Customer Service Call Center

Rudolph V. Nugin

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

South Holland, IL 60473

773-***-**** *********@*****.***

EMPLOYMENT OBJECTIVE

Customer Service /Sales Support where my 40 years of progressive experience in Customer Service/Sales and Project Office support can add value to a customer-centric team.

SKILLS AND ABILITIES

• Extensive experience in servicing customers, both in-person and by telephone,

including forty years of combined Customer Service/ Sales and Administrative support for a Fortune 500 company, Remote and Office Ability.

• Superior communications skills in dealing with customers, co-workers, and

employees. Both verbal and written skills are strong.

• Effective in performing de-escalation handling for situations involving angry or

irate customers.

• Well-organized and highly efficient working in a multi-tasking dynamic

environment. Ability to plan, organize, and supervise the work of others.

• Knowledgeable and experienced in Parking Calls and Enforcement of Industry Operations.

Possess a strong combination of training and experience in the industry.

WORK EXPERIENCE

Retired {April 2019) to Present) Seeking Remote Employment

Customer Service Sales Manager: Fire King, Inc. (September 2005-April 2019)

. Managed daily workflow of telephone inquiries operations.

• Managed daily workflow of electronic requests including tasking work to other Customer

Service personnel to ensure timely delivery of work requests.

• Updated and maintained Call Center administrative Payment Log for accounting of

payment request activities (service, sales, warranties).

• Conducted quality telemonitoring (QTM) assessments for all Customer Service Agents in

the Call Center.

• Managed shared Lotus Notes database to ensure that work request were processed

efficiently.

• Performed follow-up activities problems as require.

• Performed and documented research activities for Customer Service administrative

reviews.• Provided feedback on Customer Service knowledge via management tools.

• Performed Customer Service Management functions for the Call Center and Help Desk,

included ACD management, and SPOC escalation support.

• Performed Call Center Focal role.

• Provided Subject Matter Expert (SME) support for all Call Center Agents.

• Provided level 1 Call Center Support to ensure that contractual SLAs were met.

• Provided Customer Service support for "specialized group" of customers which included

the customer based of (Denver) Boot and DLS callers.

• Provided assistance with special handling of Customer Service Sales activities including

10-day Extension and Business License Clearance requests.

• Provided Customer Service training for new Call Center Agents.

• Provided backup support of user ID administration for the Help Desk.

• Provided Customer Service Supervisor Callback support on phone escalations for the Call Center.

Customer Service Supervisor: Aon Warranty, Chicago, IL (1999- 2005).

• Dealt with customer service concerns and complaints, by phone from citizens that had

questions regarding Home disposition

.• Maintained call logs and case history.

• Received employee of the Month award for "Perfect Attendance", "Professionalism", and

"Excellent Customer Service".

Store Manager: Fredder’s Corp. Chicago, Il. (1989-1999)

Customer Service/Sales responsibilities to customers and Company.

Manage the entire store on sales, training, and professionalism.

Specialized activities from the Team to display with the Customers.

Open and Close Store on time, performed store focal role.

New York Life Insurance: Sales Agent, Chicago, IL (1983- 1989).

• Customer Service /Sales responsibilities to customers and Company

• Reviewed an average of 57 cases per month, involving higher volume of litigation with

greater complexity in problem resolution than in role in previous Company.

Supervisor: Tartan Paper Company, Chicago IL (1977-1983)

• To keep inventory corrected and maintain call logs as needed.

• Provide inventory to team manager as require.

• Always use professionalism.

EDUCATION

Psychology/Human Services – New York Life Insurance (1985) (Two quarters coursework) Business Studies – Loop Junior City College (1971-1973) (Two years completed)

Other Training: Insurance, Life, Health, Auto, Home- 21 & 22 / Certification in Microsoft Windows

OTHER INFORMATION

am well known as a hard worker that gets along with everyone. 1 am dedicated,

enthusiastic, a team player and pride myself on maintaining an excellent attendance record.

Contact this candidate