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    UnderArmour ContactCenter

    Uploaded by

    Mary Louise
    This resume is for [YOUR NAME HERE] and summarizes their professional experience in customer service roles over the past 5 years. They have experience handling inbound calls, emails, and virtual customer service. Their most recent role is as a Call Center Agent for LabCorp where they manage over 50 contacts per day, maintain high customer satisfaction ratings, and provide training. They are looking to bring their customer service skills to Under Armour.

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    © All Rights Reserved
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    UnderArmour ContactCenter

    Uploaded by

    Mary Louise
    45 views3 pages
    This resume is for [YOUR NAME HERE] and summarizes their professional experience in customer service roles over the past 5 years. They have experience handling inbound calls, emails, and virtual customer service. Their most recent role is as a Call Center Agent for LabCorp where they manage over 50 contacts per day, maintain high customer satisfaction ratings, and provide training. They are looking to bring their customer service skills to Under Armour.

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    UnderArmour_ContactCenter

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    This resume is for [YOUR NAME HERE] and summarizes their professional experience in customer service roles over the past 5 years. They have experience handling inbound calls, emails, and virtual customer service. Their most recent role is as a Call Center Agent for LabCorp where they manage over 50 contacts per day, maintain high customer satisfaction ratings, and provide training. They are looking to bring their customer service skills to Under Armour.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    45 views3 pages

    UnderArmour ContactCenter

    Uploaded by

    Mary Louise
    This resume is for [YOUR NAME HERE] and summarizes their professional experience in customer service roles over the past 5 years. They have experience handling inbound calls, emails, and virtual customer service. Their most recent role is as a Call Center Agent for LabCorp where they manage over 50 contacts per day, maintain high customer satisfaction ratings, and provide training. They are looking to bring their customer service skills to Under Armour.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    of 3

    [YOUR NAME HERE]

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

    PROFESSIONAL SUMMARY

    Experienced customer service leader with over five years of experience in customer resolutions, telephone, email, and
    virtual customer service. Excited to bring my proven skills and customer enthusiasm to the Under Armour customer
    service team.

    Knowledge & Skills Areas


    • Customer Experience • Salesforce
    • KPIs (NPS, CSAT, CES, FCR) • Voice of Customer
    • Data Analysis • Service Level Agreements (SLAs)

    PROFESSIONAL EXPERIENCE
    Call Center Agent, LabCorp 03/18 – present
     Manage 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, Publix 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, TJ Maxx 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, Company Date – Date

    ● 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, Company Date – Date

    ● 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
    State 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

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