Marie Clark

185 Maple St. Example Town 2000 Mobile: 0400 000 000 mclark@somedomain.com

Customer Service Rep / 8 Years Experience in Call Center Settings

See areer!ne"s ad#ice articles$ #ideos and res%me b%ildin& tool 'ere

(olis'ed$ pro)essional c%stomer ser#ice rep o))erin&: Ei&'t *ears o) experience pro#idin& c%stomer s%pport in b%s* call center en#ironments )or p%blic %tilit* and ins%rance ind%str* emplo*ers. +n %nwa#erin& commitment to c%stomer ser#ice$ wit' t'e abilit* to b%ild prod%cti#e relations'ips$ resol#e complex iss%es and win c%stomer lo*alt*. Strate&ic,relations'ip-partners'ip,b%ildin& skills ,, listen attenti#el*$ sol#e problems creati#el*$ and %se tact and diplomac* to )ind common &ro%nd and ac'ie#e win,win o%tcomes.

Experience Customer Service Representative

5/2005-Present, ABC UTILITY C !PA"Y, #$amp%e To&n .andle c%stomer in/%iries$ complaints$ billin& /%estions and pa*ment extension-ser#ice re/%ests. alm an&r* callers$ repair tr%st$ locate reso%rces )or problem resol%tion and desi&n best,option sol%tions. 0nter)ace dail* wit' internal partners in acco%ntin&$ )ield ser#ices$ new b%siness$ operations and cons%mer a))airs. 'e( Accomp%is)ments* Mana&ed a 'i&',#ol%me workload wit'in a deadline,dri#en en#ironment. 1esol#ed an a#era&e o) 550 in/%iries in an* &i#en week and consistentl* met per)ormance benc'marks in all areas 2speed$ acc%rac*$ #ol%me3. 4ecame t'e lead 5&o,to6 person )or new reps and partic%larl* c'allen&in& calls as one o) t'e compan*"s primar* trainers o) new and establis'ed emplo*ees. .elped compan* attain t'e 'i&'est c%stomer ser#ice ratin&s 2as determined b* external a%ditors3 ,, earned 1007 marks in all cate&ories incl%din& comm%nication skills$ listenin& skills$ problem resol%tion and politeness. !))iciall* commended )or initiati#e$ ent'%siasm$ tenacit*$ pers%asi#eness$ intense c%stomer )oc%s and dependabilit* in per)ormance e#al%ations. ompleted #ol%ntar* c%stomer ser#ice trainin& to learn wa*s to en'ance c%stomer satis)action and impro#e prod%cti#it*.

Customer Service A+ent

2/200,-5/2005, -#. I"SURA"C# C !PA"Y, #$amp%e To&n

.andled incomin& calls )rom polic*'olders$ respondin& to in/%iries$ resol#in& problems and correctin& polic* errors. (ro#ided /%otes and exec%ted online polic* c'an&es )or a%to$ 'ome and excess liabilit*. 8sed cons%ltati#e sellin& tec'ni/%es to pro#ide leads )or telesales personnel. 'e( Accomp%is)ments* 1eco&ni9ed as 5:1 %stomer Ser#ice 1ep6 2o%t o) 20 reps in di#ision3 in ;all 2004. 1ankin& was based on acc%rac*$ c%stomer ser#ice$ d%ration o) calls and a#ailabilit*. o,de#eloped on,t'e,<ob trainin& pro&ram t'at red%ced trainin& time )rom ei&'t weeks to )i#e. ontrib%ted to an 87 sales increase in 2004 b* impro#in& lead,&eneration and sales,trackin& tec'ni/%es.

Education
//200,-0/200,, ActionStu1ies Customer Service S2i%%s Trainin+, #$amp%e To&n ompleted )i#e 4,'o%r mod%les o) c%stomer ser#ice trainin&. Topics incl%ded 'ow to: =reet trans)er and 'old calls 4%ild rapport$ listen$ clari)* and mana&e con#ersational )low Mana&e %pset c%stomers$ con)licts and c'allen&in& sit%ations

3/,330-0/2000, 4Y5 6i+) Sc)oo%, #$amp%e To&n

Skills
S2i%% "ame %stomer Ser#ice all enter Ser#ice !perations >isp%te 1esol%tion Sales ?ead =eneration >ata Entr* M%ltiline ('one 8se MS @ord$ Excel and +ccess S2i%% Leve% Expert Expert Expert Expert Expert Expert 0ntermediate Last Use1/#$perience %rrentl* %sed-8 *ears %rrentl* %sed-8 *ears %rrentl* %sed-8 *ears %rrentl* %sed-8 *ears %rrentl* %sed-8 *ears %rrentl* %sed-8 *ears %rrentl* %sed-A *ears

Additional Information
@illin& to relocate @illin& to tra#el %p to 257 o) t'e time