Customer Service Professional Resume

Samuel Jost

Seasoned, polished call center professional who offers expertise in successfully resolving customer issues in busy, stressful, all center environments

 Customer Service Professional
 Call Center Expert with 10 Years’ Experience

Seasoned, polished call center professional who offers:

·         Expertise in successfully resolving customer issues in busy, stressful, all center environments

·         Ability to provide resolution quickly and permanently with initial call

·         Consistent positive responses from customer surveys

·         Skill in building positive customer-relations and retaining customers for my employer

·         Superior listening skills, tact, and diplomacy in the face of angry customers

·         Ability to find creative solutions to complex problems

Experience

Customer Service Representative/Trainer
6/2008 – Present, Commonwealth Power, Kansas City, KS

Respond to customer inquiries, issues, billing/payment problems. Calm angry callers through active listening; restore trust; develop solutions; coordinate with accounting, field repair, and consumer affairs departments.

Key Results:

  • Consistently meet and often exceed benchmark requirements for number of calls and resolutions within timeline parameters
  • Named as the consultant representative when less experienced staff members have difficult or challenging issues
  • Earned superior ratings in all performance areas during every 6-month performance review for the past 8 years
  • Promoted and moved to training new hires one week every 2 months
  • Participated in the production of a training video

Customer Service Agent
1/2006-5/2008, BMA INSURANCE COMPANY, Kansas City, KS

Responded to calls from policyholders and potential customers. Resolved issues and affected policy changes; provided quotes and other information for inquiries; gained information to provide leads to sales team.

Key Results:

  • Awarded #1 Customer Service Rep in June, 2007 from among 22 customer service reps. Award is based upon customer satisfaction with their service, accuracy of information provided, and number of leads generated.
  • Participated in development of training manuals and videos that reduced training time by 1 full week.

Education

9/2005-6/2006, Kansas City Community College

Completed 30 credit hours toward an Associate’s degree in Sales/Marketing

Currently enrolled in evening classes in the same program.

9/2001-6/2005, Shawnee Mission East High School, Leawood, KS

High School Diploma

Skills

  • Call Center Management
  • Ability to train others
  • Leadership
  • Sales lead generation
  • MS Word, Excel, PowerPoint
  • Superior interpersonal relationship skills in challenging circumstances

Activities/Hobbies

  • Habitat for Humanity Volunteer
  • Soccer Coach – Kansas City Boys’ Club
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