Customer Service Microsoft Office

Robert Waitkus

***** ******* **** *********, ** *0601 859-***-**** ********@**********.***

Client Services and Satisfaction Strategist

Accomplished and highly experienced Client Relationship Manager providing superb customer service and problem resolution strategies that evangelize and foster customers into long-term and loyal success stories. Seek greater challenges in a remote position driving market messaging, remodeling customer perception, building strong client relations and retention while ensuring timely service delivery and client satisfaction.

Value Add

Demonstrate expertise in managing overall client experience, serving as the client’s liaison and advocate; quickly resolving client service and support issues. Drive customer satisfaction excellence through solid follow up, optimizing product understanding while anticipating customer needs.

Easily manage change, comfortable with cultural diversity, work independently or in a team environment, quick to learn new concepts/procedures, dependable, focused, and passionate on delivery of customer satisfaction. Able to quickly prioritize issues dependent upon severity. Skilled in optimizing marketing campaigns that drive consumer interest using agile processes.

Poised and professional in deadline-driven environments; able to manage multiple clients as a true change agent focused on breaking down communication silos, driving quality and promoting business or product acceptance. Deliver ROI to clients and serve as a trusted partner and advocate.

Core Competencies

Experienced and Proficient in Working Remotely from Home Complete and Current Networked Home

Office Workstations Staff Trainer/Mentor Passionate Customer Relations Manager Client Liaison Community Service Liaison Problem Resolution Expert Utilize Agile Client Services Programs Responsive and Proactive Excellent Brand Promoter Drive Operations Efficiencies P&L

Accountability Proficient in Microsoft Office Products Excellent Organizational and Language Skills

Ability to Quickly Prioritize and Readjust Priorities as Needed

Professional Experience

Marketing Director McDonald’s Restaurants 2007 to 2017

Leveraged strong industry knowledge and client engagement strategies to implement successful marketing campaigns and programs for nine restaurants that generated more than $30 million in annual revenue. Directed and trained a top-tier staff of 20+ customer service and support representatives that provided marketing, advertising, promotional, community outreach, multimedia messaging and PR deliverables.

Built an entire culture around customer service and support delivery focused on keeping a highly competitive edge, monitoring local promotions and planning “next steps” based on current sales trends.

Experienced and responsible for addressing customer service and support, community affairs and technical support issues within restaurants remotely from home. Held top-level clearance credentials.

Acknowledged as the face of McDonald’s within the communities served by attending charity events and providing solid community support and service within each restaurant’s trading area.

Effectively managed all customer issues and concerns, followed up with timely phone calls, emails and letters to maintain a solid record of 100% customer retention by responding and resolving each issue.

Served as POC (point of contact) for all locations within the communities served; provided nutritional information to local schools and assisted with school programs, festivals, attendance programs, fundraisers and other community services including donations and sponsorship requests.

Visited local day care centers, senior citizens, area schools and community events that promoted each restaurant’s products and defined customer service and support methodologies.

First Assistant Manager McDonald’s Restaurants 2003 to 2007

Oversaw daily business operations for the Lexington, KY location and managed business budgets, food safety protocols, production quality control, inventory and procurement. Built strong vendor relationships that promoted cost containment, ensured company programs were executed and followed corporate culture.

Recruited, trained and managed a high-performing staff of 40 customer service representatives; set the standard for delivering outstanding customer service and completed annual performance reviews that facilitated ongoing staff training.

Successfully met all financial goals by managing labor distribution, drove down food costs by managing waste procedures and worked with vendors on inventory control and product purchasing.

Expanded guest interaction and satisfaction ratings and ensured operations ran smoothly with an eye on customer service and support delivery.

Coached and trained team members focused on building a positive rapport, driving home the message of a “customer first” mindset and utilizing positive coaching techniques.

Continuously received a monthly bonus for successfully managing customer base increase via customer satisfaction, exceeding P&L goals, food and labor cost containment initiatives.

Appeals Coordinator Kemper National Services 2001 to 2003

Managed appealed cases for third-party disability claims. Facilitated quality medical case management services consistent with URAC standards, CMSA Standards of Practice and Kemper Quality Assurance Guidelines. Maintained patient confidentiality per HIPAA guidelines. Maintained average caseload of 50-80.

Managed patient relations and efficiently and effectively resolved challenges when they arose.

Formulated productive working relationships with clients, physicians, insurance adjusters, employers and co-workers to expedite return to work and favorably negotiate case management services.

Developed more efficient case management, collaborated with programmer to create database for appeals data and due dates, resulting in third quarter improvement of case completion from 50% to 100% and saving company $1000 per appeal brief in late fees. Recognized for attention to detail and ability to contain costs.

Exceeded yearly performance guarantees, contributed in obtaining $150K bonus for department.

Handpicked to guide Employee Activity Committee in development of morale boosters including gift certificate incentives, staff appreciation meals and seasonal activities. Assisted in reducing employee turnover by 10%.

Education

Master Certificate in Hospitality Management – Cornell University, Ithaca, NY

Assisted the University to showcase their new Hospitality Management program, pointed out inconsistencies and provided industry consulting in development of the eCornell Hospitality Certification Programs.

Associate of Arts – St. Petersburg College, St. Petersburg, FL – magna cum laude

Affiliations

Member – MENSA

Member – Woodford Humane Society, Events and Calendar Committees

Former Member – Habitat for Humanity, member of Family Selection Committee

Former Member – Planning & Zoning Board, Town of Davie, FL

Former Volunteer/Event Coordinator – Canine Companions for Independence, SE Florida

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