Customer Service Representative
Resume:
Corey Robinson
Germantown, MD
**********@*****.***
Work Experience
Remote Call Center Rep/VEOCC
The Bowen Group
May 2025 to August 2025
. Learn, understand and explain Department of Veterans Affairs (VA) services and procedures.
. Ask clarifying questions to identify complex or vague requests for VA services and information.
. Accurately record details of calls and other service requests in an expected time frame
. Select appropriate VA services to meet the specific needs of Veterans
. Use and navigate a multi-screen computer system with Customer Relationship Management (CRM) applications
. Maintain confidentiality and privacy of callers
Executive Director/Personal Trainer
Round Ball University Sports - Wheaton, MD
November 2011 to Present
• Plan, organize, and conduct practice sessions.
• Explain and enforce safety rules and regulations.
• Plan and direct physical conditioning programs that will enable athletes to achieve maximum performance.
• Instruct individuals or groups in sports rules, game strategies, and performance principles, such as specific ways of moving the body, hands, or feet, to achieve desired results.
• Adjust coaching techniques, based on the strengths and weaknesses of athletes. • Monitor athletes' use of equipment to ensure safe and proper use. Call Center Rep / Dispatch Manager
Waiter On The Way - Rockville, MD
September 2019 to 2021 October
Call Center Rep / CSR
-Demonstrate ability to effectively communicate with customers, resolve issues, and provide exceptional service in fast past environment
-Experience with CRM software, call center tools, and other office applications
-Strong verbal and written communication abilities, including clear and concise explanations to customers
-Skilled in resolving customer complaints, troubleshooting issues, and offering solutions quickly
-Able to manage multiple customer calls simultaneously, efficiently switching between tasks while maintaining high quality service
-Demonstrated capability to listen actively, understand customer needs, and respond appropriately to ensure customer satisfaction
-Ability to efficiently manage time, handle high call volumes, and prioritize task to meet service level expectations
-Experience in de-escalating tense situations and managing irate customers while maintaining professionalism
-Expertise in handling repeat customers, ensuring they feel valued and fostering long term relationships Special Education ParaEducator-Varsity Basketball Coach MCPS, Watkins Mill High School - Gaithersburg, MD
September 2015 to June 2017
• Work individually and in small groups to reinforce instruction, monitor performance and support learning
• 1 on 1 daily support for student in Autism program
• Provide special education testing accommodations
• Instructional and classroom management supports
Varsity Boys Coach
• Hired and managed coaching staff for Varsity and JV Basketball teams
• Organized, prepared and taught all team practices
• Responsible for invoicing and stocking all basketball uniforms and equipment • Coached against other MCPS during the season
Athletic Director/Safety Coordinator/Varsity Basketball Coach/Permanent Substitute Chelsea School - Silver Spring, MD
August 2005 to November 2011
Athletic Director
• Coordinated and created the annual athletics schedule for both the middle and high school athletic programs.
• Kept abreast of changing rules, techniques, technologies, and philosophies relevant to each sport. • Responsible for ordering and invoicing athletic equipment and health supplies while monitoring and maintaining the athletic program budget.
• Provided game, team and facility management for all sporting events.
• Hired coaching staff for the entire athletic program and referees for all sporting events. Safety Coordinator
• Ensured safety of students and staff for the duration of the school day and during school events. • Responsible for opening, shutting down and securing the property.
• Managed all Code Red/Blue drills and emergency response.
• Maintained fire drills and correspondence with the local fire marshal.
• Provided on -site training and maintained an emergency response team.
• Distributed school identification cards for staff and students. Varsity Boys/Girls Coach
• Evaluated athletes' skills and reviewed performance records to determine their fitness and potential in a particular area of athletics.
• Responsible for hiring coaching staff and creating opportunities for coaching staff development. • Coached varsity co-ed flag football team.
• Transported teams via school bus to away sporting events.
• Planned, organized, and conducted practice sessions. Permanent In-House Substitute Teacher
• Taught various subjects in the absence of the permanent teacher Camp Counselor & Assistant Director
G. E. C. Community Center - Silver Spring, MD
June 2008 to August 2008
• Monitored camp participants while ensuring their safety.
• Implemented and monitored daily activities.
• Planned afternoon activities and assisted the director with daily operations. High School Security Guard - Junior Varsity Head Coach Mont. County Public Schools - Bethesda, MD
August 2003 to June 2005
Security Guard
• Monitored school premises to ensure the safety of students and staff
• Responsible for all code red/blue drills and emergency response
• Distributed and logged school identification cards and parking decals Junior Varsity Coach
• Head junior varsity boys basketball coach and assistant varsity boys basketball coach Administrative Clerk
Montgomery County Government - Gaithersburg, MD
January 2003 to August 2003
• Managed a multi-line telephone system.
• Provided excellent customer service and on the spot conflict resolution for customers. • Greeted visitors and/or callers and responded to their inquiries or directed them to the appropriate department
• Created, maintained, and entered critical information into databases.
• Operated office equipment such as fax machines, copiers, and phone systems. • Set up and managed paper or electronic filing systems, recording information for accounts receivable and traffic engineering.
• Maintained front desk visitors log.
Sales Rep/CSR
AT&T Wireless
March 2002 to January 2003
. Consistently except monthly and quarterly sales targets for mobile phones, accessories and service plans
. Deliver exceptional customer experience by identifying needs and recommending personalized wireless solutions
. Stay up to date on new devices, promotions and network offerings
. Utilize AT&T sales system and CRM tools to mange customer accounts and track follow-ups
. Collaborate with team members to meet store goals Education
Social Work
Cleveland State University - Cleveland, OH
1995 to 1997
Old Dominion University - Norfolk, VA
1993 to 1995
Additional Skills
• Complex problem-solving skills
• Strong interpersonal & communication skills
• Effective team leader
• Event planning & coordination
• Microsoft Office Proficient
• Extremely Organized
• Proficiency in teaching fundamental basketball skills
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