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Stanley Bryant
Contact Clerk
Summary
Highly motivated and experienced Contact Clerk with over 5 years of experience providing exceptional customer support. Demonstrated ability to handle high-volume inquiries, resolve complex issues, and maintain customer satisfaction. Proficiency in CRM systems, data entry, and communication techniques.
Education
Associate’s Degree
June 2018
Skills
- Customer Relationship Management
- Communication
- Problem-Solving
- Time Management
- Data Entry
- Active Listening
Work Experience
Contact Clerk
- Processed orders and payments, maintaining accurate records and ensuring timely fulfillment.
- Monitored customer accounts, identifying potential fraud and security risks.
- Adhered to strict confidentiality and data protection guidelines, handling sensitive customer information.
- Collaborated with crossfunctional teams to resolve complex customer issues.
Contact Clerk
- Handled a high volume of incoming calls and emails, providing prompt and accurate responses to customer inquiries.
- Maintained and updated customer databases, ensuring accurate and uptodate customer information.
- Resolved customer issues and concerns efficiently, escalating complex matters to appropriate departments.
- Provided excellent verbal and written communication skills, ensuring a positive customer experience.
Accomplishments
- Successfully resolved over 2,000 customer inquiries per month, consistently achieving a 95% firstcall resolution rate.
- Implemented a new contact management system that streamlined customer interactions, reducing average handling time by 20%.
- Developed and delivered a comprehensive training program for new contact clerks, resulting in a 30% reduction in employee turnover.
- Successfully implemented a new voiceoverIP (VoIP) phone system, improving call quality and reducing operational costs by 15%.
- Established a new process for handling escalated customer complaints, reducing the time to resolution by 50%.
Awards
- Recognized as Top Contact Clerk by the National Association of Contact Centers (NACC) for exceptional performance in customer service metrics.
- Received the Presidents Award for Outstanding Contributions to the Contact Center Operations Department for consistently exceeding expectations and resolving complex customer issues.
- Awarded the Customer Excellence Award for exceptional communication skills, empathy, and ability to build strong customer relationships.
- Won the Platinum Customer Service Award from the American Customer Service Association for consistently providing outstanding support to customers.
Certificates
- Customer Relations Management (CRM) Certification
- Project Management Professional (PMP) Certification
- Six Sigma Certification
- Certified Information Systems Security Professional (CISSP) Certification
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How To Write Resume For Contact Clerk
- Highlight your communication skills and ability to handle difficult customers
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Essential Experience Highlights for a Strong Contact Clerk Resume
- Answered incoming calls and emails, providing prompt and accurate responses to customer inquiries
- Maintained and updated customer databases, ensuring accurate and up-to-date customer information
- Resolved customer issues and concerns efficiently, escalating complex matters to appropriate departments
- Processed orders and payments, maintaining accurate records and ensuring timely fulfillment
- Monitored customer accounts, identifying potential fraud and security risks
- Adhered to strict confidentiality and data protection guidelines, handling sensitive customer information
Frequently Asked Questions (FAQ’s) For Contact Clerk
What are the key skills for a Contact Clerk?
Effective communication, problem-solving, time management, data entry, and customer relationship management
What is the work environment of a Contact Clerk?
Contact Clerks typically work in a fast-paced, customer-focused environment
What are the career advancement opportunities for a Contact Clerk?
With experience and additional training, Contact Clerks can advance to roles such as Customer Service Manager or Call Center Supervisor
What is the average salary for a Contact Clerk?
The average salary for a Contact Clerk varies depending on experience, location, and company size. According to Salary.com, the average salary for a Contact Clerk in the United States is $36,000 per year
What are the benefits of working as a Contact Clerk?
Contact Clerk positions often offer benefits such as paid time off, health insurance, and opportunities for professional development
What are the challenges of working as a Contact Clerk?
Contact Clerks may face challenges such as dealing with difficult customers or handling a high volume of inquiries