CV / English / Customer Support Advisor

Personal Information

Name: Emily Carter

Address: 452 Serenity Road, Springfield, IL, 62704

Email: [email protected]

Phone: (555) 123-4567

Brief

A dedicated Customer Support Advisor with over 5 years of experience in delivering exceptional service in high-pressure environments. Proven track record in resolving complex customer issues, enhancing customer satisfaction, and fostering loyalty. Possess excellent communication, problem-solving, and technology skills, with a keen eye for detail.

Core Competencies

• Customer Service Excellence
• Problem Solving & Conflict Resolution
• Effective Communication Skills
• Data Analysis & Reporting
• Team Leadership & Training
• Process Improvement Initiatives

Technologies and Certifications

• Proficient in CRM software (Salesforce, Zendesk)
• Microsoft Office Suite (Excel, Word, PowerPoint)
• Certified Customer Service Professional (CCSP)
• ITIL Foundation certified

Professional Experience

Senior Customer Support Advisor, Tech Solutions Inc., Springfield, IL June 2019 – Present - Led a team of 10 customer support agents, achieving a 95% customer satisfaction rate. - Implemented a new CRM system, increasing team efficiency by 20%. - Developed and delivered a comprehensive training program for new hires, focusing on product knowledge and customer service excellence.

Customer Support Representative, Green Energy Co., Chicago, IL January 2018 – May 2019 - Handled over 60 customer queries daily, ensuring timely and accurate responses. - Received an “Employee of the Month” award for solving a critical account issue, resulting in a significant client retention. - Assisted in the development of a customer feedback system that improved the product development process.

Education and Training

Bachelor of Arts in Communication, University of Chicago, Chicago, IL Graduated: May 2017

Certified Customer Service Professional (CCSP), Customer Service Institute of America Completed: June 2018

ITIL Foundation Certification, Axelos Completed: August 2019

Referees

John Smith Manager, Tech Solutions Inc. Email: [email protected] Phone: (555) 987-6543

Lisa Ray Senior Advisor, Green Energy Co. Email: [email protected] Phone: (555) 678-1234