Norward Henry

**** ********** **

Polk City, FL *3868

ad2f2n@r.postjobfree.com

407-***-****

Professional Objective: An administrative, clerical, or customer support position that allows me to use my excellent listening skills, and utilizes my confidence, expert flexibility with social inclusiveness, interpersonal, as well as problem solving skills that have been honed from my well-rounded work history.

Business Skills: Typing has been tested at 55wpm; Proficient in all Windows products up to and including Windows 11; Microsoft Office 365; Internet savvy; fax machines; multiline telephone systems, and other office equipment

Professional Experience

Acorn Stairlifts June 2019 – October 2023

Technical and customer support (Call Center)

Taking inbound technical calls in a high call volume contact center as well as making outbound calls for customer support

Troubleshooting when possible to get stair lifts operational over the phone

Communicating with customers to advise of steps necessary to have third party lifts serviced

Providing products to assist with customer needs

Being coachable to learn better techniques and/ or ideas

Assisting with training new hires when floor leads were not available

De-escalation of irate customers when floor leads were not available

Actively listening to customers’ concerns and requests

Going above and beyond customers’ expectations

Capital Management Collections October 2018-April 2019

Inbound team via Insight Global Staffing (Call Center)

Taking inbound collection calls for Holiday Inn Vacation Club in a high call volume contact center as well as making outbound calls for customer support - (Contract position)

Upheld by SLA’s

Took more than 60 calls per day

Being coachable to learn better techniques and/ or ideas

Actively listening to customers’ concerns and requests

Going above and beyond customers’ expectations

Sedgwick Claims Service January 2018-August 2018 Customer Service/ Claims Service Representative (Call Center)

Taking inbound calls for health claims in a high call volume contact center as well as making outbound calls for customer support

Upheld by SLA’s

Took more than 60 calls per day

Being coachable to learn better techniques and/ or ideas

Actively listening to customers’ concerns and requests

Going above and beyond customers’ expectations

Booking.com October 2013-December 2017 Customer Service Executive (Call Center)

Taking inbound calls for hotels and hotel guests in a high call volume contact center as well as making outbound calls for customer support

Upheld by SLA’s

Working in a very high call volume atmosphere

Actively listening to customers’ concerns and requests

Consistently going above and beyond customers’ expectations

Taking ownership of the call or situation

Using first call resolution

Supporting the company mission and/or colleagues by being a team player

Bank of America May 2005-November 2007

Small Business Representative (Call Center)

*Taking banking related calls for both regular banking customers and business banking calls in a high volume call center as well as making outbound calls for customer support

Going above and beyond customers’ expectations

De-escalating irate customers with being able to relate and using sincere empathy as well as sympathy

Using first call resolution

Taking ownership of the call or situation

Ensuring retention of customers by building rapport with said customers

Time Warner Communications March 1999-May 2001 Direct sales

Providing excellent customer service

Building rapport with the customers to close sales

Filling out appropriate paperwork for sales

Tracking sales via recommended tools

Being flexible with time to assist the customer/ going above the customer’s expectations

Training Skills

Training personnel on proper phone etiquette

Training customers on use of cable equipment

Using diversity training to fulfill the needs of all

Meeting / exceeding expectations with each presentation of material

Education

Attended Technical Education Center of Osceola County for web programming

El Dorado High School in El Dorado, AR; Diploma

University of Phoenix-Tampa campus; Bachelors in Business management

Military Experience- January 1993-August 1997

US Navy Administrative duties

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