An innovative partnership program between CareerBuilder and Capella Learning Solutions
This is a persona gathered from numerous real candidates.

Mason Crawford

Hopkinsville, KY
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Essentials of Customer Service

Verified by RightSkill

  • Interacts with and manages a variety of customers
  • Communicates with empathy
  • Uses knowledge base to solve problems
  • Manages cases using CRM systems
  • Understands responsibilities of working remotely
  • Generates sales and retaining customers
  • Escalates cases appropriately
  • Understands troubleshooting fundamentals
  • Works with email, phone, and chat tools
  • Stays current with industry trends, like social media
  • Manages time and stress
  • Maintains consistent positive attitude
  • Knows value of being customer focused in work
  • Knows how to adapt language to be brand focused

Additional Skills

  • Familiar with Salesforce and ERP software
  • First Aid certification

79 words/minute

98% accuracy

Audio Sample

Hear Mason respond to a customer

What I Believe Are My Top 3 Strengths

Well organized


Accepts resonsibility

What Others see as My Top 3 Strengths

  • I meet personal goals and objectives.
  • I assess risks and foresee problems before they arise.
  • I communicate clearly and in a constructive manner.

My Career Goal

I know that I am drawn to working with and helping others solve problems. My career goals is to work in a career that allows me to use these skills.

Why I Am Going to Succeed as a CSR

I love working in roles that offer meaningful support to others. In the last year I have done everything I can do understand what it takes to excel as a CSR. I am looking for a challenging work environment that can help me to be great.

My Ideal Work Environment

  • Fast paced
  • Team focused
  • Growth opportunities


July 2016
RightSkill-certified Customer

Service Representative

May 2016
Associate Degree in Communications
Hopkinsville Community College

June 2015
High School Diploma

Work Experience

Dec 2015 – Present
Customer Service Representative
Robertson’s Yearbooks

  • Part of Customer Support Team handling customer orders, problem troubleshooting, etc.
  • Promoted to Tier 2 CSR after 1 year.

Oct 2013 -Nov 2015
Clarksville Grocery A&P

  • First job, hired while still in high school. Worked evenings and weekends.
  • Twice employee of month.
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