Customer Contact Resume Sample
Alessia Hegmann
841 Crist Ridge,
Los Angeles,
CA
+1 (555) 988 1292
Work Experience
Customer Contact Manager
01/2018
-
PRESENT
Los Angeles, CA
- No. of inquiries received on the unsecured email site in Client Contact Support: approximately 20,000/year
- No. of customer correspondence inquiries: objectives per hour to be discussed with manager- Major ramifications involving reputational damage to the Bank (timely and appropriate correspondence with customers)
- Request information that could affect staffing/scheduling
- Plan work and work assignments and revise as required to ensure optimal team operation
- No. of customer correspondence inquiries: objectives per hour to be discussed with manager- Major ramifications involving reputational damage to the Bank (timely and appropriate correspondence with customer
- Experience in a larger contact center / call center environment
- Experience in chat, social and corporate/executive escalations environment
- Member benefits and eligibility related to the HMO, EPO/PPO, Medicare and Medicaid, CHP and
Customer Contact Center
08/2013
-
08/2017
Dallas, TX
- Resolve issues with respect to benefits and eligibility by researching documentation, system information or gaining knowledge from other employees, management or departments
- Interact with customers, document call specifics and demonstrate quality program behaviors to create an outstanding relationship with each caller
- Respond to member correspondence/email in writing utilizing an existing system to effectively respond to members
- Conduct orientation to new members by providing an overview of the Information and pertaining administrative policy
- Customer service experience in a professional environment required
- Excellent verbal and written communication skills with demonstrated ability to communicate ideas and information in a clear, concise and organized manner
- Customer service focus with a strong orientation for sensitivity and professionalism when handling customer calls, questions, and concerns
- Work independently and multi-task in a fast-paced and constantly changing environment
Customer Contact
10/2008
-
02/2013
Detroit, MI
- Strong computer skills including proficiency with Microsoft Office suite of products (specifically Word, Excel and PowerPoint) and the ability to learn and utilize custom banking systems and applications in a rapidly changing business and technology environment
- · Define business requirements and customize the program set-up features to the client's specifications and target KPI’s (Key Performance Indicators)
- · Coordinate corporate resources and services to meet client program objectives and KPI’s
- · Identify and communicate processes continually enhance the quality of services to clients as well as improvements to productivity and business/client financial goals
- · Prepare and review client bills for accuracy. Make revisions as necessary assuring billing accuracy and integrity
- · Provide consultative support to assist Client in meeting business goals. Additionally, offering solutions to enhance Client performance and expand the services provided
- · Client entertainment and business travel (to client and Operations sites) on regular basis for client meetings and operational reviews
- Accurately entering data via Windows-based environment
Education
Western International University
2003 - 2007
Bachelor's Degree in Business
Professional Skills
- Proven conflict resolution skills (Working)Probing / Investigative skills (In-depth)
- Selling Skills (In-depth)Expert communication and relationship building skills
- Provide on-going technical and soft skills training to enhance associates’ skills
- Excellent personal organisational skills – good balance of being proactive and reactive; ability to manage multiple priorities and complete tasks on time
- Term Investment Qualified Skills:Leadership Skills (In-depth)Role of Front Line Leadership Organizational Awareness
- Excellent written and verbal communication skills including the ability to analyse data
- Grow within and master your role by gaining additional skills and experiences in the same role,
How to write Customer Contact Resume
Customer Contact role is responsible for software, digital, training, solutions, excel, english, bpo, technology, analytics, commercial.
To write great resume for customer contact job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Customer Contact Resume
The section contact information is important in your customer contact 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 Contact Resume
The section work experience is an essential part of your customer contact 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 contact 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 contact position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Customer Contact resume experience can include:
- Knowledge use of basic math and English spelling and grammar skills
- Related experience and 2+ years people management experience
- Effectively utilise service enabling technologies and the CRM tool by creating, accurately recording and managing customer requests
- Oral and written communication skills (French & English) (in-depth)
- Control departmental budget efficiently and effectively
- Providing first point of contact for customer or internal escalations ensuring timely and effective resolutions
Education on a Customer Contact Resume
Make sure to make education a priority on your customer contact resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your customer contact 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 Contact Resume
When listing skills on your customer contact 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 contact skills:
- Great eye for detail with strong Word and Excel skills as well as a good level of analytical ability
- Effectively coordinates available resources, maximizing efficiencies to achieve the best possible customer experience with the most responsible investments
- Effectively advocates for Contact Center priorities
- Selling Skills (In-depth)
- Good looking, pleasant voice, nice manner, having customer service skill
- Analytical Skills (In-depth)Manage real time reporting monitors
List of Typical Experience For a Customer Contact Resume
1
Experience For Customer Contact Center Resume
- Responsible for the management of day-to-day operations of the contact centre and ensure adherence to processes (including ISO, COPC COE, etc where applicable), systems and schedules to drive service excellence, quality, productivity and maximize revenue generating opportunities
- Function as the contact point for escalated customer complaints and handle such cases effectively and professionally, exhibiting proactively and responsiveness to customer issues
- Advising on the travel itineraries – be part to create a seamless travel experience Impress customers from around the global
- Interact with external customers in a professional manner for effective service recovery and/or pay visits where Service Recovery actions are deemed essential
- Efficiently assimilates and synthesizes information from multiple sources, identifies complexities, assumptions, and risks to the business client experience
- Phone-based customer service experience
- Experience in customer contact center analytics in telecommunication industry required
2
Experience For Customer Contact Manager Resume
- Experience in call center interaction analytics and basic business statistics are required
- Builds and maintains strong relationships with external customers
- Respond to complaints and logistics and the follow-up the corrective actions implemented and their effectiveness
- Ensure the effectiveness of the computer links with customers
- Taking personal ownership and responsibility to help the customer understand the impact of their financial situation and directing them appropriately
3
Experience For Customer Contact Agent Resume
- Responding to other departments’ enquiries through a variety of channels
- Lead various functional areas including service delivery, Life & Retirement, and Leadership Enablement teams
- Leads projects and participate in teams focused on driving business strategies for the Customer Service organization
- Measures work requirements, employee potential, and recommends staffing
- Completes operational activities to deliver appropriate resolution enhancing the full solution of our business account services value propositions
4
Experience For Specialist, Customer Contact Center Resume
- Responsible for generating quotations for the renewal of service agreements for current EMD Millipore Lab Water customers
- Monitor the compliance according to regulations of Manulife’s ALM/ATF policy
- Provide coaching to improve CS performance
- Automate productivity and monitoring reports of CS to strengthen control
- Support CSR to fulfill admin procedures according to clients’ requests
- Prepare monthly reports, evaluate the working result to Management
5
Experience For Customer Contact Specialist Resume
- Be an active member of an 'independent' team within the existing Customer Services Division
- Flexibility to work on shift schedules (including overnight and weekend)
- Personal lending qualifications with limits (UDL and BFS)
- Participate in the updating of data in the computer system: endorsements, awards, additional data ..
- Receive and analyze (send analysis of the programs variation to customers at each integration) the clients’ needs, ensuring compliance with them
- Program in quantity and time both production and supply, according to the expressed needs by the customer or the production plan
- Ensure and follow-up the administrative devolution by the customer and make the link between quality service and accounting
- Assist supervisors or advisors to handle difficult and complicated claim issues, complaints that require consultation with solicitors or cases involving legal proceedings. (Assist them to handle issues as a consulting person not as a person who helps the supervisor manager)
- Review and improve existing customer contact handling processes to ensure relevance to the dynamic business environment with a view towards establishing and maintaining a competitive advantage
6
Experience For Quality Customer Contact Resume
- Participate in regional steering workgroups such as project teams and workshops, representing the country office or CS function, as assigned by the National CS Manager
- Lead and drive customer satisfaction by providing best in class service to customers in order to gain a more competitive advantage in business
- Ensure that AOP Budget for revenue generation in the CS Department is met and achieved
- Manage and drive initiatives in the Customer Contact Centre within the approved budget
- Provide and support company goals
- Lead employee value proposition initiatives for Customer Service organization
- Works with change management and integration of various work streams within the organization
- Manages multiple front-line leaders, including virtual leaders, by providing appropriate direction, monitoring employee and division/department performance and implementing action plans
- Career counsels with frontline leaders/direct reports, evaluates and administers performance management
7
Experience For Team Manager Customer Contact Center Resume
- Provides training and performance feedback, encourages adaptation to changing business objectives, recognizes individual/team contributions and encourages celebration of accomplishments
- Executes operational tasks individually or through cross-functional partnerships with other teams
- Provides client support to various Best Buy Direct capabilities, including promotional transactions for Business Incentives, Best Buy Direct e-commerce, triage and advocacy for B2B2C clients as needed
- In addition, the CCCS provides post-sales support to resolve operational issues and billing inquiries
- Have extensive use of Microsoft Office and an aptitude for using eBusiness Tools
8
Experience For Manager, Customer Contact Center Resume
- Responsible for generating quotations for the renewal of service agreements for current MilliporeSigma Lab Water customers
- Utilizes systems (CRM and Microsoft Office) to descriptively documents all customer interactions to ensure quality follow up
- Attend weekly and daily staffing review meetings with management and forecast/scheduling analysts detailing previous and current week’s performance and forecasted performance of remainder of current week and next week, while also identifying risks
- Demonstrable experience within a similar role
- An excellent telephone manner is essential and a knowledge of SAP would be advantageous
- Increase/Decrease staffing levels throughout the day to hit SLA goals
- Fill overtime and VTO availability
9
Experience For Director of Customer Contact Management Resume
- Approve other activities to increase efficiency/ hit SLA goals
- Communicate identified Intraday risks to management and other Intraday analysis
- Be able to thrive in a very busy and varied environment
- Perform research using a variety of different databases, including MilliporeSigma's customer history database, service management database, contract management database, installation database and financial database, all of which store inquiries and information that has been received from a customer and/or prospective customer
- Interaction with Field Service Engineers, Customer Care Managers, and/or Application Specialists to provide best in class service to our customers
10
Experience For Customer Contact Executive Resume
- Work closely with Order Management team to ensure that quotations are entered accurately and follow up regularly to ensure that product is shipped as required for all PM visits
- Guide clients to fullfil admin procedures according to clients’ requests
- Perform other miscellaneous tasks as delegated by the Management
- Quarterly mini-survey to clients as Customer Relationship Unit’s request
- Contact clients to ask clients’ address and guide client to address change request (if any) in case mails are returned
- Check client’s potential name match against terrorist on Bridger and input new policy
- Request and delivery issued invoice to Client when Client’s request
List of Typical Skills For a Customer Contact Resume
1
Skills For Customer Contact Center Resume
- Digital fluency – strong systems and computer skills and experience across full spectrum of systems and technologies in use
- Prioritize, schedule effectively, and meet deadlines
- Demonstrated ability to administer HR systems and processes efficiently and effectively
- Communication and interaction skills, including tact and diplomacy to exchange and escalade information throughout organization
- Leadership Skills (In-depth)Role of Front Line Leadership Organizational Awareness
- Communication skills (verbal and written) (In-depth)
- Term Investment Qualified Skills
- Work effectively in a fast-paced, dynamic team environment
2
Skills For Customer Contact Manager Resume
- Time and organizational skills
- Outsourcing industry experience would also be advantageous
- Experience of leading, inspiring and motivating a large operational team in a union-based environment.
- Partakes in, and adheres to, training programs and quality assessment standards for effectiveness in supporting departmental goals and objectives
- Experience analyzing processes and developing recommendations on process improvement
- Showcases a strong desire to develop future leaders by teaching and coaching personal best practices
- Experience supporting Billing and Video products is required
- Analyze reports and make recommendations Communications (In-depth)Effective Listening
- Lending call centre experience Credit Qualified without Personal Limits
3
Skills For Customer Contact Agent Resume
- Solid understanding of business concepts for large national and international corporations, as well as CEB’s product portfolio
- Experience with Qfiniti and Verint monitoring tools
- Experience leading teams
- Experience supporting HSD & Phone Repair products is required
- Investment call centre experience
4
Skills For Specialist, Customer Contact Center Resume
- 10%: Operational Efficiency & Effectiveness
- Work abroad, ideally with experience abroad
- Experience in an office, call center, or customer contact environment
- Experience in product area with 1-3 years in management role
- Operational Experience in customer claims management, or call center implementation min 3 years
5
Skills For Customer Contact Specialist Resume
- Two to three years previous call center experience
- Experience with call centers or switchboard operations
- Handle Customer Complaints timely in accordance with procedures to make sure solutions satisfy customer with an excellent service
- Assisting MilliporeSigma Contract Sales Rep's to renew existing service agreements based on assigned territories by the management team
- Assisting Contract Sales Rep's to renew existing service agreements based on assigned territories by the management team
- Understanding of the inter-departmental dispute resolution proces
6
Skills For Quality Customer Contact Resume
- Understanding of Continuous Improvement principles
- Responding to other Departments’ Mortgage enquiries
- Providing subject matter expertise in relation to BMO products, policies and procedures
- Maximizing potential in self and others
- Programming and scripting of computer systems and call flow management
- In-depth knowledge and understanding of Sales/Service Operation Working knowledge of competitive market place and trends in product offering
7
Skills For Team Manager Customer Contact Center Resume
- Maintain detailed customer notes, in an electronic tracking system, documenting every contact with a provider and reporting potential issue to the Team Manager
- Quality Assurance Monitoring and Coaching Expert knowledge of all sales products, services, processes and procedures, and interrelationships
- In-depth knowledge and understanding of Sales/Service Operation Working knowledge of competitive market place and trends in product offerings
- Goal Setting and Coaching
- Employees: Employees: 100+ staff, managing supervisors with approx.15:1 span of control; as well as a unique contract supporting the agent population
8
Skills For Manager, Customer Contact Center Resume
- Serves as a role model, displaying and instilling an environment of trust, openness, participation and integrity
- A passion for customer service and for motivating a high performing team in a fast-paced environment
- Monitor and update Team KPI’s, using KPI information drive team to improve call handling & response times
- Be willing to undertake training on in house systems
- Sales & Service Management: Working
9
Skills For Director of Customer Contact Management Resume
- Advanced Office Tools (MS Office)Knowledge of banking platforms utilized
- Presentation and tools (MS PowerPoint)Meeting facilitation
- Contact Centre Technology Basics (In-depth)Monitoring
- Knowledge and understanding of sales and service technologies
- Some success working in a similar and/or related sales and service environment (Basic)
- Some understanding of Risk Management and Compliance (Basic)
- Service Level Contracts: Responsibility for real time and strategic management of service level objectives being supported by one total population
10
Skills For Customer Contact Executive Resume
- Brings individuals together, focusing on teamwork and pursuit of common goals
- In depth knowledge and understanding of a sales & service operation
- Proactive in identifying issues and able to communicate them clearly to the business
- Has a passion for customer service and working with a team of associates
- Open minded and active listening
- Manage day to day operations of Contact Center function. Accountable for ensuring team and department goals are met
- Responsible for driving employee engagement, development, and career growth
List of Typical Responsibilities For a Customer Contact Resume
1
Responsibilities For Customer Contact Center Resume
- Analytical, organizational and motivational skills (excellent)
- People Management skills (excellent)
- Oral and written communication skills (English only) or (Bilingual (French and English))
- Customer Contact Centre Management Skills
- Software skills (DHL Systems) (preferable)
- English Communication skills - spoken and written (Bilingual Desired)
2
Responsibilities For Customer Contact Manager Resume
- Experience working with GSE’s
- Typically has 8-10 years related mortgage industry experience
- Experience in an office, call center, or customer contact environment
- Good knowledge of logistic contact clients
- Experience in quality management system such as ISO and COPC-2000 (preferable)
- One year of previous call center experience
3
Responsibilities For Customer Contact Agent Resume
- Knowledge and experience in business, leadership and management
- Demonstrates personal initiative and ability to see tasks to completion
- Providing written and oral communication to policyholders, agents, providers, and others regarding inquiry status and resolution
- Proactively monitor team results, analyzing where improvements can be made and identifying root cause and implementing change
- Organize according to customers, the delivery plans of salable product and the dispatch of empty packaging
- Promote and ensure the best practices regarding Health, Safety and Environment respecting the Plant and Group policy
4
Responsibilities For Specialist, Customer Contact Center Resume
- At least 3-5 working year in dealing with customers
- Provide written feedback to EAs and supervision on the quality of customer service being provided
- Proficient in using Microsoft Word, Excel, and PowerPoint
- Recognise and deal with complaints, complex emails and respond to messages via My HPF whilst maintaining professionalism and empathy at all times
- Use internal influence to ensure that CEB’s full capabilities are brought to bear in serving our clients
- Expert familiarity of Freddie Mac Selling Guide
- Manage the packaging return
- Proactively identify staffing needs and hire/on-board the right candidates to fill those roles
- Responsible for hiring, development and performance management of staff. Conducts performance reviews with all staff. Makes compensation decisions
5
Responsibilities For Customer Contact Specialist Resume
- B2C4.1.6 Perform Dunning
- Foundational knowledge of Service enabling technologies such as CRM, Livechat and Chatbot
- Ensure client’s information is kept confidential at respective locations
- Perform research using a variety of different databases, including EMD Millipore's customer history database, service management database, contract management database, installation database and financial database, all of which store inquiries and information that EMD Millipore has received from a customer and/or prospective customer
- Perform other miscellaneous tasks as delegated by the Management team
- Hỗ trợ công tác chuẩn bị các lớp MIT tại khu vực (Handle logistics for MIT classes)
6
Responsibilities For Quality Customer Contact Resume
- Handle issues at location completeness, accuracy and timely
- Review and monitor activities at location to ensure they comply with company policy and Ops procedures
- Analyze, investigate for root cause and propose improvement actions quantitatively and qualitatively
- Support CSR to reply clients’ difficult inquiries about policy and admin procedures related to policy
- (Thực hiện các báo cáo cuối tháng, đánh giá kết quả hoạt động trong tháng)
- Monitor CS KPIs and propose solutions for achievement but not limit to collection service and policy admin
- Uses various CCC customer measurements (i.e. After Call Survey, Quality Assurance, JD Power, and Escalated Calls) to compile and track customer satisfaction performance and to perform root cause analysis, identify trends, and present recommendations to CCC leadership
- Uses MS Office Suite tools to create and edit complex reports, graphs, and presentations. Convert information from one format to another, uses advanced functions to generate non-standard reports from business applications and databases
- Leads the customer satisfaction action team to identify and implement strategies that support improved customer service
7
Responsibilities For Team Manager Customer Contact Center Resume
- Provides analyst support to customer experience project managers. Creates and maintains project documents and executes on project deliverables. Supports the implementation of projects related to customer satisfaction
- Provides information and assistance to providers, agents, policyholders, and others by responding to telephone inquiries from CHCS third third-party administrator clients for;, LTC Policies,
- Accurately provide information regarding various insurance questions (i.e., verification of benefits, claims status) by accessing and updating software system data within company response standards
- Provides service and follow-up on insurance questions by researching company records to obtain information requested by customer, performing routine transactions, and retrieving results from an online terminal
- Complying with company regulations regarding Privacy, confidentiality, and private health information
- Maintains working knowledge base of all company products and services, and assists in the development of the level 2 counterparts
- Providing written and oral communication to policyholders, agents, providers, and others regarding inquiry status and resolution Responds to caller’s inquiries within an allotted amount of time, and follows up as promised in regards to escalated issues and situations
- Chi trả các khoản thanh toán cho khách hàng (Disburse money to client according to respective DNRs)
- Checks escalation log multiple times within a week, and ensures that open escalations are closed properly.
8
Responsibilities For Manager, Customer Contact Center Resume
- Initiate and complete CASE 360 Documentation, checklists, and supportive clerical responsibilities as necessary
- Ability and Flexibility to work various shifts as required
- Able to type speed of 35 wpm with 95% accuracy rate
- Responds to caller’s inquiries within an allotted amount of time, and follows up as promised in regards to escalated issues and situations
- Hỗ trợ thực hiện công việc của bộ phận khi cần (Support daily team tasks when necessary)
9
Responsibilities For Customer Contact Executive Resume
- Language fluency in English is required. French or Cantonese and Mandarin fluency is an asset
- Demonstrable capacity to thrive in a high-change, entrepreneurial, and often ambiguous business environment
- Follow up with the customer any settlement of invoices in a litigation situation
- Analyze and follow up on a customer’s non-compliance complaints about their revenues
- Notice in advance the customers about deliveries, when required
- Perform Invoice Pre-Process-Manual
- Archive and Retrieve Documents
- Contacts overdue customers and chases for payment in accordance with rules set by the engagement
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