providing clear guidance to the ECAs, in order to meet and exceed the Customer Satisfaction goals, and other quality Key Performance Indicators
- Leading or supporting Customer requested Audits by working with various business functions, orchestrating customer audit meetings, assuring completeness and accuracy of information, and driving customer presentation excellence
- Providing input into Tenders, Supplier Questionnaires, Sales Bids, Quality Plans & Inspection Test Plans. Working with various business functions and leaders on assuring excellence in responses to customer inquiries. Partnering with the Sales/Services/Projects teams to drive business growth via building and development of customer relationships
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