Customer Service Experience Specialist
Resume:
RUDY COMEAUX
**** ********* ***** **. ****, Tx. *7449 713-***-**** ********@*****.***
Education
Bachelor of Science: Management 04/2021
University of Phoenix
Professional Summary
Customer Service Trainer with excellent communication skills demonstrated by over 21 years of customer service experience. Passion for teaching and learning, with an emphasis in the Customer Service Department. Hardworking Customer Service Representative with 21+ years of Exceptional Customer Service experience. Trained in project and time management with extensive knowledge of Soft Skills and proven multitasking abilities. Committed to maintaining professional relationships with clients to increase profitability and drive business results.
Skills
• Creative Problem Solver, Self-Motivated and
diligent professional, Excellent time management
abilities, Passionate about daily and continuous
improvement, Utilization of LCM training tools,
Microsoft Word/Excel, PowerPoint, Adobe
Connect 9.3 Virtual Training, User Acceptance
Training (UAT)
• Adobe
• Continuous improvement
• Creative Problem Solver
• Customer satisfaction
• Customer Service
• Delivery
• Special events
• Financial
• Leadership
• Managing
• Marketing
• Networking
• Organizational skills
• Personnel
• Policies
• Problem-solving
• Receiving
• Safety
• Sales
• Self-Motivated
• Team player
• Website Management
• Written communication
• Microsoft Outlook, Word and Excel
• Complaint resolution
• Customer Relations
• Exceptional telephone etiquette
Work History
Digital Trainer 10/2021 to Current
Patient Financial Services Group 2600 North Loop West Suite 150 – Houston, Texas
• Develop, design, and present digital training programs to new and existing employees; collaborate and coordinate instructional design with management team
• Choose appropriate training methods to meet employees’ development needs (mentoring, one on one on job training, professional development classes)
• Design and prepare (order if necessary) training aids and training materials
• Support New Hires during the training period and follow up throughout their first 90 days
• Constantly reinforce company core principles and operational processes in training curriculum and delivery
• Engage and market available training to all employees
• Execute departmental wide training needs assessment that will increase knowledge and competence; identify skills, training needs and knowledge break downs that need to be addressed
• Evaluate instructional effectiveness and assess the impact of training on the employee skills and Key Performance Indicators (KPI) monitored in the department (production and quality)
• Stay up to date on NEW training needs, methods and techniques, keeping employees engaged in training sessions
• Collect feedback from employees after each training session in efforts to have continuous training improvement
• Maintain data base tracking training records and curriculum at all times
• Audit accounts to make true assessments and identify training needs (Department, project, and/or individual need)
• Other duties as assigned in our team-oriented environment Customer Experience Specialist 08/2020 to Current
Percepta, LLC. /TTEC Services Corporation/ Ford Motor Company – Houston, Texas
• Provide an exceptional customer experience with focus on building a relationship of trust and enthusiasm while guiding the customer from website to pre-buy experience, to include:
• Vehicle knowledge and availability.
• Local promotions for the brand.
• Assist with specifications of vehicle.
• Assist with customer/Dealer connection.
• Educate the customer on products and services.
• Act as a resource of all product knowledge and service support.
• Schedule activities as required for special events.
• Actively listen to the customer while controlling the interaction to lead the customer in a professional and efficient manner.
• Act as a liaison between customer, service support and dealership by following up to ensure customer satisfaction.
• Responsible for handling inbound customer calls regarding sales and service in a helpful, courteous and professional manner, displaying knowledge and concern for their needs.
• Responsible for handling emails, chats, and voicemails.
• Exhibit strong follow up and organizational skills, in both verbal and written communication.
• Responsible for resolving customer issues using all available resources, including Dealers i.e., Service Personnel, Subject Matter Experts', leadership, and Field Service Engineers.
• Return all email and voice mail messages promptly and follow up with customers and dealers as committed.
• Responsible for documenting customer inquiries and concerns.
• When necessary, use applicable customer satisfaction tools to resolve customer issues.
• Tools include financial assistance, service plans, payments and maintenance plans.
• Participate in business related marketing and sales projects.
• Meet specified goals as set forth by management.
• Provide feedback to management for the continued and improved performance of the department to foster positive results and growth.
• Work as a team player - assist other team members when in need of support.
• Other duties as assigned.
• Practical application of time management focusing on handling cases from initial concern to resolution.
• Utilize resources including onsite Knowledge Base, Dealerships, local resources, Part & Tech Subject Matter Expert for case progression
Senior Trainer 03/1998 to 03/2019
Verizon Wireless, LLC – Houston, Texas
• Delivered and evaluated technical knowledge, skills, and behavior training focused on 5G, intelligent edge networking, and engineering.
• Delivered advanced customer service skills/products/data, leadership, management, initial training, cross-functional and other training sessions.
• Partnered with workgroup for continuous training improvement and program effectiveness.
• Facilitated programs across broad learning and training curriculum including network, technical, soft skills, leadership, and safety.
• Diligent in resourcing learning initiatives with internal and external training experts.
• Managed vendor and contractor relationships.
• Evaluated or monitored program effectiveness and continuously improving solutions.
• Worked across Learning and Development functions to support design, delivery, and project site builds.
• Influenced others inside and outside the department and function.
• Facilitated technical programs to facilitators, incumbent employees, and new hires.
• Worked collaboratively with Learning and Development's design and development teams on course curriculum.
• Instrumental in building and delivering learning programs to increase engagement and retention while reducing lecture, and infusing more experiential and problem-solving learning skills to positively impact the business.
• Setup schedules, managing delivery sources, and communicating progress and issues.
• Receiving broad guidance and being held accountable for the entire safety area and overall program results.
• Working directly with Customer Service to enhance procedures and policies that affect customer relations.
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