Customer Care Consultant Resume Sample
Grace Blanda
94382 Delta Knoll,
Philadelphia,
PA
+1 (555) 815 3533
Work Experience
Customer Care Consultant
02/2018
-
PRESENT
New York, NY
- To assist customers with any issues with regards to their returns or their orders via emails or by phone
- Communicate promptly any information to customers about their orders
- To help customers to register online and/or to process their orders
- Deal with complaints and escalation process where necessary
- To handle difficult customers with professionalism
- To be able to deal with customers with late returns and faulty goods
- Liaise with Fulfillment for any issues with customers’ orders
- Liaise with Shipping department over issues raised by customers with regard to either orders or returns
- To assist Finance Department with customers on security checks (calls or emails)
Mortgage Customer Care Consultant
02/2012
-
12/2017
Los Angeles, CA
- Liaise with Finance for any accounting enquiries and flag accounting issues raised by customers
- Active use of order tracker and order database
- To help customers with product enquiries
- Audit peer’s order entry into the system to ensure accuracy
- Provides training and has close collaboration with existing and prospective customers
- Provides a consultancy services to existing and prospective customers
- Becomes a trusted expert and subject matter expert on BD Rowa solutions and training approaches and processes
BRT Customer Care Consultant
10/2007
-
01/2012
Chicago, IL
- Establishes, develops and maintains business relationships with current and prospective customers
- Works closely with the sales team in supporting the growth strategy
- Works closely with Key Account Management to support the growth strategy
- Takes a leading role in New Product Launches and pilot testing
- Plans and proactively follows up on existing customers, documenting progress
- Expedites the resolution of customer problems and complaints and works closely with other peers in the organization to provide quick and effective solutions
- Supplies management with verbal and written reports on customer needs, problems, interests, competitive activities and potential for new products and services
- Keeps abreast of product applications, technical services, market conditions, competitive activities, advertising and promotional trends through the reading of pertinent literature and consulting with marketing and technical service areas
- Participates in trade shows and conventions
Education
National University - San Jose Campus
2002 - 2007
Bachelor's Degree in Software Engineering
Professional Skills
- Strong communication skill and interpersonal skills
- Excellent communication skills specifically in regard to building relationships with customers
- Strong interpersonal, organizational and time management skills are necessary
- Strong customer relations skills, professional and courteous telephone manner with ability to deescalate
- Excellent interpersonal skills with the ability to influence others at all levels
- Excellent customer service skills. Ability to quickly identify and respond to internal and external customer needs
- Possess strong analytical skills to resolve customers’ problems, complaints and handle feedback
How to write Customer Care Consultant Resume
Customer Care Consultant role is responsible for interpersonal, customer, negotiation, mortgage, finance, credit, training, database, security, compensation.
To write great resume for customer care consultant job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Customer Care Consultant Resume
The section contact information is important in your customer care consultant 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 Consultant Resume
The section work experience is an essential part of your customer care consultant 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 consultant 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 consultant position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Customer Care Consultant resume experience can include:
- Work effectively with cross-functional teams to include Sales, Channel, Support, Engineering, Operations, etc
- Demonstrates the ability to interact and cooperate with all BD/CareFusion employees both within the UK and international markets
- Building of a strong BD/CareFusion Rowa reputation within the market place
- Self-motivated - demonstrates personal drive and ambition, fostering innovation, focusing on delivery to our customers
- Experience in using Microsoft Office Suite Package
- Experience in driving cross functional collaboration
Education on a Customer Care Consultant Resume
Make sure to make education a priority on your customer care consultant 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 consultant 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 Consultant Resume
When listing skills on your customer care consultant 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 consultant skills:
- Good communication skills in both English and Cantonese
- Proven ability to solve problems systematically and effectively, ensures high customer satisfaction
- Pro-active team player with good interpersonal skills
- To resolve customers’ problems or complaints by applying appropriate skills and escalate the case to Team Leader when necessary
- Answer incoming mortgage customers’ calls and provide requested information – use your unique skills to prevent returned calls within a 7 day window
- Strengths in multi-task, leadership ,interpersonal and time management skills
List of Typical Experience For a Customer Care Consultant Resume
1
Experience For Customer Care Consultant, Creditea Mexico Resume
- Willingness to travel and has valid driver’s license
- Deliberate customer experience through creation of emotional connections and sensations (Trust, Cared For and Pleased)
- Prior financial services (life insurance and annuity) personal production history desired
- A strong sense of urgency and a desire to succeed
- Attend to customer claim requests and enquiries in a timely and professionally to deliver world class customer experience
- Stakeholder management to drive the superior customer experience and efficiently solve service failures and handle complaints
- Deliver excellent quality service and handle customers’ enquiries and requests efficiently
2
Experience For Mortgage Customer Care Consultant Resume
- Exposure to customer-orientated environment and/or call centre experience
- Accurate logging of all contacts and following up on action plans using a case management system
- Handle all complaints in a pragmatic and focused way, taking learning and being focused on customer retention and advocacy
- Support the internal functions and Global Shared Services to overcome all claim issues in servicing customers
- Identify cross-sell opportunities and to up-sell company’s products and services proactively during customer interaction
- Be a great team member, supporting your team to be efficient, focused and generate profit
- Ensure that new customers are well trained and supported
3
Experience For Customer Care Consultant With Italian Resume
- Work with existing customers to ensure they are up to date on the latest developments, well trained and our systems are running smoothly within their environment
- Exceptional knowledge of Rowa solutions and UK Pharmacy processes and systems
- Customer satisfaction and customer referrals
- Plan and coordinate efforts with the sales and service teams
- The ability to adhere to Sutherland’s policies and procedures
- Use information for proactive management of exceptions and issue resolution
4
Experience For BRT Customer Care Consultant Resume
- Actively engaging stakeholders in other functions locally and globally to drive the superior customer experience and efficiently solve service failures and handle complaints
- Deliver customer satisfaction through ‘on-the-spot’ issue resolution within authority empowered to efficiently handle daily interactions with customers
- Delivering exceptional customer service face- to-face and over the phone, booking orders using dealership booking software in challenging time and cost restraints, being mindful of customer satisfaction and retention
- Building strong rapport and relationships with existing and potential customers, with the aim of increasing the Service Department revenue and customer awareness of other dealership services and products
- Proactively contacts policyholders and contract owners who are nearing maturity in their life insurance policies and annuity contracts
- Proactively seeks new sales opportunities, recognizes any obstacles to approaching these opportunities and works with Manager in overcoming these obstacles/barriers
- Accepts leads from Policyholder Services and recommends products appropriate to fill customer’s determined needs
- Conducts needs analysis, provides illustrations and assists with application process
5
Experience For Customer Care Consultant, Builder Resume
- Stays current on all products within the representative’s capacity and changes in the insurance industry
- State Life & Health license required
- Demonstrated knowledge of a broad range of financial services products and product applications, including universal life, variable universal life, term insurance and fixed/variable annuities
- Promptly resolves internal and external customer problems
- State Life & Health license required (within first 3 months of employment)
- Be the primary and first contact point for Insurance Companies, Centre Claims, and Surveyors, when clarification, additional information or coordinated actions are required
- Ensure compliance against the Global Claims Policies
- Support the process improvement initiatives through applying project management and lean/six sigma methodologies to achieve sustainability within the Customer Service department
- Proactive management and systematic exception handling and issue resolution
6
Experience For New Customer Care Consultant Account Resume
- Service-oriented mindset towards internal and external customers
- Manage customer’s expectations and take ownership of customer’s requests
- Feedback customer’s concerns to Team Manager for service improvement
- To update complete and accurate information on customer interaction in the Customer Relationship Management (CRM) system
- Maintain amicable work relationship with colleagues and business partners
- Assist with ad hoc initiatives / projects when delegated by management
- Fresh Diploma, Higher Nitec, Nitec holders are welcome to apply
7
Experience For Customer Care Consultant Resume
- Knowledge of Call Centre Systems & MS Office
- Preferably with Certificate in General Insurance
- Enthusiastic and self-motivated individual, able to work in a fast pace customer focus and dynamic environment
- Establish a personalised relationship with the client (external or internal) in order to optimise the service provided
- Answer to the clients enquiries (deadlines, shortages, information, disputes) in an efficient and professional manner
8
Experience For Customer Care Consultant, Creditea Mexico Resume
- Record, Analyse and follow up the disputes situations (complaints, returns…) in collaboration with the Credit team, the sales team and the physical distribution
- Use customer feedback to drive improvements to service
- Ensure the continuity of service by backing up the rest of the team and participating to the training of new collaborators (transfer of knowledge, sharing best practices…)
- Promote new digital and online services
- Salary 18k gross a year
- Company benefits like life insurance, accident insurance
- Meet and exceed our service standards
- Focus on the details; process and handle data carefully
- Fully maximise on technology that is available
9
Experience For Mortgage Customer Care Consultant Resume
- From the offset, maintain and deliver high levels of customer service in handling transactions, administering processes connected to the loan application and in dealing with collection of payments
- Get excited about the benefits
- Watch our interview tips video
- Find out more about Customer Service
- Analyze break/fix issues and work with empathy and sense of urgency to deliver solutions to meet customer/partner needs
- Ensure all critical cases or highly complex situations are quickly transferred to appropriate senior staff member for immediate attention and proper escalation
10
Experience For Customer Care Consultant With Italian Resume
- Contribute to the knowledge base and create knowledge base materials
- Works directly with customers in the timely and accurate resolution of standard and complex technical problems, questions and other technical issues
- Work with external team to perform case resolution/closure on issues that are beyond his/her ability to resolve
- Work with customers, development teams or other support teams to resolve product issues
- Perform periodic preventive maintenance at customer site
- Participate in new product releases and beta cycles to ensure information and training requirements are met to support new products and to improve overall product quality
- Capture all contacts through the Help Desk and complete necessary recommendations through root cause analysis with the goal of improving the customer experience at all levels of the business
List of Typical Skills For a Customer Care Consultant Resume
1
Skills For Customer Care Consultant, Creditea Mexico Resume
- Work through resolution of technical service issues according to standard processes and procedures and have a good understanding of complex product issues
- Have good understanding of the Financial Industry
- Proven and successful track record in training, consultancy and/or a sales support role
- Computer literacy with a good working knowledge of Microsoft Office and CRM
- Experience in insurance / banking / financial services industry is an advantage
- Ensure customer satisfaction by delivering best customer experience
- Worklist and time management experience
2
Skills For Mortgage Customer Care Consultant Resume
- 18 months to 3 years’ experience in a registered and licensed sales and service role in the financial services field
- Attract trust and engender strong relationships with the customers
- Assimilate complexity and to handle multiple-priorities
- Experience in call centre operation workflow and procedures
- Good command in spoken and written English and Chinese
- Sorting & sending of policy documents,including re-prints where necessary
- Balancing and closing off daily payment transactions for all insurance lines
3
Skills For Customer Care Consultant With Italian Resume
- Demonstrating and living the BD values and beliefs
- Sending out of policy documents
- Processing of GIRO applications
- Formal customer service training is an asset
- And handle challenging customer contacts
4
Skills For BRT Customer Care Consultant Resume
- Submission of DDE coding sheets to Systems
- Able to make outgoing phone calls to external parties related to policy administration
- To handle other ad hoc projects and policy system testing as and when required
- An awareness of complaints procedures, training and competency frameworks and Financial Ombudsman Service
- Retrieval & filing of document policies
- Payment collection reconciliation Processing of GIRO applications
- Knowledge and understanding of the Retail Pharmacy IT landscape (PMR) would be an advantage
- Enjoys training and wants to make a difference to our customers
- Love our customers and enjoy interacting with them in a friendly but focused way; whether by email, social media, telephone or in person
5
Skills For Customer Care Consultant, Builder Resume
- Applies customer-centric approach, providing timely service and appropriate follow-up activities
- Build relationships with existing and prospective policyholders within defined criteria
- Dynamic work environment in a growing multi-national company
- Be the primary and first contact point for customers and sales teams on claims matters, by displaying timely, precise and professional responses
- Proactively ensure orders processing and follow up until the delivery
- Receive incoming enquiries from our customers and the dealer network
- Engage with our customers during their journey with MBFS
6
Skills For New Customer Care Consultant Account Resume
- Polite and courteous telephone manner is imperative
- Basic Maths and English to solve some more tricky queries..... but don’t worry, calculators are our friend
- Adaptability. Change is key to our business and our people get excited about the next new task around the corner
- Able to work flexible hours-day, evenings and weekends as exist in call center is a requirement
- Strength in Microsoft Office products
- Support customer submissions, enquiries and request promptly, accurately and professionally
- Generate quotations for relevant consumer lines products
- Data entry and generate new policies, renewals, endorsements and cancellations
- Handle customer or partner payment transactions
7
Skills For Customer Care Consultant Resume
- Payment collection reconciliation for all insurance lines
- Liaise with internal departments and external partners to satisfy customer requirements
- Participate in new product or service launch related initiatives
- Handle enquiries (hotline, counter, written correspondence) from external customers, direct sales force agents, intermediaries, brokers and other business partners in a high quality service standard
- Handle customer complaint and provide "options & solutions" to settle the case with customer satisfactory
8
Skills For Customer Care Consultant, Creditea Mexico Resume
- Support the reception counter operation
- Log and report the enquiries data timely and accurately
- Assist to prepare the service data report for management review regularly
- Generate quotations for relevant consumer lines product
- Data entry into relevant frontline systems such as e-Start,
- Workflow Tracker, File Retrieval System
9
Skills For Mortgage Customer Care Consultant Resume
- Preparation of Renewal Notices
- To feedback customer’s comments to Team Leader for service improvement
- To promote/conserve the company’s products and services proactively when opportunity arises
- To maintain amicable work relationship with other members of the CSG and business partners
- Sales Skills: Ability to work cooperatively with the case manager in order to uncover appropriate sales opportunities. Experience in conveying investment knowledge confidently. Works in tandem with the case manager to ensure suggested products and services meet the client’s needs and objectives
- Experience and knowledge about DICOM standard
- Results-orientated and able to work both independently and within a team environment
- High personal accountability & integrity
10
Skills For Customer Care Consultant With Italian Resume
- Courage to drive through change in a professional manner
- Passion to “make a difference” to health
- Proactive and the ability to take initiative with a ‘can do’ attitude
- High level of commercial awareness within the UK Healthcare and/or retail arena
- Challenge, collaborate and solve problems creatively
List of Typical Responsibilities For a Customer Care Consultant Resume
1
Responsibilities For Customer Care Consultant, Creditea Mexico Resume
- Provide coaching, training, policy and procedural recommendations through root cause reporting and analysis for call center and store associates to improve future customer experiences
- Liaise with store managers and district staff as required to resolve customer inquiries and concerns; as well as other corporate departments such as eCommerce IT, Fullfillment and Marketing
- Ensuring full understanding and of all established and new departmental guidelines, policies and procedures in addition to ensuring compliance with all
- Responsible for supporting management team with any ad hoc requirements
- Support as needed the Customer Care call center phone queues in high peak periods
2
Responsibilities For Mortgage Customer Care Consultant Resume
- Abilty to be Customer Service focused and be able to understand all dynamic promotions, programs and evolving processess/programs at the store to ensure understanding of our store/customer environment and respond with accurate responses and resolutions
- Focused and achievement oriented
- Embodies trust, integrity and ethics inside and outside the Company
- Qualification in IIQE paper I, III and V is preferable
- IIQE paper I, III and V passed is an advantage
3
Responsibilities For Customer Care Consultant With Italian Resume
- Knowledge in life and/or general insurance products
- Qualification in IIQE Paper I, II, III & V is preferable
- Proficiency in Microsoft Offices, e.g. Word, Excel, PowerPoint, etc
- Familiarity with MS SQL database server, VMware, MS Server application and network technologies
- Self-driven, independent, humble and team spirited
- Exhibits leadership through personal responsibility, accountability and teamwork
- Be the first level support for the call center of escalated customer inquiries (telephone, chat,email, ticket, social media, refund, gift card and office of the president contacts and escalations) in a timely and courteous fashion; investigate issues and complete follow up with the customer. Resolve customer concerns in accordance with established policies and procedures
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