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Verizon Wireless - Senior Customer Service Rep Resume Example

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Lily Sanders
XXXX X XXXXXXXX XXX XXX XXX
Mesa, AZ 85204
Ph: XXXXXXXXXXXX
XXXXXXXXXXXXXXXXXXXX
Professional Summary

Service-oriented Customer Service Rep with ten year background in call center customer care. Core competencies include caring connection with clients. Detail-oriented with excellent communication and time management skills. Handles tasks with accuracy and efficiency.

Skills

--Highest number of calls handled per day, on 14 member team, while maintaining customer satisfaction survey ratings over 96%
--Bilingual - Spanish

--99% accuracy in order entry --Received 20+ recognition awards of monetary value for providing World Class customer service.

--Provide complete account review to ensure client has all products and services needed. Includes follow-up with customer as necessary. --Calm frustrated clients through active listening, empathy, and understanding, to resolve root issue to satisfaction of all.

--Work well in team, but am also self motivated, would rather have any work to do than to remain idle.

Experience
Senior Customer Service Rep/ Customer Advocate Sep 2009Present Verizon Wireless Chandler, AZ
  • First point of contact with customers, inquiring and ordering products and services, as well as billing inquiries, and first line technical support.
  • Review financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement.
  • Use of several computer programs simultaneously to resolve customer inquires on first call basis.
Customer Service Aug 2008Sep 2009 Trompeter/Semflex Mesa, AZ
  • Manage the movement of goods into and out of production facilities.
  • Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
  • Refer unresolved customer grievances to quality control, and purchasing departments for further investigation.
  • Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods
  • Personally responsible for all orders within several particular states within U. S.
  • Personally responsible for all orders and correspondence for Mexico, Spain, and all other Spanish Speaking countries.
Receptionist Apr 2005Aug 2008 Trompeter/Semflex Mesa, Az
  • Operate telephone switchboard to answer, screen, or forward calls, providing information, taking messages, or scheduling appointments.
  • Transmit information or documents to customers, using computer, mail, or facsimile machine.
  • Collect, sort, distribute, or prepare mail, messages, or courier deliveries.
  • Verify proper security clearance credentials, as well as following government procedures for chain of command when receiving 'Top Secret' orders via special couriers.
  • Respect and operate with complete confidentiality of records and information.
  • Requested additional duties from supervisor to eliminate time with no duties to fulfill.


This request lead to the following support processes:

  • Perform administrative support tasks.Calculate and quote rates for the products and services provided by the company.
  • Analyze data to determine answers to questions from customers
Education
GED Moraga, CA Campolindo High School Feb 1976
Associate of Arts: Marketing Concord, CA Sears Training Center Apr 1978 Continuing education in Marketing and Sale Principles. Not an Associate Degree, recognition received for successful completion via certificates. Another certificate I received was for Exemplary Service to Customers.
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Resume Details

This is a real resume for a Senior Customer Service Rep in Mesa, Arizona with experience working for such companies as Verizon Wireless, Trompeter, Semflex. This is one of the hundreds of Senior Customer Service Rep resumes available on our site for free. Use these resumes as templates to get help creating the best Senior Customer Service Rep resume.

Previous Companies:

  • Verizon Wireless
  • Trompeter
  • Semflex

Previous Job Positions:

  • Senior Customer Service Rep
  • Customer Advocate
  • Customer Service
  • Receptionist

Schools:

  • Campolindo High School
  • Sears Training Center

Level of Education:

  • GED
  • Associate of Arts

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