Quality Assurance Customer Service
Resume:
RODRIGUES IMANUIL CASON
SKILLS
• Microsoft Office
• Product Management
• Client-Centric Approach
• Quality Assurance
• Product Quality
• Process Improvement
• Regulatory Compliance
• Strong Leadership
• Cross-Functional Collaboration
• Technical Expertise
• Strategic Thinking
• Sales Expertise
Experienced client specialist with a customer-centric approach. skilled in building relationships and providing continuous support. Proven ability to identify upselling and cross-selling opportunities. Committed to resolving client issues and contributing to product improvements. Meticulous in maintaining accurate records and ensuring client satisfaction.
WORK HISTORY
June 2014 - July 2021
Client Success Specialist David Brown LLC, Columbus, OH July 2005 - September 2012
Client Support Associate General American Mortgage, Pittsburgh, PA April 1999 - February 2005
Corporate Trainer DF&R (Douglas, Frank & Reed) Hospitality, Texas, Dallas
Established strong relationships with key customers, resulting in increased customer loyalty.
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Responded to customer requests, offering excellent support and tailored recommendations to address needs.
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Promoted available products and services to customers during service, account management, and order calls.
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Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
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Increased efficiency and performance by monitoring team member productivity and providing feedback.
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Provided excellent customer service and support to clients, assisting with account setup, maintenance, and inquiries.
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Promoted available products and services to customers during service, account management, and order calls.
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Developed a comprehensive understanding of financial products and services, educating clients on features, benefits, and terms.
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Resolved client issues and problems by troubleshooting technical issues, coordinating with other departments, and escalating complex problems.
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Maintained accurate CRM software records of client interaction,inquiries, and resolutions, generating reports and analysis to track client satisfaction.
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Coordinated with corporate leadership to identify training and development opportunities to improve and optimize performance.
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Collected information about company objectives and employee deficiencies in order to assess training needs.
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Developed and implemented training programs to meet company objectives.
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Created training materials and exams for external, internal associates and led cross-functional training programs.
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Coached managers and associates on company new procedures, policies, and customer service, bolstering customer retention by 27%.
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CONTACT
New Albany, OH 43230
*******@*****.***
EDUCATION
Business Communications
Phoenix University, Phoenix, AZ
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