Free Customer Service Associate Resume Sample [2022]

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    4+ years experienced Customer Service Associate with a track record of rendering customer-friendly support in a high-pressure environment for public utility products. Armed with an unwavering commitment towards customer service, with an ability to cultivate productive relationships, resolve complex issues and earn customer loyalty. Adept at forging strategic alliances and engineering business-friendly partnerships. Proficient in deploying excellent communications and problem-solving skills for resolving conflicts. Demonstrated capability to spearhead and coordinate with cross-functional teams for boosting customer satisfaction levels and delivering compelling business value to clients.
    • Process Optimization • Escalation Management • Stakeholder Management • Customer Relationship Management
    • Multi-tasking • Reporting & Documentation • Product Management • Issue Resolution & Troubleshooting
    • Problem Solving • Communication & Coordination • Conflict Resolution • Data Entry • Risk Mitigation
    • Employee of the Month | Shutter CS | Sep '13
    • Phantoms's Best New Employee | Phantom CS | '14
    • Public Interaction & Personality Development | Kan's Institute | '13
    • Summer Certification | Public Speaking | Welhem School | '07
    • Secured 1st position in the Elocution competition held at Washington University in '10
    • Regularly participated in inter-college parliamentary debates
    • Awarded the McBright Scholarship worth USD 15k for undergraduate studies in ’09
      Leadership & Team Management
      • Spearheading a team of ~10 Customer Service Representatives to deliver flawless customer service across multiple fields
      • Mentoring new representatives by supervising the on-boarding process and overseeing the training initiative
      Coordination & Process Optimization
      • Liaising & coordinating with BRM to manage and fulfill resource requirements on a daily basis
      • Directing the preparation & review of daily survey transcripts by developing & maintaining tracker of resource details
      • Formulating new promotional methodologies & devising recommendations for up-selling of concessions
      Escalation Management & Customer Relations
      • Processing incoming calls from policyholders & resolving issues by responding to customer queries
      • Ensuring optimum levels of customer service as an in-charge of general facility maintenance
      • Liaising with key internal & external stakeholders to manage escalations in an effective & quality bound manner
      Key Accomplishments
      • Recognized as the 'Best Customer Service Associate' out of 20 members in the Division based on customer feedback
      • Trained and mentored ~40 new Executives & Representatives
      • Conceptualized and co-developed on-the-job training program to achieve a reduction in training time by ~25%
      • Played a critical role in increasing business for the financial year '15 - '16 by ~10%
        • Managed a high-volume of workload in a commitment-driven and high-pressure environment
        Risk Mitigation & Troubleshooting
        • Led all troubleshooting initiatives pertaining to tablet and e-reader devices
        • Brainstormed with management to conceptualize & implement risk management strategies for minimizing security threat
        Customer Management
        • Effectively processed customer inquiries and resolved complaints, billing questions and payment extension/service requests
        • Played a key role in retaining existing client base by repairing trust and designing customer-centric solutions
        Key Achievements
        • Resolved an average of 550 inquiries on a weekly basis by establishing performance benchmarks
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            • Languages: English, Spanish
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