Customer Experience Representative Resume Sample
Murray Gleichner
2522 Valerie Pass,
New York,
NY
+1 (555) 687 6072
Work Experience
Senior Customer Experience Representative
08/2015
-
PRESENT
Chicago, IL
- Read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of an organization
- Detailed knowledge of contracts, benefit coding, enrollment regulations, and legal issues such as HIPAA, COBRA, OBRA, and MSP are required upon completion of training
- Document all applicable customer contacts / warranty claims in applicable software systems
- Responsible for staying current on pertinent product and customer issue
- Assist in developing and delivering technical and troubleshooting curriculum to a wide audience
- Interpret basic signal trace data (CAN, SAE protocols) using MS Excel or similar system
- Collaborate with the warehouse staff such as prep teams, service technicians, driver teams, etc., to conduct audits of customer product staged in the warehouse lanes at the beginning and/or end of the day
- Communicate the customer’s situation and perspective when situations require a 2nd (or additional) delivery due to an error or issue on the Company’s part; communicate with the customer during the audit process as necessary
Customer Experience Representative
04/2009
-
05/2015
San Francisco, CA
- Collaborate with the driver check-in team, the delivery driver, the delivery representative, and others if needed, to review the returned items. Capture all information regarding returned items; gather driver comments regarding issues and returns, review driver paperwork for additional comments and make notes during the returned product review process. Make recommendations to ensure proper coding
- Take immediate action on returned items to ensure the most prompt and efficient resolution for our customers
- Participate in reviewing and making recommendations to standard operating procedures to gain uniformity among all departments such as: HomeStore staff, service technicians, distribution center staff, delivery drivers, Customer Care, etc
- Demonstrate the Company’s Core and Growth Values in the performance of all job functions
- Diagnose customer needs and/or concerns; display exceptional decision-making and problem solving capabilities to take immediate action and provide 100% resolution of all calls
- Handle upset customers, communicate company policy and use highly developed negotiation skills to provide alternative approaches to resolve complex customer issues
- Follow up with customers to ensure satisfaction, one call resolution, respond to queries, solicit further sales and solve problems
International Customer Experience Representative
10/2003
-
10/2008
Los Angeles, CA
- Communicate with customers via multiple channels to resolve difficult service issues
- Provide adjustments as needed to resolve billing or service issues and/or disputes; refer complaints of service failures to other departments for investigation as deemed necessary
- Ensure the appropriate tracking of all calls for reporting purposes
- Provide feedback to Leadership regarding trends
- Work closely with members of Leadership in Route Operations to resolve any and all customer issues
- Leverage relationships with other business partners and/or departments to ensure resolution of issues
- Responsible to provide support to the Executive Team in handling corporate escalations
- Provide exceptional service to all customers while taking every approach to provide satisfactory resolution to ensure continued customer loyalty to our brand
- Professionally deal with conflict
Education
University of Pittsburgh
1998 - 2002
Bachelor's Degree in Logistics
Professional Skills
- Strong computer skills, working knowledge of MS Office (Word, Excel, Outlook)
- Demonstrates advanced customer service skills including the ability to handle complex or difficult situations in a professional and tactful manner at all times
- Excellent written and oral communication skills in either French, Dutch or Spanish and English
- Data accuracy with strong computer literacy skills using Word, Outlook, Excel (basic)
- Excellent verbal and written communication skills, with the ability to confidently interact with a broad range of customers
- Excellent written and verbal communication skills with the ability to collaborate cross-functionally
- Strong interpersonal, written, communication and organizational skills
How to write Customer Experience Representative Resume
Customer Experience Representative role is responsible for customer, shipping, english, japanese, organizational, interpersonal, insurance, research, spanish, analytical.
To write great resume for customer experience representative job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Customer Experience Representative Resume
The section contact information is important in your customer experience representative 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 Experience Representative Resume
The section work experience is an essential part of your customer experience representative 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 experience representative 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 experience representative position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Customer Experience Representative resume experience can include:
- Maintains accurate and timely information provided by internal departments for physician referrals and class/event schedules. Includes entry of information into database as well as upkeep. Maintains accurate documentation related to this work
- Maintains and organizes class and event schedule as well as physician profiles within a database, paperwork and/or documentation and ensures the confidentiality of those items
- Effectively gains the customer’s cooperation to work through the troubleshooting process, ensuring customer problem resolution
- Proactively engaging with customers to identify and effectively addressing needs
- Make decisions in a timely and professional manner, analytical ability, initiative, and problems solving skills
- Delivering positive experiences for customers, in a time of need
Education on a Customer Experience Representative Resume
Make sure to make education a priority on your customer experience representative resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your customer experience representative 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 Experience Representative Resume
When listing skills on your customer experience representative 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 experience representative skills:
- Excellent written and oral communication skills in French and English
- Excellent written and oral communication skills in Dutch and English
- Excellent communication skills – oral, written, interpersonal
- Creating and maintaining customer, sales, and other departmental links to promote co-operation, good communication and good customer service
- Fluency in English and French, reading, writing and speaking skills
- Fluency in English and Spanish, reading, writing and speaking skills
List of Typical Experience For a Customer Experience Representative Resume
1
Experience For Senior Customer Experience Representative Resume
- Excellent Interpersonal and communication skills, with a desire to drive the customer experience to the next level
- Effectively gains the customer's cooperation to work through the troubleshooting process, ensuring customer problem resolution
- 6+ months proven problem solving experience
- Proficient computer skills, including but not limited to MS office applications
- Great listening skills, ability to pay attention to detail, be focused, positive, and results driven
2
Experience For Tier, Customer Experience Representative Resume
- Prior customer service experience helpful
- Effectively escalates issues and problems, along with proposed solutions, to management
- Advanced Microsoft Word and Excel, and Outlook skills
- Business Acumen/Analytical Skills
- Effectively and tactfully deal with customers, carriers and teammates
- Issuing of relevant documents to facilitate the physical transportation of goods : Transport orders, shipping invoice, other required documents upon request
- Strong working knowledge of MS Office applications, including Outlook, Word, and Excel
- Valid driver's liicense and clean driving record
3
Experience For International Customer Experience Representative Resume
- Demonstrated ability to interpret signal trace data using MS Excel or similar system
- Problem solving and business acumen is a really strong desirable
- Customer Service Mission Statement: provide the best customer service experience
- Serve as secondary support for answering phones when Customer Experience Specialists are out or during periods of heightened phone traffic
- Promotes continuous process improvement within role and department to maximize efficiencies, effectiveness, quality, and customer satisfaction
4
Experience For Night Customer Experience Representative Resume
- Demonstrates ability to represent the Aftermarket Customer support Group both internally and externally
- Utilize CRM or the company contact management system to review, capture, and update customer preferences to provide a more personalized service experience
- Create memorable first impressions for customers through personal interaction and unique experiences, which add value to their overall satisfaction
- Transportation experience and the ability to work flexible hours are highly desirable
- Demonstrates ability to provide backup for other channels
- Demonstrates ability to work cross-functionally
- Makes sales calls to target customers to sell the Signature Flight Experience, and convert the target to a Signature Flight Customer
- Receiving, processing sales orders into the system. Give necessary feedback on the progress to both internal and external customers
5
Experience For Associate Customer Experience Representative Resume
- Working knowledge of Canada’s insurance market including industry best practices
- Being logged in & available as designated to ensure availability for calls
- Making it effortless and natural for customers to interact with us (across customer service team, all channels, locations, technologies)
- Identifying problems and customer pain-points. Then working with your team to solve them
- Providing efficient response to Customer orders, enquiries, problems to ensure complete Customer Satisfaction
- Finding simple solutions to complex problems
6
Experience For CQA Customer Experience Representative Resume
- Giving customers the tools and knowledge they need to run their businesses
- Sending samples to customers as per request from commerical team
- Regular social events, that range from camping & summer BBQ's, to dragon boat racing, volunteering days, sporting events, games nights and new starter events
- De-escalates upset customers to bring self-guided resolution by demonstrating concern, proper use of empathy, and words that work throughout the interaction
- Handles escalated cancellation requests from customers, taking a consultative approach to finding custom solutions to customers' needs
- Ensure long-term customer success from the beginning of their trial period and forward through product onboarding and support
- Build trust with our accounting and bookkeeping partners and encourage them to refer their clients
7
Experience For Customer Experience Representative Resume
- Troubleshoot, research, and escalate end-user issues/bugs to product/engineering teams with succinct detail and understanding of issues and their importance
- Daily monitoring and follow up on all road freight orders with the LZ selected suppliers, loading locations and customers and ensure proper communication
- Competent in explaining and troubleshooting mechanical and electrical systems
- To be part of an amazing caring culture that values everyone’s voice and believes in teamwork
- Wellness programs covering gym memberships, massages and even personal training
- Respond to customer requests prompting to achieve customer satisfaction
8
Experience For Senior Customer Experience Representative Resume
- High level understanding of NCR divisions, products and customer segments/industries
- Provide accurate information regarding our products, customer orders, company service guidelines, and company environmental issues
- Maintain a positive attitude when interacting with all customers, co-workers, and vendors
- Handle the coordination and response to all inquiries following established policies, processes and tools
- Provides support to customers for billing, repair, retention and sales calls
- Assist in-home technicians with the following:Activation of customer services
- Assist residential customers living in multi-family dwellings, like apartment buildings, with customer service issues
- Maintains Heraeus Medical state licensing for registered products
- Problem-solving at each stage of pre-order entry, order entry, post order entry and coordination of supply chain activities
9
Experience For Tier, Customer Experience Representative Resume
- Provide exceptional customer service at all times while responding to support tickets, phone calls, and live chats
- Track down and get to the root of any issues that arise for our customers using honed analytical techniques
- Maintains full understanding and knowledge of Demand Ware, EDI Accounts, CIC in addition to System 21 Account Management requirements
- Communicates with freight carriers concerning transit issues
- Provides reporting on trends, customer issues, specific store issues, promotional issues and best practices in real time to ensure reaction in a timely manner
- An understanding of basic Microsoft computer systems and programs
- Management multiple projects and one time while displaying a sense of urgency
- Have an energetic, outgoing, and customer-centric personality
10
Experience For International Customer Experience Representative Resume
- Recognize buying signals and meet customers needs
- Clear, intelligible communication with the ability to decipher customer comments and reply with proper grammar, punctuation and spelling
- MS Office knowledge including Excel/Outlook
- Enjoy a competitive compensation and benefit package, with flexible working arrangements and other awesome perks!
- Display empathy, understanding, and patience with employees and external customers
- 401K with company match + profit sharing
- Cumulative shift differentials for working split shifts, hours worked past 6pm & weekends- potential $5 additional per hour worked!
- Take ownership of all enquiries to ensure follow through to completion
- Be proactive with quality information
List of Typical Skills For a Customer Experience Representative Resume
1
Skills For Senior Customer Experience Representative Resume
- Fluency in English, reading, writing and speaking skills
- Proven experience utilizing critical thinking tools to solve customer issues
- Effectively multi-task and adapt to fast paced environment
- Experienced in troubleshooting electrical systems containing sensors and actuators
- Daily management of the customer experience through processing orders, emails and phones calls
- Outbound calling to customer to close escalations when delegated from the Customer Experience Manager
- Experience with electronic troubleshooting methods, tools and standards such as CAN
- Experience with accounting or payroll
2
Skills For Tier, Customer Experience Representative Resume
- Experience in a customer facing, fast paced, service related role
- 12-18 months experience in working in a fast-paced work environment
- Foster excellent customer relations by monitoring on-time service and prompt response to electronic order requests to maximize freight potential
- Problem solve, make decisions and perform under strong demands in a fast-paced environment
- Knowledge of the financial services industry or insurance products and procedures through a combination of experience and/or coursework
- Previous experience within a customer service or customer focused role
- Automotive, truck or heavy equipment experience
- Experience with Roadranger products or comparable products
3
Skills For International Customer Experience Representative Resume
- Experience with front-line customer support and sales
- Experience with tech companies or startups
- Experience in automotive, truck, heavy equipment, or other mechanical/electrical applications or environments
- Experience in a Customer Service/Support environment
- Experience in a customer service call center environment required
- Experience in technical customer service
- Comply with SOX requirements such as to ensure all goods shipped in a given month are invoiced in the same month
- Follows all company quality guidelines, to ensure consistency in delivery of the customer experience
- Medical Device/Bio-Tech/Healthcare experience
4
Skills For Night Customer Experience Representative Resume
- Adding smart home services for proper billing
- Utilizing tools and resources to identify the root cause and transfer the customer to the correct department
- Taking ownership of tasks to see through to completion
- Working knowledge of the Bank’s retail and small business lending products
- Availability to work on a rotating roster, including regular weekend shifts (flexible working options include working from home)
- Associate is responsible for triaging incoming calls from hospital and lab technicians utilizing BD instruments to direct those clients to the appropriate team
- To handle all incoming telephone calls dealing with Customers’ needs and expectations in line with procedures, and according to departmental KPIs
- Knack for listening to and empathizing with customers
5
Skills For Associate Customer Experience Representative Resume
- Basic knowledge/familiarity in troubleshooting electrical systems containing sensors and actuators
- Follows established troubleshooting procedures, including use of
- Represent the voice of our customers by interfacing and collaborating with other internal teams when appropriate
- Responsible for submitting all documents to customs and ensuring the loads are cleared by customs
- Maintain customer contact information by closely monitoring data received to identify and correct errors and prevent issues or delays from occurring
- Resolves customer complaints/concerns through active listening, empathy,professionalism, and problem solving
- The ability to work towards individual objectives whilst supporting a team ethos
6
Skills For CQA Customer Experience Representative Resume
- Basic understanding of transportation and global incoterms and ship modes
- Work with limited supervision being highly self-motivated
- Basic knowledge/familiarity with electronic troubleshooting methods, tools and standards such as CAN
- Positive attitude and ability maintain composure while dealing with upset customers
- Multi-task and log information while speaking with customers over the phone or electronically
- Provide instruction and tutorials about our service to existing customers
7
Skills For Customer Experience Representative Resume
- Responsible generating the EEI's in the US Border Protection ACE System
- Respond to customer requests promptly for information by checking load status to achieve customer satisfaction
- Obtain approval for accessorial charges with assigned customers to ensure accurate billing
- Coordinate transport orders towards LZ selected supplier for road, air, ocean freight related shipments following established processes, policies and tools
- Accurately calculates and communicates taxes, fees, one-time charges, seasonal rate changes and recurring monthly fees
- Improves customer satisfaction and to maximizes sales and retention opportunities using up-to-date knowledge of competitive environment, products, and services
- An infectiously upbeat attitude and great sense of humor
- Avid Eventbrite user with a passion for live events
8
Skills For Senior Customer Experience Representative Resume
- Accountability to own customer issues and escalate to appropriate channels when needed
- A flexible mindset - our team relies on each other to cover and/or switch shifts in order to meet the needs of our customers and quickly adapt to changes in product and process. The only constant around here is change!
- Professional working proficiency of the English Language
- A proactive, ‘make-it-happen’ attitude
- Development of process measurements
- Development of transactional survey to gain customer insight into process touchpoints
- Of Customer Issues achieved FCR
9
Skills For Tier, Customer Experience Representative Resume
- Improvement from benchmarked CES Score
- Look for opportunities for continuous process improvement within the fulfill order process
- Work as a team to improve methods and exceed established goals
- Able to handle high stress situations or elevated situations
- Maintain a positive & professional attitude that motivates others and promotes enthusiasm
10
Skills For International Customer Experience Representative Resume
- Facilitate customer resolutions of product issues and escalations, determining and initiating appropriate actions through collaboration within and among other departments to ensure customer satisfaction
- Identify and resolve complaints to the customer’s satisfaction
- Ability and willingness to learn multiple financial concepts and systems
- Flexibility in a fast-paced team oriented environment
- A customer-centric approach, with a natural drive to deliver the right quality outcome
List of Typical Responsibilities For a Customer Experience Representative Resume
1
Responsibilities For Senior Customer Experience Representative Resume
- Acts as a product consultant, promoting, recommending, and selling the value of Comcast products and services based on a logical relationship to the customer’s needs and interests; conducting comparison of customer spend on products/services via whole house review of total spend on competitive and company products and services where necessary
- Demonstrated attention to detail and organizational skills required
- Handling customer queries/requests effectively with the support of clear information and processes
- English grammar & language skills, written & verbal
- Partnering with the customer and Patagonia team to deliver the best experience possible
- Experience using multiple lines of contacts (email/phone/chat)
- Export experience (Knowledge of international trade techniques and regulations) is an asset
- Ensure all goods shipped in a given month are invoiced in the same month
2
Responsibilities For Tier, Customer Experience Representative Resume
- Call center experience required with a focus on Customer Account Management
- Experience in supply chain organizations with customer focus
- Learning and using problem-solving strategies to improve our ways of working
- Growing your learning and taking an active role in your career progression
- Answering incoming phone calls quickly and efficiently
3
Responsibilities For International Customer Experience Representative Resume
- Utilizing multiple software programs/systems throughout the day
- Invoicing: control of product prices and increments and proactively co-ordinate the internal price records with the responsible pricing administrator
- Expands existing accounts by making new contacts or upselling products the customer is not currently using
- Assist with planning, organizing, and preparing for company or customer events
- Interacts daily with sales, marketing, operations, 3rd party logistics providers and forecasting/material management to ensure performance is achieved
- Manage non standard orders, for example replenishment of consignment stock orders ensuring monthly invoicing as per procedure
4
Responsibilities For Night Customer Experience Representative Resume
- Promotes GTM by assisting customers with all web based tools, including general TeamStore, and Coach’s Assistant sales and service questions
- Strives toward monthly individual opportunity generation sales goal with new and current customers by recognizing sales opportunities and upselling
- Facilitate and assist, when necessary, customers with loading and unloading baggage
- Fundamental understanding of competitive environment and begins to position Comcast’s products positively to our customers
- Keep external & internal customers informed on all the developments for smooth running of business
- Create, check and send commercial documents (inspection documents, certificate of origin, packing lists, certificate of analysis)
5
Responsibilities For Associate Customer Experience Representative Resume
- Comply with the company’s quality systems ISO 9000 and operating procedures
- Make outbound calls to marketing leads and collect and log information
- Offer assistance and provide personal recommendation to crew members for food, lodging, entertainment, etc. Assist with personal reservations when required
- Resolve customer requests, questions, and concerns regarding the Company's services or products
- Ensure all departing aircraft have all requested services and amenities
- Exemplifies and acts as a model customer service employee with a leading example of principles, attitudes, knowledge, etc
- Answer the incoming HCHB customer support phone line
- Watch for trends in incoming RightNow tickets
6
Responsibilities For CQA Customer Experience Representative Resume
- Participate in additional training programs as assigned by your manager
- Trains and mentor’s personnel with heavy emphasis on new hire training
- Support all MapQuest consumer products with a primary focus on maximizing customer happiness
- Consistently delivering a high level of quality and service
- Accurately recording information onto a live system
- Work at least 20-24 hours/week including Sat. and Sun
- Track and maintain all client communications and documentation through ticketing system
- Maintains sound customer relationships by handling questions and concerns with empathy, accuracy, and professionalism
7
Responsibilities For Customer Experience Representative Resume
- Deliver superior service and exceed our customer’s needs
- Corrects discrepancies on customers’ accounts, and researches service disruptions as necessary
- Enter customer orders into the order management system and track loads to ensure on time, damage-free service
- Proactively communicate internally and externally to increase operational efficiency and minimize service failures
- Set pickup and delivery appointments for ensure timely delivery
- Act as customer experience representative for 1-800-CALL-NCR and handle calls that cannot be serviced via the interactive voice response (IVR) system or those directed to NCR HQ in Duluth
- NCR related experience in a call center in Belgrade
- Utilize all computer systems with accuracy and efficiency
- Use correct procedures to process orders, assist with returns, service orders, or otherwise address customer service needs
8
Responsibilities For Senior Customer Experience Representative Resume
- Participate in department environmental initiatives when available and approved by your supervisor
- Assist with additional Customer Service departmental tasks/projects as assigned
- Passion for activities that relate to our products and philosophy
- Familiarity with office software and order system software helpful
- Build an emotional connection between Patagonia and our customers
- Continually enhance our communications (internally and partners)
- Collect and process customer orders in the Lubrizol order management system (mostly SAP). Keep track of order status and communicate progress adequately to both internal and external customers
- Issuing of relevant documents to facilitate the physical transportation of goods : Transport orders, shipping invoice, other required documents upon Customer Queries
- Consistently follows company policies and procedures while applying sound judgment within scope of empowerment and follows guidelines for Customer Proprietary Network Information (CPNI) and Personal Identifiable Information (PII)
9
Responsibilities For Tier, Customer Experience Representative Resume
- Troubleshoots and resolves technical problems and other general account inquiries over the phone in a single customer interaction to maximize the customer experience
- Articulates relevant information and directions to the customer in an organized and concise manner
- Follows established troubleshooting procedures, including use of appropriate resources and desktop tools. Produces work order according to established business rules
- Educates customers and promotes self-service options
- Communicates and explains account information to the customer with focus on first-call resolution
- Corrects discrepancies on customers' billing statements, and research customer billing situations as necessary. When appropriate, follows established escalation procedures to expedite prompt resolution
- Asks probing questions and does not discuss confidential contractual billing information with unauthorized persons
10
Responsibilities For International Customer Experience Representative Resume
- Uses multiple tools and systems (billing systems, knowledge base, technical tools, etc.) and apply information to customer situations
- Overcomes initial customer objections to presented offer using appropriate strategy for resistance
- Complies with all established credit policies and guidelines
- Prepares sales orders, technician appointments, processes payment information and attempts to collect delinquent account balances
- Acts as a product consultant, articulating product features and benefits and making recommendations based on customer needs/interests; identifying buying signals and asking for the sale, reselling current value or right-size, delivering a quality customer experience
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