Customer Care Resume Sample
Conrad Parisian
38170 Douglas Falls,
Boston,
MA
+1 (555) 329 4233
Work Experience
Customer Care Team Leader
05/2015
-
PRESENT
Los Angeles, CA
- Representatives take anywhere between 30-40 calls a day based on time of year. There is some administration work, but 95% of the work is done on the phone. · This particular ‘call centre environment’ is one that deals with members that need information about their retirement benefits
- Responsible for investigating and performing a root cause analysis on escalations as defined in the team’s processes and procedures
- This particular ‘call centre environment’ is one that deals with members that need information about their retirement benefits
- Monitors customer service representatives’ interaction as a tool to ensure the application of quality, customer care, sales skill usage, and to assess training needs
- Hires, trains, schedules, supervises, motivates, evaluates and disciplines Customer Care employees
- Monitors CSR interaction as a tool to ensure the application of quality, customer care, sales skill usage, and to assess training needs
- Identifies developmental needs for personnel who communicate with our customers to ensure positive and
- Experience working with Avaya and eWFM scheduling software required
Customer Care Analyst
11/2011
-
04/2015
Chicago, IL
- Possess strong interpersonal and time management skills
- Experience with all applicable computer software, i.e., Word, Excel, PowerPoint, Outlook, SAP, Hybris, CISCO, etc
- Flexible schedule with the ability to work overtime with little to no notice
- Subject matter expert on current Oakley products and services, including optics (sun and ophthalmic), Rx, and apparel, accessories and footwear (AFA)
- Accept and respond to escalated calls, emails, chats, and social media inquiries from Customers, Accounts, and Sales Reps in a timely manner
- At least one year of experience with the Oakley Customer Care Team
- Proven ability to manage vendors to ensure consistency of performance across all teams and ensure full value capture for us
- Monitor team performance in real time
Customer Care Intern
11/2008
-
06/2011
Chicago, IL
- Experience in call center operations analysis required
- Advanced knowledge level of Microsoft Office Suite is required
- Forecasting call volumes, AHT, SL%, and FTEs is highly desirable
- Excellent written, verbal, analytical and interpersonal communication skills
- Perform and produce accurate results while under pressure
- Conducts ongoing coaching and monitoring with each assigned agent and to other supervisor’s direct reports as required or assigned; elevates corrective action as needed
- At least one year of experience with the Oakley Customer Care Team or OSI/ESS Customer Care Team
Education
Argosy University - Sarasota Campus
2002 - 2007
Bachelor's Degree in Business
Professional Skills
- Strong oral and written communication skills, influencing and negotiating skills. Comfortable communicating with all levels of management
- Strategic reasoning skills and strong leadership skills
- Excellent problem-solving and interpersonal communications are a strong requirement. Excellent written and verbal skills
- Demonstrates excellent organizational and prioritization skills
- Advanced troubleshooting and multi-tasking skills: excellent organizational skills
- Understand customer needs Strong organizational skills Good analytical skills
- Strong Organizational skills: Ability to multitask, prioritize, and plan tasks in order to effectively deliver assignments and requests in a timely manner
How to write Customer Care Resume
Customer Care role is responsible for customer, interpersonal, computer, microsoft, organizational, leadership, speaker, training, analytical, business.
To write great resume for customer care job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Customer Care Resume
The section contact information is important in your customer care 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 Care Resume
The section work experience is an essential part of your customer care 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 care 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 care position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Customer Care resume experience can include:
- Demonstrated strong verbal, written and interpersonal communications skills to build effective relationships with all level of professionals
- Proven ability to supervise using effective management skills
- Excellent attention to detail, strong problem solving and communication skills
- Strong presentation skills, and past experience presenting to executive leadership
- Documentation Skills, Listening & Phone Skills
- Strong problem solving, analytical and prioritization skills
Education on a Customer Care Resume
Make sure to make education a priority on your customer care resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your customer care 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 Care Resume
When listing skills on your customer care 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 care skills:
- Good communication skills especially the skills of professional telephone manner
- Excellent operational skills and the ability to balance service expectations with cost / operational needs and make trade-off decisions effectively
- Strong relationship skills as demonstrated by influencing others, including team members, customers, peers, and senior leadership
- Proven analytical ability in identification of problems/issues, and demonstrate problem-solving skills in trouble-shooting and issues resolution
- Excellent planning, organizational skills and prioritization to meet deadlines and carry out overall business plans
- Strong analytical mind, detail oriented, action oriented, good problem solving skills
List of Typical Experience For a Customer Care Resume
1
Experience For Customer Care Analyst Resume
- Computer literate (MS Applications), verbal and written communication skills, excellent planning / organization skills, structured
- Excellent leadership and mentoring skills with solid track record in leading change and transforming organizations
- Strong organizational, Good analytical, Coaching &Training skills
- Excellent leadership and mentoring skills with solid track record in leading change
- Strong problem solving skills; Ability to set priorities and manage time in a dynamic work environment
- Demonstrate good consultative selling skills
- Keep the customer at the center of everything we do by utilizing excellent listening skills with the ability to empathize with customers and manage conflict
2
Experience For Customer Care Team Leader Resume
- Excellent communication, written, and reading skills- Inbound Script Reading
- Excellent reading skills- Inbound Script Reading
- Strong Personal Computer skills, including knowledge of Microsoft Office
- Strong analytical, interpersonal and decision making skills
- Good coaching and team member developmental skills
- Good communication skills (telephone & e-mail) communicator and listener, articulating clear
- Strong negotiation and sales closing skills
- Effective communication, negotiation, influencing and motivational skills
3
Experience For Director of Customer Care Resume
- Demonstrated proficiency in computer skills, Windows operating systems, Microsoft applications/spreadsheets, customer relationship management and sales tools
- Analytical capability, including intermediate Excel skills for data management and validation (pivot tables, v-lookups, h-lookups)
- Proven communication and writing skills
- Good communication skills (telephone e-mail) communicator and listener, articulating clear messages, ability to adapt message to targeted audience
- Good Analytical skills Problem Solving Capabilities
- Good English, Dutch and/or French language skills,
4
Experience For Customer Care Administrator Resume
- Strong work ethic, organizational, interpersonal and leadership skills
- Demonstrated communication skills in difficult conversations
- Influencing skills with Business Leaders and Customers
- Proven experience leading and inspiring a high-performing product and innovation teams to support growth objectives
- Problem-solving skills and ability to navigate challenging situations in a professional manner
- Proven experience managing and leading large teams of both service and sales teams in a high volume / high quality luxury contact center environment
- Analysts are required to monitor and effectively manage metric performance by providing guidance to operations ensuring that SLA goals are met on a daily basis
- Advanced computer skills; utilizing applicable PC software -including but not limited to Microsoft Office, Excel, PowerPoint, as well as Bank applications
- Critical Thinking skills and decision making ability
5
Experience For Customer Care Director Resume
- Capable troubleshooting and problem-solving skills
- Uccessful experience using Microsoft Office Suite applications in a work setting with strong knowledge of Word, Excel and PowerPoint
- Technical support experience or experience managing a technical team
- Build positive relationships, communicating effectively with team, customers and all levels of management
- Workforce optimization and skill based routing experience
- Problem-Solving Skills: Ability to react when problems arise, or be ready to anticipate problems before they happen
- Proven record of driving simplified, effective solutions – Lean or similar expertise
- Analytical and comprehensive problem solving skills
6
Experience For Customer Care Lead Resume
- Always listen fully and validate the customer’s need prior to responding
- Lead a team of support agents, technical staff, and program managers to effectively manage customer-facing communication programs and initiatives
- Monitor data to effectively manage dept. processes including open POs, open orders, etc
- Interact effectively with internal and external customers regarding products and services
- Demonstrated experience in working directly with customers in a non-scripted technical environment
- Strong strategic planning experience with the ability to identify opportunities to better leverage technology, automation, and strengthen business alignment
- Proven experience in working with both business and IT organization
- Advanced influencing skills to drive business
- Experience in Ag Industry with extensive experience in Manufacturing / Supply Chain Areas
7
Experience For Customer Care Center Manager Resume
- Proven success in Call Center management experience - proficiency in utilizing technology (workforce productivity software)
- Excellent skill in all the AR process flow (Denial management, appeals and Refunds processing)
- Excellent skill in all the AR process flow (Denial management, appeals and Refunds processing) is mandatory
- Computer skills required, including Word, Excel and Lotus Notes / Outlook
- Manage incoming queue through case management system to help resolve customer cases quickly and effectively
8
Experience For Customer Care Account Specialist Resume
- Contact center experience with heavy emphasis on customer experience and behavioral-based coaching and development
- Proficient keyboard skills, including 10-key pad
- Prior experience leading a Customer Service team
- Well-developed interpersonal skills promoting team participation with assigned staff
- Effectively using customer care concepts to anticipate client needs
- Proven experience of working in a Supervisory role
- Demonstrate previous team leading experience
- Basic IT/help desk skills helpful
- Basic math skills including the ability to add, subtract, multiply and divide numbers accurately and to calculate percentage
9
Experience For Customer Care Operations Manager Resume
- Create call center dashboards that enable continuous improvement of the customer experience and operational effectiveness
- Exceptional leadership skills - ability to lead and influence cross-functionally, with leadership, peers, and subordinates
- High level of interpersonal skills to work with both internal and external customers. Proficiency in personal computer applications required
- Computer skills (fast user) and MS Office package knowledge
- Communication skills and teamwork,
- Proven ability to prioritize and multi-task in fast paced, dynamic environment
- High leave communication skills with cross-functional departments
10
Experience For Sup, Customer Care Resume
- Professional phone/email communication skills
- Proficient phone communication and resolution skills
- Demonstrate and help foster a culture of Customer Experience Ownership
- Demonstrated leadership experience with the ability to motivate staff in high volume production environment
- Advanced Microsoft skills (Word, Excel, PowerPoint, etc.)
List of Typical Skills For a Customer Care Resume
1
Skills For Customer Care Analyst Resume
- Strong interpersonal skills, including listening skill
- Prior customer service related experience and basic computer operation skills, accurate typing ablity (30 WPM or more) are needed
- Customer service experience (any type). Need steady work history, strong CS skills, computer, efficiency
- Strong communication skills to develop a strong rapport with internal and external customers
- Good interpersonal good communication skills
- Solid communication skills required in the customer centre previous work experience in customer service is an asset
- Advanced interpersonal skills and diplomacy, including sound communication and listening skills
- Strong interpersonal skills and the ability to develop a strong rapport with business users; ability to engage end users and determine the core business needs
2
Skills For Customer Care Team Leader Resume
- Good experience/skills in MS Office and administrative tasks
- Good listening skills with an attention to detail when listening (without being distracted)
- Excellent leadership, problem solving, team building and coaching skills
- Excellent planning and organizing skills, use systematic approach to manage and lead programs
- Strong problem solving, decision making and time management skills
- Excellent communication, organizational, motivating and strategic planning skills
- Problem solving skills and experience developing innovative solutions
- Results-focused, with an aptitude for handling multiple and changing priorities efficiently and effectively
3
Skills For Director of Customer Care Resume
- Strong technical background, including troubleshooting skills
- Strong selling, customer service and negotiation skills
- Demonstrated experience building collaboration to ensure a customer-driven service experience
- Good decision making and effective negotiation skill
- Strong attention to detail, analytical mindset and problem solving skills
- Communication Skills: Experience working with people at all levels in an organization on a global scope
- Prioritize to effectively manage customer concerns while maintaining the customer relationship (ie with customer recommits/backorders)
- Organization and prioritization skills, including follow-up
- Proficient in MS Office and basic Excel skills. (Basic Excel skill test required during interview.)
4
Skills For Customer Care Administrator Resume
- Demonstrate proficiency in both order processing and customer service skills
- Excellent communication skills (both oral and written), including the ability to explain very technical concepts in layman’s terms
- Strong software skills with handling of Windows XP / Windows 7, Microsoft Office
- Fluent in German, good English language skills (both verbal and in writing)
- Good organizational skills, multi-tasking with attention to detail and follow through
- Proven telephone etiquette skills
- Demonstrated ability to effectively work on cross-functional teams
- Excellent presentation and evaluation skills
- Strong Salesforce user, administrative, configuration, and reporting skills
5
Skills For Customer Care Director Resume
- Solid computer skills (Software Application, Case Management)
- Deliver outstanding customer service including excellent time management, conflict resolution, listening and empathy skills
- Excellent Portuguese language skills on native speaker level
- Excellent Persian language skills on native speaker level
- Excellent written and verbal communication skills in both Korean and English
- Excellent Brazilian language skills on native speaker level
6
Skills For Customer Care Lead Resume
- Search the Portal and follow directions on a client specific SharePoint page Other helpful skills or experience
- Effective public speaker and presentation skills
- Proficient to excellent skills in MS Office Suite
- Computer literacy and very good typing skills,
- Fluent Estonian, goodlanguage skills ofRussianandEnglish
- FluentLatvian,good language skills ofRussianand English
- Working knowledge of MS Office. Excellent oral and written business communication skills
- Excellent leadership, team building, and interpersonal skills
- Strong Salesforce user: administrative, configuration, and reporting skills
7
Skills For Customer Care Center Manager Resume
- Excellent customer service, phone etiquette skills
- Operate under the mindset of The Hartford’s Behaviors: Deliver Outcomes, Operate as a Team Player, Build Strong Partnerships and Strive for Excellence
- Excellent Spanish language skills on native speaker level
- Excellent communcation skills
- Good skills in mechanical work
- Good skills with installation of PC hardware and associated software
- Excellent organisational and administration skills with high attention to detail
8
Skills For Customer Care Account Specialist Resume
- Strong written/oral communication and presentation skills; ability to present data and its implications in a clear, concise, and insightful manner
- Manage multiple priorities and work effectively in a deadline-driven environment
- Strong technical skills and ability to communicate with clients on technical matters
- Microsoft Office Suite Good customer complaint resolution skills
- Understanding of escalated complaint processes, response techniques and advanced skills in mitigating/resolving complaints
- Coaching their team ensuring a training plan is in place to equip your team with the necessary skills and tools to perform their role
- Outstanding technical writing and verbal communication skills
9
Skills For Customer Care Operations Manager Resume
- Communicating effectively and professionally with both internal and external customers to resolve questions and issues
- Good critical thinking, inductive and deductive reasoning, system thinking, good judgement and high quality decision making
- Experience of working in a Customer Centric related role with proven success in delivering customer satisfaction
- In addition to education, 6 years of experience in call center and back office operations, including 2 years of experience managing a call center
- Sets challenging goals, delegates and coordinates effectively motivating staff to achieve department results
- Effectively perform and coach in the area of IMRM data analysis using Service Management BW reporting tool
- Manage incoming case queue coming through case management system to help resolve customer cases quickly and effectively
10
Skills For Sup, Customer Care Resume
- Fluent in English, with outstanding communication and interpersonal skills
- Proficient computer software skills including Siebel, JDE and Microsoft Office products (Word, Excel, Power Point, Outlook)
- Demonstrated training experience (individual and group)
- External Training –Soft/Technical Skills
- Strategic thinking and analytical Skills: Ability to look at each problem or data set from many different angles to find simple solutions
- Service oriented attitude with experience providing excellent customer service on an international basis
- Problem solving skills and the ability to take ownership of queries
- Experience prioritizing and/or manage time, projects, records, etc
List of Typical Responsibilities For a Customer Care Resume
1
Responsibilities For Customer Care Analyst Resume
- Excellent team leadership and project management skills
- Effective verbal and written communication skills are imperative
- Identifies training and knowledge management requirements to ensure correct level of skills and competencies in the department
- Commitment to keeping leadership skills current
- Demonstrated ability to interface and maintain effective relationships with all departments, business partners and employees in a team-oriented environment
- Deal effectively with ambiguity, make decisions and take action
- Align with Customer Care leadership to effectively deliver on strategy and initiative commitments to grow and retain customers for life
- Experience in technology. Experience in Dev Ops, SRE, or quality functions highly desirable
- Demonstrate experience in the development of efficient business processes
2
Responsibilities For Customer Care Team Leader Resume
- Effectively present and discuss Charter’s products and services
- Manage representative and customer interactions professionally and effectively
- Skills and Competencies required
- Good experience with Word, Excel and Outlook, Salesforce
- Use your advanced Excel skills to forecast short and long-term labor requirements
- Collaborative skills and ability to interact with people of different backgrounds and organizational levels
- Demonstrate the ability to prioritize a heavy workload and keep logs as needed
- Related Finance experience or customer service experience
- Specialized training beneficial -- Fluent in all major ContactCenter skills -- Consumer, Business, Loans, Online Banking and Bill Pay, Sales, Internal Support
3
Responsibilities For Director of Customer Care Resume
- Attain advanced Witness reporting skills, and achieve and maintain expertise in Witness system administration
- Invoicing experience required
- Experience in operational components of running an call center, including infrastructure technologies, processes, procedures and call handling tools
- Outbound communication for missing data, policy validation, corrections / updates, cancellation, reinstatement handling
- Maintain and demonstrate a working knowledge of SAP, JDE and Customer Care’s Standard Operating Procedures (SOP’s)
- Extensive experience in one of the following business areas: technical procedures, sales, and billing
- Uccessful experience in management demonstrating progressive leadership responsibilities in a role having significant business impact
4
Responsibilities For Customer Care Administrator Resume
- Passion for customer happiness and resilient to the pressures of delivering excellent customer service
- Prior to relaying final resolution to client, obtain Customer Care Manager's approval
- Experience working with SAP system as an advantage,
- Plans and drives effective strategies for the financial well-being of the company
- Demonstrate knowledge of relevant systems, products, processes, procedures, selling and retention techniques
- Proven track record of customer-centric, data-driven problem solving that improves business performance
- Operate in a rapidly changing environment with a sense of urgency
- Key priority, answering customer enquiries via telephone & salesforce
5
Responsibilities For Customer Care Director Resume
- Experience with documentation and regulations for exporting to SEA / APAC region
- Manage pressure and high expectations (with a good sense of humor!)
- Organized and detail orientated, with solid financial and commercial acumen
- Graduates with at least 5 to 6 years of experience in Health care Voice process
- Experience in at least two functional areas listed above
- Drive productivity through an efficient and effective order management and call centers
6
Responsibilities For Customer Care Lead Resume
- Experience of working to deadlines in a pressurised environment
- Skilled at assembling and working through cross-functional teams when required
- Excellent knowledge of management methods and techniques
- Proven ability to motivate people, inspire teamwork, and supervisor others
- Previous experience in order entry in customer service is an advantage
- Previous experience with SAP is an advantage
- Professional experience in corporate environment (internships, regular employment, etc.)
- Good English (B2) and Italian at min. B2 level,
- Proven success in leading large sales, customer service or retail teams is required
7
Responsibilities For Customer Care Center Manager Resume
- Experience being the technical lead for a user feature
- Experience in Unix environment and basic shell scripting
- Solid understanding customer success lifecycle management, technologies, and processes
- Attending an university curse related with work experience
- Give Feedback To Representative based on the Customer Experience
- Web development experience with PHP, Java, Python, JavaScript, or similar
- Strong relational database - MySQL, Oracle, PostgreSQL, or similar
8
Responsibilities For Customer Care Account Specialist Resume
- Partner across the Consumer Tax Group to ensure an optimal end-to-end customer and Pro experience
- Ensure a consistent end-to-end customer and Pro experience across all teams
- Collaboration and demonstrated ability to teach/educate Customer Care Specialists/Seniors
- Investigates and makes recommendations for policy-approved, but uncomfortable customer experiences and present findings to management
- Establish, review, and update processes and behaviors for customer success managers to deepen the engagement with customers with a delightful experience
- Experience with CRMs or email systems (Zendesk, Helpshift, Deks.com)
- A strong grasp of Microsoft Office tools (Word, Excel, PowerPoint, etc.) and Google Suite
- Experience with ETL
- Experience with data analysis in a high energy dynamic environment
9
Responsibilities For Customer Care Operations Manager Resume
- Monitor team’s workload to ensure priorities are aligned with demands
- Collaboration and demonstrated ability to teach/educate Customer Care Specialists
- Monitor interactions quality & effectiveness between advisors and customers
- Enforce a rigorous incident management and RCA process to protect customer experiences
- Experience with Contact Center Technology and operations highly desirable
10
Responsibilities For Sup, Customer Care Resume
- Experience in process design and documentation in eCommerce, Finance and/or Contact Center environments
- Identify training and skill gaps, and provide proactive feedback and recommendations for improvement
- Senior position generally has more experience and has greater responsibilities
- Advanced knowledge/experience of internet/phone operations and/or telecommunications call center
- Three years customer service with three to five years construction experience
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