COMBINATION/SKILLS RESUME SAMPLE James O’Connor Bu alo, New York • 716-555-5555 • JamesOConnor@mail.com Professional Profile • Skilled professional with over five years of customer service experience • High School Diploma with training in dealing with di cult customers • Manage a high-volume workload; resolve an average of 100 calls per day • Positive and helpful individual; determined to increase customer satisfaction • Proficient in Microsoft O ce Word, Customer Service Software and can type 50 words per minute Summary of Skills • Communication skills • Conflict resolution • Manage a multi-line phone • Positive attitude • People oriented • Empathy • Active listening • Analytical thinking • Patience Work Experience Customer Service • Successfully multi-tasked in a fast-paced environment; managed a multi-line phone, difficult callers, and built trusting relationships with customers • Resolved customer complaints by listening, identifying problems and taking corrective actions • Earned the highest customer satisfaction rating in 2021 at Memories Inc., information based on customer surveys compiled over a year’s span • Helped achieve the company’s retention goal of 85% by achieving a personal goal of 95% retention of customers • Assisted with an on-the-job training program that reduced training time from 10 weeks to 8 weeks Sales • Consistently generated additional revenue utilizing thorough product knowledge and friendly sales techniques to up-sell products and services • Developed a unified sales pitch used by Customer Service Representatives across the company to increase overall sales (After implementation, sales increased 25%) Banking • Continuously met sales quotas by providing information and recommendations to customers on appropriate services and products after assessing their needs through conversation and account analysis • Exceeded production goals by serving an average of 10 customers per hour with e ciency and accuracy • Received the ‘Employee of the Month Award’ for outstanding customer service and transaction accuracy Work History • Customer Service Representative, Memories Inc., Bu alo, NY • Customer Service Representative, ABC Co., Bu alo, NY • Bank Teller, MKB Bank, Lancaster, NY February, 2021 - Present May, 2018 - February, 2021 March, 2015 - May, 2018 Education / Training • Certification in ‘How to Deal with Difficult Customers’, CSR Training Inc., Lancaster, NY • Notary Public, New York (Commission expires December 2025) • High School Diploma, Buffalo High School, Buffalo, NY Volunteer Experience Business Professionals of Bu alo – Member 13
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