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Johnnie Watson
Service Counselor
Summary
Highly skilled and experienced Service Counselor with over 5 years of expertise in providing exceptional customer service and technical support. Demonstrated ability to resolve customer issues promptly and efficiently, develop and implement comprehensive customer service policies and procedures, and monitor and analyze customer feedback to identify areas for improvement in service quality. Proven track record of handling a high volume of customer interactions effectively, maintaining a positive and professional demeanor, and collaborating with technical and support teams to resolve complex customer issues. Excellent communication, problem-solving, and conflict resolution skills, with a strong emphasis on building and maintaining strong relationships with customers.
Education
Bachelor’s Degree in Business Administration or a related field
January 2015
Skills
- Customer Service
- Problem Solving
- Communication
- Empathy
- Active Listening
- Conflict Resolution
Work Experience
Service Counselor
- Utilized CRM systems to track customer interactions, manage accounts, and resolve inquiries.
- Collaborated with technical and support teams to resolve complex customer issues.
- Provided training and support to new service counselors to ensure consistent highquality service delivery.
- Developed and maintained strong relationships with customers, fostering trust and loyalty.
Service Counselor
- Provided exceptional customer service and technical support to resolve customer issues promptly and efficiently.
- Developed and implemented comprehensive customer service policies and procedures to enhance service delivery.
- Monitored and analyzed customer feedback to identify areas for improvement in service quality.
- Handled a high volume of customer interactions effectively, maintaining a positive and professional demeanor.
Accomplishments
- Successfully resolved over 100 customer complaints per day, reducing the average resolution time by 25%.
- Developed and implemented a new training program for service counselors, resulting in a 15% increase in firstcall resolution rates.
- Identified and resolved a technical issue affecting customer accounts, preventing potential losses and enhancing customer trust.
- Proactively identified customer needs and provided proactive solutions, resulting in improved customer satisfaction and repeat business.
- Collaborated with crossfunctional teams to develop new policies and procedures that streamline service processes and enhance customer experience.
Awards
- Received the Employee of the Month award for consistently exceeding customer satisfaction goals.
- Recognized by management for exceptional ability to handle complex customer inquiries with empathy and professionalism.
- Awarded the Presidents Club Award for outstanding performance in customer service and sales.
- Received the Customer Excellence Award for consistently demonstrating exceptional skills in resolving customer issues.
Certificates
- Certified Customer Service Representative (CCSR)
- Certified Service Professional (CSP)
- Microsoft Office Specialist (MOS)
- Customer Service Excellence (CSE)
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How To Write Resume For Service Counselor
- Highlight your customer service skills and experience in your resume.
- Quantify your accomplishments whenever possible to demonstrate your impact.
- Use action verbs and specific examples to showcase your abilities.
- Proofread your resume carefully for any errors.
- Tailor your resume to each job you apply for, highlighting the skills and experience that are most relevant.
Essential Experience Highlights for a Strong Service Counselor Resume
- Provided excellent customer service and technical support to resolve customer issues promptly and efficiently.
- Developed and implemented comprehensive customer service policies and procedures to enhance service delivery.
- Monitored and analyzed customer feedback to identify areas for improvement in service quality.
- Handled a high volume of customer interactions effectively, maintaining a positive and professional demeanor.
- Utilized CRM systems to track customer interactions, manage accounts, and resolve inquiries.
Frequently Asked Questions (FAQ’s) For Service Counselor
What is a Service Counselor?
A Service Counselor is a customer service professional who provides support to customers over the phone, email, or chat. They resolve customer issues, answer questions, and provide information about products and services.
What are the key skills for a Service Counselor?
The key skills for a Service Counselor include excellent communication, problem-solving, and conflict resolution skills, as well as a strong understanding of customer service principles and practices.
What is the career path for a Service Counselor?
The career path for a Service Counselor can lead to roles such as Customer Service Manager, Technical Support Manager, or Call Center Manager.
What is the average salary for a Service Counselor?
The average salary for a Service Counselor is around $45,000 per year.
What are the benefits of working as a Service Counselor?
The benefits of working as a Service Counselor include the opportunity to help people, learn new skills, and work in a fast-paced environment.
What is the job outlook for Service Counselors?
The job outlook for Service Counselors is expected to be good, with a projected growth of 7% over the next 10 years.