Customer Service Representative

ROBERTO S. HARDY II

*******.*******@***********.*** • 808-***-**** • linkedin.com/in/roberto-hardy-ii SUMMARY

Over twelve years of experience (four years remote) in a 24/7 high-volume call center, with seven years as an orders and billing subject matter expert for onshore and offshore sales agents. Skilled in communicating with people of diverse backgrounds, both verbally and in writing. Proficient in CRM and MS Office for tracking orders, managing customer concerns, and creating/ editing documentation. High attention to detail and order/billing accuracy. Adept at quickly learning new systems, products, and processes, then guiding others in their use. Eager to get back to serving customers with compassion and professionalism. EXPERIENCE

Hawaiian Telcom, Knowledge Integrator

Sep 2024 - Dec 2024

Created, updated, and migrated process & product documentation into the Oracle knowledge database. Collaborated with multiple teams to document policies and procedures for new product training and CRM system usage, ensuring seamless integration and knowledge transfer.

Provided subject matter expertise (SME) with billing, sales, and orders for other departments, enhancing interdepartmental communication and operational efficiency.

Hawaiian Telcom, Customer Care Support Agent

Oct 2023 - Sep 2024

Provided inbound callers with technical troubleshooting/repair assistance for internet, telephone, and television products and equipment.

Utilized repair software & systems (e.g., Link, ECO, Prizm, Jackfish), to provide status updates on outages, remotely resolve issues, and schedule tech dispatches.

Consistently met or exceeded handling time and quality assurance metrics, demonstrating strong customer service orientation and attention to detail.

Hawaiian Telcom, Unified Contact Center (UCC) Lead Dec 2019 - Oct 2023

Worked various shifts and schedules serving as a subject matter expert (SME) for customer representatives, door-to-door

(D2D) agents, and technicians regarding sales, orders, and billing for onshore and offshore call centers, enhancing operational efficiency and customer satisfaction.

Fielded 40+ assistance requests per day via phone, email, MS Teams, and Medallia, ensuring timely and accurate resolutions. Collaborated with departments (e.g., Billing Ops, Dispatch, Staff Support, Marketing) to diagnose and resolve customer issues, managing escalations and approving special credits and billing term extensions. Hawaiian Telcom, Billing and Sales Lead

May 2016 - Dec 2019

Directed customer representatives to appropriate sales, orders, and billing resources, enhancing agent efficiency and increasing customer satisfaction.

Fielded 40+ assistance requests per day via phone, email, and in-house request log, maintaining high productivity and quality standards.

Partnered with billing operations and other departments to resolve complex customer issues, reducing escalations and improving customer satisfaction.

Hawaiian Telcom, Sales & Billing Representative

Mar 2012 - May 2016

Utilized various billing and CRM systems (e.g., Peoplesoft, Kansys, Kenan) to efficiently place orders, schedule and report payments, issue credits, and conduct billing investigations, ensuring high accuracy and customer satisfaction. Consistently met or exceeded productivity metrics, handling 30+ calls per day and achieving high average handling time, by implementing effective customer service strategies. Achieved monthly sales goals by providing accurate product recommendations and maintaining high billing and order accuracy while meeting overall sales performance goals.

Hawaiian Telcom, IBEW Local 1357 Shop Steward

May 2019 - Sep 2024

Appointed as an on-site liaison between union members and management, effectively addressing concerns and maintaining open lines of communication, helping to foster a more collaborative environment. ROBERTO S. HARDY II - page 1 of 2

EDUCATION

Hawaii Pacific University

Bachelor of Science • Business Administration and Management, General • 2007 - 2011 ROBERTO S. HARDY II - page 2 of 2

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