Remote Customer Service Representative
Resume:
Gerald (Jerry) H. Flack Jr.
**** *** ******, ********* *, Pottsville, PA 17901
***************@*****.***
https://www.linkedin.com/in/jerry-flack-29a8884/
Remote Customer/Technical Support Specialist
Skilled in handling questions, comments and complaints for current or future customers. My ultimate goal is to provide positive customer experiences through excellent communication, enhancing relationships, providing product information, solutions, and relevant details to customers regarding our business and ultimately earning our clients trust. Successfully assist customers with technical problems when using our products and services.
Customer Satisfaction Problem Resolution Building Client Trust Increase Repeat Business Enhance Profitability Learning and Development Self-Directed Accountability
Selected Accomplishments
Use probing questions to identify client concerns and problems. Listen and respond to clients answering their questions and providing the information they need to make the best decisions. Educate clients and help them solve their problems and explain processes to clients empowering them to be more independent in the future
Identify clients likes and dislikes, current problems and ask questions to discover related or future problems. Keep accurate records and communicate need-to-know information to staff throughout the company.
Identify clients likes and dislikes, current problems and ask questions to discover related or future problems. Keep accurate records and communicate need-to-know information to other staff.
Create, deliver, modify and track results of training programs. Communicate training effects and identify areas of need for future training. Track, organize and report results, sales, ongoing issues and performance. Support service staff through discussions, performance reports and rewards
Education:
The Pennsylvania State University, Middletown, PA – GPA 3.95
Master’s of Adult Education with a specialization in Training and Development
Temple University, Philadelphia, PA – GPA 3.49
Bachelor of Arts, Major in History, Minor in Anthropology
Work Experience:
Wegmans, Pottsville and Mechanicsburg, PA, January 2009 – December 2022
Professional Tractor Trailer Driver
Self-directed 98% of each day resolving problems, monitoring conditions and adapting to all issues to complete assignments successfully.
Communicated across the department and company to educate new employees and in constant process improvement to increase the efficiency and effectiveness of the Transportation Department.
Olive Garden, Mechanicsburg, PA, October 2008 – December 2009
Server
University of Phoenix, San Diego, CA, November 2007 – May 2008
Enrollment Counselor
Contacted prospective students and gave them what they needed to enroll in The University of Phoenix.
Retained students by orienting them to university processes and answer/resolve all questions/problems to insure that their enrollment and financial aid paperwork are completed
Independent Real Estate Agent (self-employed), San Diego, CA, March 2007 – November 2007
Prudential California Realty, San Diego, CA, April 2005 – March 2007
Residential Real Estate Sales
Resolved problems and navigated the complex process with clients so they could buy and/or sell their home.
Did whatever my clients needed, whenever it was necessary, to overcome the problems with people, processes, laws or anything else to insure their home purchase/sale was successful.
Met or exceeded my clients expectations by using any technology, time, effort, energy and ingenuity needed to get them in the house they want
Courtyard/Doubletree/Hilton, San Diego, CA, April 2004 – June 2005
Food and Beverage Supervisor and Restaurant and Room Service Server
Improved the level of guest excellence achieved by my service staff through discussions, performance reports and rewards
Delighted hotel guests while juggling requests from multiple guests, prioritizing issues and utilizing every resource available
Did everything from ordering supplies, maintaining staff schedules, communicating performance to management and a hundred other things each day to insure my department was effective and efficient
Fulton Financial Corporation, Lancaster, PA, June 2002 – December 2003
Customer Service and Sales Trainer/Bank Officer
Increased bank sales and the bottom line by creating, delivering and modifying sales training programs and company-wide newsletter using Word, Excel and PowerPoint
Satisfied the training needs of our company and 11 separate banks we owned, through teamwork with my department members and constant attention to detail on the phone, email, Outlook and traveling over a 5 state area weekly to see my clients face to face
DynKePRO, York, PA, April 2001 – August 2001 (laid off after 5 months)
Training Design and Development Specialist
Improved the effectiveness/profitability of company staff by creating, delivering and modifying and deliver training programs to all levels of company staff using Word, Excel and PowerPoint
Highmark/Pennsylvania Blue Shield, Camp Hill, PA, October 1998 – March 2001
Business Analyst (June 2000 to March 2001)
Customer Service Representative (October 1998 to June 2000)
Solve problems, research and increase effectiveness in communications, effectiveness and productivity across multiple departments
Find the answers to problems with our customers, doctor’s offices, vendors and other departments daily and log customer contact results for every phone call into database
Provide the best possible solution to service requests through claims department and contact customers to confirm that problems have been resolved, or find someone in the company who could
Resolve problems through daily communicate and coordinate with staff in different departments across the company via Lotus Notes email/calendar, phone, email and fax
Arizona Mail Order, Tucson, AZ, September 1997 – July 1998
Customer Service Supervisor (February 1998 to July 1998)
Customer Service Trainer (September 1997 to February 1998)
Resolve problems with customer orders and track problem resolution and communication back to the customers
Raise effectiveness/efficiency and the bottom line by monitoring staff/customer phone calls and create, deliver and modify training programs, job aids and department newsletter using Word, Excel, Access and PowerPoint
Improve staff performance by preparing and delivering yearly performance reviews for 25+ staff
Contact this candidate