Customer Service Specialist

LEONARD ROBINSON

(***) ***- **** ad2bci@r.postjobfree.com

SUMMARY

Diligent Customer Service Specialist that brings top skills in customer service, data entry and conflict resolution. Recognized for resolving customer complaints with integrity and professionalism to maintain customer satisfaction and retention. Motivated team player committed to contributing to company success goals.

SKILLS

Issue and Complaint Resolution

Call Documentation

CRM Software

55 wpm Typing Speed

Customer service

Microsoft Office

Microsoft Teams

Excel Spreadsheet

Google Suite

Problem Resolution

Call Center Environments

Project Management

Working efficiently within a remote setting

EXPERIENCE

Customer Service Specialist (Remote)

BRILLANT CORNERS Mar 2021-NOV 2023

Maintained a customer resolution rate of 95% over my tenure with the company.

Upheld quality control policies and procedures to increase customer satisfaction.

Participated in ongoing proprietary product trainings and certifications to become more of an asset and advance my knowledge in problem solving, CRM software, and customer service.

Executed on-time and under budget project management to resolve complex issues

Led team engagement to assist cross-functional departments and achieve goals.

Customer Service Team Lead (Hybrid)

FIRST TO SERVE Jun 2019-Jan 2021

Set attainable daily, weekly and monthly goals and game plans for the grievance department.

Cross-trained new team members, resulting in 17% increase in customer satisfaction ratings from the time I was hired.

Engaged with customers through live chat, email, and phone with the goal of establishing a relationship and ensuring they feel satisfied with the service they received before ending the interaction.

Successfully multitasked while navigating various functions of the company’s service management system.

Volunteered to handle complaints and issues for manager during busy time periods.

Customer Service Specialist

ST JOSEPH HOSPITAL Feb 2017-Jun 2019

Assisted over 40 clients daily with their needs and concerns via phone, email, web chat, and fax

Coordinated internally with operations and logistics to maintain knowledge of new company products

Trained new hires on products and services, best practices and protocols to reduce process gaps.

Used quality assurance and operational data to ensure accuracy of customer scripts and proper escalation of issues to department supervisor.

Mentored new employees on procedures and policies to maximize team performance.

Contact this candidate