jessica claire resumesampleexamplecom 555 4321000 100 montgomery st 10th floor summary resultsoriented customer service professional fifteen years experience three team leader recognized great leadership interpersonal multitasking problem solving skills high volume call center environment known training leading motivating employees top producing agents received numerous rewards outstanding team player providing excellent customer service skills problemsolving abilities inbound outbound calling good listening skills customer complaint resolution product knowledge billing inquiries billing creative problem solving coaching counseling creative problem solving credit credit risk customer satisfaction customer service team leader listening managing problemsolving producing researching upselling supervisor troubleshooting inbound outbound calling education training benedict college sc 2000 bachelor social work social work experience cvs health customer service advocate evansville 062018 current receive inbound customer calls using computer terminal researching resolving billing inquiries explaining products services troubleshooting service equipment questions identifying opportunities sell additional wireless solutions customers educate customers valueadded benefits products services explain solutions enhance customers lifestyle wireless experience assist team members complex questions regarding customer account system issue help find resolution assisting supervisor coaching developing team member top producing agent consulted customers determine best methods resolve service billing issues capitalized opportunities enhance customer experiences bring repeat business encouraged customers become selfsufficient webbased mobile support tools monitored trends recommended customer service improvements enhance team success answered 30 inbound calls per day directed designated individuals departments delivered fast friendly knowledgeable service routine questions service complaints evaluated benefits caller determine service needs address concerns rinnai credit fraud investigator la mesa ca 082011 122017 reviewed establish credit lines new business customers analyzing key factors business determine level investigation required eg company data credit score sic code founded date demographics economic conditions existing payment trends reviewed analyzed suspected fraudulent transaction make received internal external customer calls pertain credit risk fraud pull analyze credit data various sources validate businesses determine credit lines established extended accounts requiring depth investigation contact customer additional information document key credit information future reference update creditfraud databases communicate customers provide explanation findings possible offer alternative payment methods options process pending orders develop new ways prevent fraudulent losses based reactionary proactive trends maintain daily goals working 130 accounts weekly qa 100 average 50 70 incoming outbound calls daily ncr customer care team leader city state 052007 062010 supervised twenty employee team customer service agents answered teams customer inquiries handled escalations trained agents maintaining workload team leader responsible managing global call management team functioning two locations columbia sc peachtree city ga run daily weekly monthly customer reports ensured daily asa average speed answered goal 45 seconds met monitoring status agent ensure available take calls times maintained score 95 five scorecard metrics performing weekly audit team ensured daily asa average speed answered goal 45 seconds met monitoring status agent ensure available take calls times maintained score 95 five scorecard metrics performing weekly audit team placed agents development plan score 94 lower coached agents conducting one one monitoring training session score improved reviewed made correction schedule ensure shift fully staffed agents optimally positioned ensure daily asa goal met attained 9095 customer satisfaction professional highly motivated enthusiastic team members conducted verbal counseling sessions agents providing clear understanding mistaken made documented agents counseling folder