45 Winfield Dr., Charleston, SC 90764
(123) 456 – 7895
HarperStewart@gmail.com
Customer Service Representative with over 5 years of experience in a call center setting, including sales, tech support, and customer care. Familiar with major customer care software, conflict resolution, and possess a positive attitude. Aiming to use my proven skills to effectively fill the managerial role in your company.
PROFESSIONAL EXPERIENCE
SATTELITE TV CO. Mt. Pleasant, SC
Customer Care Specialist September 2016 – Present
- Handle 90+ calls daily, with duties including signing up new customers, retrieving customer data, presenting relevant product information, and canceling services
- Trained two new employees in how to use Kayako, entering customer data and organizing customer interaction logs
- Received an average 85% customer satisfaction rating to date, 15% higher than company average
- Research complicated cases without prompting to provide more comprehensive service to customers
- Suggested a new tactic to persuade canceling customers to stay with the company, resulting in a 5% decrease in cancellations
SCOTTRADE Boston, MA
Customer Care Intern September 2013 – 2016
- Memorized entire line of company products & services, including prices and special discounts
- Provided basic technical support for clients on a wide range of company products, resolving issues at a 90% rate
- Remained courteous and calm at all times, even during moments of intense customer displeasure
- Learned how to use Kayako and Zendesk customer service software, as well as Parcel Audit to track shipments and report on movements
- Awarded “Fastest Learner” award during the first month of intern training
EDUCATION
BOSTON UNIVERSITY Boston, MA
B.A. Marketing, 2013
- GPA 3.6/4.0
- Dean’s Scholarship Recipient
ADDITIONAL SKILLS
- Software: Zendesk, Kayako, and Parcel Audit
- Experience with Microsoft Office – Word & Excel
- Excellent communication skills with a focus on customer service
- 70WPM Typist
- Problem Solving
- Team Leadership