Customer Service Analyst Resume Examples

Experienced Customer Service Analyst who has extensive call center experience and a passion for helping people. Adept at utilizing computer productivity software helping to develop a sense of teamwork in a group and improving repeat sales with good customer service practices. Specializes in developing customer service policy and improving customer service team morale.

• Motivated to succeed
• Works alone or in a team
• Can develop metrics
• Proficient in telephone Internet and in-person customer service
• Excellent written skills
• Technical support skills
• Sales experience

• Trained call center employees on specifications for new customers.
• Developed set of metrics used to gauge employee performance.
• Worked closely with customer service associates on handling problem clients.

• Responsible for changes in customer service policies that resulted in an increase of 20 percent in repeat business.
• Responsible for developing metrics that would be used as part of associates’ annual review.
• Developed training classes designed at maintaining strong morale in the customer service group.

• Developed dynamic manual on how to handle irate and overwhelmingly angry customers.
• Created spreadsheets that were used to compare time of each call with the amount of calls taken by associates.
• Helped human resources to develop job descriptions for various types of customer service positions.