Customer Service Representative
Resume:
ROBERT ROUSSETT
Customer Service Representative
Live Oak, Texas, United States
*********@*****.***
SUMMARY
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty; familiar with Microsoft 365 including Word, Excel, PowerPoint and comfortable with spreadsheets. Also, familiar with customer service operations in healthcare and HIPAA rules. In addition, am proficient in company logistics (supply chain) and management software; maintain databases of customers for profiles and status reports including orders and credits and past history of client. WORK EXPERIENCE
January 2021-March 2025
Customer Service Representative
Alorica
San Antonio, Texas, United States
* Responded to customer requests for products, services, and company information.
* Utilized customer service software to manage interactions and track customer satisfaction.
* Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
* Tracked customer service cases and updated service software with customer information.
* Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
* Adhered to company policies and scripts to consistently achieve call-time and quality standards.
* Documented and detailed calls and complaints using call center's CRM database.
* Approved and terminated customer contracts upon request.
* Maintained and managed customer files and databases. December 2015-January 2021
Assistant Manager
Chestnut Park Apartments
San Antonio, Texas, United States
* Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
* Generated repeat business through exceptional customer service.
* Mentored team members to enhance professional development and accountability in workplace.
* Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
* Supervised day-to-day operations to meet performance, quality and service expectations.
* Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
* Successfully managed budgets and allocated resources to maximize productivity and profitability.
* Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty. October 2008-December 2015
Customer Service Representative
United Healthcare Group
San Antonio, Texas, United States
* Responded to customer requests for products, services, and company information.
* Utilized customer service software to manage interactions and track customer satisfaction.
* Tracked customer service cases and updated service software with customer information.
* Processed customer service orders promptly to increase customer satisfaction.
* Maintained up-to-date knowledge of product and service changes.
* Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
* Investigated and resolved accounting, service and delivery concerns.
* Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
* Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
EDUCATION
Associate of Arts
Texas Southmost College
Brownsville, Texas, United States
Star Force
San Antonio, TX * 10/2021
Professional Personal Development
Program: Participated in a research and evidence based program called
"Clear Path" that helped me build
social and psychological capital in addition to providing cognitive and practical tools necessary to create new paths toward a more
meaningful, productive and empowering life.
●(Star Force Program was 4 weeks long)
• Social Sciences
High School Diploma
W B Ray Texas High School
Corpus Christi, Texas, United States
• General Studies
SKILLS
Customer Support/Service Customer Satisfaction Customer Relationship Management (CRM) Quality Metrics Arts Psychology Analysis Skills Budgeting Customer Relations Accounting Marketing Sales Accounts Receivable Budget Management Call Center Management Call Centers Communication Skills Conflict Resolution Consultative Sales Customer/Consumer Behavior Corrective Action Customer Experience Customer Service Operations Data Analysis Data Collection Data Entry Data Processing Detail Oriented Electricity File Management Healthcare Interpersonal Skills Inventory Management Logistics Loyalty Programs Mentoring Microsoft Product Family Microsoft Excel Microsoft PowerPoint Microsoft Word Multitasking Needs Assessment Negotiation Skills Order Processing Organizational Skills Alliance/Partner Management Problem Solving Skills Process Management Profit & Loss Proofreading Relationship Management Resource Management Sales Management Scripting (Scripting Languages) Software Administration Spreadsheets Vendor/Supplier Evaluation Vendor/Supplier Management Supply Chain Team Player Telesales Time Management Trend Analysis Writing Skills Customer Service Evaluation Customer Service Software Customer Relationship Management (CRM) Systems Track Customer Issues Productivity Management Develop and Maintain Customers Resolve Customer Issues Presentation/Verbal Skills Accounts Receivable Management Customer/Client Research Profit & Loss Management Third- Party Logistics (3PL) File Manager Software Reconciliation Vendor/Supplier Relations Alliance/Partner Marketing Establish Priorities Partner Sales Inventory Levels Order/Customer Fulfillment LANGUAGES
English - Fluent Spanish - Intermediate
WORK AUTHORIZATION
I am authorized to work in the following countries:
• United States
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