Customer Service Representative

Robert Sarauw

East Rutherford New Jersey *****

Email: *************@*****.***

Phone: 408-***-****

Linkedin Profile: http://www.linkedin.com/in/robert-sarauw-958621193 U.S. Citizen

OBJECTIVE:

Highly motivated and customer-focused professional with 20+ years of experience in customer service, seeking a challenging role to leverage my skills in communication, problem-solving, and conflict resolution to enhance customer satisfaction.

I am a dedicated customer service representative with a proven track record of delivering exceptional customer experiences, seeking to contribute to a team-oriented environment by providing prompt and accurate support while resolving issues efficiently.

EFFICIENCIES:

*Smart Sheet *CRM Management *Sales Force *Vonage Phone System *Micro Soft Applications *Call Center *Amazon Vendor Central *Amazon Seller Central Business Administration *Inside Sales *Computer Technology *Networking Technology *Banking Experience

PROFESSIONAL HIGHLIGHTS:

Total involvement with all aspects of customer support including solving problems, answering phones, emails, live chat and interfacing with other departments to resolve complex issues. Working with current and new customers to make sure all customers are Given the White Glove Service.

EMPLOYMENT SUMMARY:

Root Insurance - 2021 - 2022 Customer Service Representative

*Selling Insurance Policies

*Understanding Clients Needs

*Assisting with Claims

*Maintaining Client Relationships

*Staying Informed about Industry Changes and Regulations *Identifying Client Needs

*Explaining Insurance Products

*Recommending Coverage

*Verifying Policy Information

*Periodic Policy reviews

Meta - 2022 - 2023

Analyst (Contract)

•Analyzing data using statistical techniques and providing reports for management

•Developing and implementing databases and data collection systems

•Acquiring data from primary and secondary sources to maintain data systems

•Identifying, analyzing, and interpreting trends or patterns to better serve customers

•CRM

Optoma Technology Inc., 2001 - 2020

Sr. Tech Support/Customer Service Manager

*Managed the day-to-day operations of the tech support and customer service department

•Established and documented the best practices for the tech support and customer service team *Retention and upselling resulting in increased operational efficiency

•Developed customer satisfaction goals

•Hired and trained new customer service agents

•As a player coach, I resolved customer escalations

•Interact with various departments to solve ticket problems and provided feedback to upper management

•CRM

*Created and analyzed metrics for the Tech Support and Customer Service team

•Developed, tracked and reported key performance measurements for management

•Developed training materials for the tech support and customer service team

•Served as a trusted business partner for the sales team

•Managed the approved the budget for the technical support and customer services teams

EDUCATION:

CRM and PMP Certified - Associates in Computer Technology - Associates in Networking Technology - Business Administration Certificate - Able to Work Remotely and Independently

U.S. Citizen

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