[YOUR NAME HERE]

United States | 555-123-4567 | YourName@email.com

PROFESSIONAL SUMMARY

Experienced customer service leader with over five years of experience in account management, telephone, email, and
virtual customer service. Excited to bring my proven skills and customer enthusiasm to the Williams-Sonoma customer
service team.

Knowledge & Skills Areas

• Customer Support • Sales Support
• KPIs (AHT, QA, CSAT) • Voice of Customer
• Negotiation • MS Office Suite

PROFESSIONAL EXPERIENCE
Billing Agent, LabCorp 03/18 – present
 Take ownership of 50+ inbound calls and email inquiries from customers to assist with portal access, password
resets, troubleshooting and escalations to senior management.
 Educate customers on disease management, hospital co-pays, and claim statuses related to specific insurance
carriers.
 Maintained an average of 97% CSAT (customer satisfaction) goal each quarter for the department and
maintained a 97% customer satisfaction survey rating.
 Review work requests for vendors and company partners responsible for closing out customer account balances.
 Facilitate development opportunities for new hires and transitioning team members across multiple business units
each quarter to promote cross-collaboration and skill sets.
 Escalated customer payment issues to Tier 2 support to achieve quickest resolution and minimize wait times.
Follow all company standards regarding paperwork, labor laws, cash management and loss prevention, and
revenue.
 Provide a secure working environment in accordance with HIPAA standards and maintain a clean and organized
accident-free work area.
 Review, audit, and electronically scan sensitive documents using specialized handling instructions.

Lead Cashier, Williams Sonoma 09/17

– 03/18
● Perform daily transactions of $15,000+ while upselling to meet daily revenue targets and increase average order
value (AOV).
● Assist in training 10-12 cashiers and new hires on Point-Of-Sale (POS) and other workforce management
systems.
● Build a rapport with regular customers and maintain effective, professional relationships with store employees
and vendors.
● Consult with leadership for assigned dining room station, opening side work, and closing side work daily duties.
● Follow all company standards regarding paperwork, time management, cash management and loss prevention,
and revenue.
● Provides a safe working environment in accordance with OSHA standards and maintain a clean and organized
accident-free work area.
● Take pride in every aspect of work duties and perform it with energy and enthusiasm to create an enjoyable
environment for customers.

Greeter, Ross 3/17 – 9/17
 Greet incoming customers entering store and thank exiting customers for shopping with the company.
 Calmly manage and resolve customer situations during shopping and checkout, including disorderly customers,
and medical emergencies.
 Audit customer receipts and items in cart to mitigate theft and unauthorized removal of store products that have
not been scanned.
 Communicate in writing to complete paperwork and detailed reports regarding incidents and/or discrepancies to
management and leadership.
 Ensures cleanliness of store's interior, exterior, restrooms, and all common areas that customers occupy.
 Supervises loading and off-loading of store deliveries and ensures access to entrances for personnel.
 Maintained thorough knowledge of products, sales, promotions, and holiday discounts to provide customers
accurate responses.

Team Lead, JCPenney’s, Inc. 5/13- 8/14

 Improved customer experience by overseeing three multi-faceted modular redesign projects on a weekly basis.
 Planned the succession of exiting associates at all levels through employee training and mentoring promising
associates.
 Guaranteed compliance with company policies and procedures by holding hourly Associates accountable,
maintaining quality assurance standards, developed, and implemented plans of action to correct insufficiencies.
 Drove financial performance of assigned area by ensuring sales and profit goals were achieved by identifying and
delegating responsibilities for employees.

POSITION TITLE HERE Date – Date

Company, Location

● About 76% of resumes are rejected for having an unprofessional email address. Get a professional Gmail email
address with just your name. It only takes a minute.
● Once your resume is done, read it in 10 seconds or less and see what you take away from it. Go back through and
bold any important achievements or keywords that are relevant and will catch the reader’s eye in 7 seconds.
● Any additional bullet points
● Any additional bullet points

POSITION TITLE HERE Date – Date

Company, Location

● This template is meant to be ATS friendly, so you can upload it to job postings in either Word format, or PDF
format. I recommend saving as a PDF to ensure your format doesn’t get changed when you upload the resume.
● What’s more important is that your resume includes relevant, targeted content to the job you’re applying for. Try
to keep your resume down to 1-2 pages.
● Additional tips: Don’t forget to edit your name on the top of page 2, and your contact info at the bottom! In
Microsoft Word, go up to the menu and click View – Header and Footer. That will enable you to edit your name
& contact info. I always recommend having your name & contact info on any additional resume pages just in
case.

EDUCATION
Penny Community College, Harrisburg 08/16
Associate of Business Administration                                                                                            
Certificate in Non-Profit Management

The University of USA

12/12
Bachelor of Arts in Communications: Public Relations and Interpersonal, Business Organizational       
Certificate in Technical Support