*****Job link below:

https://careers.usbank.com/global/en/job/2023-0027981/Mortgage-Servicing-Resolution-Specialist
(Mortgage Specialist, $28/hr.)

****** (I cannot control when the job closes! If the link DOES NOT work, the job has closed.)

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[YOUR NAME HERE]

United States | 555-123-4567 | [email protected]

PROFESSIONAL SUMMARY
Experienced customer service representative with over five years of experience in customer complaints, case
management, telephone, email, and virtual customer service. Excited to bring my proven skills and customer
enthusiasm to the US Bank advocacy team.

Knowledge & Skills Areas

• Service Level Agreements • Salesforce

• KPIs (AHT, QA, CSAT) • Zendesk

• Chat Support • Billing Support

PROFESSIONAL EXPERIENCE
Sr. Customer Service Rep, Concentrix 09/20
– present
 Triaged inbound chat support calls and email inquiries from customers to assist with complaints,
escalations, new account setup, refunds, and troubleshooting.
 Escalated and managed SME customer issues related to account records, data input, access levels and
adhoc reports and case files.
 Achieved an average of 98% CSAT (customer satisfaction) goal each quarter for the department and
maintained a 97% customer satisfaction survey rating.
 Provide performance feedback to agents regarding call time, escalation rates, hold times, customer
rapport and phone behavior.
 Communicate in writing to complete paperwork and detailed reports regarding incidents and/or
discrepancies to management and leadership.
  Trained new hires and transitioning team members across multiple business units each quarter to
promote cross-collaboration and skill sets.
 Acted as a liaison for cross-functional business units during team trainings, calibration sessions, and
leadership meetings

Lead Sales Associate, Macy’s 04/17

– 09/20
 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.

 Performs "preflight" style inspections of store to prevent emergencies and safety violations that lead to
injuries.

 Ensures cleanliness of store's interior, exterior, restrooms, and all common areas that customers occupy.

 Provides leadership, direction and assistance during an emergency, including office evaluation,
administering first aid to employees with minor injuries.

 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, Company Date – Date

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POSITION TITLE HERE, Company Date – Date

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