Customer Service CV

Example Europass Curriculum Vitae
Personal information
First name(s) / Surname(s) John Smith
Address(es) Street Name
London
6020
UK
Telephone(s) Home: 1234-1234567
Fax(es) 1234-1234567
E-mail(s) jsmith@mail12.com
Nationality English
Work experience
Dates April 2002 – present
Occupation or position held Customer Service Representative
Main activities and responsibilities Managed staff of 5 Customer Support professionals ensuring accuracy in order processing, quality customer service, professional demeanor, and proficiency with technology. Supported clerical and order processing needs of sales staff and parts department. Maintained standard human resource policies and procedures for dealership.
Streamlined order entry system and improved accuracy of documentation, reducing shipping and order entry errors. Facilitated improved communication among departments.
Oversaw transition to new productivity tool that significantly increased accuracy of schedules and reduced errors.
Scheduled regular staff training to enhance product knowledge, improving customer service.
Developed a customized order entry process to meet customers’ specific ordering needs, improving accuracy, on-time delivery, and customer satisfaction.
Name and address of employer TIS PARTNERS, Streetname. 11 111111 London, UK
Type of business or sector Customer Service
Dates August 1995 – April 2002
Occupation or position held Customer Service Representative
Main activities and responsibilities Managed 40 retail accounts with total sales ranging from $500K to $4M. Supervised order management, customer relations, chargeback resolution and collections. Monitored inventory levels to ensure on-time delivery of products. Provided team leadership to accomplish department goals and monitor work flow.
· Key player in certification process for ISO 9000:2000 Quality System. Documented customer service, order entry, and complaint procedures; explained Quality Policy to department staff.
· Spearheaded planning for company-wide process improvement procedures.
· Initiated development of an order tracking system, enhancing on-time delivery performance from 80% to 99%.
· Implemented a “low value” complaint system. Improved complaint resolution by reducing cost of processing “low value” claims, which resulted in improved customer service.
Name and address of employer FASTA PASTA RESTAURANTS PTY LTD, Streetname. 14, 11123231 London, UK
Type of business or sector Customer Service
Education and training
Dates September 1991 – August 1995
Title of qualification awarded Bachelor of Arts, Communications
Principal subjects / occupational skills covered Principle studies included: Strategy, Finance, Math
Name and type of organisation providing education and training RMIT University
Personal skills and competences
Mother tongue(s) English
Other language(s)
Self-assessment Understanding Speaking Writing
European level Listening Reading Spoken interaction Spoken production
German C2 Proficient User C2 Proficient User C2 Proficient User C2 Proficient User C2 Proficient User
Social skills and competences Competencies include:
Supervision, training and career coaching, Multi-tasking/workload management
Creation/delivery of reports and presentations Research and analysis
Call center operations Financial services operations
Issue resolution Negotiations
Organisational skills and competences Customer-service oriented with proven ability to provide team-spirited leadership for maximum productivity. Skilled at communicating effectively to attain company goals. Proficient at developing and implementing training programs with high degree of energy and enthusiasm.
Technical skills and competences Directed team of up to 20 CSRs to exceed service expectations
Initiated actions to insure optimal response times and service levels; handled escalated matters; approved credits
Analyzed team and individual statistics; prepared reports; devised and implemented incentive programs to improve stats while maintaining QA
Provided performance coaching and implemented strategies for career development
Trained team and peer supervisors on new products and policies
Computer skills and competences Microsoft Word, Excel, Access, PowerPoint, Outlook; Internet, email, HTML, Javascript, Windows 2000/98/95, Visual Basic 5 Developer 2000 with Forms 4.5 and Reports 2.5, Powerbuilder, Oracle 7.1
Other skills and competences Designed and implemented training programs for in-house and outside call centers; facilitated training groups up to 20; interviewed, trained and supervised technical support staff; assisted MIS with development of improvements to in-house computer programs
Driving licence(s) Group B
Additional information References available upon request.