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Customer Service Representative Resume Sample

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Location

Georgia (country)

Rate

$8 / per hour

Years of experience

About

I am an experienced customer support professional with a solid background in various roles across multiple companies. I began my career as a Customer Support Representative at Evolution Georgia, where I reviewed accounts, conducted risk assessments, and provided technical assistance to customers through email, live chat, and phone. My focus was on maintaining high confidentiality and effectively addressing customer needs and complaints. I progressed to a Senior Customer Support Representative role, where I helped employees understand organizational rules and regulations to boost productivity. I also built strong client relationships and supported team leaders in achieving organizational targets. As a Customer Support Team Leader at Cryptal Georgia, I ensured the effective use of resources by customer service representatives and collaborated with other departments to meet customer needs. I developed reports to track customer complaints and inquiries, identifying areas for improvement. In my role as a Customer Service Manager at BitOasis Cryptocurrency Exchange Platform, I recruited, mentored, and developed customer service agents, enhancing the customer service experience and facilitating growth. Currently, as a CRM Manager at Momus2006 N.V. (Pledoo.com), I collect and analyze customer data, manage CRM systems, handle customer complaints, and develop customer relationship management campaigns. My education includes a Bachelor of Business Administration from Caucasus University, and I am proficient in English and Georgian, with intermediate knowledge of Russian.

Tech Stack

Customer Service, CRM, Microsoft Dynamics, MS Office, Salesforce Object Query Language, SevenRooms

Experience

Collecting and analyzing customer data to improve relationship management and service delivery.
Using CRM systems to effectively handle customer interactions and improve satisfaction.
Recruiting, mentoring, and developing customer service agents to build and nurture a skilled team, enhancing overall service quality and efficiency.
Improving the customer service experience and facilitating organic growth through strategic implementation.
Ensuring customer service representatives make appropriate use of available resources, such as scripts and guidelines, to enhance service delivery.
Collaborating with other departments, such as marketing and sales, to align efforts and meet customer expectations.
Developing reports to track customer complaints, inquiries, and problems, analyzing interactions to identify areas for improvement in service processes.

Employment history

CRM Manager, Momus2006 N.V. (Pledoo.com) March 2023 - Current

Collecting and analyzing customer data
Using CRM systems to manage relationships
Developing new ways to meet customers’ needs
Handling customer complaints
Overseeing the interactions between customers and key team members
Creating and executing customer relationship management campaigns
Creating and implementing universal customer relationship procedures
Analyzing customer journeys and looking to increase sales

Customer Service Manager, BitOasis Cryptocurrency Exchange Platform May 2022 - February 2023

Recruit, mentor and develop customer service agents
Nurture an environment where agents can excel through encouragement and empowerment
Improve customer service experience and facilitate organic growth
Keep accurate records and document customer service actions and discussions
Develop service procedures, policies and standards

Customer Support Team Leader, Cryptal Georgia November 2020 - January 2022

Ensuring that customer service representatives are making appropriate use of available resources
Collaborating with other departments such as marketing or sales to ensure that customer needs are met
Developing reports that track customer complaints, inquiries, and problems
Identifying areas for improvement in the customer service process

Senior Customer Support Representative, Evolution Georgia September 2019 - October 2020

Intimate employees with the rules and regulations of the organization
Build strong healthy relationships with clients
Convince clients of all benefits of doing business with the organization
Create an open and accessible communication route for free flow of information
Give accurate direction and support to team leaders to facilitate successful completion of targets

Customer Support Representative, Evolution Georgia September 2018 - September 2019

Review accounts and carry out risk assessments before processing withdrawals
Maintain high confidentiality level according to internal procedures
Provide technical assistance and support for incoming queries related to product features
Communicate with customers via email, live chat, and phone
Understand customer needs and respond effectively
Work on complaints