Customer service representative
Resume examples

Advised customers on products, services, and current promotions, by identifying and recommending appropriate products and services based on their needs and preferences.

• Cut back on complaints 40% by initiating new call script to meet customers’ most urgent needs.
• Created and maintained customer loyalty through excellent customer interactions.
• Engaged with customers to provide a positive customer experience, by answering questions and resolving complex customer inquiries.
• Welcomed new customers and transferred warm leads to sales department.
• Participated in on-going training and development.
• Leveraged excellent communication and public speaking skills to de-escalate issues and provide high-level customer service experiences.

Served as the primary point of contact for clients enrolled in company’s needs-based programs. Provided the connection between our Product Development and Sales teams. Demonstrated hard work ethic coupled with an upbeat, positive attitude, and strong attention to detail.

• Reduced service calls 10% by adding KSA section to service webpage.
• Worked closely with customers and product managers to provide rapid and accurate service.
• Utilized appropriate resources and materials to resolve client inquiries or concerns with limited escalation to supervisors.
• Developed and maintained positive client relations and coordinates with other departments within the company to ensure requests and questions are handled appropriately and in a timely manner.

Responded to client requests and anticipate needs by answering general inquiries, addressing any problems or concerns, and ensuring a successful program experience. Analyzed client concerns through demonstrated effective listening, and provided solutions in a timely and efficient manner.

• Reduced customer attrition 80% by designing and executing new service offering.
• Provided a best-in-class client service experience over the phone and other communication channels.
• Developed and maintained positive client relations and coordinated with other departments within the company to ensure requests and questions are handled appropriately and in a timely manner.

Resolved 200+ client inquiries each week via phone, email, and social media pages (Facebook, Twitter, and Instagram). Spearheaded process improvements and trained 5 customer service staff on call handling, problem-solving, and client relationship establishment and maintenance. 

• Awarded customer service representative of the year consecutively from 2017 to 2021 courtesy of best-in-class support and service to customers both in-person or over the phone.
• Leveraged customer complaints data in suggesting revolutionary process and service enhancement strategies, reducing customer churn by 8%.