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On-Call Service Representative resume examples

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Skills

  • Complaint de-escalation techniques
  • Shipping procedures understanding
  • Multi-line phone talent
  • International sales support
  • Cross-functional team management
  • Key stakeholder relationship building
  • Client relationship management
  • Strategic sales knowledge
  • Training development aptitude
  • Key holder experience

Work Experiences

  • Used a POS system to itemize and total the purchases of 13 customers.
  • Provided ongoing guest service, which included Adobe Creative Suite recommendations.
  • Looked into and resolved issues with accounting, service, and delivery.
  • Provided primary customer support to internal and external customers in a fast-paced environment.
  • Continually improved my sales abilities and product knowledge in order to provide excellent service and meet quotas.
  • Entered customer interaction details into HubSpot to track requests, document problems, and record solutions offered.
  • Improved efficiency and performance by tracking team member productivity and providing feedback.
  • Assisted and cross-trained other customer service managers.
  • Averaged 10 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
  • Kept track of cash drawers in multiple checkout stations and ensured that there was enough cash on hand.

Summaries

  • HubSpot and process techniques have been taught to me.
  • Dedicated to achieving established targets and team goals and has a track record of success.
  • Bring extensive high-call volume experience working with standard consumers spanning 16 years.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Effective at managing phone calls, emails, letters, and in-person requests for assistance while adhering to category regulations and metric department guidelines.
  • Hardworking On-Call Service Representative with 8 years of telecommuting experience meeting customer needs.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Tableau expert with 15 years of experience in related roles.
  • Facilitate positive experiences by providing excellent customer service and quickly resolving complaints and issues.
  • Great phone skills and system talents have a proven track record of increasing productivity and customer satisfaction.

Accomplishments

  • Reduced abandonment rate on service calls by 46% through streamlined resolution processes and cross-training staff.
  • Delivered culturally-sensitive customer care by leveraging multilingual capabilities in method, improving customer retention in international markets.
  • Developed a comprehensive resource library for team members, accelerating new employee onboarding and reducing learning curve by 51%.
  • Collaborated with team of 12 in the development of category.
  • Earned praise from upper management for consistently meeting or exceeding performance goals in fast-paced, high-stress environments.
  • Provided on-call support during critical outages, reducing downtime by 72% in 18 months.
  • Proficiently supported customers for over 2 different products and services, resulting in increased competence across the board.
  • Exceeded targets for client satisfaction by proactively communicating updates and resolving complex customer issues, reducing churn by 26%
  • Trained new hires on updated service procedures, enhancing their speed and accuracy by 73% within one year.
  • Achieved and maintained PMP, increasing service quality in handling specialized requests.

Affiliations

  • International Frontline Service Professionals Association
  • Project Management Institute
  • Global Service Management Support Organization
  • American Medical Informatics Association
  • American Society for Quality (ASQ)
  • American Society of Safety Professionals
  • Society for Human Resource Management (SHRM)
  • Customer Service Institute of America (CSIA)
  • Association for Supply Chain Management (APICS)
  • Association of Information Technology Professionals

Certifications

  • Project Management Professional (PMP)
  • Certified VoIP Technical Specialist - Cedar Works, 2023
  • Certified Contact Center Operations Manager (CCOM) - Vantage, 2019
  • Salesforce
  • Customer Service Excellence Certification - Harbor & Co., 2016
  • Certified Public Accountant
  • Help Desk Institute (HDI) Certification for Customer Service Representatives
  • Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate
  • Certified Bilingual Call Handling Specialist - French, Brightline, 2017
  • Certified Help Desk Manager (CHDM) - Help Desk Institute (HDI)

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