Customer Service Representative

Nathan Lee Reese Jr.

Los Angeles, CA 310-***-**** ***********@*****.***

Client Services Manager

Customer Service & Retention Strategist Complaint & Support Expert Leadership & Team Developer

Client Services Manager ready and willing to bring over ten years of expertise and progressively responsible experience focused on delivering superior customer service, processing requests and orders, leadership, development, retention, and conflict resolution practices. As a department manager, the goal is to identify, assess, and mitigate operational risks that arise from inadequate customer service, systems, and processes amongst team members and customers. A Skilled change champion with the ability to enforce the ever-changing policies created by the administration, government policies, managing encrypted PII files, managing customer profiles, generating service orders, and new practices by ensuring smooth but effective implementation. Adaptable and agreeable while building collaborative efforts, cross-functional partnerships with other managers, leaders, and stakeholders. Adept at streamlining the customer service role to improve company performance, increase productivity by 30%, and always working on more ways to improve the customer experience.

Education & Specialized Training

Bachelor of Science Information Communications Technology University of Kentucky, Lexington, Kentucky

HDI-CSR Certification 2020

Microsoft Information Protection Administrator Certification SC-400

Managing Microsoft Teams Certification MS 700

Microsoft 365 Messaging Administrator MS 203

Government Certification to handle and manage Personally Identifiable Information (PII)

Technical Skills & Core Competencies

Contact Management System (CMS)

Microsoft Office Suite (Excel, Word, Outlook, Publisher,SharePoint, Teams and Access)

BM O/S 400

Supervisory and Employee training

Salesforce Application

Risk Management

Receipt Verification Systems

Strategic Growth Plans

Apple IOS

Operate Point of Sale (POS) systems

Conflict Resolution

Strategic growth planning and implementation

Strong skills in customer service, communication, organization, and memorization of codes, employee names, departments, and forms

Employment History

Lead Clerk August 2011- Present

United States Postal Service- Los Angeles CA

Operate as a flexible leader assisting with work flow and flexing into various tasks and roles as required by business needs

Organize, assign, and manage tasks given to employees at the start of each shift

Effectively manage and keep records of all parcels, returned, received, and ensure proper processing

Proactively maintain records and meet set deadlines for daily, weekly, monthly, and quarterly reports for submission to upper management

Supervise passport department and make final approval on applications along with careful handling of all required PII documents, ensuring they meet government required qualifications.

Process payments, requests, close out past due accounts, and other customer service based assignments when working in customer facing positions

Answer phone calls, use inter-office CMS to update and maintain records for customers and vendors

Operating computer shipping systems and use of peripheral equipment in the management information system may be a requirement

Speed, accuracy and knowledge of postal regulations are measures of proficiency in this work

Separates and sorts and distributes incoming mail for onward dispatch in sorting sections.

Plan and conduct staff training to ensure accurate knowledge of new or current policies and procedures

Take initiative to effectively resolve escalated customer complaints and service issues while delivering excellent customer service and improving consumer retention

Participate in strategic business planning sessions and other meetings with management team and other key members

Establish multiple, internal working relationships within various levels of the organization, and act as steering committee to identify and address issues within the customer service department

Key Results

Achieved a significant reduction in customer complaints by successfully implementing a new system of checks and balances for service staff to reference before any orders are processed. It seems that the ever-increasing requirements of following new governmental policies and procedures had become overwhelming without a reference guide for day to day operations at the service windows.Simply making graphics for their desks as a reminder increased the accuracy of services provided

Award recipient of the Customer Satisfaction Awards July-October 2019 by providing exemplary service to customers by going above and beyond department expectations and receiving personalized compliments from customers.

Developed necessary skills and training to operate in various positions as needed by upper management and becoming a key-holder to the facility.

Customer Service Representative,Tier 2 June 2006- September 2009

Bally Total Fitness

Consistently offer and deliver exemplary customer service to all current or potential gym members.

Received promotion to Tier 2 representative, designed to service loyal members requiring assistance to upgrade contracts and receive an elevated customer service experience.

Generate and complete service orders to address all billing, past due payments, NSF checks, ACH returns, and manage payment arrangements.

Efficiently assess member complaints and requests to determine an action to create the best outcome

while abiding by company policies.

Answer an average of 30 customer calls per hour and address emails to sign up new customers, present relevant product information, and answer member questions.

Received an average 85% customer satisfaction rating, 8% higher than the company average

Accept, process, and reconcile all member payments while maintaining records of all accounts and account standings to present monthly required reports to the supervisor.

Create new approaches to generate customer retention and reduce the number of member cancellations

Effectively upsell products to new or current members to consistently meet or exceed company goals.

Properly communicate policies and regulations regarding member contracts.

Key Results

Assisted training coordinator with creative approaches to maintain customer retention to help other representatives increase their customer satisfaction ratings

Received Tier 2 promotion within six months of hire date to assist the companies most loyal customers improving overall customer ratings until company closing date in 2009.

Contact this candidate