CUSTOMER CARE REPRESENTATIVE Professional Summary Skills Account reconciliation Exceptional organization Billing collections expert Invoice payment transactions Work History Customer Care Representative 06/2013 08/2014 Company Name – City State Managed customer calls effectively efficiently complex, fast-paced challenging call center environment Addressed resolved customer product complaints empathetically professionally Defused volatile customer situations calmly courteously Gathered verified required customer information tracking purposes Referred unresolved customer grievances designated departments investigation Met exceeded service quality standards every review period Maintained detailed administrative procedural processes improve accuracy efficiency managing wide variety customer service administrative tasks Mastery customer service management systems databases Excelled meeting objectives use independent action, prioritization, persistence, leadership skills Addressed customer service inquiries timely accurate fashion, providing appropriate information maintaining precise records high standard customer service Managed quality communication, customer support product representation customer Ran reports supplied data fulfill customer report requirements Built customer loyalty resolving complaints, expediting orders, locating out-of-stock discontinued items Recommended, selected helped locate merchandise based customer needs desires Communicated merchandise needs issues appropriate departments supervisors Maintained up-to-date knowledge company policies regarding service requests, product issues, returns exchanges, replacement policies Promptly responded inquiries members, staff, customers via phone, e-mail fax Maintained detailed administrative procedural processes improve accuracy efficiency managing wide variety customer service administrative tasks resolve customer issues quickly efficiently Developed effective relationships departments, including sales, quality assurance, service, clear communication Used humor, positive attitude, high standards encourage assist customers Participated extensive classroom online training seminars Promoted positive work atmosphere behaving communicating manner supported staff customers Excelled meeting objectives use independent action, prioritization, persistence, leadership skills. Club Manager 06/2011 03/2013 Company Name – City State Contributed overall success franchise facility tours potential new members, explaining promotions, handling customer concerns issues Recruited, trained, supervised staff 12-15 Coordinated daily operations, addressed resolved customer complaints Overall accountability sales cash management completion balance sheets daily deposit reports Performed daily balancing transactions: cash credit deposits; balanced ledger accounts determine customer growth Surpassed revenue goals four consecutive quarters Verified new memberships, cancellations, electronic fund transactions Explained membership contracts signing new members working towards upgrading membership agreements Performed weekly inventory responsibilities order process supply orders merchandise, cleaning, office supplies Maintained facility equipment member base 8,000 people Maintained high level customer service professional manner. Customer Service Team Lead 10/2007 06/2010 Company Name – City State Assisted customers account inquiries including questions, concerns, issues Collected past due debts delinquent accounts Set new customer accounts, including explaining, selling, bundling services, entering customer information scheduling product installation Relayed specific account information customer courteous professional manner maintaining account security confidentiality Worked retain customers looking disconnect downgrade services Identified staff vacancies recruited, interviewed selected qualified applicants increase employee base meet ever-changing staffing needs Managed monitored daily activities average 18 customer service representatives Routinely prepared evaluations identify problems areas improvement Developed implemented policies, procedures process improvement initiatives improve retention rates increase employee customer satisfaction Recommended changes existing methods increase accuracy, efficiency responsiveness customer service department Generated employee tracking reports week regard hours benefits Formulated enforced company policies, procedures quality assurance measures training staff improve customer interactions Addressed inquiries management regarding new-hire activity ongoing employee relation issues Facilitated information flow customer service, account management operations, quality assurance, training payroll departments guarantee call center objectives met Defused volatile customer situations calmly courteously Mastery customer service management systems databases Managed customer calls effectively efficiently complex, fast-paced challenging call center environment Resolved service, pricing technical problems customers asking clear specific questions Prepared reports communication senior management clients Managed high call volume tact professionalism Initiated operations improvements improve overall call center productivity Provided incentive increase productivity offering employees awards best customer service Oversaw call center employees ensure customer satisfaction goals consistently met Conducted performance reviews Customer Service Representatives reduce resolution time improve customer satisfaction rates Acted professionally patiently addressing negative customer feedback Improved call center functionality service capacity resolving customer complaints efficiently quickly Developed process controls metrics daily management Call Center Answered average [number] calls per day addressing customer inquiries, solving problems providing new product information Greeted customers entering store ascertain customer wanted needed Described product customers accurately explained details care merchandise Earned management trust serving key holder, responsibly opening closing store Politely assisted customers person via telephone Communicated vendors regarding back order availability, future inventory special orders Successfully acquired average [number new customers per month, generating [number]% growth revenue Provided elevated customer experience generate loyal clientele Implemented marketing strategies resulted [number]% growth customer base Recommended, selected helped locate obtain out-of-stock product based customer requests Answered product questions up-to-date knowledge sales store promotions Effectively communicated supported sales, marketing administrative teams daily basis Conducted weekly walk-throughs manager discuss interior visual displays, including store window presentation Handled daily heavy flow paperwork cooperated Ensured superior customer experience addressing customer concerns, demonstrating empathy resolving problems spot Managed wide variety customer service administrative tasks resolve customer issues quickly efficiently Recipient multiple positive reviews acknowledging dedication excellent customer service Monitored cash drawers multiple checkout stations ensure adequate cash supply. Education Associate Applied Business Administration Human Resources, Management Studies, Payroll Records, Accounting, Business Law 6 2007 Trumbull Business College City State Human Resources, Management Studies, Payroll Records, Accounting, Business Law Skills account management, administrative, balance sheets, benefits, Call Center, cash management, closing, contracts, credit, clientele, clients, customer satisfaction, excellent customer service, Customer Service, customer support, databases, e-mail, senior management, fashion, fast, fax, inventory, leadership skills, ledger, managing, marketing strategies, marketing, office, window, payroll, performance reviews, policies, pricing, process improvement, processes, quality, quality assurance, selling, sales, scheduling, seminars, staffing, telephone, phone, upgrading