Customer Service Representative
Resume:
John DeBernard
****.*********@*****.***
https://www.linkedin.com/in/john-debernard-68a096191/
Professional Summary: Customer advocate who manages fast-paced, inbound customer requests. Comfortable with phone, email, and chat, I achieve processing accuracy and efficiency while providing the customer with professional and empathetic support. I am detail-oriented, and I can manage multiple tasks and ascertain when a situation needs escalation. I work independently and collaboratively with the team; and think analytically and creatively.
SKILLS:
• Excellent Communications
• Customer Service
• Key Account Management
• Pre & Post-Sales support
• Microsoft Office
• Public Presentations
• Active Listening Skills.
• Building Customer Loyalty
• Complaint Resolution
• Problem-Solving
• Decision Making
• Cross Selling / Up-Selling
• Microsoft Office Skills
• Improving Customer
Experience
EXPERIENCE:
Players Edge Services – Richmond, CA Apr. 2023 – Jan. 2024
Third-Party Prop. Player/Banker
●Monitored and observed play at various card games (Blackjack, Three Card Poker, Baccarat) at a local cardroom, under the Federal Gaming Commission
●Ensured accurate and correct payoff and collection amounts for various table wagers
Marin County Health and Human Services Dept. – San Rafael, CA Jan. 2021 - Dec. 2022
Customer Service Representative
●Set up appointments for clients to receive COVID-19 vaccine
●Arranged for private transportation for clients to and from the vaccine distribution centers, contacted clients of advanced age and special needs in high-risk areas to remind them of their appointments
●HIPPA certified
●Proficient at Sales Force
●Excelled in multitasking and adapting to client needs as they developed.
●Scheduling Mass Transit service for disabled residents under the Americans for Disability Act.
●Recognized for de-escalating customer service concerns regarding bus schedules, late pickups, and other sensitive issues relating to customers' physical and mental disabilities.
Guideboat - San Rafael, CA Dec 2016 – Jan 2021
Customer Service Representative
●Resolving customer questions over the phone about products, product availability, shipping & delivery times.
●Provided sales support both up-front and behind the counter frequently at the company's store location
●Averaged 70-75 calls per day.
●Received numerous positive customer feedback for excellent customer service in placing and tracking eyeglass orders, returns and refunds, etc.
●Led all team members in call volume and customer retention by an average of 15-20% each month
Lumosity.com - San Francisco, CA Nov. 2012 – Dec. 2016
Customer Service Remote Representative
●Resolved customer questions/concerns via email and voicemail inquiries
●Proficient at Zendesk
●Responded and resolved over 150 inquires per day
●Customer retention specialist – successfully retained 37% more customer accounts than any other specialist at Lumosity.com
●Escalation specialist
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