Service Representative Customer

Roderick Garner

**** ********** **** ****. #*** Jacksonville, FL.32277

Phone: 904-***-**** **********@*****.***

Objective: Seeking a challenging position with an organization, which will enable me to apply my experience and skills while obtaining new skills and further my knowledge as part of a team that dynamically work towards the growth of the organization. Professional Summary

• Over 10 years of experience working in Customer Service.

• Extensive experience in a 1 call resolution of escalated issues and/or customer concerns.

• Solid knowledge of Microsoft Word, Excel, Windows, Power point.

• Experience with IE6 XP, IE8 Windows 7.

• Well-organized, self-motivated individual with ability to quickly grasp new tasks.

• Track record for consistently meeting goals and delivering a high level of job performance.

• Ability to work independently and with a team.

Professional Experience

Aston Carter, 7077 Bonneval Rd. Ste. 500, Jacksonville, Fl Time & Expense Associate March 2021-June 2021

• Accurately pulled and uploaded employees work hours in order to process payroll.

• Onboarded new employees at the beginning of an initial or new work assignment.

• Processed forms to make corrections to an employees' hours.

• Communicated with recruiters and HR reps in order to make sure all employee hours are paid correctly. Bernard BPO 9760 Baymeadows Way. Jacksonville, Fl

Call Center Supervisor October 2019-January 2020

• Managed escalated calls to diffuse and retain customers.

• Enter employee payroll information.

• Accessed productivity of customer service representatives to provide upper management with team deliverables.

• Coached agents on effective ways to retain customers for the business.

• Participated in daily, weekly, and/or monthly calibration calls and client meetings.

• Challenged agents to achieve company goals and showed them ways to do this based on their individual strengths.

HGS LLC., 6680 Southpoint Parkway. Jacksonville, Fl Call Center Trainer January 2019 – October 2019

• Conduct classroom training sessions.

• Enter employee payroll information.

• Help develop training curriculum, quizzes and test.

• Provide production floor support.

• Participate in daily, weekly, and/or monthly calibration calls and client meetings.

• Complete any administrative reports and tasks designated to me as they arise. Tasty Wings N Things Restuarant (contractor), 5675 Timiquana Rd. Jacksonville, Fl CEO May 2018 – Present

• Specialize in social media marketing and advertising.

• Organize events and multi media services for client.

• Conduct face to face advertising and promotions of restuarant. TCC/T-Mobile Retail Store, 6020 Merrill Rd., Jacksonville, Fl Sales Rep

November 2016 - May 2018

• Greet customers.

• Describe features of phones/plans/accessories.

• Sold phones and took customer payments.

• Troubleshoot customer phone issues.

• Process back office paperwork.

Harris Transport of Duval Inc, Jacksonville, Fl

Office Manager/Sales/Social Media Marketing Manager June 2016 - September 2016

• Greeted customers.

• Describe features and amenities of cars.

• Sold cars and took payment.

• Managed office and set up all social media outlets for company.

• Collected payment from customers.

Kolor Me Kustoms Paint & Body, Jacksonville, Fl

Office Manager December 2015 – June 2016

• Greeted customers.

• Gave customers estimates on repair services.

• Called to get quotes on parts and products.

• Wrote and review service orders.

• Collected payment from customers.

Advanced Disposal National Accounts, Ponte Vedra, Fl Vendor Relations Coordinator April 2014 – August 2014

• Negotiated rates on vendor accounts.

• Updated price/cost lines for invoice reconciliation.

• Collected & updated information on company Excel spreadsheets.

• Produced work orders for services to be rendered.

• Researched and procured vendors with the most reasonable rates. Kolor Me Kustoms Paint & Body, Jacksonville, Fl

Office Manager March 2013 – September 2013

• Greeted customers.

• Gave customers estimates on repair services.

• Called to get quotes on parts and products.

• Wrote and review service orders.

• Collected payment from customers.

Right Way Entertainment Group, Jacksonville, Fl

CEO April 2012 – Present

• Specialized in social media marketing and advertising.

• Negotiated business agreements with venue and club owners.

• Organized events and multi media services for clients.

• Conducted face to face advertising and promotions of events.

• Subcontracted various industry professionals for various services. Winn-Dixie, Jacksonville Fl

Corporate Brands Consumer Correspondent October 2008 – April 2012

• Researched consumer inquiries/issues about Winn-Dixie Branded products for a one call resolution.

• Forwarded necessary consumer cases to respective departments for research and resolution.

• Compiled weekly reports and matrixes of consumer cases that entered daily queues.

• Trained representatives on corporate policy and procedures to handle corporate brand cases.

• Provided suggestions and/or recommendations on ways to improve products and call handling process.

• Handled escalated consumer inquires in a timely manner. Customer Service Team Lead October 2005 – October 2008

• Managed escalated calls to diffuse and retain customers.

• Accessed productivity of customer service representatives to provide upper management with team deliverables.

• Log complaints/concerns of Winn Dixie shoppers for tracking and developmental feedback. Customer Service Representative October 2004 – October 2005

• Log complaints/concerns of Winn Dixie shoppers for manager to review.

• Processed inquiries from customers via email and standard mail for Winn Dixie shoppers.

• Coordinate resolution efforts with regional office to help solve customer issues. Graham Field Health Products, Atlanta, GA Feb 2003 –July 2004 Customer Service Representative

• Answered calls promptly and efficiently to reduce average answer time.

• Accurately processed customer orders and provided customers with detailed product information.

• Researched customer accounts to resolve customer billing and product issues. First North American Bank, Kennesaw, GA Sept 2002 – April 2003 Customer Service/Credit Representative

• Utilized multiple systems to investigate and resolve customer billing inquires.

• Effectively evaluated and determined credit worthiness for customers.

• Recognized and provided help to prevent/ limit possible fraud situations. Household Retail Services Jacksonville, Fl Dec 1999-Sept 2002

• Managed escalated calls to diffuse and retain customers and assisted agents with account questions.

• Processed inquiries from customers via email and standard mail.

• Negotiated fee waivers to ensure profit and resolve customer inquiries in an effective manner.

• Handled promise to pay accounts to ensure the customers were given assistance in bringing their over the limit and/or past due accounts current.

• Assisted in the training of new customer service representatives. Education

Radio /TV Broadcasting, Clark Atlanta University

Atlanta, GA

High School Diploma, William M. Raines

Jacksonville, FL

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