Senior Customer Service Specialist Resume Sample
Gregory Mann
779 O'Conner Parks,
San Francisco,
CA
+1 (555) 297 2332
Work Experience
Senior Customer Service Specialist
07/2017
-
PRESENT
Houston, TX
- Member benefits and eligibility related to the HMO, EPO/PPO, Medicare and Medicaid, CHP and
- 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
- Accurately process customer orders with increasing complexity for assigned customer groups from inception to delivery
- Manage vendor guidelines in regards to appropriate labels, packaging and shipping requirements
- Ensure compliance to all company and business policies as outlined in Broker Manual and Lindt Corporate Handbook
RCC Senior Customer Service Specialist
11/2012
-
03/2017
Boston, MA
- Demonstrates and promotes behaviors consistent with Honeywell Behaviors
- Senior experience interfacing with internal/external customers
- Experience with ERP systems to enter orders and access basic data required (SAP, Oracle, JDE, MAPICS, etc)
- International shipping knowledge/ experience an asset
- Proficient with Microsoft Office Products (Word, Excel, Outlook)
- Strong verbal and written communication skills to clearly and accurately convey basic information
- Proven ability to handle multiple tasks in a high-volume, fast-paced work environment
- Attention to detail is essential to success in this role
Senior Customer Service Specialist Installment Loan Support
04/2009
-
07/2012
Houston, TX
- As China E-claim system owner, working with the team to maintain E-claim system to support tire adjustment integrity; responsible for platform daily maintenance and new accounts creation, claim reports etc
- Data analysis and reporting, such as CSD data analysis of claims, other data required by customer and regular reporting coordination and submission etc
- Opens and maintains deposit accounts (checking/savings/money market/CDs) for all Commercial Banking clients in accordance with regulations (U.S.A. Patriot Act, BSA/AML, etc.) and audit requirements
- Functions as the primary point of contact for all Commercial Banking clients regarding incoming and outgoing wire transfer research requests; works directly with internal departments (wire transfer/operations support cash management) to resolve any wire transfer or Cash management issues in a timely manner
- Refers requests for Cash Management Services to a member of the Cash Management Team
- Assists Commercial Banking team members with applications for credit cards; obtains additional information from clients as needed and follows up with the credit card vendor. Communicates the status of applications to Commercial Banking team members in a timely manner
- Performs reporting, invoicing, and high level administrative coordination for programs
- Integrate activities, responsibilities to ensure that the resources for the Program are used most efficiently in pursuit of the specified objectives
- Complete projects that require data mining, analysis, and gives the data to the PM to integrate into monthly MFR. Understand & identify data drivers
Education
Keiser University - Tampa Campus
2005 - 2009
Bachelor's Degree in Business Administration
Professional Skills
- · Excellent prioritization, goal setting, planning & organizational skills
- Strong verbal, listening, critical thinking, problem-solving & troubleshooting skills are required
- Independently apply strong analytical, problem-solving and decision-making skills
- Demonstrated ability to utilize quantitative and analytical skills –Business Situation and Problem Solving
- Able to work in multi-task environment, demonstrate proper time-management skills
- Solid analytical, critical thinking, and decision making skills
- Good typing skills are essential
How to write Senior Customer Service Specialist Resume
Senior Customer Service Specialist role is responsible for interpersonal, basic, auditing, finance, credit, training, database, compensation, shipping, planning.
To write great resume for senior customer service specialist job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Senior Customer Service Specialist Resume
The section contact information is important in your senior customer service specialist 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 Senior Customer Service Specialist Resume
The section work experience is an essential part of your senior customer service specialist 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 senior customer service specialist responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular senior customer service specialist position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Senior Customer Service Specialist resume experience can include:
- Excellent listening and problem-solving skills with attention to detail
- · Team player with excellent interpersonal skills
- Good interpersonal skills with the ability to navigate through difficult situations
- Increasing your abilities and skills in various area
- Utilizes negotiation skills to service clients and offer customer centric solutions to existing customers
- Effectively channel/communicate necessary information internally/externally as appropriate
Education on a Senior Customer Service Specialist Resume
Make sure to make education a priority on your senior customer service specialist resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your senior customer service specialist 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 Senior Customer Service Specialist Resume
When listing skills on your senior customer service specialist 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 senior customer service specialist skills:
- 2 yrs. of experience in Customer Service. Requires excellent interpersonal skills to negotiate and resolve supply chain issues
- Good conflict resolution skills
- Good organizational skills and self-disciplined to manage the information workflow
- Operate effectively and professionally in stressful situations
- Very good MS Excel & Power Points skills
- + Excellent verbal and written communication skills
List of Typical Experience For a Senior Customer Service Specialist Resume
1
Experience For RCC Senior Customer Service Specialist Resume
- Strong communication and interpersonal skill, influencing people without authority
- Strong teamwork and coaching skill
- Assist Sales & Marketing with promotional and program follow-up and interface to ensure effective implementation
- Assures timely invoicing of services to client to assure working capital goals are met
- Provide immediate coaching to agents regarding product-related issues, processes, and quality
- Responsible for data quality by coaching and overseeing Call Center data maintenance
- Identify relevant trends, complete follow up analysis and prepare visual reporting to management
- Provide first level assistance and analysis in case of issues impacting customers
2
Experience For Senior Customer Service Specialist / NS&S Resume
- Graduate of a Business Administration, Engineering or Logistics area
- Conduct call quality auditing to identify agent strengths and opportunities and report findings to supervisors/managers
- General knowledge of inventory management and production scheduling techniques/concepts
- Work ethic – sets high standards of performance for self; assumes responsibility and accountability for successfully completing assignments or tasks
- Collaborate with other Supply Chain tem members, Operations, Shipping and Commercial to meet customer demand requirements
- Direct report supervision, including personnel development and performance management plans
3
Experience For Senior Customer Service Specialist Installment Loan Support Resume
- · Work ethic – sets high standards of performance for self; assumes responsibility and accountability for successfully completing assignments or tasks
- Working with Commercial&Business to ensure reliable Demand Forecast for Cluster in support of S&OP process
- Working with Cluster Supply Chain to ensure uninterrupted supply of product to Cluster, Tender management
- Provide customers with answers regarding price, availability, products, and services
- Prepare quotations and annual pricing agreements
- Perform ongoing analysis of the portfolio of business managed to identify growth opportunities
- Conduct financial analyses of key accounts and assists in making recommendations to improve profitability
4
Experience For Senior Customer Service Specialist for Five Ten Resume
- Lead customer service team regular reporting, such as
- SGM and Ford F&C return tire tracking etc
- Open-minded, being agile to accommodate and drive changes
- Reporting and Audits
- Serve as primary point of contact for assigned strategic accounts involving all aspects of customer service
- Develop and implement strategies and processes for continuous improvement in customer servicing
5
Experience For Senior Customer Service Specialist Resume
- Identify trends negatively impacting performance and cost of failure & collaborate with Cost of Failure Analyst to address / avoid fines
- Proficient in Microsoft Office suite; including Excel, Word, PowerPoint
- Manage, on an ongoing basis, program parts in large runs for assigned key accounts
- Leads solution development efforts that best address customer needs, while coordinating the involvement of all necessary personnel
- Receive, review, and respond to customer requests for quotes, including expedites and QRM’s
- Ensure a high level quality of service and act as VoC within Mondelez
- Supports the Supervisor in providing leadership for the operations of the team including planning, coordination and oversight of the work group’s activities
6
Experience For RCC Senior Customer Service Specialist Resume
- Assists in developing and deploying the work team’s business plan, including strategic initiatives and metrics. Ensures adequacy and optimal deployment of team’s resources, including staffing requirements. Monitors performance against plans and any established benchmarks, taking corrective action as needed
- + Provide immediate coaching to agents regarding product-related issues, processes, and quality
- Act as a backup to ensure coverage of all functions held by other team members during periods of both sick and annual leave
- + Provide front-line care center support to patients and handle 2nd and 3rd level escalations from Care Center Specialists and perform complex troubleshooting, as applicable by using dynamic communication skills to identify patient unmet needs and utilizing effective objection handling techniques
- + Conduct call quality auditing to identify agent strengths and opportunities and report findings to supervisors/managers
- + Provide expertise and knowledge across different product portfolios and line of businesses within Diabetes, Services Solutions
- + Able to identify and analyze pertinent data and drive solutions for patient issues
- + In-charge of monitoring and collating product process updates including planning and conducting product refresher updates and such via team huddle or refresher training
7
Experience For Senior Customer Service Specialist / NS&S Resume
- + Proven evidence of Medtronic Leadership Traits
- + 3+ years of experience in customer care, helpline or patient support role, in a Subject Matter Expert or Coach/QA role
- + Shape - Demonstrates global business acumen, thinks critically and makes sound decisions, sets strategic direction
- + Engage - Collaborates and creates alignment; attracts, deploys, and develops talent; fosters diversity and inclusion
- + Innovate - Focuses on patient and customer, generates breakthrough ideas, initiates and leads change
- + Achieve - Sets high standards, instills operational excellence, drives accountability, models ethical behavior
- + MS Office Advanced Proficiency
8
Experience For Senior Customer Service Specialist Installment Loan Support Resume
- PHYSICAL JOB REQUIREMENTS (optional):
- + Role is based in Bonifacio Global City, Taguig, Metro Manila, Philippines
- Provide front-line care center support to patients and handle 2nd and 3rd level escalations from Care Center Specialists and perform complex troubleshooting, as applicable by using dynamic communication skills to identify patient unmet needs and utilizing effective objection handling techniques
- Provide expertise and knowledge across different product portfolios and line of businesses within Diabetes, Services & Solutions
- Partner with assigned internal and external stakeholders to meet care center needs for patients, meet individual needs of Health Care Providers (HCP) and patients in assigned territories and monitor and intervene with “at risk” patients when necessary
- Able to identify and analyze pertinent data and drive solutions for patient issues
9
Experience For Senior Customer Service Specialist for Five Ten Resume
- In-charge of monitoring and collating product & process updates including planning and conducting product refresher updates and such via team huddle or refresher training
- Possess good communication skills. (Written & Oral)
- Solid computer literacy (Excel, Word, Outlook, PowerPoint etc.)
- Shipping Instructions- updating the system as requested by Inside Sales team
- Participates regularly in Customer meeting to review the cooperation and address specific needs
- Be open and willing to pro-active cooperation
10
Experience For Senior Customer Service Specialist Resume
- Assists in the training and development of Customer Support Specialists
- Role is based in Bonifacio Global City, Taguig, Metro Manila, Philippines
- Provide quality service and support in handling day-to-day activities of the customer service role for all customer in a perfect manner (all order-to-cash-processes)
- Responds to customer queries
- Collects feedback on customer satisfaction
List of Typical Skills For a Senior Customer Service Specialist Resume
1
Skills For RCC Senior Customer Service Specialist Resume
- Strong verbal and written communication skills with a customer-centric perspective
- PC skills that include knowledge of Microsoft Office tool
- Identify and resolve issues efficiently and effectively for customers
- Intermediate to advanced computer skills (Mainframe, Microsoft Office, Lotus Notes)
- Exhibit organizational skills and follow up work ethic
- Strong customer service and/or call center experience
- One year of experience interpreting and applying laws and regulations regarding driver and vehicle licensing to resolve customer issues
- Internally build strong collaborative relationships with Demand Planning, Supply Planning, Raw Material Planning, and Commercial
2
Skills For Senior Customer Service Specialist / NS&S Resume
- Internally build strong collaborative relationships with Demand Planning, Supply Planning, RM Planning, and Commercial
- Experience of working with and delivering results to key stakeholders and customers
- Export Compliance -- working with customers and Microsemi Import/Export Compliance Team to ensure orders have the necessary documents prior to shipping
- Three years of experience providing customer service verbally and/or in writing
- Demonstrates comprehension to ensure accurate and full understanding; actively acknowledges key points and asks appropriate questions to clarify meaning
- Solid working Knowledge of the Microsoft office tools
- Operates in a goal-oriented environment achieving individual and team performance targets and core competencies
- Significant experience in a customer facing role within FMCG industry
3
Skills For Senior Customer Service Specialist Installment Loan Support Resume
- Strong understanding of FMCG supply chain
- Experience working with sales and as part of a cross-function customer team
- Validates claims for credits and arranges stock checks for missing or over delivered stock
- Manage multiple tasks, projects and priorities involving external/internal customers, peers and senior management
- Adaptability – maintains effectiveness when experiencing changes in work
- · Ability to manage multiple tasks, projects and priorities involving external/internal customers, peers, and senior management
- · Adaptability – maintains effectiveness when experiencing changes in work
- One year of experience using Microsoft Office programs such as Outlook, Word, and Excel
4
Skills For Senior Customer Service Specialist for Five Ten Resume
- Experience working in a customer service call center environment
- The ability to multi-task with a variety of systems, product and processes and use good judgment in making decisions
- Good knowledge of customer relations
- Have good sense of judgment
- Experience using Oracle, SAP or other integrated order entry system required
- · Demonstrated record of high performance – produces individual and team results, frequently meets or exceeds personal goals
- · Excellent proactive verbal and written communication
5
Skills For Senior Customer Service Specialist Resume
- Experience with Microsoft Applications
- Aerospace experience
- The employee is regularly required to sit, use hands to finger, handle or feel, operate keyboard, reach with hands and arms, and talk and hear
- Experience in customer care, helpline or patient support role, in a Subject Matter Expert or Coach/QA role
- Good verbal/written/interpersonal communications
- Experience with SAP R/3
6
Skills For RCC Senior Customer Service Specialist Resume
- Experience in Customer Service or similar
- Related customer service, call center or help desk experience
- Demonstrated commitment to exceed client expectations
- Experience in customer care, helpline or patient support role, in a Subject Matter Expert or Coach/QA role
- Customer Service Experience Call Center
- Delivers a positive and confident connection with clients and associates; consistently demonstrates energy and enthusiasm
- Intermediate technical/operations experience within financial/payments industry within financial/payments industry
7
Skills For Senior Customer Service Specialist / NS&S Resume
- Entering, acknowledging & confirming new/change orders
- Building and initiating relationships with internal and external customers
- Representing CS function for various projects in routine meetings, e.g. sales, retail, finance, supply chain, E-commerce projects
- Willing to Change holidays to fit Taiwan local holiday plan
- Bilingual fluency in English and Portuguese is required (reading, writing and speaking)
- Bilingual fluency in English and Spanish is required (reading, writing and speaking)
8
Skills For Senior Customer Service Specialist Installment Loan Support Resume
- Actively participate in ongoing training, huddles and team meetings
- Assists in monitoring calls and analyzing quality and recommend actions for improvement
- Maintains a current understanding of the processing procedures to respond to a variety of phone inquiries
- Customer Master - creating and maintaining Partner function accounts as requested by the Inside Sales team
- Assist the Inside sales team with internal & external audits: recording, documenting & organization
- Daily order entry processing and management for defined domestic customer accounts, including vendor managed inventory customers
- Communicates verbally and in writing in a clear and straightforward manner, focusing on key points
- Assists manager with financial forecasting and reporting
9
Skills For Senior Customer Service Specialist for Five Ten Resume
- Administrative Support: Providing administrative support to Manufacturing operations team
- Have complete understanding and working knowledge of account profile, special order instructions, and customer master information
- Be responsible for sorting out E-claim reports for customer service team using on routine basis
- O Identify and respond to customer inquiries by actively listening in order to determine their needs
- Identify and respond to customer inquiries by actively listening in order to determine their needs
- Accurately track all calls from customers and Apple partner locations utilizing the Apple Tracker
10
Skills For Senior Customer Service Specialist Resume
- Utilize existing systems to document all interactions with customers in detail
- Stay current on new processes and procedures and successfully complete all required compliance training's on time
- Ensure daily work is completed according to policies and procedures and adhere to applicable state and federal requirements
- Have technical aptitude with the ability to multi-task toggling between multiple systems
- Professional environment requiring business casual attire
- Pro-active cooperation with Commercial and Trade Marketing
- Great, multicultural and positive working environment
List of Typical Responsibilities For a Senior Customer Service Specialist Resume
1
Responsibilities For RCC Senior Customer Service Specialist Resume
- Collaborate with other Supply Chain team members, Operations, Shipping, and Commercial to meet customer demand requirements
- Understand, initiate and process returns/credits/debits following established process standards for key accounts
- Maintains and organizes log of calls, query details and responses
- Identify process gaps and implement resolution action steps
- Great opportunities for personal and professional growth
- Assists with procedural questions and escalated customer assistance
- BOP (Back Order Processing) -- Daily review of new & change orders to ensure we meet the customer's request dates. Communicating with Inside Sales & both ESC & ENT Planning teams of any issues
- Review and send daily reports of orders that are on blocks and working with the Inside Sales team to release orders to avoid delays
- NPI (New Product Introduction) - Working with Product Marketing & Planning teams on NPI orders, allocations and commit dates. Making sure that the correct documents are signed by the customers
2
Responsibilities For Senior Customer Service Specialist / NS&S Resume
- Routes - creating and maintaining as requested by the Inside Sales team and working closely with IT & Consultants for set up and testing
- Perform data entry into SAP/ERP system and file accordingly
- Work with other groups to develop, test and implement and improve flows
- Knowledge of Global Trade Compliance
- Lead 2-3 cross-functional, strategic process efficiency improvement projects with minimal supervision
- Initiates action – takes prompt action to accomplish objectives; takes action to achieve goals beyond what is requires; proactive
- Execute and interpret department operations reports to ensure order fulfillment process accuracy
- On a continuous and self-directed basis, identifies opportunities for improvement in core and adjacent process and leads and participates in efforts to optimize them
3
Responsibilities For Senior Customer Service Specialist Installment Loan Support Resume
- Assist with measuring department metrics such as invoice accuracy, customer complaints, and OTIF reason coding, as well as establishing corrective actions to drive continuous improvement on departmental KPI’s
- Demonstrated record of high performance – produces individual and team results, frequently meets or exceeds personal goals
- Excellent proactive verbal and written communicator
- · General knowledge of basic accounting principles
- Resolves various complaints, service issues and order related inquiries from customers
4
Responsibilities For Senior Customer Service Specialist for Five Ten Resume
- Extensive knowledge of supply chain management concepts
- Stress Tolerance – maintaining stable performance under pressure or opposition; handling stress in a manner that is acceptable to others and to the organization
- High proficiency in Microsoft Office (Excel, Word, iNotes)
- Resolves various complaint, service issues, and order related inquiries from customers
- Manage all aspects of non-traditional customer service supply chain initiatives – Powder, Export, BTC, and Vendor Managed Accounts
5
Responsibilities For Senior Customer Service Specialist Resume
- · Extensive knowledge of supply chain management concepts
- · Initiates action – takes prompt action to accomplish objectives; takes action to achieve goals beyond what is required; proactive
- · Stress Tolerance – maintaining stable performance under pressure or opposition; handling stress in a manner that is acceptable to others and to the organization
- · General knowledge of inventory management and production scheduling techniques/concepts
- · High proficiency in Microsoft Office (Excel, Word, PowerPoint)
- Manage launch of new products within Cluster
- Provide guidance, support and professional development for staff, including performance evaluations, career development and realization of required organizational capabilities, present and future
- Audits support and SOP creation
6
Responsibilities For RCC Senior Customer Service Specialist Resume
- Customer Service: Responsible for servicing customer calls. Process transactions in all areas of the JD Edwards order management system. Efficient and effective resolution of customer issues or inquiries. Process credit/re-bills requests, resolve mis-shipments and provide proof of deliveries
- Order Processing: Sales Order entry, Work Order entry, Invoicing, Processing of credit card purchases for orders, preparing orders for shipping, data entry updates in various application such as Access Database, Excel, JD Edwards (Oracle) and filing
- Systems/Reporting: Performing various JD Edwards related functions: Material Master, Order Status/Document Flow, Work Order maintenance, check orders for incomplete. Generate various reports from ERP system (JDE). Example: Stock report, Purchase order report, Reorder reports, Negative inventory report
- Month-end Closing: Ensuring all invoicing, work orders and purchase order processing requirements are completed timely. Print reports and match to current period invoicing
- Work effectively within dynamic team environment, with other departments, and various levels of management, sales personnel and customers
7
Responsibilities For Senior Customer Service Specialist / NS&S Resume
- Previous customer service experience
- Maximize customer satisfaction through accurate and timely order management
- Identify customer’s key measurements and vendor requirements
- Resolve and report discrepancies in service scorecard within required timeframe
- Serve as Liaison to functional areas within business by providing necessary information on customer expectations and service performance results; securing cooperation and involvement as necessary
- Resolve and report discrepancies in product availability
- Manage and maintain EDI, portal and manual orders
- Maintain accurate account profile and tables
8
Responsibilities For Senior Customer Service Specialist Installment Loan Support Resume
- Support new product/program initiatives
- Provide account status to sales representatives and managers as appropriate
- Respond to all customer inquiries: telephone, e-mail, facsimile, in a professional and timely manner
- Serve as backup to other assigned accounts
- Assigned key accounts and manages all inquiries and information transactions made between management and the client
9
Responsibilities For Senior Customer Service Specialist for Five Ten Resume
- Point of contact for key account’s supply chain managers to ensure maintenance of accurate inventory levels
- Receive, review, and enter customer purchase orders accompanied by the appropriate related production orders
- Work with outside vendors to properly obtain purchased services relevant to product fabrication
- Resolve customer discrepancies with help and input from management
- Work closely with other K-Tube departments to clarify capabilities to meet customer requirements
- Communicate to the respective K-Tube direct sales representative as necessary
- Verify and analyze and present data related to customer quotation and sales order entry
- Initiate and implement suggestions for continuous improvement within the customer service department
- Forecast and track key metrics
10
Responsibilities For Senior Customer Service Specialist Resume
- Proficient with MS Word, Excel and Power Point
- Develop a collaborative relationship with the Customer. Use joint supply plans and regular customer meetings to review performance and analyse potential process optimization
- Lead collaborative forecasting meetings in the customer to drive forecast accuracy across both businesses. Track consumption against forecast of new products, promotion quantities and lines on allocation to proactively identify service risks
- Work with the order fulfilment team to coordinate efficient order execution for customers with a focus on promotion quantities, seasonal lines and lines on allocation
- Drive and manage the Customer Innovation project agenda for the Morrisons portfolio. Lead planning and execution of peak season order processes in line with agreed customer intents, investigation of under/over consumption
- Lead team to achieve customer service targets, support the improvement agenda across both internal process and external customer relations
- Coordinate with customers and FX Group to determine an exchange rate (for incoming and outgoing funds) - informing customers of exchange for CMS wires and confirming exchange with customers for non-CMS wires
- Knowledge of overall payment systems and the related operations and good understanding of desktop applications are required
- Lead Customer Service projects such as E-Claim and Wechat store etc
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