Customer Service Representative Resume Kaden Howard Customer Service Representative (216) 555-XXXX kaden.howard@example.com kadenhoward Cleveland, OH 44114 STRENGTHS Customer listening Use focused questions to clarify service concerns, helping callers explain what is happening before troubleshooting begins. Technical guidance Explain modem, router, and phone checks in plain language, giving residential customers clear steps they can follow. Calm communication Stay courteous through difficult calls; a customer commendation recognized this approach during a prolonged service disruption. Accurate follow-through Record symptoms, actions, and outcomes so unresolved cases reach technical staff with useful context and fewer repeated checks. Peer support Shared call review guidance with new associates during onboarding, helping them build confidence with customer conversations. SKILLS Residential customer service Inbound call support Internet troubleshooting Voice service troubleshooting Customer needs assessment Active listening Billing inquiries Payment processing Issue resolution Difficult feedback High-volume phone support Accurate documentation Multitasking Time management Product knowledge LANGUAGES English Proficient 30 Spanish Beginner 10 SUMMARY Customer Service Representative with nearly five years of experience supporting residential internet and voice subscribers through high-volume phone service . Diagnose connectivity and calling issues, guide customers through basic troubleshooting, resolve billing questions , and process payments with clear, courteous communication. Use active listening and accurate documentation to manage difficult feedback and help technical teams continue unresolved cases. Apply ongoing product training, MS Office, and customer software to keep account notes and follow-ups organized in busy contact centers. EXPERIENCE Customer Support Specialist Riverbend Cable Services Jan 2024 - Present Cleveland, OH Support residential internet and voice subscribers through a high-volume inbound phone queue, using active listening and targeted questions to distinguish connectivity, equipment, and calling issues. Guide customers through basic modem, router, and phone troubleshooting , consult service tools, and document steps and outcomes so unresolved cases reach the appropriate technical resource with useful context. Resolve routine billing inquiries and process payments while balancing account questions with technical support needs, keeping explanations clear and professional during difficult conversations. Apply ongoing product and process training to changing service information, using MS Office and internal software applications to organize follow-ups and maintain accurate customer notes . Earned a customer commendation for calm, courteous communication during a prolonged service disruption and for setting clear expectations throughout the call. Technical Support Representative Lake Erie Home Network Jun 2022 - Dec 2023 Parma, OH Took inbound calls from residential customers experiencing internet and voice service problems, using a structured question sequence to narrow likely causes before recommending next steps. Explained basic troubleshooting in plain English and recorded symptoms, actions, and results in customer software, helping subsequent support staff continue cases without repeating initial checks. Handled billing questions and payment requests alongside technical calls, organizing call notes and follow-up tasks to keep a busy queue moving accurately. Built familiarity with computer tools, MS Office , typing workflows, and service policies while meeting quality reviews for communication , professionalism, and complete documentation. Customer Care Associate North Coast Contact Center Nov 2021 - May 2022 Cleveland, OH Managed frequent inbound customer calls in a fast-paced service environment, clarifying requests, locating account information, and explaining available resolutions with courtesy. Practiced active listening and time management to handle routine account and payment questions while maintaining accurate notes across multiple computer applications. Developed dependable attendance, positive communication, and resilience when responding to frustrated callers, earning expanded responsibility for peer call reviews during onboarding. LEADERSHIP, AWARDS & RECOGNITION Received a customer commendation in 2025 for composed, courteous support and clear expectations during a residential service interruption. Supported peer onboarding for new customer care associates in 2022, sharing call review guidance and practical service communication habits. EDUCATION High School Diploma Cleveland Central High School 2017 Cleveland, OH CERTIFICATIONS Microsoft Office Specialist: Excel Associate (Office 2019) 2022 Customer Service Foundations, LinkedIn Learning 2023 PROFESSIONAL SKILLS Microsoft Office: Microsoft Excel, Microsoft Word, Microsoft Outlook Customer Software: Customer account records, Service ticketing software, Contact center software Computer Equipment: Desktop computers, Headsets, Keyboards Internet Equipment: Modems, Routers, Ethernet cables Voice Equipment: Telephone handsets, VoIP phones, Analog telephone adapters Internet Protocols: TCP/IP, Wi-Fi, Ethernet SKILLS Residential customer service Inbound call support Internet troubleshooting Voice service troubleshooting Customer needs assessment Active listening Billing inquiries Payment processing Issue resolution Difficult feedback High-volume phone support Accurate documentation Multitasking Time management Product knowledge LANGUAGES English (Proficient) Spanish (Beginner)
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