Customer Service Expert CV Template

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Steven Marsh

Customer Service Expert

Summary

Customer Service Expert with experience enriching companies bottom line by giving clients exceptional, prompt and friendly customer service. My goal is to continue to provide customers an experience that allows them to walk away not only with a better understanding, but as an advocate as well. As a problem solver and team-oriented individual I thrive on finding problems and not only solving them, but improving the efficiency and ergonomics of the situation. As an entrepreneur and self-starter, I find that I work efficiently on my own on individual projects or remotely. Moving forward, I am seeking a position that I will able to use my skills to the fullest extent.

Skills

  • Customer Service
  • Sales
  • Retention
  • Time Management
  • De-escalating Clients/Situations
  • Interpersonal Skills
  • Active Listening
  • Problem-Solving
  • Conflict Resolution
  • Creativity
  • Social Media Platforms
  • CRM

Work Experience

Customer Experience & Nutrition Expert

Rayne Clinical Nutrition

Nov 2019

  • Used company specific software to notate customer files, upload receipts, documentation & process prescription confirmation.
  • Decreased pressure on sales team by taking payments over the phone, processed orders, updated payment information, set up auto-pay and auto-shipping.
  • Consistently produced leads, converted them to weekly/monthly subscribers.
  • Addressed customer concerns and complaints, with de-escalation and retention of client as priority.
  • Educated customers and potential partners on the product, advising best options.
  • Facilitated vet-to-vet consultations, arranging travel and scheduling both phone and personal consultations. 
  • Maintained equipment both in office & remotely.

Customer Experience Expert

Trupanion

Apr 2019

  • Collected extremely detailed notes on customer conversations as conversation was being held, using these notes to update the CRM files.
  • Explained in fine detail the insurance terms, agreements and used examples to make the policy more easily understood.
  • Wrote templates to explain the terms and conditions of each add on, breaking down the sometimes complex language to make it customer-friendly.
  • Designed & implemented email templates, working with both marketing and compliance to assure streamlined communication.
  • Increased productivity in my team by sharing templates, short cuts and tackling problem solving as a group.
  • Increased team functionality with team-building exercises, supporting both professional and personal relationships, allowing team members to share and pool resources to tackle problems effectively.
  • Took customer calls concerning questions, concerns, cancelation, sales, retention, professional inquiry and escalations.
  • Increased sales, retained clients, handled escalations and met projected numbers consistently.
  • Satisfied customers by taking ownership of their concerns, following up with them with answers.
  • Educated customers and potential partners on the insurance policy’s details, add-ons, features, and comparisons to competitors.
  • Handled card & banking information.
  • Maintained equipment both in office & remotely.

Administrative Office Assistant

Bay Equity LLC

Aug 2017

  • Responsible for communicating with loan officers, retaining information & notes on clients to be filed.
  • Streamlined documentation process, managed files via Encompass including Statement of Denial, 1003s, HMDA data, credit authorization & signed documents.
  • Mailed out Statement of Denials, meeting deadline daily.
  • Insured compliance with state & federal fair lending laws.
  • Ordered, distributed and managed office supplies.

Education

Property & Casualty Insurance License

San Jose State University

May 2018


Veterinary Asistant Certificate

Northeastern University

Nov 2011


Parasite Prevention in Pets Certificate

Arizona State University

Aug 2011


Buisness Skills Certificate

University of South Florida

Mar 2011


Payroll Assistant I

Highline Community College

Apr 2011


Customer Service I & II Certificate

Highline Community College

Dec 2010


Business Communication Certificate

Highline Community College

Mar 2011


General Education Diploma

Green River Community College

May 2010


Languages

  • English
  • French
  • Arabic
  • German

Career Expert Tips:

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