Customer Service & IT Professional with 15+ Years Experience

DAVE ROWLAND

** ****** **** ******, ******* 954-***-**** ***************@*****.***

PROFESSIONAL SUMMARY

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. 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. WORK HISTORY

Poker Floor/Supervisor/Shift Mgr, 04/2004 - Current Seminole Gaming

• Provide a rockin' experience for our guests and a fun time

• Deal all Poker games approved by gaming in our room

• Promoted to Supervisor and then to Shift Mgr

• Business Analyst for various poker room specific projects with customized solutions utilizing MS Excel. Reservation Agent / Supervisor, 08/2006 - 06/2016

Royal Caribbean Cruise Line, Carnival Cruise Line, MSC Cruise Line

• Reservation agent responsible for booking reservations and handling any issues on existing reservations

• Took customer ownership of issues and provided outstanding customer service for all customers

• I had a large number of clients that would only deal with me because of my service and knowledge of our products.

• I would take care of our guests in all aspects of the company

• Left RCCL and Carnival for better opportunity at a competitor company

• Left MSC because of terminal sickness of my wife. DAVE ROWLAND

QA Manager, 05/2012 - 03/2013

Cap One

• Started as customer service agent in a call center

• Was promoted to QA manager

• Developed QA monitoring system and rating scale for 45 customer service agents

• Developed a full tracking and management reporting system exclusively in Excel

• Managed a staff of 10 QA agents

• Mentoring agents with reviews

• Developed a rewards system

• Developed training materials, course curriculum and did training.

• Company went out of business.

Business Analyst, Software developer, 09/1972 - 07/2004 Various Companies

• Computer software developer in an IBM mainframe systems

• Became a Business Analyst developing solutions for the users and customer service representatives to make their job functions easier and more streamlined

• Totally enjoyed these years and shaped my abilities to analyze problems and business practices to offer unique solutions or enhance current procedures.

EDUCATION

Broward Community College Chaminade High School

Computer Science: 08/1972 Graduated: 05/1970

SKILLS

• Listening skills. Understanding what the customer is asking.

• Customer Ownership

• Computer skills. Microsoft Office Software.

Email, presentations, training, etc

• Attention to details. Detail oriented.

• Data Entry

• Analysis skills of job to suggest streamlining

• Dependable will always be at work with a smile

on my face and a positive attitude

• Strong work ethic

• Inbound/Outbound Call Centers, Emails, Chats

• Virtual meetings via Zoom

• Database queries for analysis

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