Robin Coots

470-***-****

Salt Lake City, UT ****5

acwjc9@r.postjobfree.com

Professional

Profile

Customer-oriented Support Specialist successful at troubleshooting and handling customer support issues in a timely manner through active, empathetic listening and problem solving.

Expert at building and maintaining customer relationships to promote customer loyalty.

More than 20 years of professional customer service experience.

Exceptional communication skills.

Experienced in email and live chat support.

Knowledgeable in many different CRM systems and apps.

Strong, creative problem solving aptitude.

Proficient in sales of brand merchandise.

Exceptional workflow management.

Self-motivated.

Skilled in call center operations.

Work History January 2016 - current

CSR: Place orders via phone for app users, assign orders to couriers, escalate issues when necessary; POSTMATES, Remote position

November 2014 – November 2015

Customer Support Specialist: Provided Tier 1 and Tier 2 driver and rider support via email and live chat, supported onboarding of new drivers, resolved fare disputes, handled escalated issues, trained new agents, moderated chat room and provided support to other agents, documented supported in CRM system, troubleshooting app issues, consistent high customer satisfaction ratings, UBER (contracted through ZEROCHAOS), Remote position May 2014 – September 2015

Customer Service Specialist: Support via email for seasonal position, answered up to 100 emails per day addressing customer concerns, provided account details, handled account renewals; Angie's List/Millennial Services, Remote position

January 2012 – November 2013

CSR/Sales: Answered and resolved up to 200 phone calls per day, addressing customer inquiries and promoting new product information, built and maintained customer relationships, provided inside sales and upselling of products, handled roadside assistance issues for national car insurance companies, participated in national emergency relief donation drives such as Hurricane Sandy; LIVE OPS, Remote position

February 2006 – January 2012

Job Coach/Trainer: Arranged for on-site job coaching or assistive devices for work or school environments, provided job training and coaching for clients, referred clients to community resources such as job placement, debt counseling, legal aid, housing, medical treatment and financial assistance, attended all staff meetings, treatment reviews, IEPS and other agency services, provided detailed and concise narratives and reports on each meeting with client; MONTGOMERY COUNTY DEPT OF DDS, Dayton, OH

October 2002 – February 2006

CSR/Inside Sales: Communicated with customers via phone and email answering product questions with up to date knowledge of product and inventory using CRM system, effectively communicated with sales, marketing and purchasing teams on a daily basis, liaison between customers and outside sales teams, answered an average of 60 + calls per day resolving customer issues and providing product information, provided an elevated customer service experience to promote customer loyalty, recommended, selected and helped locate and obtain out of stock products between three manufacturing plants, handled heavy daily flow of paperwork and cooperated with accounting, invoicing and shipping departments; TECHNICOTE, Miamisburg, OH Additional work history available upon request.

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