Customer Relations Executive Resume Sample
Elisha Kutch
3241 Volkman Stream,
Los Angeles,
CA
+1 (555) 665 7283
Work Experience
Customer Relations Executive
10/2016
-
PRESENT
Chicago, IL
- Managing customer orders throughout their life cycle to ensure the highest service level possible (case fill – in full, on time)
- Supporting Ferrero’s objectives of being a best in class supplier by establishing strong and relevant relationships with your customer replenishment contacts
- Building credible and robust relationships cross functionally with key internal stakeholders ( Sales, Finance, Demand Planning, wider Supply chain)
- Work with customers to achieve supply chain objectives of maximising order efficiencies to minimise internal costs i.e. distribution costs
- Close interaction with a variety of third party logistics partners to support effective vendor relationship management and great customer outcomes
- Working experience
- Previously work in a customer facing role is ideal, i.e. relationship management
- Excellent computer literacy- Excel particularly, Word and PowerPoint
Customer Relations Executive
07/2013
-
08/2016
Houston, TX
- SAP or other ERP system knowledge is desirable
- Able to work in a highly organised way under yourown initiative and with the pressure of daily order despatch deadlines
- Great attention to detail is critical(i.e. Sales forecast volume numbers)
- Empathise with and quell customer anger and discern fact from supposition; often the crux of a complaint lies in resolving “difference of opinions”
- Striving to deliver a high-standard of customer service excellence consistently
- Communicating through written and verbal channels, responding within agreed SLA's delivering customer service excellence ongoing
- Handle both verbal and written customer feedback in a tactful, timely and professional manner
Education
Troy University - Pensacola
2008 - 2012
Mba's Degree in Management
Professional Skills
- To own complaints through to resolution, managing customers expectations throughout their journey with us, resolving their problem by utilising support from our internal and external teams
- High attention to detail, showing accurate grammar and numerical skills
- Experience in the customer relations field is a significant advantage. Experience in call centres or customer service is also advantageous
- Work within deadlines to avoid missing customer promises and prioritise your own workload
- Manage interactions between traveler and host – ensuring both parties have the best experience on our site
- Be proactive in suggestions impacting traveler experience
- Experience of the travel industry within a Customer Relations environment would be beneficial but not essential
How to write Customer Relations Executive Resume
Customer Relations Executive role is responsible for translation, training, compensation, health, marketing, logistics, benefits, lending, media, compliance.
To write great resume for customer relations executive job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Customer Relations Executive Resume
The section contact information is important in your customer relations executive 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 Relations Executive Resume
The section work experience is an essential part of your customer relations executive 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 relations executive 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 relations executive position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Customer Relations Executive resume experience can include:
- Engage in a culture where treating customers fairly and with respect is a key priority
- To be accountable for effective use of service recovery procedures
- Make recommendations to CRD Management team for improvements in operational effectiveness and customer satisfaction
- Accountable for effective use of service recovery procedures
- Experience in the customer relations field is a significant advantage and in call centres or customer service is also advantageous
- Relevant experience in travel/hospitality industry
Education on a Customer Relations Executive Resume
Make sure to make education a priority on your customer relations executive resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your customer relations executive 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 Relations Executive Resume
When listing skills on your customer relations executive 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 relations executive skills:
- Excellent communication skills (written and verbal) including experience in writing free-form letters to a high standard
- Good understanding and application of grammar, punctuation and correct spelling
- Excellent telephone manner including the ability to sensitively engage with vulnerable and / or distressed customers
- Think creatively to find solutions that suit the customer’s needs and requirements. Have a good eye for detail and an ability to think outside the box
- Review the evidence available, giving each piece suitable weighting to enable a fair, rational and justified decision
- Six months experience within a contact centre
List of Typical Experience For a Customer Relations Executive Resume
1
Experience For Customer Relations Executive Resume
- Utilise our Learning Management System (LMS) to deliver the learning services and record all information relating to the provision of the Learning Services
- To provide first line contact for all automotive retailer staff in relation to their training and development needs
- To use Management information available to proactively contact Retailers, securing course delegate attendance in line with Babcock SLAs
- Administer the booking and provision of face-to-face learning in line with the course schedule, liaise with training teams to provide the required courses, booking delegates and monitoring fill rates of courses, and managing wait lists
- Up to date course and training information is maintained for Academy and retailer purposes
- Financial and TMD targets are met in line with Babcock and BMW needs
- Maintain relevant accredited centre status
- > 85% course attendance achieved
List of Typical Skills For a Customer Relations Executive Resume
1
Skills For Customer Relations Executive Resume
- Champion our customers and the promotion of excellent customer service, whilst taking the opportunity to discuss relevant products in line with customers business needs
- Responsible for ensuring the customer’s account is clean, and not just the complaint resolved, but health checking; ensuring data is up to date and supporting with options such as better suited payment methods or online account management
- Managing the administration of statutory letters to customers
- Assist in addressing traveler complaints by working with the appropriate teams – Host management, Product and Engineering and/or Marketing
- To manage the inbox: deciding the best course of action, logging cases where appropriate and categorising work
- Assist host on pricing clarification as appropriate o Facilitate booking modifications, issuance of refunds and payouts
2
Skills For Customer Relations Executive Resume
- Work with local Sales to escalate hosts who need onboarding or further engagement
- Be able to meet tight deadlines, using initiative to work alone and part of a team
- Handle incoming enquiries and complaints by telephone, email, post, and social media and any other customer complaint channel
- Investigate any cases raised by customers and as a result of that investigation making a decision as to a fair customer outcome
- Fairly apply any criteria relating to Distress and Inconvenience in line with BrightHouse guidelines
- To display a first class customer service ethos including a high quality communication style whether verbal or written
- Support the Customer Relations team in Mumbai, outport representatives or other departments as required in the handling and resolution of cases
- Guide travelers on how to contact host and pay for the booking o Contact host to confirm availability and rates as appropriate
- Establish working relationships with HomeAway’s key hosts across the region
3
Skills For Customer Relations Executive Resume
- Help educate our users on using HomeAway Asia’s product and services
- Assist travelers and hosts on how to use our platform including our safety features
- Assist in mediating situations between users o Investigate reports on check-in issues with available information
- Assist in mediating disputes between traveler and host to decide on the best solution
- Identify suspicious listing and transactions against known fraud vectors
4
Skills For Customer Relations Executive Resume
- Apply British Gas values in all day to day activities, Love simplicity, Be Extraordinary Together & Do what’s Right
- Adhere to quality and compliance policies
- Flexibility – willingness to acquire and use the breadth and depth of knowledge needed to answer complaints which could be about any aspect of Secured Lending or BPF activities
- To resolve simple complaints at first point of contact sending follow up documentation as required
- To manage social media enquiries in a timely way and in line with BrightHouse tone and guidelines
- To investigate and resolve all complaints in accordance with legal, regulatory and business complaint handling standards, maintaining a high standard of response which is accurate, concise and professional at all times
- To ensure that customers consistently receive a fair outcome in line with TCF guidelines
5
Skills For Customer Relations Executive Resume
- To produce written responses to customers, the Financial Ombudsman Service and other third parties including comprehensive and high quality Final Response Letters which are in line with BrightHouse QA guidelines
- To respond with a level of detail and quality that meets and/or exceeds customer expectations and where appropriate to address the root cause of the query, providing appropriate operational fixes to customer accounts, whilst ensuring regulatory requirements are met and all interactions with the customer are handled in a timely manner
- To work towards individual targets around the volume of case closure and quality guidelines
- Utilise appropriate sources and database systems to ensure information can be gained to investigate the complaint fully
- Establish the root cause of the issue to prevent reoccurrence and provide feedback when necessary
6
Skills For Customer Relations Executive Resume
- Identify a 3rd party is solely or jointly responsible for the complaint
- Ensure the outcome of the complaint is explained in a clear way that the customer would understand and information contained in the response letters is accurate and not misleading
- Undertake a detailed review of protracted and difficult complaints with the aim of resolving as many cases as possible prior to issuing the Bank’s Final Response
- Identifying wherever possible, ways of resolving complaints to the customer’s complete satisfaction
- Contact host to clarify on traveler related queries or issues
- Ownership of customer complaints
7
Skills For Customer Relations Executive Resume
- Flexible and highly organised
- Excellent communication skills and a great telephone manner are a necessity as the role requires both verbal and written communication to our business customers
- Proficiency in working with MS Office applications
- Open to feedback with a positive attitude towards continuous personal development
- 6 Month Fixed Term Contract with the potential to go permanent
- Start Date - October 2018
8
Skills For Customer Relations Executive Resume
- Respond to customer complaints and queries in a professional manner in line with all regulatory and QA requirements
- Liaise with other departments to handle customer feedback which require further investigation
- Record customer feedback in the Customer Feedback and Compensation System in an accurate manner
- Communicate with relevant departments on customer feedback for them to review any possible remedial actions and future improvements
- The ability to write professional business correspondence is essential
- Manage and resolve customer complaints professionally and escalate issues appropriately
- Assist in refund negotiation for traveler cancellations
9
Skills For Customer Relations Executive Resume
- Investigate fraud listings and suspicious transactions
- Assist with fraud investigations and action or escalate as necessary
- Work proactively to meet targets and goals o Work with manager to define and track KPIs
- Work on multiple task simultaneously
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