• Process Streamlining:
Created customer service email scripts used across the company to interact with customers. Single-handedly created customer service representative training manual, reducing on-boarding process from 8 to 6 weeks. Reduced average customer representative call time by 90 seconds with intuitive online training
• Complaint Resolution:
Answered an average 50+ calls per day from unsatisfied customers related to delays in shipment, order mistakes and lost orders. Achieved 97% average customer satisfaction rating, surpassing team goal by 12%.
• Service-based Selling:
Consistently exceeded application targets by 10%+ with innovative up-selling techniques. Pioneered development of improved system for following up with unsatisfied customers, reducing customer churn by 6%.
• List your skills in a separate skills section:
If you want to support your professional experience with skills that are required by or relevant to the employer, you could include a separate skills section that highlights keywords from the job description. If you have extensive professional experience, your job history section should be highlighted as the first thing employers see. You can list additional skills in a separate section at or near the bottom of your resume.
Here is an example skills section for a payroll specialist:
• Relevant skills:
Mastery of Quicken and Quickbooks, employee benefits administration, new hire onboarding, multistate payroll, employee relations.
• Weave your skills into your professional experience section:
While many job seekers may list skills in a separate section of their resume, it’s also important to weave them into descriptions under each of your previous positions. This is where you have an opportunity to strengthen your skills section with additional context and specific examples.
For example, if you include the skills “project management” and “time management,” you could illustrate this by providing a real-life example, like: “Successfully managed six projects across three separate teams during the first half of 2018, and delivered all completed items by the deadlines.”