[YOUR NAME HERE]

United States | 555-123-4567 | YourName@email.com

PROFESSIONAL SUMMARY

Experienced customer service leader with over five years of experience in CRM systems, technical support, and vendor
support. Excited to bring my proven skills and enthusiasm to the TJ Maxx customer service team.

Knowledge & Skills

• Operations Support • Sales Support
• KPIs (AHT, AHA, etc) • Quality Assurance
• Virtual Help Desk • Customer Outreach

PROFESSIONAL EXPERIENCE
Technical Support Agent, T-Mobile 02/18 – present
● Resolve 40+ daily customer inquiries for technical and non-technical issues, via phone, live chat and email
channels.
● Maintain relevant knowledge of Centered Services training and certification guidelines to ensure compliance of
federal laws.
● Assist customers with filing insurance claims for stolen credit cards, unauthorized transactions, and duplicate
purchases.
● Analyze and provide support for billing issues to internal teams for review or correction with business and QA
teams.
● Call expired and outstanding account holders to verify details, answer questions, offer opportunity to use package
by collecting an extension fee and assist in booking dates
● Engage stakeholders and maintain working business relationships with clients and internal support teams to
enhance workflows and improve customer experience.
● Manage customers with past due accounts less than 30 days old to optimize loss prevention and revive positive
account statuses.
● Educated customers on privacy laws, data collection, and secure file transfer procedures during collection of
payment.

Store Assistant, TJ Maxx 03/17 – 03/18

 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.
 Performs "preflight" style inspections of store to prevent emergencies and safety violations that lead to injuries.
 Ensures cleanliness of store's interior, exterior, restrooms, and all common areas that customers occupy.
 Provides leadership, direction and assistance during an emergency, including office evaluation, administering first
aid to employees with minor injuries.
 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 (Loss Prevention), JCPenney’s, Inc. 05/13-

08/17
 Improved customer experience by overseeing three multi-faceted modular redesign projects on a weekly basis.
 Assisted with helping customers file claims for stolen credit cards, unauthorized transactions, and duplicate
purchases.
 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.

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EDUCATION
Penny Community College 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