Professional Guest Service Agent Resume
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185 Maple St.
Sometown, CT 55555
Home: (860) 555-5555
Customer Service Rep /
10 Years’ Experience in Call Center Settings
Polished, professional customer service rep offering:
10 years of experience providing customer support in busy call center
environments for public utility and insurance industry employers.
An unwavering commitment to customer service, with the ability to build
productive relationships, resolve complex issues and win customer loyalty.
Strategic-relationship/partnership-building skills -- listen attentively, solve
problems creatively, and use tact and diplomacy to find common ground and
achieve win-win outcomes.
Customer Service Representative
5/2005-Present, ABC UTILITY COMPANY, Hartford, CT
Handle customer inquiries, complaints, billing questions and payment
extension/service requests. Calm angry callers, repair trust, locate resources for
problem resolution and design best-option solutions. Interface daily with internal
partners in accounting, field services, new business, operations and consumer affairs
Managed a high-volume workload within a deadline-driven environment.
Resolved an average of 550 inquiries in any given week and consistently met
performance benchmarks in all areas (speed, accuracy, volume).
Became the lead “go-to” person for new reps and particularly challenging calls
as one of the company’s primary mentors/trainers of both new and established
Helped company attain the highest customer service ratings (as determined by
external auditors) -- earned 100% marks in all categories including
communication skills, listening skills, problem resolution and politeness.
Officially commended for initiative, enthusiasm, tenacity, persuasiveness,
intense customer focus and dependability in performance evaluations.
Completed voluntary customer service training to learn ways to enhance
customer satisfaction and improve productivity.
Customer Service Agent
2/2001-5/2005, DEF INSURANCE COMPANY, Hartford , CT
Handled incoming calls from policyholders, responding to inquiries, resolving
problems and correcting policy errors. Provided quotes and executed online policy
changes for auto, home and excess liability. Used consultative selling techniques to
provide leads for telesales personnel.
Recognized as “#1 Customer Service Rep” (out of 20 reps in division) in Fall
2004. Ranking was based on accuracy, customer service, duration of calls and
Co-developed on-the-job training program that reduced training time from eight
weeks to five.
Contributed to an 8% sales increase in 2004 by improving lead-generation and
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