Adrian Woolridge
Dallas,TX
Summary
Knowledgeable Service Representative adept at resolving customer concerns and building retention. Proficient in scheduling appointments, updating accounts and managing calendars. Offering 15 years of customer relations experience and a deep understanding of customer service, retention, and building relations through product knowledge, professionalism and servicing needs.
Overview
14
14
years of professional experience
Work History
Service Representative
Geico
Richardson, TX
09.2021 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Worked to accommodate new and different insurance requests and explored new value opportunities to optimize insurance agency reputation.
- Leveraged knowledge of company insurance products and services to advise customers on appropriate choices.
- Upsold additional products and services after identifying customer needs and requirements.
- Calculated quotes and educated potential clients on insurance options.
- Collected, analyzed and validated agency commissions.
Geek Squad Client Care Representative
Best Buy
Flower Mound, TX
12.2018 - 04.2021
- Responded to all client inquiries and asked appropriate questions to facilitate resolution.
- Answered customer questions via telephone, email and live chat services.
- Explained available products and services, demonstrated features, and used persuasive communication strategies to redirect concerns.
- Finalized sales, processed payments and scheduled deliveries.
- Resolved concerns with products or services to help with retention and drive sales.
- Achieved long-term business objectives by analyzing customer feedback for process improvements.
Office Administrator
Reach 1 Moore LLC
Irving, TX
11.2013 - 12.2018
- Supported office manager with proactive correspondence management, document coordination and customer relations.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Tracked office supplies and restocked low items to keep team members on-task and productive.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
Coordinator of Customer Service
Verizon
Houston, TX
10.2007 - 11.2013
- Created and enhanced call sequencing flows and scripts to enhance team performance.
- Set benchmarks for customer service employees and monitored progress against targets.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Communicated client satisfaction trends and product usage to marketing, sales and product development groups.
- Informed customers of sales and promotions to build customer base, boost traffic and increase customer loyalty.
- Obtained referrals with existing clients to generate new business, boosting overall sales 70%.
Education
No Degree - Google IT Support
Coursera
Online SchoolHigh School Diploma -
Marshall High School
Marshall, TX05.2003
Skills
- Complaint resolution
- Client Account Management
- Client Retention
- Insurance Product Expertise
- Documentation and reporting
- Written and oral communication
- Call center operations
Timeline
Service Representative
Geico
09.2021 - Current
Geek Squad Client Care Representative
Best Buy
12.2018 - 04.2021
Office Administrator
Reach 1 Moore LLC
11.2013 - 12.2018
Coordinator of Customer Service
Verizon
10.2007 - 11.2013
No Degree - Google IT Support
Coursera
High School Diploma -
Marshall High School