Customer Service Center Resume Sample
Karli Walter
1583 Nola Plaza,
Boston,
MA
+1 (555) 355 0551
Work Experience
Customer Service Center Leader
04/2018
-
PRESENT
Houston, TX
- Lead and provide direction to 12-18 Customer Operations Representatives (CORs), including people selection, training, development, technical direction, coaching and retention. Update and maintain training materials for this team. Ensure workforce management process is in place to level-set workload within Customer Operations Center. Work proactively to have an engaged team
- Develop, monitor and report performance standards on Customer Service Center settlement statistics, service levels and customer satisfaction
- Collaborate closely with the finance, sales and merchandising functions to ensure settlement processes are aligned, efficient and effective to best serve our customers. Work closely with the Sr. Customer Service Center Leader and US Customer Service Leader to actively participate in the planning and execution of the BU strategy and business plans
- Work closely with the Regional Finance Leaders and Accounting Managers to ensure that appropriate controls are in place and monitored for settlement activities
- Oversee daily operation of the Customer Service Center
- Coordinate scheduling of customer orders to maximize delivery efficiencies
- Develops efficient daily delivery plan
Customer Service Center Supervisor
03/2013
-
01/2018
San Francisco, CA
- Maintain effective relationships with internal and external customers
- In cooperation with store manager, oversees all daily sales floor
- Leads the Westfield Services Inc. Customer Service Center business unit which includes developing new business opportunities/sales efforts for the Service Center and relationship management for existing Service Center agency customers
- Provides operational oversight that drives team performance including development and implementation of business processes in an environment of continuous improvement and maximized efficiency
- Accountable for prudent management of business unit expenses. Establishes budget for this profit center in accordance with corporate guidelines; manages the expenses throughout the year and provides reforecasts and variance explanations as needed
- Work effectively in an office environment for 40+ hours per week including sitting, standing, and working at a computer for extended periods of time
- Communicate effectively in a collaborative work environment utilizing various technologies such as telephone, computer, web, video conference, etc
- Operate a vehicle within the parameters of the driving policy
- Lead the day-to-day activities of the Customer Service Center, including coaching, counseling, development, performance management and resource allocation/direction
IT Customer Service Center Internship
05/2006
-
12/2012
Dallas, TX
- Coordinates driver start times with plant operations
- Coordinates recruiting, hiring, and training of dispatch personnel
- Tracks and analyzes various delivery metrics using available scorecards
- Conducts meetings to communicate region goals, targets and results
- Assists in tracking driver hours to ensure DOT compliance
- Manage COD business and related accounting
- Promote value-added products and answer product-related questions
- Communicate service issues and status regularly and timely
Education
Southwest Minnesota State University
2001 - 2006
Bachelor's Degree in Finance
Professional Skills
- Excellent reading and written language skills (English): good math skills
- Project Management, reporting and data mining experience; excellent organizational, written, and verbal skills
- Strong communication skills resulting in the ability to interact with agents, employees, and all levels of management gained through previous work experiences
- Proven organizational skills with the ability to establish priorities and set goals for a team
- Strong leadership skills-communicating, motivating, delegating to achieve business objectives
- Experienced leadership skills, including delegation, motivation, negotiation, coaching, and conflict management
- Proven Customer Service skills and ability to work in a fast paced changing environment
How to write Customer Service Center Resume
Customer Service Center role is responsible for customer, interpersonal, training, organization, leadership, basic, software, telephone, credit, retail.
To write great resume for customer service center job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Customer Service Center Resume
The section contact information is important in your customer service center 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 Service Center Resume
The section work experience is an essential part of your customer service center 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 service center 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 service center position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Customer Service Center resume experience can include:
- Provide for the growth and development of the Supervisors in their ability to effectively coach, counsel, manage performance, and ensure resource utilization while maintaining focus on employee enthusiasm and motivation
- The ability to use basic math skills including addition, subtraction, multiplication and division, along with intermediate data entry/typing skills
- Demonstrated written and verbal communication skills sufficient to inquire, ascertain and communicate the exact nature of the problem or request for assistance
- Relies on excellent verbal and written communication skills to fulfill customer requests and to ensure customer satisfaction
- Strong verbal communications and customer service skills
- Customer-oriented with strong interpersonal and communication skills
Education on a Customer Service Center Resume
Make sure to make education a priority on your customer service center resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your customer service center 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 Service Center Resume
When listing skills on your customer service center 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 service center skills:
- Excellent telephone presence, interpersonal skills, and ability to communicate effectively with a diverse group of people
- Strong time management skills focused on accurate scheduling of team
- Good computer knowledge with solid experience in using Microsoft Excel
- Excellent data entry, typing and computer skills
- Excellent communication skills both customer-facing and internally with ability to manage conflict and customer concerns in a professional manner
- Excellent verbal and written communication skills; ability to communicate accurately and succinctly with passion for the business
List of Typical Experience For a Customer Service Center Resume
1
Experience For Customer Service Center Supervisor Resume
- Prior experience working or managing in a call center environment
- Shares continual responsibility for deciding how to manage team members, ensuring calls are handled efficiently and effectively
- Above-average telephone skills
- Assist in monitoring department CSAT surveys to ensure that customers/callers are receiving an effortless experience to align with BrightView Imperatives
- Work in a team environment and use of knowledge of organizational behavior to foster strong working relationships
- Experience in industrial distribution, warehousing or call center
2
Experience For Customer Service Center Leader Resume
- Manage and maintain department Quality Assurance program, making suggestions to Customer Experience Manager when necessary
- Monitor technology performance within the Customer Service Center and work closely with Call Center Operations Support to maximize efficiency and effectiveness
- Obtain and maintain a valid Property-Casualty Insurance License within 90 days of employment
- Experience with Microsoft Windows and Office (Excel, Word) or other similar software packages
- Ensure excellence in customer service as evidenced by client satisfaction
- Participates in the hiring process and effective employee relations functions for the Storefronts
- Transfer and operate multi-line phones
- Performance metric management and analysis experience
- Previous YMCA experience
3
Experience For Customer Service Center Manager Resume
- Building, developing and maintaining high performing teams
- Processing incoming orders in a timely manner. Enters exact and changed repeat orders in to the computer system
- Capturing caller information, and sending out applications
- Explaining program specific benefits to qualified or approved applicants and existing customers
- Monitoring processes to ensure program and state standards are being met; and
- Developing performance measures and analyzing data
- Working knowledge of Santander products, service and systems and ability to communicate and educate customers
- Understanding of general business flows, procedures, and systems
4
Experience For Customer Service Center Lead Resume
- Assisting potential new customers with eligibility requirements and needed documentation
- Understanding of web navigation and standard browser software (i.e. Internet Explorer and/or Firefox)
- Understanding of GSK policies, products, processes
- Coordinating administrative support procedures; and/or
- Establishing relations/interfaces with all business functions
- Understanding of agriculture practices and challenges
- Understanding of Cargill Risk Management products and impacts on grain contracts and settlements
- Researching and resolving concerns and/or grievances between clients and staff
- Monitoring call center performance to ensure the CSC meets its performance plan goals
5
Experience For Analyst, .T Customer Service Center Resume
- Track record of successfully managing a variety of project, including data mining/analytics, reporting, and associated tools
- Provide general administrative support including meeting coordination, setting up and maintaining project files, project closeout, and file retention
- Conducts and oversees resource planning and evaluates staffing on an ongoing basis to maintain desired customer service levels
- Ensure accurate staffing and scheduling through collaboration with the Workforce Management Team
- Mathematical, analytical, deductive reasoning, and problem solving aptitude
6
Experience For Customer Service Center Manager, Mena Resume
- Complies with equal employment opportunity laws, regulations and company policies related to discrimination in hiring, firing, promotion and compensation
- Work to gain an understanding of our customers and their needs by finding applicable resources as needed
- Supports the Quality and Training Department by performing quality reviews for assigned activities and reports results
- Responsible for providing feedback to leadership regarding ways to improve processes, increase efficiencies, and to maximize the performance of the department
- Ensure that Cx Center agents are logging all pertinent information into work order management systems and assisting callers with questions/concerns
7
Experience For Customer Service Center Specialist Resume
- Assist current customers with program benefit recertification, including reading disclosures and attestations
- Responsible for hiring to meet the operation demands, and planning for peak volume seasons
- Responsible for training and development of the team and executing a motivation and reward system for the CSC
- Maintain performance reports for measuring and monitoring our service level KPIs
- Processes manual Online Banking and BillPay enrollments accurately and efficiently using semi-automated scripts
- Contribute to a work environment that fosters pride in being part of a winning team
- Contribute to the company's goals of achieving cost efficiencies by maintaining high productivity and quality standards
- Proficiency in speaking and understanding Spanish
- Basic PC and Mac desktop troubleshooting including OS, hardware and MS office 2016
8
Experience For Customer Service Center Rep Resume
- Advanced Windows operating system ability
- Oversight of purchasing for the center
- Ensure completion of administrative reporting, e.g.: timecards, daily reports, status updates, task management and other requested reports
- Sells and cross-sells bank products and services to new and existing customers who have contacted the bank by telephone
- Customer interaction and assisting customer on received orders
- Maintain orderly records of all advisor/client inquiries generated during the normal course of business
9
Experience For Customer Service Center Director Resume
- Interacts with customers to develop customer relationships and to ensure that all requirements are being met
- Work with applicable team members to address escalations and concerns on behalf of the customer ensuring a clear owner and hand-off is made when applicable
- Work assigned workflow to meet customer deadlines in a team environment while sharing suggestions for improvement
- Builds relationships with existing agencies and seeks book “sweeps” from them. Promotes use of service center with Westfield agencies
- Deliver consistent high quality knowledge transfer and training to customer service personnel
- Monitors environmental alarms: doors, gates, parking lot intercoms & CCTV
10
Experience For Customer Service Center Generalist Resume
- Monitor all Cx Center queues to maintain department KPI levels and answer incoming calls if necessary
- Performs call monitor and coaching sessions for team members (weekly/monthly)
- Provide technical support to program customers who are experiencing issues with job based equipment
- Create IT tickets based on issues the customer is experiencing and customer need
- Ensure the accuracy and integrity of daily processing of Regional focused transactions
- Responsible for meeting targets typically against daily and monthly plans
- Develops operating procedures and systems
- Handle customer enquiries/orders and assist in shipment tracing
- Shift working hours : 0830 – 2230 (Mon – Sat)
List of Typical Skills For a Customer Service Center Resume
1
Skills For Customer Service Center Supervisor Resume
- Demonstrated excellence in interpersonal skills that enhance leadership ability
- Strong leadership skills with the ability to provide guidance and direction to others
- Customer focused with very strong communication and interpersonal skills
- Excellent organizational skills, ability to multi-task and navigate through multiple systems in a fast-paced environment
- Active listening skills and ability to ask clarifying questions to gain understanding
- Leadership skills (i.e. facilitate a group of people, mentoring, coaching)
- Shown ability to provde leadership by influencing peers and effectively providing feedback
- Advanced troubleshooting and critical thinking skills
- Experience in the sales management; banking /call center exp rqd; multichannel distribution experience pfd
2
Skills For Customer Service Center Leader Resume
- Demonstrated commitment to providing high level of customer service, Customer service experience
- Continue to sharpen skills and drive personal growth through additional applicable training
- Experience handling effective work relationships
- Problem solving skills
- IT skills including
- Excellent verbal and written communication with emphasis on clarity, grammar and overall effectiveness
- Established intermediate to advanced technical skills, preferably in a dual monitor environment, with the ability to utilize multiple applications at one time
3
Skills For Customer Service Center Manager Resume
- Demonstrated strong ability to identify and solve problems specifically related to the settlement process
- Highly motivated with exceptional customer service skills
- Document, communicate and effectively manage change
- Ensures training needs are identified and met to enhance skills of staff
- Effectively conduct supervisor performance reviews
- Prioritizing workload to meet departmental KPI’s and organizational SLA’s
4
Skills For Customer Service Center Lead Resume
- Developing systems, policies and processes to ensure an exemplary customer experience; ensuring barriers to success are resolved quickly and efficiently
- Extensive experience with call center tools including ticket tracking systems, knowledge management, ACD, and chat systems
- Experience utilizing Microsoft Excel for data analysis and reporting
- Focus on first-contact customer solutions including in-bound customer call activities and the effective scheduling of resources
- Ensure effective quality monitoring programs are administered and performance counseling is provided
- We understand employees have competing priorities. This is why we have created an environment which embraces teamwork and flexibility
- Demonstrated principled leadership and sound business ethics as outlined in Cargill’s Leadership Model and Guiding Principles
- Basic aptitude for math, and proven ability to work with systems, accuracy in typing
- Finance, accounting, or related work experience
5
Skills For Analyst, .T Customer Service Center Resume
- Demonstrated production agriculture and grain merchandising knowledge
- Cargill Settlement or Contracting experience
- Experience supporting customers with ecommerce systems
- Experience using standard process management methodologies (Six Sigma, Lean Sigma, ISO, TQM, etc.)
- Coaches and mentor CSRs in training, transition and in skill development
- Prior knowledge of Alarm Monitoring software platforms
- Relevant experience in hotline center or shipping industry is an absolute advantage
- Labor relations experience including but not limited to grievances, contract adherence, and negotiations (where applicable)
6
Skills For Customer Service Center Manager, Mena Resume
- Working experience in Logistics, Procurement, Supply Chain, ideally for an FMCG or Food Production Company
- Validation and processing of received invoices for the center
- Create/maintain a positive working environment where staff is highly motivated & presented with strong career opportunities
- Experience publicly speaking
- Team building and effective leadership in a team environment
7
Skills For Customer Service Center Specialist Resume
- Experience with and/or knowledge of Congressional office operations
- Effective management of performance expectations; project management expertise
- Demonstrated team leadership in a dynamic customer service call center
- Able to balance effective process compliance with business and customer sensitivity, and relate that to associates
- Personally handle nonroutine and varied issues using previous experience to identify most appropriate option
- Demonstrate work ethic with a high level of integrity and ethics
8
Skills For Customer Service Center Rep Resume
- Demonstrated ability to complete simple settlements and meet productivity goals
- BA/BS in a business related field or significant equivalent experience
- PC experience and knowledge of business software required with a concentration in Microsoft applications (Windows, Word, Excel, PowerPoint, Outlook, etc.)
- Experience in customer service center
- Proven ability to execute against established metrics
- Previous Toll Industry experience
9
Skills For Customer Service Center Director Resume
- Prior use of third party ticketing systems (Corrigo, Service Channel, etc.)
- Develop and maintain effective, collaborative relationships with company personnel and customers
- Experience in customer service as a Manager or Supervisor in dynamic call center environment
- Leadership/supervisory experience in a team environment
- Deliver a “BEST IN CLASS” customer experience utilizing web chat and telephone contact with guests
- Dispatch experience
- Typically requires four (4) years of project-related experience
- Experience
10
Skills For Customer Service Center Generalist Resume
- Very good command of MS Office and one ERP System (preferably SAP) as well as Excel
- Strong knowledge of Agrosoft, JDE, Microsoft Office Suite
- Grain origination/ag producer services and/or Crop Inputs experience
- Extracense and/or SalesForce.com experience
- Supervisory experience
List of Typical Responsibilities For a Customer Service Center Resume
1
Responsibilities For Customer Service Center Supervisor Resume
- Managing complex client cases, working to resolve barriers, and connecting clients to needed services
- Coordinating with country sites to process customer grain deliveries & settlements
- Maintains positive working relationships with State and Department staff
- Proficiency with standard business intelligence tools and reporting software (ex. Hyperion, Toad, MS Access)
- High level of computer literacy including Windows, Outlook, Word and Excel required
- Food, including lunch, and drinks: pasta, crispbread, fruits, vegetables, water and coffee
2
Responsibilities For Customer Service Center Leader Resume
- Responds to and resolves customer inquiries on account status, researching problems and inquiries
- Thorough working knowledge of email, internet browsers, and Google platform
- Team building or facilitation processes
- Provide coaching for a subset of the COR team under direction of a Customer Service Center Leader -
- Support the Customer Service Center Senior Manager by delivering results in line with the strategy set
- Open and inquiring mind
3
Responsibilities For Customer Service Center Manager Resume
- Drives continuous improvement and automation for reporting tools
- Represents the NEX brand to the Navy community, business partners and team members
- Demonstrate energy, empathy, and problem solving skills while delivering outstanding service to our clients via the phone. Actively navigate between multiple open computer programs at any one given time, on dual monitors, while speaking with clients or other First Command team members
- Collaborate with others on a small team of 10 -15 First Command professionals to resolve complex client inquiries, and develop knowledge of First Command products and services
- One or more years of Information Systems experience
- Quality of customer service
- Standard Service Center metrics (First Call Resolution, Available %, etc.)
- Overall professional demeanor and embodiment of corporate core values
- General familiarity with a variety of enterprise level applications including clinical and financial systems (Exchange, Lawson Self-Service Portal, Invision, AS400, Document Imaging, Express Query, Computer Associates Servicedesk or other ticket systems)
4
Responsibilities For Customer Service Center Lead Resume
- Experienced knowledge of IS standards and quality management methods
- Manage daily activities, hours of work and place of work of all staff and contractors assigned to project in accordance with the approved project work plan
- Oversight of center as the point of contact
- Coordination with facilities director and IT team for all onsite requests
- Identify areas for performance improvement
- Escalation of emergency situations within the center
- Follow the team members’ performance
5
Responsibilities For Analyst, .T Customer Service Center Resume
- Efficiently performs routine follow-up work and initiates requests for detailed follow-up work
- Provides overall responsibility for performance of MAXIMUS call center and performance standards
- Ensures that MAXIMUS is in compliance with all applicable requirements of the contract, State, and federal regulations, and the terms and conditions of the RFP and proposal as related to call center functions
- Supervises and oversees employees in the call center, making sure day-to-day operations run smoothly, and ensuring that the calls are routed and handled effectively
- Time management, organization and follow-through skills. Ability to work independently
- Seven (7) years’ experience managing CSC operations
- Two (2) years’ experience with state operations
6
Responsibilities For Customer Service Center Manager, Mena Resume
- Five (5) years’ experience as a primary client interface
- Proven time management ability to exercise flexibility and judgment
- Develops policies, procedures, and work instructions for call center operations
- Assists in the creation and implementation of innovative methodologies to improve call center operations
- Maintains updated knowledge of the Departments’ programs including policies and procedures to ensure consumers are served well and the Departments are represented in the best way possible
7
Responsibilities For Customer Service Center Specialist Resume
- Works closely with the Operations Managers, Quality Managers, and Training Managers to oversee call center functions and implements any necessary corrective actions to help ensure consistent application of all laws, regulations, policies, and procedures pertinent to the call center
- Review monitoring reports to ensure compliance with all contract and MAXIMUS policies and procedures
- Ensures that problems are resolved with employees, handles customer complaints, deals with technical issues, and works in a fast-paced environment
- Motivates employees so they work with customers in a positive, energetic, and helpful manner
- Provides periodic management reports on status of all processes and problems per established protocols
- Knowledge of government administration
- Project management or senior-level business analysis
8
Responsibilities For Customer Service Center Rep Resume
- Project management or senior-level business analysis
- Enter outside purchase orders in to the computer system
- Follow up on orders to assure delivery to customer as promised
- Responds to customer’s need for expediting orders. Researches incorrect shipments or quality concerns. Works with appropriate staff to resolve problems. Processes returns, credits and reprints as appropriate
- Assist customers with website navigation
- Backs up other support staff as needed
- Excellent verbal and communication skills are necessary in dealing with customers, accounts reps and managers. Telephone communication skills. Ability to develop relationships with customer based on strong interpersonal communication skills
- New Acct Opening, data entering Credit Card apps, processing customer & acct maintenance requests, generating & mailing customer confirmation letters & completing any monetary transactions in support of the CCC & Internet
9
Responsibilities For Customer Service Center Director Resume
- Leads the retention team (10 FTEs) to achieve the banks customer retention goals
- Directly manage a team of call center managers & provide them with the tools they need to motivate/develop their teams
- The ability to navigate Santander system to collect information and data needed to identify and assess needs and or diagnose service issue
- Serve as a subject matter expert on investments (direct @ fund, AMS, and Brokerage)
- Assist First Command clients and advisors with navigating our products and services, and responding to client inquiries including account servicing and product knowledge support
10
Responsibilities For Customer Service Center Generalist Resume
- Engage in ongoing and advanced investment training and professional development activities including cross-training with other departments at First Command
- Collaborate with others on a small team of First Command professionals to resolve complex client inquiries, and develop knowledge of First Command products and services
- Experience hiring, training and managing a staff of 5 or more employees
- Strong sales aptitude and the ability to manage a team of call center sales representative
- Interacts with all levels of state government in a way that promotes respect, encourages cooperation, and contributes to excellent performance
- Deliver an exceptional customer experience every time
- Establish and document policy for the teams to ensure consistency in process and evidence of applied best practices in both security and program quality
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